Are You Losing Customers?

As a small business owner, you are grateful for all of your clients or customers.  But did you know that small business lose over 62% of sales because they don’t follow up?  You are caught up in the business of running your business you don’t take the time to follow up with your clients. 

After moving to a new city recently I've been, of course, searching out a new hair salon.  The first place I tried was what seemed to be a very upscale salon that offered everything from hair cuts to nails to a massage.  At this place I received on of my least favorite hair cuts.  I tried two other places that gave a pretty good cut.  The big surprise is that I've not received so much as a post card from any of the stylists requesting my return for my next cut. 

How much business are these places missing out on?  Tons if they don't follow up with their clients.  I had the same experience with a masseuse I found here also.  Wow, imagine what would happen if they mailed out a monthly postcard; a quarterly newsletter; a monthly e-zine?  

Whether you have a brick and mortar or an on-line business, you don't want to miss out on all that business because you are not following up with your customers.  It’s never too late to start.

  1. Buy a reliable customer database system and track more than just your clients name and phone number.  You should track their birthday, anniversary, and other important dates about their business, interests, etc.
  2. Establish a routine to take at least an hour a week to update and maintain your database.  Review it each week to prepare for any upcoming events for your client.
  3. Implement a system to send an email, a personal, note, and thank you notes.
  4. Develop a monthly newsletter if you currently don’t have one.  It can be delivered via email.
  5. If you come across an article, product, or service that will benefit a client, pass it along with no strings attached.
  6. Remember your clients with holiday gifts between November and January.

If you don’t have the time or expertise to develop a follow up system, hire a pro to do it for you.

Kathy McHenry, founder of Your Virtual Advantage would be happy to speak with you about working with a virtual assistant.