HOW TO BE THE BEST PLAYER ON THE FIELD (AND GET REPEAT BUSINESS)
(written by Anything Creative)

It is common knowledge that it costs so much more to get a new client, than to retain current clients.  Especially in an age where technology makes it easy to shop around for another supplier and find the best deal around.  It is vital that your customer sees you in partnership with them and know that you have their best interests at heart.  A couple of ways of doing this are:

Be committed to your client
This doesn’t mean that you drop everything as soon as a client calls, but you can ensure that you provide achievable delivery times and stick to them or that you try to help out in emergency circumstances.  Take time to listen to the client’s needs and make sure that the client knows that you appreciate their business, by supplying the work to their standard and liking.

Communication needs to be good
Clients like to know that you are available to take their call, or that their email will be responded to within a day or two.  They want to feel as if they are the only client you have and appreciate that you take the time to communicate with them on their projects progress.  Keeping in touch with your client is vital and even if you are not working on a project for them, send them newsletters, so that they know what your business is doing and that you are still there for them.

Keep abreast of your industry
Ensure that you know more than your client about your industry and that you are up to date with any  changes happening.   Your client sees you as the expert in your field and looks to you for guidance.  If you don’t know about something which the client brings up, agree to look into it and come back to the client with the research you’ve done.

Keep it personal and know your customer well
Relationships that become partnerships are the ones that will last a lifetime.  If you are interested in your clients life (business and personal), you move into a partnership with them and build repeat business by just conducting a simple conversation and fulfilling their needs.  It also becomes harder for the client to move away, if they have moved onto a personal level with you.

Always remember that repeat customers, who have enjoyed their experience with your company, are walking billboards.  They will talk about their experience to their friends and will have no problem recommending you to someone else!