May 16, 2019
How to Be Faithful With Your Customers
So I'm here with Ange. Hello. And she is he looking at the Old Faithful. Have you ever seen this before No. Have you ever been with any old geezers before? Yes. Yeah. You have? Well I'm an old geezer myself, given I'm 35. And do they reliably go off? Yes, sometimes. That's good. That's good. How reliably?
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If we're lucky. If you're lucky? And the help of medicinal issues and products. Well that's good, that's good. But would you say it's every 44 to 120 minutes or is it less regular? Probably less regular, man. Less regular, but you still, do you go off regularly? No. No. You just sort of keep yourself? Yes, yes. I'm a bit like those other little tar pits.
You sort of bubble occasionally. It looks good when it's happening, but not all the time. This is true, this is very true. It's very unique I guess. It's very true. I really appreciate your time there Ange and I hope you enjoy Old Faithful. No worries. And hope he brings a smile to your face at least. Thank you, thank you, thank you for having me. Absolutely. Thank you.
Offer Consistent Service
Look at this geyser. Sorry, I mean this one. That's Old Faithful, It's one of the most famous sites at Yellowstone national park and do you know why it's called Old Faithful? It's because it's reliable. Other geological events are hard to predict, but this geyser has been erupting every 44 to 125 minutes. It's not an exact timetable, but still, you know you're going to get to see it when you come to the park because it's reliable. In business, these two ideas have often gone hand in hand. Reliability and faithfulness. You're faithful to your customers when you offer consistent service. It's very easy to focus all your energy on getting new customers, but it's almost always cheaper to keep a customer you have, than getting a new one. So make sure that you keep your current customers faithful.
Stay In Touch
Now, there's a few ways that you can do this and the things that you should be considering to look at, are these. Number one, make sure to stay in touch. This doesn't mean spamming them with newsletters or trying to sell them new products. Instead, just check in with them and see how you can help. Offering a bit of free advice or a good resource is a perfect way to achieve this relationship with your customers.
Make sure you're always rewarding loyalty. This is anything from a stamp card and the coffee shop to a free service after a number of years. And here's a quick tip. It's an established piece of psychology that you should start your customers with a few steps into the loyalty program, not at zero, always stamp the loyalty card a few times at the beginning to keep them motivated. Pay attention to their problems. Customer service is always vital, but if you can help them when they have a problem, this is one of the best ways to guarantee loyalty. I've seen businesses lose a customer they've had for decades over just one sure bad thing they've had. As a loose rule one negative interaction should be forgiven, after seven great ones. So help them out on bad days and you'll be good for many, many more good days.
Show Your Flaws
Bring visibility to your flaws. Now this is a big one. There's a great book that I've read by Ryan McDonald-Smith called 'Flawsome'. It's about embracing your flaws in business. You might have had some bad press over the years, but counteracting them by making it public knowledge and putting a positive twist on it goes to show the you're aware of it and not pushing it under the rugs. Embracing your flaws is a powerful message that shows there are humans behind the scene that care for its family of clients and mistakes don't fall on deaf ears. Right. I've waited 44 minutes now, so hopefully Old Faithful will be living up to his name shortly.
And here I am at Old Faithful. Yep. Nothing much older than old, reliable, Old Faithful.