Does the reputation online of your business satisfy your potential clients?
If amig@, these are some of the reactions that have your potential clients when they find your business through Internet
And those reactions, brought about by the opinions of your clients, are those that define your level of reputation online. We go, really, buen@ or mal@ that you are according to your clients.
Therefore, you like or not (that of how goes that is to say there is to prepare a paella you have been able to think sometimes), you want it or no,¦ although you cabree, your business is at the expense of the opinion that of him your clients have.
Although that always has been thus, only that before, the famous mouth mouth was neither so fast, nor had as much reach nor repercussion as the opinions have it online.
Before, if you did not take care of a claim (founded) in your business, than it could more happen is that the relatives of your client, their friendly and neighbors, would never come to your business. But the thing did not happen to majors.
Nowadays, all that indignation is going to run as the powder by the social networks. The critics are going to appear forever in the directories in whom it appears your business.
Panorama Goes! Your business at the expense of which your clients think. Then YES
And what you can make to avoid it. NOTHING
Caramba then why to continue reading¦
It is that you cannot make nothing avoid that happens, but can use all this reality in your favor.
If amig@, you can cause that this new reality favors to your business.
There the keys go to improve your reputation online:
1- The best thing works than you can. Professionalism
You do not burn the paella, you do not offer expired material, you really do the consultancy thinking about your client (and not taking advantage of the documentation other similarities)¦, works the best thing than you can.
Yes, the best thing than you can, not it better than you know, because you always can learn more, so to improve it has been shelp.
2- You are not right always. Empathy
. Certainly you know more than your client (the majority of the times), but already have seen who shows the power of the dark side certain?
It is certain that sometimes you will be with a edge. To this that they give him.
Another you will be somebody that goes a little past. Passing of the subject¦ if it is necessary flames to the agents of the Order ð
The minuses, one that has sent your competition for putear to you. To those you write down the matriculation to them and you serve your better specialty to them.
But the majority of the times, your clients will be people who, mistaken or no, are going to experience some sensations when they consume your products or services, and those sensations are those that are, and hardly you are going them to change.
Therefore, it recognizes that perhaps you do not have been to the height. Without objections. All we commit errors, so accept it and recognize it.
3- You must be very kind. Cleverness
Clearly, if you want to improve the reputation of your business you must be kind to the reactions that have your clients when they consume your products or your services.
If you detect a certain degree of satisfaction in them, take advantage of it and ask to them there that they leave an opinion on his experience where interests to you more (Yelp, Tripadvisor, Google.)
In addition, if you want to use a platform to manage those opinions, and to facilitate your clients who leave their commentary, I recommend to you that you see this video in which we showed an effective method to you, simple and very practitioner, to improve the reputation online of your business.
I only want to do, before finishing to you, an observation in relation to the subject of the opinions.
Each portal of opinions is a world. Each has its policies, and each establishes its requirements, so I recommend to you that, before you put yourself to ask opinions your clients, you consult the conditions who settle down each of these portals, to adapt better to the requirements than they establish to validate them and to verify them.
Post leaves me your commentaries in, and if you think that I am right more than santo in which I have explained to you, you do not prevail of the knowledge to your amig@s, and shares this article.
After all, we received what we give no?
Whichever times you have become the following affirmations?
This is not for my business; the great ones have more resources; they have equipment of marketing dedicated to their business; clearly, if I were the McDonalds; .....
The certain thing is that, as everything in the life, there are things that are certain, and things that no.
Amazon, Corte Ingl©s, Unequal,¦. all of them have more resources, equipment of marketing, much experience, image, brand,¦.
But the important thing for you, is that you can also implement with your clients, many of the strategies who use Amazon or Corte Ingl©s, with less resources, less personnel, less experience, less¦. what you want!
What it happens is that they did not explain to you how to do it, nor their equipment of marketing either.
It does not interest to them to do it.
They do not want that you are its competitor.
For that I here am.
In order to tell you what Amazon and Corte Ingl©s do not want that you know.
It is certain that these great companies have tens of dedicated people to influence to their clients, and whom are it potentially, so that they spend more money in his products or services.
The truth is that also you would like to do it truth?
If you follow our blog, you will know of the importance that we give the fact to have a list with all the possible data of your clients.
At least with the name, the email and the date of birthday.
Also we have spoken of the use of the email marketing with those clients, in fact already you know the piece email course marketing who we have totally gratuitous¦ or no?
If you do not have the list of clients you do not continue reading and she implements already!
Then with these premises I am going to explain 6 strategies to you essential fidelizar to your clients, who Amazon and Corte Ingl©s do not want that you know, and much less that you apply them.
Ah, can seem evident, but just in case: they if they apply them ð
1# Felicita to your clients by its birthday
It enchants to me,
It makes me feel well,
That my supplier congratulates me by my birthday, demonstrates me that I am not only anybody to whom to remove the money it doesn't seem to you?
If in addition you prepare a detail to them, BINGO.
If there is a date that to tod@s we like to celebrate is the one of our birthday, so, why you are going to let pass the occasion to be present in the mind of your clients in one of the most important days for them?
Perhaps Or they don't congratulate the unnamable ones to you of more above when yours arrives?
Therefore, already you know, implements this strategy and you will be able to attract your business to your clients in a day in which more they are a little predisposed to spend money ð
2# Implementa a Seal Card
This is a very typical strategy in businesses with much repetition: restaurants, hairdressing salons, stores delicatessen,¦
If you have a business of this type, you must implement strategies of the type, the 10 menu it payment I, or the 5 haircut, free.
These strategies maintain to your client stuck to your business.
Or where you think that it will eat your client, if your you invite to him to a menu of each 10?
However, you do not do it and hopes to that a competitor comes (normally a tax exemption) that he will rob the client.
3# Prize Top Client
Surely now I am going to pillage to you.
To that you do not know, with certainty, without fear to be mistaken, as they are your 3 better clients?
Good perhaps, if you have few if you know it, but have many certainly you do not guess right with the three.
Than it is dealt with this strategy is that you award your better clients, to which spend more money in your business.
A gift, a drawing, some entered for a spectacle, investigates them and gives something them that arrives to them at the heart.
That can seem obvious, but I repeat you know who is yours?
shelp my mother to me when he was small.
Then already you know.
4# To third goes the won one
When I discovered this strategy I thought, then the same it is right.
You know that esteem that until a client does not buy in your business by third time, we cannot consider it a true client?
Caramba, because you put it to me easy, truth? It is necessary to be able of which all the clients who enter our business buy, and at least 3 times do it.
It is that simple.
So when a client realises his second purchase in your business, you must put into operation this strategy, and make him arrive an irresistible promotion that attracts it your business by third time.
5# Events VIP
To some of your clients they like many more things to part of your services and/or products.
To some they like to attend maridajes and product tastings, to others they like the theater, some go to parades, and to others they simply like to leave to take a beer with people guay.
You do not fail to take advantage of the occasion to invite your clients to acts of this style.
Preferably if you organize them. It would lack more!
It organizes the day of the club and invites them to some refreshments and to prick-it itches in your business, or the neighboring cafeteria.
Any excuse is good to improve the personal relation with your clients, you don't create?
6# Thanks of heart
I have shelp to You that the thanked for being is of born good?
Nothing costs to send an email, tuna, candy, of heart, to all clients, one or two days after its purchase, being thankful to them the confidence that continue showing with your products and services.
That yes, in this strategy I must to you put
If you have a business of much repetition: meal of the day, lies down with products of daily consumption or weekly,¦ you must be a little careful with this strategy.
Ponte in the place of your client (that you must always do it).
You imagine to go to eat every day the menu to a restaurant and to every time receive the same message of Thanks, of heart?
To good listener¦.
What have seemed you the strategies?
You have implemented Them sometimes?
You are going to implement some?
Post leaves me your commentaries in, and if you think that I am right more than santo in which I have explained to you, you do not prevail of the knowledge to your amig@s, and shares this article.
After all, we received what we give no?
Until in a moment
You are propietario/of a an Aesthetic or Dental Clinic?
You have the objective of your business focused in your client?
You continue yourself forming in best and the more technical outposts to give a better service to your clients?
¦. certainly yes, certain? ¦
Nevertheless, you think that all that effort is not compensated. You feel that you are not able to make arrive at your clients everything what your Clinic can do by them.
At the moment, only there is a secret so that your Clinic improves day to day (apart from which you offer a good relation quality/price in your services, but this I am going it to estimate).
I am going it to you to summarize in a phrase:
- When you offer a new service, they must it know.
- When you write a new article, they must read it.
- When you acquire a new equipment, you must communicate it.
- When you incorporate a new member to the equipment, they have to be first in knowing it.
- When you have an irresistible promotion, who you think that it must know it in the first place.
And how made is this?
When you have few clients (less than 25), you can call to them by telephone to all, indiscriminately.
When you have 100 clients less than, you can send an e-mail to each of them, indiscriminately.
When you have more than 100 clients the subject is begun to complicate, since many calls and many post office begin to be indiscriminate manuals, and more if you want to establish with your clients a perfect relation in which you want to offer the information to them what really it interests to them.
In this point already you need a SYSTEM
That yes, you need a SYSTEM thought about the real needs your clients and about those your Clinic.
A SYSTEM that boasts designs on the basis of some previous objectives, and must plan some directed strategies to secure those objectives.
But before entering to describe to those objectives and strategies, I want to do some to you questions:
- What you do with the clients who arrive for the first time at the Clinic?
- You have some SYSTEM to cause that those clients return?
- You have some SYSTEM that can influence in the habits of consumption of your clients?
And most basic of all
- You construct a list of clients with data as the date of birth, and the e-mail? And more important still, you use it somehow?
It would like me that you participated in this article and you left the answers me to these questions in the commentaries ok?
Good, once put in flour, we are going to design the objectives that you must consider and the strategies that you must implement, to have a permanent and efficient contact with the clients of your Clinic.
Objectives that must have your Clinic
- To have one lists, at least, with the name, the email and the date of birthday of all the people who enter your Clinic (and in your Web, but that we spoke it another day). The perfect excuse is the one to mount a Club of Clients.
- Quantitative objectives
- You want to let grow the list of clients
- You want to sell more to your clients
- You want to retain more to your clients
- You want to catch new clients.
- Qualitative objectives
- You want to offer to your clients what they want or really they need.
- You love clients who feel that they are fundamental part of the Clinic.
- You love clients who really feel satisfied to promote your Clinic.
- You want to show your clients all the capacity and effectiveness to them of your services and products
Strategies to achieve the objectives
- The one of Welcome. Indeed, you will give the welcome to all clients, inviting them to comprise of your Club of clients. In this way we will begin to construct the list (objective 1).
- The Diffusion of the Club Client. You will make diffusion of your form from subscription to your Club Client by your webpage, by social networks, by means of flyers¦ so that so many people are united to the Club as they want (objective 2,1).
- The Strategy of the complementary service, about launching of product or service, by vol. investment¦ is of focused strategies to secure a greater consumption on the part of your clients (objective 2.2)
- The Recovery of clients. You think that a client yours who feels like care, informed, that receives some promotion¦. he is going to be easy that he resorts to the services of another Clinic? I know that it will be difficult that happens. (objective 2,3). But some client would have that temptation, you can implement recovery strategies, for example with all the clients whom a certain time does that they do not go to your Clinic.
- Strategies to share in social networks , see with a friend¦ Your clients will be proud to take to your Clinic to their friendships since they are enchanted with the relation that they are obtaining with you (objective 2,4).
- If a client yours is not interested for anything in the surgery, you don't think that he is better to offer your other services to him? , those by which yes it shows interest? Give what really they want to them and you will have faithful clients (objective 3.1)
- Invite them to events, informed tenlos into your last successes, your last presentations, really, beam that feel as a member of the family of your Clinic (objective 3,2).
- It restores the day of the new partner and asks to them your clients who come with their friendships. It asks your clients who share your information in their social networks. It thinks that they are enchanted with the relation that they have with you. They will do it without a doubt. Who does not promote does something than feel like part? (objective 3,3).
- Newsletter. You must create one, and if you have it, use it correctly. Your clients must wait for your publication (weekly, biweekly, monthly¦ you decide although I recommend to you, at least, one to the month) in which them information of the last new features of your Clinic, your sector, last products¦ You will demonstrate to them that you are to the last one. That they are in the best hands ð
He is not bad truth? and all this How I do it? What tools I need? How I define in detail the strategies? ¦
You do not worry, we will be seeing these subjects in detail in other articles, but you want to know a SYSTEM effective, gratuitous, detailed and proven BEAM CLICK HERE
Good, if you think that this article you has served for something, if you think that the information that I have provided to you has value, comp¡rtela. After all we received what we give no?
Until in a moment.
When I ask to him a client which is its objective when home to work, it says almost always to me that to sell more or to have more clients. Today I am going to concentrate in how to secure that objective of a form different from which the great majority does: to sell more present clients.
Why to sell present clients it is the shortest way more towards the success?
When any business considers the necessity to sell more, normally it is sent to obtain new clients.
You must know that 3 ways exist to be able to sell more in your business:
- To obtain more new clients
- That the present clients buy more (they increase the value of the ticket and its frequency of purchase)
- To reclaim lost clients
Even though that, as he told you, almost all the proprietors of businesses send themselves to by the first option, you would have to know that the fastest, cheap and sustainable form to increase the sales in your business is the second option: To sell more your present clients.
This greater sale can have 3 forms:
To sell more products or services to them.
To sell more expensive products or services to them.
To sell to them most frequently.
Anyone of the 3 forms is very valid to secure the objective to increase the sales in your business.
When before it commented to you that it was the cheapest form, referred to me to that the cost of acquisition of a new client is of 4 to 6 times more expensive than the cost of maintenance of a client whom already it is buying to you.
The results of this type of activities are so spectacular because with an increase of 5% in the ratio of retention of clients you would produce an increase among the 25 and 95% of the benefits in your business.
The Arms What you need to have to sell more to present clients?
Once we know clearly that this it is the shortest way, you must know as they are the elements that you are going to need to be able to sell more to present clients:
#1 a list of clients
Or I have often commented to you in the entrances and in the videos that are essential that you begin or one lists with the data of your clients.
Nowadays whenever you see a client leave by the door of your business without having its data of contact (at least the email), you would have to see as a ticket of 100 or 500 Euros goes away by your door.
Without one it lists. you are going to continue rowing from zero every day to take clients to your business.
I do not advise it to you!
#2 a registry of the purchases
Although it is not essential, if he is very recommendable to count on a system that allows you to register what and when they buy your clients to you.
If accounts with that information, its later operation will give to majors benefits you, since you will be able to give each client what it is hoping to be able to buy to you because adapts to its needs and habits.
#3 Automatizar the system of communication with your clients
As in the previous case, you can sell more to your present clients without needing automating the sale system.
But we are realistic¦ It does not have sense to more cheap spend your time in which a machine will do faster, more efficient and than you or anyone of your employees.
The automatization of the system of communication and promotion with your clients is the sour cherry of the pie and the best investment for your business.
The Bullets How to cause that your present clients buy more to you?
Once already you have the elements that your business will need to sell more to your present clients, you will have to equip to the system with the keys that will cause that your clients buy more to you, spend more money, and they do it with more frequency.
#1 the cross-selling
One is to be useful that a client buys a certain product or service to you to present one complementary one to him.
A classic example of cross-selling would be that one store of clothes that send a promotion of jackets to all the buyers of trousers.
#2 Agradecer the purchase with some type of flattery
To the clients we like that they have deferences with us.
Thus, your clients will be thankful that on the following day or after a few days of his visit to your business, you send a note of gratefulness or any type to them of flattery.
This flattery can be for example from a coupon so that they return in X days, to the invitation to an event that celebrates your business in some days.
For example, if you are owner of a restaurant, you can send to your client a note of gratefulness by his visit with an entrance for a class of group kitchen to celebrate in the following dates in your restaurant. You will fidelizar¡s to your client, and if you add to him that she can attend with a friend, you will catch new clients for the system (you do not forget to include to the friend in your data base).
#3 Enviar useful advice and recommendations to your clients
This it is the example of a good work that does not cost money. You only must invest to time and wisdom.
He contributes value to your clients. Teach to them how to use your products or services. Secret samples of the field where you move.
For example, if you have a store of painting materials, it sends to your clients one or two videos to the month of how applying that painting type that is used so much for X work. They always are going to return to buy to your business when they need painting or anyone the products that you sell.
#4 Dar a special treatment to your clients VIP
Certainly all clients are not equal.
More likely 80% of your income come from 20% of your clients (Law of Pareto).
It takes care of to these clients as a gold.
Give special things them.
They are the base of your business, and the principle from which to construct any thing in him.
For example, if you have a product store delicatessen, it invites free of charge to your 10 better clients to an exclusive presentation for them of products of the new season. You are going to see as this small investment multiplies in the next days or weeks (if night does not do it in sales in that same afternoon/).
#5 Dar to know your present clients what is what your you sell
Often your clients buy a certain product in another business because they do not know that you also sell it. That cannot happen to you.
He is very cheap and effective to cause that your clients know exactly in which you can help them and as they are the products or services of which you arrange.
For example, if you have a hotel and you also commercialize excursions, it sends to your clients a promotion so that they know that excursions can do. Send information to them on those excursions, leaving them clear that they can acquire them in your hotel. I propose to you that you stimulate to them with the small flattery by its purchase (for example a white coffee free next to the chimney of the hotel).
#6 Tratar to your clients by the name
To all we like to feel us special and that they take care of to us personally.
That is one of the strengths of the small and medium businesses.
If you have a list of clients, I recommend to you that you use for knowing it the name of your clients at least, at the moment at which they are in your business.
The fact to make feel comfortable your client will cause that more money in your business is spent.
One of the keys to sell your present clients is more that more money in your business is spent.
One of the best forms is the Upselling.
It consists of adding to some extra characteristics to the product or service that contributes to major value and price to him.
Thus for example, if you are owner of a beauty parlor, you can propose the client that has contracted a dye to you, the application of a certain special product for the hair dyed by only X Euros more.
#8 Preguntar the opinion and to ask feedback your clients
It does not have nothing else rewarding that knowledge that worries about one.
Then that is what you must do with your clients.
A good form to do it, once has consumed the product or service that they had contracted, is to ask to them on its experience and on what things value and what things you would have to improve of the same.
You are going to kill two birds of a shot: the client will feel special, and you will be able to improve every day your business with his contributions.
An example could be, in the case of a hotel, send an email being thankful the visit and inviting to answer a small survey online, the next day to check-out of the client in the hotel.
Since you have been able to verify, if you need to sell more in your business of constant and profitable way, the best form to do is selling it more to the present clients of your business.
Until you do not have or optimized the promotion of your goodwill you do not send yourself search new clients by means of advertising or similar investments.
It is much more difficult and expensive that somebody that does not know you buys or consumes in your business, that does it somebody that already is your client.
With this I am not saying to you that you do not look for new clients. No. With this I say you that first you make profitable your clients well and who later you look for new clients, but not to cold door, but raising with a lever you in which already you must to obtain of new. But this already I am going it to leave for a post for more ahead.
Gustaria me who you told me if you have considered to express of profitable way your base of clients, and if so how you have taken it to end.
I wait for your commentaries and contributions in the blog or the social channels. A greeting