Good customers are hard to find, but they are easy to lose. Keeping your current customers happy may be the most important marketing strategy for any small business owner. From small things like your telephone greeting to large ones like how you handle complaints, everything you and your staff does affects your customer relationships.
How do you manage the customer who refuses to be satisfied? That’s just one of the many customer relations dilemmas facing small business owners and managers every day. This collection contains dozens of tactics for keeping your customers happy so they not only stay with you, they bring their friends along, too!
“Keeping Your Business Customer Friendly” points out numerous small things that can turn into big customer irritants if you’re not careful.
“Three Sure Ways To Drive Away Customers” explains how staff attitudes and communication skills ultimately determine just how loyal your customers remain.
“Dealing With Difficult Customers” shows how to turn that steaming monster into a happy, satisfied, repeat buyer.
“Managing Unhappy Service Business Customers” examines the special customer relations problems faced by businesses like repair shops.
“Case Study: Chacon Autos Steers Through A Downturn” goes behind the scenes to see how strong customer relations helped this small business prosper while their competition floundered.
The Dynamic Managers Handbook of Customer Loyalty
Publication date: 29/05/2011
How to keep your customers happy so they keep on being your customers
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