How to Bring In and Keep Customers

In my mind, there are two different kinds of customers – an internal customer and an external customer. Some alternative names for customers are clients, buyers, and purchasers. All businesses have customers; it's up to you whether or not you have loyal customers by the way you treat them.

Let's take a closer look at the differences between internal and external customers and then at some of the ways that you can increase customer loyalty. To begin with, an internal customer would be someone within your own company that might work in another department or even on another team. An external customer would be someone you sell products to or provide services to that is outside of your organization.

Now let's look at some of the ways that you can make sure that you keep existing customers, as well as gain new customers.

I am in your shoes.

3) Take a moment to be in their shoes. Think about how you would feel if you were in the same situation they are in when they are speaking with you. Would you be angry? That could explain why they seem angry. This is called being empathetic. What does that mean in more detail? It just means showing that you understand their situation and can feel their pain, sadness, or what have you.

2) Provide virtual cues that you are listening by summarizing back to them what they have just told you. You don't have to repeat word for word – just enough to let them see if you understand will do the trick. This lets them know that you have been listening and paying attention and also lets them know that you care about their needs. You can also do virtual nods by adding little tidbits of agreement like uh huh, yes, you bet, etc.

4) When they are all done explaining what it is they want to say, do another summary in more detail covering the important points of the conversation and clarify with them any points that you are unclear on. They'll let you know if you don't quite have it right or you do have it right.

I hear you.

1) Listen to the customer – remember your mother telling you not to interrupt and that it is impolite? Most customers will definitely tell you that they would rather have you listen to what they are saying than having you take the bull by the horns and butting in and stopping what they are saying.

I'm going to do this, this, and this.

5) Let them know the action points that you are going to take to resolve any issues they might have. If possible, let them know a date when you will do this.

Difficulty: Easy