7 Big Obstacles to Repeat Business You Should Avoid
Every day, businesses are pouring all their resources into attracting new customers while neglecting the customers they already have. They are missing out on a huge opportunity because current customers are far easier to re-engage and resell to. In fact, research shows it is five to twenty-five times more expensive to attract new customers than it is to retain and convert current customers into repeat customers. Are you neglecting the customers you already have? Are you not selling enough to current customers? The following obstacles to repeat business might be the reasons why. Overcome them and you might be able to sell a lot more!
Obstacles to repeat business – 1: not overdelivering
Do not just deliver what you promised; provide even more value. You should not be afraid to go the extra mile. When you deliver high-quality results, it beats out the competition and it establishes a proven track record with the customer. If you can exceed a customer’s expectations, they are more than likely to hire you again.
2: not providing a pleasant experience
Exceeding expectations will also help you create a pleasant experience for your customer. Set realistic expectations and stick to the terms. Offer excellent customer service as well as a user-friendly experience. Your sales page should not be misleading or have a confusing checkout process because if working with you becomes a hassle, they probably will not return to do business.
Obstacles to repeat business – 3: being slow to respond
As a business owner, your typical workday can be hectic. Still, it is a good business practice to offer unmatched customer service and respond to questions in a timely manner. Being attentive to their questions and emails shows that you are a reliable professional and can motivate customers to hire you for repeat business.
4: Not expressing your interest in working together in the future
Simply let people know you are looking forward to working together again. Ask one-time customers to consider you for future projects. If you are selling products, ask your customers to join your email list and let them know about other products they can purchase from you in the future.
5: not rewarding customers for their loyalty
The most common form of loyalty building is with a financial incentive for repeat purchases. You offer users a discount on their next purchase or service billing. They come back to you and you can establish yourself as one of their go-to providers. In fact, if you nurture your customers into brand evangelists, they will eventually do your marketing outreach for you.
6: failing to identify ways to stay in touch post-sale
It is important to develop a roadmap for communication after the sale. A consistent approach builds trust with customers, which leads to long-term loyalty. For best results, you want to keep communication channels as predictable as possible and fall in line with your customers’ existing expectations.
Obstacles to repeat business – 7: not continuously improving your product or service
Ask for honest feedback. You can do this via email, over the phone, or using online forms. Combine customer feedback with accurate metrics and you have the killer formula that will help you evolve your customer experience to be the best it can be.
More sales resources
If you are having troubles selling to new and existing customers, my latest post about social media marketing might help you. Also, you can find recent sales books here, such as Selling Boldly, Managing the Sales Pipeline, Sales and Marketing Channels, and LinkedIn Unlocked. I hope you find the inspiration you need!