Value Your Customers – Retention Matters

Do you really value your customers? Find out from “Small Business Stacey” why treating new customers better than current customers can be bad for business.

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Here’s the transcript:

Do you even care about me as the customer?

That’s a question that I found myself asking just a few days ago. I’ve been a long-time customer of DirecTV, but when I started looking at what I was paying for the service every month, I said, “You know what? It’s just not worth it to me. I’m gonna cancel it.” I called in, talked to a representative, and it really wasn’t until I threatened to leave that they said, “Oh, please, don’t go. We’ll reduce your bill in half.” Why couldn’t they have valued me the whole time I was a customer and reduced my bill to begin with? It wasn’t until I threatened to leave that I got even that option.

The same thing happened with my cellphone service. I felt I was paying too much. I was given an offer to change carriers, so I called my current carrier and said, “Look, the other guy’s making me this amazing deal,” and it wasn’t until I threatened to leave that they then reduced my bill by half. I’m the customer.

Small business owners, you can learn a lot from this. The lesson is focus on the customers, clients, and patients that you have. Focus on the retention, not what are you going to do to bring new guys in the door. That’s what everybody else is doing, but if you focus on the customers, clients, and patients that you already have, they will leave you rave reviews, they’ll go out and tell others, and they won’t have to call you threatening to leave.

That’s your marketing lesson for today. Focus on retention.

This is “Small Business Stacey“, your Small Biz Marketing Specialist, here to help your business grow to seven figures and more by helping you become a #SmallBizMarketingWiz

About Stacey Riska

Stacey Riska, aka “Small Business Stacey” is a serial entrepreneur who is passionate about saving small business and rebuilding Main Street. She helps small and local business owners become a #SmallBizMarketingWiz by teaching them marketing strategies that get MORE: MORE leads, MORE customers/clients, MORE sales, and MORE money. Stacey is the founder of Small Biz Marketing Specialist, THE go-to place for marketing tips, techniques and strategies that get results. Stacey is also the creator of the Daily Deals for Massive Profits Training Program, an online video training program that teaches small and local business owners how to use daily deal sites like Groupon to skyrocket their business growth and get massive profits. In this program she teaches from experience, as it was the key strategy that transformed her coffee and smoothie business from being $500K in debt to a 7-figure profitable business. When not saving the small business world, she enjoys sipping red wine, eating chocolate (who doesn’t!) and spending time with her amazing husband.