Pure Romance has this live show called “Live, Love, Win!” that is broadcast on ustream.com . It’s super fun and informative and often includes interviews with top consultants. In the most recent episode, one of the tips that they gave was giving out coupons so that you would have a reason to follow-up with your customers for reorders. Reorders are the holy grail of direct sales. Reorders means you have repeat customers and repeat customers, if you’re doing it right, are the heart of your business.
I was spending some time thinking about what I do to cultivate repeat customers when a certain icon of cultivating customer loyalty popped into my head.
The Apu Principle
Thank you. Come again.
First, remember to say thank you.
Showing your gratitude toward your customers is absolute principle #1 of any business. Here are specific times and ways you should be thanking your supporters.
- Thank your hostess in front of the guests during the party. People need to see that you are grateful.
- Thank each customer individually both for coming and for their order. People need to feel that you are grateful for being present and supporting your business. Do this the night of the party and by text within 2 days.
- Write a thank you note to go in each order that gets delivered post-party, plus another to your hostess. Yes, that’s a lot of work. Do it anyway. Better yet, send a thank you note to every guest and make it personal if the guest made a particular impression on you.
- Follow up within 30 days to make sure the customer is satisfied with their purchase. This can be a simple text or Facebook message that says, “I wanted to thank you again for coming to [hostess’ party] and make sure you happy with your product. Are there any questions or concerns I can help you with?”
- Fix any issues like it is the most urgent problem in front of you at that moment. Showing gratitude doesn’t end once the product is in the customers’ hands. You have to make sure they continue to feel like their satisfaction matters.
Secondly, invite them to come again!
You want customers to return and reorder? Ask them to come back and make it appealing!
- Make sure your customers know how to contact you. Make sure each customer has your catalog, business card, mobile card. Something with your contact info on it.
- Include coupons when they order or when delivering post-party orders. This is a thank you and a come again. Put these in the thank you notes you wrote as part of #3 above. Make sure coupons have an expiration date within 30 days.
- Ask if they would like to redeem the coupon when you follow up (see #4 above). Do this after you’ve inquired about their satisfaction and addressed any questions or concerns.
- Be easily accessible. Ask permission to friend them on social media. This is how most people get a hold of someone on the fly and it will make it easy for them to both get a hold of you and pass your info on to friends.
- Continue to take a genuine interest in their lives. Watch their posts on social media and make sure to comment on major life events and anything else that might be a point of connection for the two of you. Bonus: You can also send cards with coupons during the winter holidays, the customer’s birthday and her anniversary and repeat step 3.
I hope you find these suggestions helpful both in building relationships with your business and getting repeat customers and reorders! And of course, thank you for reading and come again!
Have you used any of these techniques in your business? Did I miss anything? Please comment below.