When clients – or prospects – are making requests of you, it may behoove you to listen, even if it costs you a little money. Why? 5% of your current clients are leaving because their friends and colleagues are telling them about the great service your competitors are providing. 9% of your customers are being lured away by your direct competitors discounts, coupons, or initial freebies.
Occasions clients make a request that cost you a small amount of money in the short term, just may be the opportunities you have been seeking to gain some long-term revenue. For example, more and more women are learning to play and enjoy the game of golf. But for those who have young children, taking golf lessons and playing the game becomes difficult, if not impossible, due to the challenges of finding a babysitter for the morning or afternoon.
How much would it cost the facility to offer babysitting – for a few – to those who want and need it? Very little compared to the increased - and loyal - clients that the club would gain by welcoming a whole new market to the game of golf, and by providing a very valuable benefit to its current members. (And when the first local golf club takes action on this very valuable advice, please let me know as I will be their first new client!)
Loyal, happy clients value service. They are even willing to pay a bit more for services that are important to them. Show your clients that you value them and provide the services that they want. Increase your customer satisfaction and retention levels by considering the needs of your customers. They’ll thank you by referring their friends and colleagues to you. It’s a true win-win!