Good Communication Keeps Your Customers Happy

As a business owner, you know how much effort goes into attracting new customers. So once you’ve found a new customer, you want to keep that customer as long as possible. Good communication can help. Make your customer feel known, understood, and appreciated at every stage of the relationship ā€“ before the sale, while you’re reaching a deal, and after you’ve concluded the sale.

  • Before the sale. Get to know your customer’s needs. In a retail setting good communication means greeting customers by name and learning their preferences. Train your employees to offer help, answer questions readily, and suggest new or alternative products. In other businesses, make regular calls or visits to a prospective customer, even if no sale is imminent. Use the opportunity to build relationships.
  • Making the sale. Honest communication while you’re making a sale can be key to keeping a customer loyal and happy. Be forthright about terms and conditions. Avoid over-promising, as that leads to disappointment down the road.
  • After the sale. Contact customers after the sale. Follow up with a call to ask if they’re satisfied with the purchase. Communication at this point shows customers they’re appreciated, and is a great opportunity to deal with complaints. If there is a problem, communicating well can help resolve dissatisfaction and create a loyal and appreciative customer.

Remember, your customers are buying an experience as well as your product or service. Good communication can make them want to repeat that experience.

About Brenda J. McGivern, CPA

Brenda McGivern started her own certified public accounting and management consulting firm in October 2001. The full service CPA firm provides tax and accounting solutions to meet the needs of today's small business and individual. Brenda McGivern has become a trusted advisor and valuable resource her clients rely on for timely, accurate assistance when they need it. Before starting the firm, she worked as an accountant for three years at a local firm and prior to that five years at a large international CPA firm in Boston. She has performed the following tax services: federal, state and local tax planning, international tax planning, estate and succession planning, mergers and acquisitions, capital retention and IRS representation. She has also coordinated assurance engagements, such as financial statement audits, reviews and compilations from the planning phase through the reporting phase. She has prepared and reviewed regulatory filings for numerous regulatory agencies including the Security and Exchange Commission. Prior to these positions she was selected from over 2,000 candidates into an eight-person intensive financial management program at an international technology company. The program consisted of graduate level classroom study and two six-month rotational assignments in financial operations. She graduated cum laude from the University of Massachusetts at Amherst and holds a Bachelors Degree in Business Administration with a concentration in accounting. McGivern also holds a license in Massachusetts as a Certified Public Accountant and is a member of the American Society of Certified Public Accountants and the Massachusetts Society of Certified Public Accountants. She resides in Stoughton, Massachusetts with her husband Brian, and their sons Sean, Ryan and Conor and their dog, Davis.
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