This time, I didn’t make an appointment. I couldn’t decide when to do it, until I was ready. I remember the touch of his magic hands as I was walking to the shop. I peeked inside, and I could see three men waiting to get their hair cut. This was the first time I didn’t open the door.
A few minutes later, I was in a different chair, getting my hair cut by a different person.
I was asking myself why? And, the only reason why he lost me, was this:
He didn’t stay in touch with me.
You should contact your customers, and focus on your customer retention rate:
Your customer retention rate is calculated by measuring the percentage number of customers that you have retained over a given period.
In other words, you don’t want your customers leaving you. Keep them coming back.
I didn’t have time to wait. That’s the only reason I ended up at a different place. If he had contacted me first, and offered me a specific time and date for the hair cut, he wouldn’t have lost me.
A simple customer retention strategy
The company could send a postcard or an e-mail reminder that it’s time to make another visit. To send a reminder, the shop would simply have to identify the customers who were in six weeks ago, print labels and send postcards once a week. That’s a little work invested for a potentially large return.
A company should:
- Keep customers happy
- Reduce customer effort, and
- Deliver excellent customer service
Stay in touch with them, make your customers smile. That’s what I did when a wheelbarrow made me feel like the best dad in the world.
People will forget what you said, people will forget what you did, but people will never forget how you made them feel.
– Maya Angelou
Let me end by asking you this:
Do you stay in touch with your customers? What’s your customer retention strategy?