Know Your Customers
Know what each of your customers want and need. Keep a database list of their purchases. Treat them very well; your customers are the key to your success. Assure to them that you will provide for their needs in a professional and timely manner.
Maintain Dependability and Stability
Dependability is essential; your customers want to be able to count on you to catch their mistakes. They also count on you to catch your own mistakes before it goes too far. Let’s say for example you are selling custom printed shirts and they want the text written “I Support Sinlge Moms!” If you notice the typo and contact your customer and ask if that is what they want written this will help ensure dependability.
Dealing with Mistakes and Problems
Never let your customer think that any of your other customers are more important. If you have two orders for an item when you only have one in stock, send the item to the more valued customer and contact the other and let them know that their was a mistake and that there will be a delay in shipping, then give them free shipping for their product.
Mistakes are going to happen and some orders are going to be put on the back burner for whatever reasons. Never just set and wait and hope that your customer does not notice the delay, contact them and let them know and apologize for any inconvenience. Never give excuses or blame on anyone, not even yourself. None of that matters and being professional means finding solutions to problems, not dwelling on the reasons the problem happen and whose fault it was.
Keeping Close with Customers
What I normally do when I contact my suppliers is I ask if my last orders have been shipped. If they have been, I would then call each of my customers and leave a message letting them know that they can expect their product soon because it has been sent out to them. This helps you catch problems that can arise between you and your suppliers.
Most companies just send out a standard “insert name here” email but I find that to be less personal. Calling your customers creates a closer relationship with them and lets them know that you appreciate their business and want them to come back. Your customers are going to assume that you have a lot more customers and orders than you probably really have and calling them lets them know that they are not just an order number.
Your customers are your repeat business and most of them will refer their friends, relatives, and colleagues to your store. Your marketing expenses should be spent more on keeping your current customers happy rather than finding new ones. This is the most important part of business because that is what business is all about, servicing your customers’ needs.