Business Coaches can help customers return – again and again.
(1888PressRelease) October 01, 2008 - The wisdom is that 80% of business comes from 20% of customers, so it pays to encourage repeat customers. Founder And CEO of ActionCOACH, Brad Sugars, says that Business Coaches can work with the owners of small-to-medium size businesses to build ongoing relationships.
“The most basic business tool is knowledge,” Sugars said. “Owners need to know abut negative feedback – things customers didn’t like. The best way to find that out is to ask. Often it is something simple that can be fixed easily.”
“Everybody these days uses the cliché that they are willing to go the extra mile,” Sugars continued. “But think about it in real terms. A customer walks into a store with certain expectations about the service they will receive and the type of goods they came to buy. What if that business provided excellent product information and sales staff took a little time to explain how it worked or the added benefits of the new model?”
“The customer’s expectation of buying a quality product would be strengthened if something extra was added, such as a longer guarantee or reassurance that the store would handle any service problems personally. And if the customer received an add-on at no extra cost, such as batteries or a replacement filter, or the offer of a complementary product at a reduced rate, it is a powerful inducement to buy.”
“The last stage of the transaction is also important,” Sugars said. “The final contact makes a lasting impression, so it should end on a positive note. Thank the customer for their business and reassure them they have made a good buy and received value for money. Then follow up with a phone call to enquire if the product is satisfactory and working well within a few days of the sale. It will have a lasting effect.”
“Nothing about this process is difficult,” Sugars pointed out. “However, it often fails to happen because it is seen as too time consuming, people are too busy etc. etc. That’s where a Business Coach comes in. A Business Coach will help owners plan a marketing strategy, help them implement it and then hold them accountable for following the steps they have agreed to! It’s a strategy that puts the focus back on the customer and how essential they are to a business. In addition, a Business Coach will support you, but will also question your results and identify areas where your performance could improve.”
Sugars says increasing numbers are realizing the benefits of personal training – in business as well as in sport – and it’s now a growth industry second only to IT.
ActionCOACH is the world’s number one business coaching firm, with more than 1,000 offices in 26 countries. To learn more about business coaching and ActionCOACH, go to actioncoach.com
Business Coaches can help customers return – again and again. 
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