Retaining Satisfied Clients

March 20, 2003

All of the hard work in attracting new customers can be for nothing if there is not a dependable system for retaining satisfied customers.

It is said that it costs three times as much to obtain a new customer as it does to retain an existing one.

A successful way to create good customer feelings toward the firm is to show that you genuinely care about each of your customers.

Other ways are:

  • Dress appropriately.

  • Always show up on time. Don't ever underestimate the importance of other people's time.

  • Have a firm pricing policy.

  • When selling a service, ask the customer in advance what the customer expects you to deliver.

  • Keep in touch with the customer after the service is delivered.

  • Be confident and friendly when you approach your customers.

  • Provide a guarantee policy. Specify what is covered and for how long.

  • Make sure your customers know exactly what they obtain for your price and what are considered extras.

Some very effective phrases to use with your customers:
  • I'll take care of that for you.

  • I take full responsibility.

  • We want your business.

  • Thank you for thinking of us.

  • Consider it done.

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