As a merchant / seller of any product or service, how can you stay close to your customers? Here are the ways:-
- To the extent possible, try to be honest. Nothing undermines your credibility more severely than dishonesty.
- If you are truly a consultative salesperson, you should always keep the customers' information confidential. Your ethical standards should demand that you keep it that way.
- Assure your customers that you are open to all calls about everything and anything - be it an idea, grievance, advice, praise or query.
- Give your customers feedback on referral. This is the right way of showing appreciation for the referral by your existing customers. This will lead to more referrals without asking for them directly.
- Never, ever promise something that you cannot deliver such as returning phone calls or delivery date.
- Accept returns from regular customers 'unconditionally. The few pounds you might lose in the short run are far less than what you gain from pleasing the customer.
- You can make your customer famous through your Company newsletter by asking him for permission to write about his success.
- Compensate your customers for the time or money lost by your product or service. Use a well though-out recovery programme and stick to it.
- Keep your customers informed about what is new. It is a good way to stay in touch and increase sales or get referrals.
- You can offer valued customer discounts in the form of coupons, letters or other sales promotions. This makes your customers happy to be getting such good deals.