Keep Customers Coming Back
Do you always get new customers but don’t tend to see them returning for more?
Lots of new faces are very exciting to any business. It means you’re getting noticed. However, if you’ve realized that you don’t tend to see the same face twice there certainly is an opportunity to turn that around. First step: getting to the bottom of why your customers don’t return.
Key questions
Do you know if they like what they’re eating (or drinking)? This is the biggest question of them all. Really, if this is answered with a no, then you’re back to square one.
What is their experience like? Negative experiences are harsher than you think. More people who have negative experiences will tell more people than anyone who has a positive experience. Sure, if someone has a good experience they’re likely to share it, but not with as many people as that one who had the bad experience. Also, people tend to not return or won’t buy again if there is a negative association.
When are they eating or drinking what you provide? This is an unintentional trick question. You may immediately think a particular time of the day like in the morning or a specific meal like breakfast will be a sufficient answer. But the real answer could be those 10 minutes between getting the kids on their way with school and my first meeting of the day. Life is busy and you never know what people are going through, but you may find a pattern as to when your customers have taken the time to (hopefully) enjoy your food.
These questions will get you started. Once you ask a few more questions and compile all the information, you’ll be on your way to keeping your customers. After all, repeat customers spend twice as much as new customers! Just think, all that time, energy, and money you have poured into gaining these customers in the first place will be rewarded.
“I never knew how much there was to branding. I remembered, in the beginning, I wondered, ’Really? Is this really what I need?’ Then I started to think about what you were trying to tell me. You knew what you were doing and I clearly didn’t. I realized this is going to get me to where I need to get.”
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