What are the methods for maintaining customer relationships?

What are the methods for maintaining customer relationships?

Customer relationship refers to a certain connection that an enterprise actively establishes with customers in order to achieve its business goals. Below are the customer relationship maintenance methods I have compiled. You are welcome to read them. I hope you will like them.

What are the ways to maintain customer relationships? Part 1

1. Don’t embarrass customers

When discussing cooperation and projects, you must pay attention to the time period. If times are bad, good cooperation can also come to naught. When customers are in trouble, you must be considerate of others and don't make it difficult for customers. For example, if he is busy with something and he thinks that it would be inappropriate or impossible to do, etc., you should immediately stop your request and tell him that you are very grateful to him no matter what. Your thoughtfulness will make him feel sorry or even guilty, and he will not forget to make it up to you the next time he gets the chance. Of course, in addition to maintaining customers, what is more important is how to obtain new customers. Foreign trade companies often find new customers by searching customer mailboxes.

2. Think about customers

When we cooperate with customers, we must pursue a win-win situation, especially so that customers can present their bosses beautifully. We work for the company and hope to achieve results ourselves. Others also work for the company and they also hope that what they do is done well.

Therefore, when we cooperate, we must be careful not to sell customers things that are useless or unnecessary, and do not let customers spend extra money. Try to reduce unnecessary expenses for customers, and customers will also Save your investment. ,.

We must be grateful for the cooperation given by our customers and express your gratitude to them. For the customer's mistakes or even mistakes, you should show your tolerance instead of blaming, and immediately discuss with the customer to find out the remedy and solution. This way, your customers will appreciate you from the bottom of their hearts.

4. Adhere to principles

A person who adheres to principles will win the respect and trust of customers.

Because customers also know that meeting a need is not unconditional, but must be met while adhering to certain principles. Only in this way will customers have reason to believe that you have also adhered to certain principles when recommending products to them, and they can cooperate and interact with you with confidence.

For example, it is acceptable to appropriately increase certain services and training, but requests that harm the interests of the company, customers or even others must not be agreed to. Because when you can harm the interests of the company or others in front of a customer, he will worry that his interests are also being threatened.

5. Do more things other than sales

For example, I have a client who wants to find a leader of the Education Committee, but cannot find a good opportunity. If I know him and have the opportunity, I will introduce him to him. For example, when they need some information but can't get it, I will help them get it. Even for some difficulties they encounter in life, as long as I know and can do it, I will definitely help them. In this way, the relationship between me and the customer is no longer a cooperative relationship, but more of a friend relationship. In this way, whenever there is an opportunity, they will definitely think of me first.

6. Let your friends recommend you

If you master the previous tips and use them freely, you will win the respect of customers and friends, and most of your friends will do the same. Recommend you among his friends who are traveling together. Then your business will expand rapidly in the industry just like the explosion of an atomic bomb. You have reached the highest level of business and let customers come to you proactively.

7. Don’t neglect to give every business a beautiful ending

When all the work is done and your cooperation with your customers comes to an end, is it the end? Maybe? This is how most salespeople handle it, but it turns out to be a huge mistake. In fact, the end of this business is the perfect time to create the next opportunity. Don’t forget to give some appropriate small gifts to your customers. If your business performance is really good, it’s best to give your customers some unexpected benefits. Giving each business a happy ending will bring you as much benefit as developing a new customer. The reasons are as follows:

If your previous work is not yet in full swing and cannot be upgraded from a cooperative relationship to a friend relationship, doing this at this time can achieve this goal very well.

If the previous cooperation may have been somewhat unsatisfactory, this is a good remedy. Because most people think that since the cooperation is over, the relationship with our customers will naturally end, so for this kind of final thank you without asking for anything in return, they will immediately upgrade you from a cooperative relationship to a friend relationship. Then the next time you need it, it will definitely be yours.

8. Exchange concessions for customer recognition

In the process of communicating with customers, some salespeople think that they play the role of "offender" in every communication: In order to achieve sales goals, move forward step by step, constantly convincing customers to recognize the quality of the product or service, accept the price of the product or service, etc. The sales goals of these sales staff are clear, and their courage to work hard to achieve the goals is commendable, but the methods they use to achieve the goals are not necessarily clever. At least, we do not advocate sales staff to conduct a single, single-minded approach to customers. "Offensive" intent is obvious to persuade.

In fact, many salespeople will intentionally or unintentionally use some concessions in the sales communication process in order to satisfy customers. For example, making price concessions while ensuring profits, or proposing compromise methods to solve problems based on the demands of both parties. If the concession strategy in sales communication is used properly, it will help achieve a win-win situation for both buyers and sellers, and will also help achieve long-term sales goals. What are the methods for maintaining customer relationships? Chapter 2

1. Dependence

Let customers form a psychological habit of relying on the brand. Any special requirements or hidden needs put forward by customers must be certain. Take it seriously and do everything possible to find reasonable reasons and give reasonable answers. We will try our best to meet the reasonable needs put forward by customers, that is, we must be meticulous in the pre-sales, during and after-sales processes, and impress customers with details.

2. Complement each other

The sales process is also a process of resolving the conflicting interests of both parties in a timely manner. Only when both parties are satisfied can a successful sale be considered. If many customers are unwilling to provide after-sales service, they should politely inform them of the possible consequences of not doing so; which projects are unnecessary or can be done later, which ones are free value-added projects we give away, etc... Let customers I personally understand the value of the company's sales services, which means truly serving customers with all my heart, truly thinking about what customers want, and meeting their needs.

3. Be strong and soft

In the process of maintaining customer relationships, you must listen carefully and patiently to what the customer has to say, and be able to accurately judge what he wants to express. Households should also adopt a calm attitude, be neither impatient nor impatient, and treat the situation calmly. For customers' mistakes or even mistakes, they should show tolerance rather than blame, and immediately discuss with them to find out remedies and solutions. In this way, your customer will appreciate you from the bottom of his heart and let him know that you can and have the ability to solve his problem.

4. Adhere to principles

A person who adheres to principles will definitely win the respect and trust of customers. Because customers also know that meeting a need is not unconditional. But it must be satisfied while adhering to certain principles. Only in this way can customers have reason to believe that you have also followed certain principles when selling products to them, and can they feel confident in cooperating and interacting with you.

5. Mutual benefit

In the process of communicating with customers, some sales staff move forward step by step in order to achieve sales goals and constantly persuade customers to recognize the benefits of products or services. Quality, price of products or services accepted, etc., but some of the methods they use to achieve their goals are not necessarily clever. In fact, many excellent salespeople will intentionally or unintentionally use some concessions in the sales communication process (raising the price a little bit in advance and making the conditions a little stricter) in order to satisfy customers.

6. Close the distance

The relationship between smart salesmen and customers will be properly coordinated, because you are not only selling a single product, but also the added value of the company's products. , company culture, and your own personal charisma. After you turn a simple cooperative relationship with a customer into a friendship, he will actively sell your products.

7. Win word-of-mouth

Win word-of-mouth from customers and the industry, and customers will make referrals, and your sales will expand rapidly. The highest level of marketing is to let customers come to you on their own initiative.

No matter what industry you are in, you must remember that if you want to develop or make a difference in the industry for a long time, please leave a good reputation in this industry.

8. Start well and end well

There is no end to sales work. When the first cooperation is successful, it is the best time to create the next opportunity, so that every business has a beautiful ending. The benefit to you is no less than that of developing a new customer. There are no permanent friends in the business world, only permanent common interests. If there are no common interests between you and your customers, then your customers are quietly lost. Understand that customers who are grateful to you are customers who are loyal to you.

9. Tracking

There are many similar products on the market now, and the competition is fierce. It does not mean that you can sit back and relax after becoming your customer. Customers may change their minds at any time. Purchase products from other companies. So after cooperating with customers, you need to track the delivery date of the product. After the product is delivered to the customer, you should also track the sales progress of the product. Is it easy to use? Are there any problems? It needs to be solved in time or further technical services are needed. wait.

10. Strategize

In maintaining customer relationships, you must leave the initiative to yourself, rather than letting customers lead you by the nose. The only way to truly maintain customer relationships is to It is a matter of dealing with all the big and small things with customers over time. For example, sending greetings through text messages during holidays, making regular phone calls, visiting and communicating regularly, and giving away some local specialties. When interacting with customers, let them know that they cannot do without you and need you in the future, and you must seize the opportunity to leave clues for your next intention, etc. There is a famous saying in sales: Where your heart is, there is your wealth. Let me use this sentence to illustrate my point of view on maintaining customer relationships: Where your heart is, there will be your customers.

11. Learn to group customers to meet the needs of each customer

Learning to group customers is an operation that saves business management. The company classifies customers of the same type into one category, and then Discover and meet their individual needs, thereby improving conversion effects and achieving precision marketing.

12. Find the same hobbies or topics with customers

When visiting customers, take the appropriate opportunity to learn about some customers’ personal hobbies and other private topics, and master their personal hobbies After that, if it happens to be something you are also interested in, then it will be easy to chat with the other party. You can usually use the same hobbies as the starting point to carry out customer relationship maintenance work, which is natural and effective. If you don't know much about the customer's hobbies, then go and find out quickly. After you have a certain understanding, at least there will be the same topics in the conversation, which will not easily arouse the other party's resentment. What are the customer relationship maintenance methods? Part 3

1. Let yourself become your customer’s customer first: When I was doing business with a mobile company 2 years ago, I heard such a case. A certain supplier had a big problem. After giving him a mobile phone number, the contract was signed immediately. The big boss of China Mobile also arrived at the scene, but he flatly rejected the supplier before signing. Later, after in-house "coach" inquiries, I found out that the mobile phone the supplier brought that day was a customized phone from China Unicom. If you want a customer to become your customer, be sure to become his customer first.

In addition to this case, I also often talk about a case. Nowadays, employees of many companies have sales tasks. For example, when making orders with telecom customers, they found that everyone in the technology department had to complete 4 broadband installations or open N new mobile phone numbers every month. When I got back to the company, I did some calculations and found that we maintained ***4 key people in the telecommunications technology department. We could take over all their tasks, and some of them would be given back to our other customers, and some of them would be digested internally by our company. We help them with their biggest headache every month, so that when they have business later, they will naturally come to us.

2. Get to know the customer as soon as possible: In addition to remembering the customer's name and phone number, remember the customer's personalized hobbies. This is very important and should be kept in mind. When I was maintaining customer relations in Anshan, I met a stoic customer who didn't like tobacco or alcohol. Later, after getting to know the customer, I found that he liked flowers, and I slowly got involved in the customer's hobby.

When we are in contact with customers, we must carefully observe and record (remember, we must record), such as what types of things the customer likes to use and what habits they have, and then slowly understand the customer's hobbies, so that we can find Some suitable small items to impress customers. Moreover, small etiquette must not be expensive things.

3. Let the customer help you: Continuing with the case just now, knowing that this customer likes to grow flowers and often goes to the flower market, I went to the flower market to wait for him several times, and sure enough, I met him once. I humbly asked the customer for advice on how to grow flowers and listened fully to the customer's explanation.

During World War II, a Jewish businessman had only two choices to save the lives of his two sons. One was a lumber merchant who had helped him, and the other was a banker whom he had helped. So the Jews sent their two sons to the lumber merchant's house. On the way, the younger son decided to go to the banker. He thought that the lumber merchant would not help them. After World War II, the eldest son went in search of his long-lost relatives. Unfortunately, both his parents died in the concentration camp, and his younger brother was later executed. The youngest son of a Jewish businessman was betrayed by a banker. In the middle of the night, he called the German soldiers and said that a Jewish boy had broken into his house.

In the United States, there is a president. I am old and can’t remember clearly. The meaning is the same. It is said that a businessman saved a young man. N years later, he found out that this young man was running for office. President, so he donated his money to help, and finally helped this young man become the president.

Therefore, the Jews say, "The people who help you will be willing to continue to help you, but the people you have helped may not be willing to help you."

4. Introduce customers to each other: Invite customers Introduce customers to yourself, and also introduce people who are related to the customer's business to him. The so-called network is "the network formed by operating interpersonal relationships." For example, if one of my clients has a dentist, or I have contacts with dentists, when other clients need this information, I can introduce it to them. The premise is that you must be able to maintain a good relationship with each customer.

Similarly, customers in a related group, such as China Unicom's technical customers, will also know friends in mobile-related businesses. Therefore, we can also ask customers to introduce more customers to us.

5. Give the customer what he wants most: If you have a situation where there are two customers, one is a young employee and the other is an older employee, how should you maintain the customer relationship? ? To put it simply, for young employees, you have to help them achieve results, and for older supervisors, you have to help them gain benefits. Usually, in actual work, the person we often contact is the second-in-command in a key position. This person has the most promise and is usually the easiest to become our "coach."

6. The role of key festivals and days: I am not advocating gift-giving, but these two festivals are also very important. The main ones are the Mid-Autumn Festival, customer birthdays and the Spring Festival. Usually, the Mid-Autumn Festival requires a visit in advance, birthdays require a visit on the same day (use the reminder function on your mobile phone to prepare one day in advance), and the Spring Festival requires a visit after the holiday. During the visit, the conversation should start with work, but the content should be based on the 2:8 rule, that is, 20% talks about work and 80% talks about topics that the customer likes. If you encounter problems related to work reported by customers, you must make a record immediately and contact the customer after solving them. If it is not convenient for the customer to receive the gift, it can be mailed in advance.

Gifts, as I mentioned just now, do not give expensive gifts. One is because it is inconvenient for customers to receive them, and the other is that we cannot afford to give them. Send new, strange and unique small gifts, or small tools that customers need to use in their work. Also, when sending it, don’t say too much, just briefly introduce how to use it. For example: This is a new product of ours. You can try it out and give me feedback if you have any questions.

7. Have lunch with customers: Today’s customers are not the wealthy people of the 1980s. They no longer eat and drink. It doesn’t matter if they have time and the opportunity to get together. More often, they are looking for opportunities to communicate with customers. When customers have lunch, maintain communication and exchanges simply and conveniently, but not too frequently, so as to achieve the best results.

The customer’s left brain is responsible for rationality, and the right brain is responsible for emotion. If you become a friend first, you can become our customer. However, what we need to do is to maintain the basic relationship first and do a good job before customers can choose us.

What are the methods for maintaining customer relationships? Chapter 4

Establishing customer files

To maintain good customer relationships, the first step is to establish a sound customer file. The so-called good memory is not as good as bad writing. , no matter how smart your brain is, you can't remember every detail of every customer. The content of the customer file is not limited to the customer's name, age, etc., but also includes the customer's hobbies, family situation, and types of products purchased. The more detailed the usage, age, etc., the better. These will play a very important role in retaining customers in the future.

Bringing customers closer

If you want to maintain customer relationships, you must contact them frequently. Relationships only get closer the more you communicate with them, the more contact you have, the better the relationship will be. Use various chat methods such as phone calls, text messages, WeChat, and QQ to get in touch with customers and talk about how they are using the products they purchased? Talk about their hobbies, talk about their kids, etc.

Establish customer credibility

When dealing with customers, remember not to make promises easily. Failure to deliver what you promised will reduce your credibility in the eyes of customers. So when a customer makes any request, you should use more uncertain statements such as "I will try my best to help you find a solution", "I will help you write the application report to see if the leader can approve it", etc., to leave yourself room for maneuver. Of course Afterwards, you still have to do everything possible to meet the customer's requirements. This way you will establish a good reputation in the eyes of the customer, and they will be able to cooperate with you with confidence in the future.

Principle of mutual benefit

Sales also need to pay attention to strategies. Many product companies will provide discounts to salesmen, so when negotiating with customers, salesmen can first follow the market Talk about the price. When the product wins customer satisfaction, you can appropriately transfer profits to customers while ensuring profits, so that customers can feel your integrity and are willing to cooperate with you. In fact, if the profit-sharing strategy is used properly, it will be beneficial to the long-term cooperation between buyers and sellers without any harm.

The principle of timely tracking

It is not that everything will be fine once the product is sold. There are many similar products on the market now, and the competition is quite fierce. After the product is sold, follow-up tracking must be done. Is it easy to use, are there any problems that need to be solved in time, and what functions can be improved, etc., so that customers can feel that you are not selling for the sake of making money, but putting product quality first.

The principle of profit sharing

Friends in the business field are based on the principle of profit sharing, so you must keep the interests in mind when developing every business It is meant to be shared. The success of each cooperation lays a good foundation for the next cooperation. If you violate this principle, the consequence will be that your customers are slowly lost.

Principle of listening carefully

A good salesperson should be able to calm down and listen to what customers have to say. In the process of maintaining customer relationships, he must patiently listen to customers’ opinions and Be able to judge what the customer wants to express in a timely manner. Even if you encounter a difficult customer, you should remain calm and actively find ways to help him solve the problem. In this way, the customer will thank you from the bottom of his heart and establish a long-term cooperative relationship with you.

Principle of flexible control

In maintaining the relationship with customers, we must keep in mind that the initiative must be in our own hands, and we cannot let the customers mess up the situation with just a few words. There is no end to sales work. In maintaining customer relationships, you must start well and end well, be strong and soft, and truly think about what customers think and worry about their needs, so that customers become psychologically dependent on you. What are the ways to maintain customer relationships Chapter 5

1. Service

Service is the most important link. Before and after the customer enters the store, the polite words, enthusiasm and patience of the shopping guide Only in this way can the customer feel that you value him, so that he can have the opportunity to have in-depth communication in the future.

2. Don’t judge a customer’s spending power by their appearance. Don’t judge a customer’s spending power by their clothing.

Don’t judge a customer’s spending power by their clothing quality. Often (80%) we judge a customer's spending power by how they dress, but please remember one thing: wealthy customers are often the most low-key.

3. Learn to praise customers

When customers give us feedback on actual pictures after installing the product, we must give specific praise. For example, where the decoration is beautiful and the product combination is very harmonious, etc. At the same time, save the picture so that you can promote it to other customers later.

4. Manage the customer’s circle of friends

Learn to like and comment on the customer’s circle of friends. Likes + comments will deepen the customer’s impression of us. Don't block customers' Moments, let customers see our Moments.

In life, we can post some promotions about our work, personal daily life and positive quotes, which can make customers feel that we have a positive attitude towards life.

5. Provide satisfactory after-sales service to old customers

It is the after-sales follow-up. If the customer has after-sales problems, don’t feel troublesome. Help customers solve the problem as soon as possible. Even if you can't solve the problem at the time, you must have a timely reply and a positive follow-up attitude to show your attention and reassure the customer.

6. Respond to customer calls and messages in a timely manner

After the customer completes the transaction, keep in touch with the customer (WeChat, phone and text messages) so that the customer can find us as soon as possible , don’t let customers find it difficult to find us. If you cannot reply to the customer in time, provide the necessary explanation to the customer to give the customer a sense of security.

7. Holiday greetings

Every holiday, we need to send more text messages of greetings to customers, rather than sending them in bulk. A specific signature shows that you value your customers. For customers of different levels, you can use red envelopes or some affordable small gifts as greetings. ;