Retaining Customers for 
Sustainability

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Lesson Summary:

With 60% of your sales being generated from existing customers and 30% from word-of-mouth referrals from existing customers, it's crucial for you to nurture and build relationships with these customers.

What You'll Learn In This Lesson:

  • How to nurture and care for your customers.
  • Exceptional customer service.
  • What to do if you've messed up.
  • Phone techniques and language.
  • Email marketing and mobile marketing tips.
  • How to ask your customers for referrals.

Downloads/Resources

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Video Transcript

OPEN

Homework Assignment

Taking action moves you forward
to achieve the outcome
YOU want.

DOWNLOAD

Referrals

How to ask your customers for referrals

DOWNLOAD

Let's measure your progress with this Quiz . . .

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Frequently Asked Questions

Why do I need to keep in touch with my customers if I'm not selling to them?

Showing that you care breeds loyalty and keeps your customers coming back with more orders.

Should I ask my customers for referrals?

Yes, if you are referable! Your loyal customers are your greatest supporters and want to keep you in business. They'll gladly refer you, but you do need to ask them for referrals.

Why should I apologise if I've messed up?

It takes a better person to say they're sorry and accept responsibility for a problem they've caused. Willing to fix it breeds loyalty from your customer.

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Fran Piggott

Fran Piggott
Instructor

How can I help you?
I look forward to answering
your questions.

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