How to retain your customers – Stéphane Torregrosa

There is something that has always amazed me about communication and the marketingit is this school of thought that pushes us to consider our customers or potential customers as adversaries. We already know that the vocabulary of communication is very belligerent: objectives, strategies, campaigns, etc. It is therefore a sort of organized tug-of-war against the customer to earn it for our product, service or business. So how loyalty to your customers with such a philosophy?

A few years ago I worked at an IT services company where our main customers were pharmacists. I can tell you that I have heard all sorts of things about pharmacists (if you have, then I apologize for anything I may have said at the time). Furthermore, we feel it as a customer. Have you ever been annoyed by a salesperson or felt like you were deceived by a salesperson?

Of course I understand that it’s also about reasons its own troops internally, to put them in a position, but in any case an aggressive commercial policy always ends up being resented by the customer. If you talk badly about your customers internally, sooner or later it will be reflected in the field. Have you ever complained about the lack of loyalty of your customers?

But then, what strategy adopt, how reasons our employees? Is it possible to want to sell without wanting to win on the field? I would dare to propose a different path:

My clients’ success is my success.

Instead of perceiving our customer as an element external to our company from which we must get the most for our own interests, why not broaden our vision and make our customers partner of ours success.

If, howcommunications agencyyou participate in putting one of your clients on the path to success, this prestige will reflect on you. In this way their satisfaction will lead to favorable word of mouth. We know that today the word of mouth it can take on incredible dimensions, especially through social networks.

Thinking first about the financial situation of your company is an absolutely normal reflex, but betting everything on it satisfaction of your customers and contributing to their success remains the best recipe keep and in the long term establish a lasting and peaceful relationship. You can also read this article to understand how customer loyalty has become one of the keys to Marketing today!

Always look for that something extra, truly invest yourself, look for the best recipes to apply in your client’s field, be their partner. I am completely convinced that today more than ever it is necessary to know how to maintain a sincere relationship with your customer.

If you’ve already read my other articles, you know how much I champion the merits of authenticity in the field of communication. Communicate who you are! Having this different approach from your competitors, being recognized for being the company that wants its customers to grow, being their partner. These qualities cannot be sold, just as honesty, integrity or punctuality cannot be sold. These are the moral values ​​of your company, the ones that should characterize you, your DNA!

Always add something to your performance, something that makes you say «Wow!» » to your customer, something they don’t expect and will remember. This could be an additional service or simply a follow-up a few weeks after the service to make sure everything is going well and that you are able to achieve your goals. Learn to retain your customers through who you are. Each of your customers isn’t just an opportunity to generate revenue, it’s your greatest opportunity to find the next one! He can be your partner and you can be his!

Don’t be available or only available when there is something to sell!

Of course, you will surely meet customers who will sometimes make you regret this attitude, be firm in these cases, the relationship must be respected in both directions and possibly do not repeat the experience.

There was a time when we talked a lot about respect, etiquette and honor. I think the time has come to return to these values! Be reliable, in the long run, there is a good chance that these values ​​will pave the way for your success.