Let me state two things.
1. Numerous studies have shown that it is much cheaper to retain customers than it is to acquire them (usually 3-5 times).
2. Two heads are better than one.
If you believe the two statements above, what if, at your next staff meeting, you had a topic on the agenda related to customer retention. It would be a discussion topic and you would allow plenty of time because this topic might be the first step toward additional sales.
Get a flip chart and pose the following questions:
- What can we do to retain more customers in the current business environment?
- When it comes to retaining customers, what are our strengths?
- What are we doing now that inhibits our ability to retain customers (policies and procedures that stand in the way of exceeding our customers’ needs)?
Hint: one way to retain additional customers is to improve their customer experiences with your business past the point of meeting their needs and into the territory where you are exceeding their needs. Of course, you can’t do that with every customer, but what if you increased the number of customers who had a great experience by 20 or 30 percent?
You’ve got some sharp people working for you. They read the news and surf the Internet and they’re just as concerned about the business climate as you are. Ask them for their input. Take their ideas seriously.
Then at the next staff meeting you can propose a topic on cost cutting.
If two heads are better than one, then _______ (fill in the number of employees you have here) are better than two.