Thoughtful Thursdays – Are your customers loyal?
I believe that we would like to think that our customers are loyal, but are they?
Loyalty is earned and is the ultimate gift your customer can give you. It makes the hard work of the sales professional their support team all worthwhile.
There was a major foul up at The Oscars this year. Time will tell if the Academy of Motion Pictures Arts and Sciences is a loyal customer of PricewaterhouseCoopers.
Thoughts about loyalty:
- It does not exist without a relationship
- Loyalty can not be bought
- Do not equate repeat sales to loyalty
- A satisfied customer is not necessarily a loyal customer
- Loyalty is a two way street
- Loyalty will trump customer dissatisfaction
- Loyalty grows your business
- It goes beyond you and involves everyone in your company
Think about what can damage a relationship and use every resource available to make sure it does not happen. When it does, and it will, have plans in place to quickly mitigate whatever the situation is.
Good selling,
Richard
Have a question about sales? Contact Sakanashi and Associates Inc. and I will respond.
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