And the answer is NOT Covid !!!!
Many, if not most companies work very hard to promote themselves in many ways, attending networking meetings, creating social media posts, employing a sales force even – all targeted at going out to get NEW BUSINESS.
They then ignore, or neglect their current customer base. Here are the top 5 reasons why:
- Er, um, I don’t know who my customers are. They come to my web-site, they buy and then they go somewhere else. There is no loyalty any more.
Answer: I’m not surprised, if you never follow up, never say thank you why would you expect anything else.
- My CRM isn’t up to date?
Answer: Well it should be!!! Your customers are one of your best assets. There are people out there that can automate this for you from your Accounts system BUT remember – the Accounts payable Clerk is most unlikely to be the BUYING person! So make sure you get the name(s) of the people that you would want to talk to again.
Another route is to delegate it to a member of staff, or a Virtual Assistant
- Hasn’t GDPR put a stop to all that?
Answer: Absolutely NOT. You can contact your customers at any time, to discuss things with them, but yes of course you have to respect and adhere to GDPR
- I haven’t got the time
Answer: I’m sorry, but stop doing other things and get in touch with your customers!! It doesn’t have to be every day, or even every week.
If you really have problems, get a VA (Vitrual Assistant) to do it in a structured way. (Yes I know some good VA’s who I am sure would be pleased to help).
- Buy “why?” do it, I just don’t get it? My customers come to me.
Answer: It’s good that customers come to you, and you should be congratulated on that, but how many of the ones that came last week (month, year) are still buying from you? Wouldn’t you just love it if you hade all of them still.
So do it – formulate a plan to
a) know who they are,
b) know how to contact them, and what a good frequency of contact is and
c) DO IT, NOW
I hope you enjoyed this article. If you did, please get intouch with your questions, or just comment directly. Thank you.