Repeat business is an important part of a company's revenue stream - especially in today's challenging economy. Unfortunately, many companies fail to generate adequate repeat business due to one reason or another. In fact, research has shown that there are about nine reasons why a customer may not buy from your business a second time. And if you address these issues, there is a good chance you will see a nice increase in repeat sales.
The 9 Reasons Why Someone Does Not Buy From You After The Initial Order:
Reason #1. Delayed Follow-Up Or No Follow-Up After The Initial Sale - Be sure to capture everyone's name, address, phone number and e-mail address so that you can thank them after a sale and send out helpful marketing materials.
Reason #2. A Missed Deadline - If a deadline is going to be missed, be sure to apologize to your client. Be sure to follow through on any promises you may have made regarding a missed deadline discount or other customer retention methods.
Reason #3. Lack Of Performance On Their Initial Order - Be sure to take a survey so that you know the level of your clients' customer satisfaction. If any issues arise, do whatever you can to resolve them.
Reason #4. They Could Not Contact You After Their Initial Order - Be sure to make yourself available to clients and return calls promptly.
Reason #5. Your Competition Offered A Better Deal -Remember, it is not so much about price as it is value. Assess how well you are communicating the value you bring to your clients.
Reason #6. They Forgot Your Contact Information Or Website Address - Make your contact information readily available and easily accessible. This will ensure that they have your number handy when they need it.
Reason #7. A Bad Customer Service Experience - Bad customer service will not only affect how your client feels about your business, but will also affect how others he or she talks to feels about your business. Make exceptional customer service a priority.
Reason #8. Lack Of Cross-Selling Or Up-Selling On The Initial Order - Do not be afraid to offer additional services to your clients. If you have a service that can help your client, your client deserves to hear about it. They will most likely appreciate you informing them about it.
Reason #9. Your Competition Offered A Better Guarantee -Always offer a guarantee to lower a prospect and clients perceived risk. If a prospect or client knows that they risk little when using your service, they are more likely to give you their repeat business.
Summary: At the end of the business day, you must not only remove someone's risk in order to gain their repeat business, but you also need to solve any issues they may have had on the initial purchase. Additionally, you need to stay in contact with them over time to ensure they buy from you again.
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