7 Tried and Tested Tips to Retain Customers for Your Cell Phone Repair Store

“The customer is always right!”

You all must be familiar with it, it’s an age-old saying. But what does it actually mean? The less observed fact is that while this is true to a T, that doesn’t mean you’re giving them everything free! It simply means that a customer’s opinion holds concrete importance in any business growth.

This is common business knowledge that acquiring a customer costs 75% more than retaining the existing ones. In general, the mistake done by the cell phone repair businesses is making efforts to attract new customers instead of retaining the existing ones.

In the end, it all boils down to hard crunchy numbers: the number of sales and revenue generated!
So, why must we only focus on the lead part, when many of them could be blank? Why not consider more on turning your one-time buyers to repeat customers? It is worth bearing in mind that it has 75 times less expense?

For that, let’s walk you through the tried and tested ways to keep your customers.

Engage with Your Customers

Cell phone repair shop owners often follow a standard practice: they sell and forget all about it the next day. This is a major lapse up on the business’ end. Do you want a customer who found you and made a transaction with you, to never build on the business relationship? He might consider buying from you again because he could’ve liked your product but he doesn’t know where and how. This is because businesses fail to engage their customers. Such potential customers get turned down and become one-timers.

Would you like your customers to be one-time buyers or come back again for your products and services? Without a doubt, you will choose the latter one!

For this, you require engagement with your customers. How will you do it?

Stay connected with them and encourage customer interactions by building a customer community. You can hold contests, encourage them to share their stories, and be open to their suggestions.

For example, Starbucks initiated a program called “My Starbucks Idea”. Here, customers shared their drink ideas, interacted with one another, voted for their favorite idea, and gave their suggestions. This way customers got excited to buy the drink that they ideated or opted for. Hence Starbucks not only made a fortune out of the sales revenue but improved its customer satisfaction score as well by knowing exactly what they wanted.

Moreover, if you have not heard from a customer in a long time, feel free to contact them and know why they are not returning. Tell them that you are using cell phone repair software to make your processes smoother. This will show how committed you are when it comes to customer care. As a result, whenever this customer plans on buying something he will reach out to you first without a doubt. Or, end up buying immediately without the need.

Be Transparent About Your Product/Services

What do your customers prefer the most?

It is the quality of your products and services. If you are not giving them your immaculate product then all the other efforts you make to retain them are a waste of time.

Above all, customers love transparency. Always be true to the customers about the quality of your product and services. Of course, you are at a point where you cannot beat the bigger players in price points or shipping like Amazon, eBay, etc. So what can you do to make them like you more and trust your offer better? The way to go about it is to inform your customers beforehand about what to expect from you. This will build an unparalleled trustworthy relationship with them.

Moreover, if you have any other terms and conditions like Return Policy, Shipping Charges, deductions, etc, try to communicate them with your customers in advance so that he knows what he is dealing with and trust you with future purchases. No surprise fee, eloquent product description, clearly-written policies, and this way, your customer won’t be a one-timer anymore.

In short, set realistic expectations and try not to promise them unicorns and tears of angels.

Royal Ends Up Loyal

This is one of the infallible strategies to retain your customers. Usually, cell phone businesses offer discounts on their first purchases but skim on when it comes to their existing customers. They are the real asset of any business and should never be taken for granted. Existing customers expect to have special treatment for their loyalty to the brand. Adding them to the royalty program is the best thing you can do. And who doesn’t like a royal treatment?

In the royalty plan, offer your customers exclusive benefits and discounts. Make them feel special by providing a sneak peek of your new products before anybody else. You can also send samples of new products to your customers, especially those who hold the gold membership. Ask for their feedback, value their concerns on new products, and incorporate their suggestions into the final launched product. For example, you tell them about new updates in cell phone repair software that you are using to help them. This way your customers will feel valued and you will earn their lifetime of loyalty.

Moreover, a loyal customer is not just a customer, he’s a promoter. It is a sort of free advertising for your business. People tend to believe in word of mouth more than any influencer or celebrity endorsing an advertisement.

Pro tip: Send your royalty customers gifts every so often, thank them for their loyalty, and provide them with buy one get free offers. Instead of generating an automated email, send them hand-written notes so that your efforts reflect right away. However, do not offer low prices excessively as customers will start expecting that from you every time. Failing to achieve that can hurt your customer retention progress.

Connect with Your Customers on Social Media

Social media is an accessible way of connecting with your customers on a personal level. People tend to share their interests and engagements on social media platforms. There you can observe their behavior, collect the data and connect with them individually.

Customers usually discuss customer service issues on social groups and it can hurt the upcoming users or existing users. For instance, if a person has not enjoyed services from a business, he will discuss that with a group of people which will lead them to drop that service as well, fearing facing that issue in the future.

Moreover, people have taken to social media to ask questions, suggestions, and complaints as it is where most of the time is spent.

Automate Your Processes

If you are running a huge business then managing every aspect manually is challenging. You will need to have a constant flow of operations to keep your business up and running. For this, a simple solution is to automate your processes.

Most significant in this scenario is marketing automation. Fulfill your promises by being there when the customers need it. Send them weekly updates, newsletters, and emails to stay fresh in the mind of the customers.

Ease Your Customer’s Pain

People will forget what you said but not how you made them feel. Making sure of the customer’s best experience has a simple formula “treat them the way you want to be treated”.

Walk them through the whole product and processes. Tell them that you use the best repair shop software to deal with tickets. Listen to their complaints, be patient and take necessary measures to eradicate them. For instance, if they are having trouble while checking out, you can automate the process by implying a point of sales software and to ease customers’ inconvenience.

Treat them with sensitivity as their feedback is the essence of your improvement.

Incorporate Social Responsibility

A successful business shouldn’t have the sole purpose of earning profits but also making a positive difference in the world. The best thing to achieve this goal is by engaging your customers in it. Tell them that they are not only buying but also contributing towards a greater goal by purchasing this product. It can be donating to a non-profit organization, social awareness, or environmental safety purposes.

This way you will be feeding your customer’s heart and soul. They will tend to buy from you as they are satisfied with being socially responsible.

If you are owning a small store or have a huge setup, these tried and tested tips are your game changer.

We would love to know which of these tips have worked for you and which you are planning to put in place. We can confirm that they are worth a shot!