3 Ways to Increase the Frequency of your Customer Purchases

Apr 4 - by Darren

It’s great to get targeted traffic to your place of business and as I mentioned in my last post you’ll want to have a high sales conversion rate so that your turning that targeted traffic into good business. You’ll also be investing money and time to get this traffic and this investment and focus from you is important for your business to grow.  It’s also really important that you don’t forget the customers that have already purchased products/services from you.  They will trust your products/services already and its much easier and more cost effective to sell additional value adding products to existing customers than it is to find ‘new customers’.  You want your existing customers returning for more and not ‘looking after’ and ‘promoting to’ your existing customer totally wastes the initial time and financial investment made by you in attracting them to your business in the 1st place – so take this focus seriously.

Here’s 3 cost effective ideas that you can action or ‘ramp up’ to get past & present customers coming back for more:

1. Consistently Deliver Fantastic Pro-Active Customer Service

It does not take a lot to make your customer feel special.  Treating your customers in a special way can really make a huge difference.  Spend a little extra time with each one, and do not be afraid to develop a genuine bond with them, use their first name, find out what their interests are, where they live,  find out if they are married and what there kids names are….then do something for the family if possible…..this is very powerful.  Do not take anyone for granted, constantly ask – How could we improve our service?  How can we forge even stronger relationships with our customers?  Always go that extra mile so that the customer remembers YOU -  Can you remember a situation when you where given real good service and where made to feel special?  Would you purchase from that business again?  Would you recommend your family & friends or colleagues to visit that business?

2. Communicate Your Entire Range of Products & Services

Do all of your customers know about your entire range of products and services?  Often, people only know part of your business.  If you introduce them to another part the results can be huge.  You’ll be surprised by how many customers say…..’Oh you mean I can/do (A,B,C) here to’…..or ‘Yeah I wouldn’t mind giving that a go’.  They already trust you and your main product – now introduce them to the rest of your business.  Far to many business owners assume their customers know of everything that they sell.

3.  Don’t Forget To Ask Them to Come Back

Kinda sounds ridiculous – right?  Wrong – It can be something that most businesses overlook.  How many hairdressers do you know that ask you too book in your next appointment at the end of the 1st one?  Some do and they often word it wrongly.  You see we assume that people do not want to plan that far ahead.  It depends on ‘How you ask’  the question:  You could say something like this:

Have you been happy with your appointment today?  Great I’d like to book you in for your next session now – that should ideally be in 6 weeks….I could put you in on Wednesday night or Saturday morning…..I’m pretty heavily booked already.   Which of those times…..Wednesday night or Saturday morning suits you best?  If they say ‘no’ ask their permission to call and remind them in 6 weeks…

Is it ‘so bad’ when you get a reminder from your mechanic telling you that your car is due for its next service? Do you think he is pro-active or reactive?

Remember the 80/20 Rule: 80% of your revenue will come from 20% of your customers – Who are the 20%? and How much consistent focus are you giving them?