Operations

How Do You Keep Customers Coming Back For More?

Posted on February 24, 2010 by LCT Staff - Also by this author - About the author

LCT OOY winner Bill Atkins offers some points on the old adage: It costs far more to get a new customer than to keep one you already have. In today’s climate, customer retention is the key to success.

RED BANK, N.J. — Here's a few tips that you can use:

1) Respond to emails within 15 minutes: In the immediate world that we live in people expect you to be there and answer right away. Ever call a repair man only to have no call back? Frustrated customers don't call back.

2) Surprise them with the unexpected. Call two customers each day. Not your biggest or best, just 2 random customers. Tell then you have no agenda or looking to sell anything and let them know "I just called to see how you are doing?". Then listen. Remember, this is not a sales call. Do you think your customer will remember that call and tell some of their friends?

3) Walk and talk like a pro: People like doing business with professionals. Every interaction is an ongoing interview where the customer is judging you and seeing if you are consistent. Be the authority in your area. Not in an obnoxious way, but rather confident and well informed.

4) Give to your local community: Be known as the person and company that gives back to your community. It's amazing, but if you give some, you will get a lot in return.

5) End every conversation with the two words "Thank you." We are a service business. Never forget to let your customers and employees know that you really appreciate them and tell them so. With so few businesses remembering these two words, you will really stand out.

You need to do a great job first before you can expect a referral. Otherwise you haven't yet earned the right to ask for a referral.

Bill Atkins is the owner of Red Bank Limo in Red Bank, N.J., and the 2010 LCT Operator Of The Year Winner in the 1-10 vehicles category.

View comments or post a comment on this story. (0 Comments)

Next

Time Off

More News

LiQMeng Pampers The Seating Plan

WebXclusive: The Taiwanese company provides upfit kits that will turn a regular ride into a luxurious experience.

All In A Day's Driving For Uber

TNC Travesties of the Week: Exploiting law loopholes, treating drivers like work machines, and more sexual assaults.

Tragic Accident Illustrates Need For Party Bus Rules

Analysis: Don’t let your client's night around the city turn into a horrific event. 

Tradition Trumps Hip For Luxury Brand Love

Many companies turn to storytelling to differentiate their products, however authenticity is crucial.

In A Troubled World, Remember Why People Travel

In pursuit of the foreign, we’re often shown by comparison how much of it we have here at home.

See More News

Facebook Comments ()

Comments (0)

Post a Comment

Submit

Blogs

See More

See More

See More

See More

LCT Store

LCT Magazine - December 2016 $12.95 GLOBAL/INTERNATIONAL ISSUE COVER STORY: * The Coolest Operators on the Planet * *



Connect

Experience the three annual industry events for networking for business, showcasing vehicles and products, and getting the tools for success.

Read About Your Region

What’s Happening Near You?
Click on any state to see the latest industry news and events in that region.

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Metro Magazine

Serving the bus and passenger rail industries for more than a century

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

Please sign in or register to .    Close