As COVID-19 continues to impact our communities, you’re likely wondering what kind of affect this will have on your business, its practices and its client base. How are you going to keep your current clients, find new ones, and make sure your business stays satisfactory?
At its core, client retention is all about developing and maintaining relationships. Your customers want to know that you’re prepared for a crisis, and that you can effectively communicate any change in operations or policies that may have an impact on how they do business with you. Though it may seem obvious, you can’t put a price on good customer service, and that’s the key to keeping current and obtaining new customers.
Here are our tips on maintaining your client retention, and finding some new clients along the way:
Value the customers you have
A crucial first step in maintaining a sense of normalcy and keeping the clients you have is showing that even in uncertain times, you value their business and you’re working hard to continue giving the same level of service they’re used to.
It’s important, especially in the early stages of shifts in your processes, to keep them informed on any changes that may be taking place, and emphasizing how important they are to you and your business. Thank them for their continued service, and if you are in a position to help, offer deals and discounts that may solidify their status as an active client.
Entice the customers you want
One of the most challenging aspects of today’s economic climate is drawing new clients to your business. People are nervous to take a risk with someone unfamiliar, and generally tend to limit their spending in times of uncertainty.
But perhaps the most effective way to attract new business is already within your reach: looking to your current business for referrals. Referrals are an excellent way to draw in new clients. Your existing clients speak to your effectiveness and can share their own experiences, so you gain a level of trust with new clients that encourages them to choose you over your competitors.
In addition to referrals, make sure your business is accessible. Keep your social media posts up to date, and try to promote shareable content that relates to your work and your message. The landscape of social media is so vast, you never know who may come across your page and find that it’s just the business they’ve been looking for.
And finally, just as you offer deals to your existing clients to keep them on the hook, don’t hesitate to find an exciting or exclusive offer to your new clients to seal the deal gaining their business. It could be something as simple as a reduced rate for the first month a new client is with you, or you could extend a deal to your clients who bring you referrals down the line.
Become a source they can trust
Once you find a successful rhythm keeping and gaining customers, the final step for client retention is keeping them informed. You want to become a source they can trust for the services you provide, and they want to know you have a plan of action for any upcoming challenges or crises.
Keeping them in the loop can mean quite a few things. What are your policies for protecting your employees, your customers, and your products? Will you be changing your hours, or altering the buying process to adhere to social distancing mandates? Share this with your clients, and use as much detail as you’re comfortable with. The more prepared you seem, the more at ease your clients will be.
It’s a good idea to use multiple mediums to convey this message to your clients. Find methods that can encourage your clients to participate in the conversation. Post on your social channels, host a live stream or a video chat. Keeping yourself accessible is a fundamental key to client retention, so be open to using multiple methods and messages.
So what’s next?
While the economic impacts of covid-19 are uncertain, your business and its practices don’t have to be. By communicating clearly and consistently with clients both new and old, showing flexibility in the process and emphasizing the value they bring to you and your company, you can ensure that your business is a reliable source that’s here to stay.
If you’re looking for a little more guidance, we can help with that. Contact VisionPath Marketing today to set up a consultation, and we’ll help you find, keep, and communicate with your clients in a safe and effective way.