In a recession, businesses selling training and coaching services to other businesses face huge challenges to get customers to continue investing in staff as a way of increasing business success. An economic downturn does present opportunities for some businesses as they expand their products and services to a wider range of customers.
Businesses are faced with the uphill task of retaining customers and attracting new ones cannot rely on a bruised and demoralised sales and marketing teams.
Here are seven steps you can take to ensure you retain existing customers, even as you attract news ones:
* Improve customer service. Treat everyone as a valued customer (internal and external). It pays dividends with motivated staff and loyal customers. Loyal customers provide referrals.
*Repackage your services or products to include a menu reflecting the varied needs of clients. Clients will benefit by getting greater value for money.
* Offer post-sale support, e.g., free advice, instead of selling another ‘solution’ immediately.
* Reward client loyalty –provide free reports or product samples.
* Be flexible. Make it easier for clients to do business with you. Go to them, rather than having them come to you.
* Provide incentives for new clients, discounts for multiple purchases.
* Invest in staff training, especially in improving customer service and innovative approaches to winning new clients.
Difficult economic climate calls for creative solutions and innovative approaches and repositioning of businesses.
What do you think? Do share any additional suggestions you have of what has worked in your organisation.
Veronica
Monday, 24 November 2008
Recession proof your business -retaining and attracting customers
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