How do you maintain closed customer relationships?

1 Set expectations

The first step to maintaining closed customer relationships is to set clear expectations with your customers before and after the sale. Let them know what they can expect from you in terms of delivery, support, follow-up, and communication. Also, find out what they expect from you and how they prefer to be contacted. By aligning your expectations, you can avoid misunderstandings and frustrations and build trust and rapport with your customers.

2 Provide value

The second step to maintaining closed customer relationships is to provide value to your customers beyond the product or service you sold them. This can include sending them useful information, resources, tips, or insights related to their industry, challenges, or goals. You can also offer them additional services, discounts, upgrades, or referrals that can benefit them. The key is to show them that you care about their success and that you are not just interested in selling them more stuff.

3 Ask for feedback

The third step to maintaining closed customer relationships is to ask for feedback from your customers. Feedback can help you improve your products, services, and processes, as well as identify opportunities for upselling, cross-selling, or reselling. You can ask for feedback through surveys, reviews, testimonials, or referrals. You can also use feedback to show appreciation, recognition, and gratitude to your customers. For example, you can thank them for their feedback, share their success stories, or reward them for their referrals.

4 Be responsive

The fourth step to maintaining closed customer relationships is to be responsive to your customers' needs, questions, or issues. Responsiveness can demonstrate your professionalism, reliability, and commitment to your customers. You can be responsive by answering their calls, emails, or messages promptly, resolving their problems quickly, or following up on their requests or concerns. You can also use automation tools, such as email sequences, chatbots, or CRM systems, to streamline your communication and ensure timely and consistent responses.

5 Stay in touch

The fifth step to maintaining closed customer relationships is to stay in touch with your customers regularly. Staying in touch can help you maintain top-of-mind awareness, build long-term relationships, and create opportunities for repeat business or referrals. You can stay in touch by sending them newsletters, updates, invitations, or greetings on relevant occasions, such as birthdays, anniversaries, or holidays. You can also use social media, video calls, or events to connect with your customers on a more personal level.

6 Be authentic

The sixth and final step to maintaining closed customer relationships is to be authentic with your customers. Authenticity can help you establish trust, credibility, and rapport with your customers. You can be authentic by being honest, transparent, and respectful with your customers. You can also show your personality, passion, and values through your communication and actions. By being authentic, you can differentiate yourself from your competitors and create loyal and satisfied customers.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?