Sell More with the Last Thing You Say to Customers

people talkingIt costs a lot of money to get a customer to buy from you for the first time. A lot of businesses don’t make money on the first transaction. They need to get the customer to come back again.

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One of the biggest mistakes small business people make is focusing too much on new customers. It’s more exciting. It’s sexier.

So sometime, we take our existing customers for granted. We just assume they’ll keep coming back.

Most businesses have a group of very loyal customers. The rest can be lured away. So it pays to focus a good deal of your attention on your existing customers.

You’ve already made the investment to get them to buy from you. Now it’s up to you to get them back again.

The good news is that it can be done with no additional investment.

Sometimes it can be as simple as what you say. Or maybe what you don’t say.

Why don’t all businesses do this?

Sometimes what you don’t say gives them a reason to NOT come back. For example, think of all the places do you go these days where they never say “Thank you.”

Are your people letting your customers know how much you appreciate their business? I’ve know business owners who go so far as to include a line on paychecks that says something like “Thanks to our customers.”

Employees often think more about the person who signs the checks instead of the people who make the check possible. After all, business owners aren’t a fountain of money.

A short sentence that led to more business

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George KruegerBefore BIGG Success – when I still had my real world businesses – I used to stop by a local Dunkin’ Donuts once or twice a week on my way to the office. The owners were a young couple. She was almost always there. She was very personable. We got to know each other over the coming weeks.

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Mary-Lynn FosterYou told me that she started saying something that changed how often you stopped by.

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George KruegerYeah, one day as I was walking toward the door, she said, “See you tomorrow!”

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Mary-Lynn FosterWhoa – the pressure was on!

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George KruegerYou’re right. They did a great job with customers. And I liked her. I wanted to support their business. So, do you want to guess what I did the next day?

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Mary-Lynn FosterYou went in!

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George KruegerRight! And she said, “See you tomorrow!” It worked again and again!

Just one short sentence led to more sales for their business! There’s power in suggestion. It leads to BIGG success!

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Direct link to The Bigg Success Show audio file | podcast:
http://traffic.libsyn.com/biggsuccess/00614-080310.mp3

(Image in today's post by ilco)

2 replies
  1. Carol Roth
    Carol Roth says:

    Great post. There are other things you can say to close out your conversation as well in other business models, such as asking for a testimonial, a referral or what other needs the customer has. Continuing that dialogue past Thanks helps you to leverage those who are already enamored with your products and services.

    Reply

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