I read an article recently about three simple steps that make customer retention easy. I had to laugh though, as it was three pages long and each of the 3 steps were comprised of 5-6 sub-steps, none of which were easy! So, I've compiled my own list of three simple steps.
Over the last week or so, we've had single-digit temperatures and several inches of snow. It is "beginning to look a lot like Christmas," which is exactly what we want this time of year in Ohio. Colder weather typically arrives in Octoer and we turn the heat on to take the chill off in the morning. We play a game at our house... how long can we go before we turn the heat on for good?! We got our first blast of cold air back in early October. We were still playing the game at our house and hadn't turned the heat on yet, but my elderly parents were freezing. That happens when you're 85 & 90-plus, especially when your furnace goes out! They called the repairman and sure enough, they needed a new furnace.
Now, I don't know about you, but I've never purchased a furnace. My furnace has always come with the house, and we haven't yet had to replace one. But I'm pretty sure that for most of us, buying a furnace is not a normal, everyday purchase, where you pick and choose where to buy based on customer service and loyalty. So I was shocked at the level of service provided. The company Dad called responded almost immediately, worked over the weekend, explained exactly what they were doing (Dad watched and chatted with them the entire time!), brought in heaters for overnight use, wore shoe protectors and cleaned up after themselves, and then hand-delivered a fruit bouquet three days later to ensure that everything was working properly and to say "thank you for your business!" All that for a single purchase that will last for the next 15-20 years. It still boggles my mind... I can almost guarantee you that my Dad is not going to buy another furnace anytime soon. I'll also tell you that I know who to call when my furnace does go out, which is just a matter of time, I'm sure!
The bottom line is this company gets it! They hire friendly, polite people who care about the quality of their work. They care about their customers, listen to what they're saying, and respond accordingly. They appreciate each and every customer. To them, it really is as easy as 1 -2 - 3.
1) Engage & Respect your customers
2) Listen & Respond to their needs
3) Show Appreciation
So no matter what type of business you're in (B2B or B2C), keep your retention strategy simple. 1 - 2 - 3; it really is that easy!