Hotel after-sales management

Effective ways and methods to maintain customers

Identify customer needs, segment customers and actively meet customer needs.

1. 1. More preferential measures, such as quantity discount, gifts and longer-term credit sales. And often communicate with customers to maintain a good and harmonious relationship and harmonious atmosphere.

1.2. Special treatment for special customers. According to the 80/20 principle, 80% of the company's profits are created by 20% of its customers. Not all customers have the same value to the enterprise. Some customers bring higher profit margins, and some customers have longer-term strategic significance to the enterprise. According to a research report published in Harvard Business Journal, customers who patronize for many times can bring 20% benefits to enterprises than customers who patronize for the first time. Therefore, a good management enterprise should subdivide its customers according to its own value and profit rate, and pay close attention to high-value customers to ensure that they can get the special service and treatment they deserve, so as to become loyal customers of the enterprise.

1.3. Provide systematic solutions, not only at the level of selling products to customers, but also actively tailor a set of suitable systematic solutions for customers, care for and support customers' development in a wider range, enhance customers' purchasing power, expand customers' purchasing scale, or discuss new consumption patterns and modes with customers to create and promote new demands.

Establish a customer database and establish a good relationship with customers.

In the information age, customers can get more and more detailed information about products and services through various convenient channels such as the Internet, which makes customers smarter, stronger and more intolerant of passive sales promotion than before. In this way, emotional communication with customers is an important way for enterprises to maintain customer relations. Daily visits, sincere greetings on holidays, happy weddings, a sincere birthday wish and a bunch of flowers will deeply impress customers. The end of the transaction does not mean the end of the customer relationship. It is necessary to keep in touch with customers after the sale to ensure their satisfaction continues. Because customers are more willing to associate with people who are similar to themselves, they hope that the relationship with the enterprise is not just a simple business relationship. Enterprises need to quickly establish a good interactive relationship with each customer and provide personalized services to customers, so that customers can get a good psychological experience outside the product during the purchase process.

Communicate with customers in depth to prevent misunderstanding.

Customers' needs can not be effectively met, which is often the most critical factor leading to the loss of corporate customers. On the one hand, enterprises should timely convey the information of business strategy and strategic changes to customers, so as to facilitate the smooth development of customer work. At the same time, collect customers' opinions and suggestions on enterprise products and services, and integrate them into the improvement of enterprise work. In this way, not only can the old customers understand the business intention of the enterprise, but also the marketing strategy of the enterprise can be effectively adjusted to adapt to the changes in customer demand. On the other hand, we should be good at listening to customers' opinions and suggestions, establish corresponding communication channels for complaints and after-sales service, encourage dissatisfied customers to put forward their opinions, and deal with customers' dissatisfaction in time. We should also consider the problem from the perspective of respecting and understanding customers and adopt a positive, enthusiastic and timely attitude. At the same time, we should follow up to understand customers and take active and effective remedial measures. A lot of practice shows that 2/3 customers leave their suppliers because they don't care enough about their customers.

Create obstacles for customers to leave

An effective way to retain and maintain customers is to create obstacles for customers to leave, so that customers are afraid to buy competitors' products easily. Therefore, from the perspective of enterprises themselves, we should constantly innovate, improve technical means and management methods, and raise the transfer cost and threshold of customers; In terms of psychological factors, enterprises should strive to maintain close relationship with customers, make customers emotionally loyal to the enterprise, and have dependence and habitual psychology on corporate image, values and products, so as to establish long-term relations with enterprises.

The level of brand is directly related to the degree of customer participation. If the corporate brand has a low level and status in customers' minds, customers' desire to participate in the enterprise is relatively weak, while if a brand has a high status in customers' minds and even thinks that the brand is related to their own vital interests, then customers are more willing to participate in various activities of the enterprise, and the relationship between the enterprise and customers is closer, especially when they regard the brand as a spiritual brand, this participation can reach the highest level. Therefore, this requires enterprises to change the information dissemination mode of one-way indoctrination in the past, try to communicate and interact with customers, and let customers participate in it, so as to establish long-term and stable customer feelings and friendship and be in an invincible position.

Cultivate loyal employees and constantly train service personnel.

Loyal employees can bring loyal customers. A sales expert profoundly pointed out that failed salespeople often consider problems from the perspective of finding new customers to replace old customers, while successful salespeople consider problems from the perspective of keeping existing customers and expanding new customers, so that sales are increasing and sales performance is getting better and better. Sales to new customers are just icing on the cake. Without a solid base of old customers, sales to new customers can only make up for the lost old customers, and the total sales volume will not increase.

From the analysis of service profit chain (pictured), we can see that to maintain customer loyalty, we must start with employees. Specifically, the following measures can be taken: (1) Pay attention to employee training and education, and provide employees with opportunities for development and promotion; (2) Create good working conditions for employees as much as possible, so that they can finish their work efficiently; (3) Understand the various needs of employees and meet them in a targeted manner; (4) Advocating the corporate culture of internal cooperation and teamwork spirit.