- Posted by Jeff Vacek
- On April 29, 2016
- 0 Comments
- Customer Retention Tips, Jeff Vacek, Listening to Your Customers
Are you listening to your customers? Or are they ‘silently’ leaving you?
Listening is arguably the most important skill a successful entrepreneur possesses.
Yet, most entrepreneurs that I know are terrible listeners (except for listening to them selves in their head).
In my experience, entrepreneurs are almost ALWAYS in their own heads about everything. As a result, they miss what’s really going on in their business, with their clients, with their customers, with their money and on and on… Not good.
And one of the worst areas of this is in the practice of listening to your customers.
Jay Baer shared an insightful little article the other day on Twitter written by Stacey Danheiser about how we REALLY need to listen to our customers to retain them, NOT just send them more crap or ‘teasing’ them into staying.
Its interesting to me because in my opinion listening to your customers is paramount and kind of obvious. I’m not being righteous when I say that. I just think about how I would want to be treated as a customer. I sure as darn well want to be listened to by the people I do business with so I’m certainly going to do the same for my customers.
But often times we get ‘lazy’ as entrepreneurs in our quest to seek new customers and we forget to do something as simple as listening to our customers.
I’ve said many times; your customer support department could be called the ‘Customer Retention Department’. Support is one thing; retention is another… And listening and communicating are THE keys in my opinion to retaining customers.
Also, if you listen to your customers you will EXACTLY what else to offer them from a product and services context. And you know that your existing customers are your best customers to sell additional products and services to. So, if you take that into account, now you have a ROI metric for listening to your customers.
Bottom line… Listen to your customers… Listen everywhere!
You’ll be surprised what you hear.