There’s one fact we always encourage our business coaching clients and members of the Business Owners Coaching Club to remember — the fact that 90% of your money, energy, and effort goes into getting the first sale with a client.

After that it takes very little time, and even less money to maintain and grow that relationship. But sadly, this is something that very few small business owners or professionals take to heart. Most business owners move on to “getting more clients” instead of nurturing the ones they already have. When they do, they’re losing more than just symbiotic opportunities. They’re losing their reputation.

One simple way to reassure your clients, reinforce their decisions to do business with you, and honor them for their loyalty is by instituting an intentional follow up plan. A series of small events, messages, or interactions to keep your company name associated with positive thoughts in the minds and hearts of your clients.

What small business can learn from the most successful auto dealer in the world

One company that fully understands the concept of reinforcing and rewarding client loyalty is BMW.

I’m sure you’ve seen one of those cute new “Mini” coupes or convertibles that hit the roads a year or so ago. Well, a friend of ours bought one recently, and she raved about their client care and follow up. She told us that she received more gifts and follow up letters since she bought her car than she did from most boyfriends… never mind any other company she’s ever dealt with.

These aren’t necessarily big, luxurious gifts. They’re more like small tokens of appreciation to share with your friends and family who like your new “toy.” Mugs, postcards, notepads, and other small gifts, ALWAYS coming with another variation of a “Thank You for being our valued customer” letter inside the package.

Think about it. Who doesn’t enjoy receiving surprise gifts in the mail? Not too many people, I’m sure you’ll agree.

Business Coach’s Corner:

- If the majority of people experience buyers remorse, then why don’t the majority of business owners have some type of plan to address this for their own client base?

- What type of system do you have in place that prevents buyers remorse and builds better relationships with your clients?

- If you don’t yet have a system, what is some small step you can take in the next seven days?

Take that step and make it the first step in a complete system for building better client relationships. When you do, you’ll keep more clients longer, spend less on marketing, and turn your current clients into raving fans!

John-Paul Micek is known as the “Click-and-Mortar Business Coach” by business owners around the world thanks to members of the Business Owners Coaching Club™. He’s a published author and weekly columnist for the business section of the Honolulu Star Bulletin, and a managing partner with the international small business coaching company RPM Success Group Inc.®

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