Posts tagged small business
Doctor, Baker, Cabinet Maker: Sounds like different jobs but actually they’re all the same. It used to be enough to be the best car repairman, the finest physician, the most talented baker to be successful.
With the explosion in review sites such as Yelp!, Health Grades, Google Reviews what your customers/patients say about you is as important as the actual service you provide. How many of you check out a hotel on TripAdviser before booking your trip? How often do you read product reviews on Amazon before making a purchase? HealthGrades multi-million dollar ad campaign is changing the way people search for physicians.
It’s all about customer service and I have to be honest- I like the shift. I like the ATT tech who gives me his cell number- and actually answers it. I appreciate the physician who provides free wifi to make the wait more productive. And I value the personal phone call from a Bloomingdale rep letting me know my favorite makeup is on sale.
“ We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. ~ Jeff Bezos
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What To Do After You’ve Made the Sale?
Think you’re done?
Nope. Not if you want to grow your business. The trick is to turn this sale into more sales and then more…………..
Why is this so important? Because it is said (whoever ‘it’ is) that it is five times more expensive to acquire new customers – than to retain existing ones. According to the Harvard Business School, a 5% customer retention can increase profiles by 25% and even as high as 95% while Marketing Metrics states that the probability of selling a product to existing customers is around 60 to 70%, while the probability of selling to a new customer is only 5% to 20%.
People are tired of the impersonal, are weary of being ignored and want to be heard and acknowledged. Turn this into your advantage and your customers will become your salespeople.
Here are 5 tips that will let your customers grow your business for you.