Is your business intentionally creating Frisbee customers or Boomerang customers? (Hint – you WANT Boomerang customers!) Business owners need their customers to return and bring their friends. Good news is that you CAN create boomerang customers. Begin with these five steps.
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.Office of Consumer Affairs
Boomerang me baby.
Five Steps to Create Boomerang Customers
1) Make me feel welcomed – every time!
This means looking up from your task and making eye contact.
I, your customer, cannot stress the importance of this enough. If I walk into your business and no one looks up at me to acknowledge I’ve entered, it feels as if I’m intruding. That’s not the tone that makes me want to drop a load of cash in your store.
Then you smile.
Then you speak!
Click on this link for visuals to share with your staff.
2) Put the Phone Away
I mean away,
not upside down,
not in your pocket,
When your customer sees your phone, it implies that you’re waiting for someone, someone more important than them, to call. And that they don’t deserve your undivided attention.
3) Help Me (your customer)
You’re not a mind reader so ask your customer what you can help them with, what you can do for them, how you can assist them today. The way your team greets your customer sets the tone for an experience. Two examples:
- “hey, what’s up?”
- “welcome, how may I be of service to you today?”
Decide the tone you want for your business, create a greeting, and train your staff.
70% of buying experiences are based on how the customer feels they are being treated.McKinsey
4) Thank Me (your customer)
I’m not just a transaction, I’m a person. Don’t simply love my money.
A sincere “thank you for visiting today” will start your boomerang customer out the door with a GREAT feeling about their purchase and interaction.
Most likely they’ll take those warm fuzzies and pass them along in form of opening the door for someone else, smiling at a stranger, or forgiving the person who just cut them off in traffic (rather than laying on the horn and what have you. . . )
5) Don’t Leave Me Hangin’
What happens when I leave? Am I out of sight, out of mind? This is one of the most important parts of creating a boomerang customer – and somewhere where many, many businesses fail.
How do you keep my attention when I leave? Is it a quick thank you text, an email survey or invite to post a review, is it an occasional email with a coupon for a little ‘sumthin ‘sumthin?
When I leave there must be a strategy for helping me to remember your business, thus reminding me to come back (and bring a friend).
I’ve too many distractions out there, too many hungry businesses that are vying for my attention and dollars.
Samantha works with small businesses helping owners to ‘tame the overwhelm’.
She conducts workshops and trainings in hospitality, customer experience, and creating a culture in the workplace that inspires and motivates employees (and customers!).
To contact, email: firstname.lastname@example.org