5 Ways to Stand by Your Clients and Keep Them Coming Back

5 Ways

A friend told me a story about an acquaintance that had a business problem and needed help with a service. This person had hired a company in the past that should have been able help meet that need. Unfortunately, he had not heard from this company in several years. Instead of contacting that company, he sought out another to solve the problem.

In any business, staying in contact with clients is vital. Here are a five fundamental ways that you can stand by your clients and keep them coming back to you to provide their business solutions.

5 ways to stand by your clients
  1. Be Available
    How many times have you emailed a company and have not received an answer? How many times have you called a company, left a voice message and did not receive a phone call back? Returning emails and phone calls is an absolute must to keep the line of communication open. It is also the polite thing to do.Several weeks ago, I went out of town on business during the week to meet with a client. Another client was concerned about a recent change that was made on their website. I gave him my cell phone number to contact me in the event of a problem. This client did call my cell phone with questions and concerns, and thanked me for being there.
  2. Listen
    It is important to listen to your customers and to offer solutions. Recently, a client called and described a new website that she was envisioning. Her vision included a lone large graphic on the home page that would include links to areas on the graphic for navigation. She also wanted to include music from a popular recording artist.

    I carefully explained that one large image with image links would not be beneficial for search engine optimization, and that including copyrighted music that immediately played when the web page was opened may not be a good idea if someone opened it in a business environment. I then expressed that the decision was ultimately up to her, and she thanked me and decided against both.

  3. Nurture
    Nurturing your relationship with your clients takes time. The more you know about their likes, dislikes and how they think will help to nurture the relationship. Taking a personal interest in your clients will help to develop a mutual understanding and respect to keep them coming back.

    We are all busy, but taking quick notes about pertinent information does not take a great deal of time and your clients will appreciate that you remembered. For example, if one of your clients recently has a baby, write down the baby’s name and birth date. In the future, you might like to ask how that one-year-old baby is doing.

  4. Appreciate
    A simple thank you goes a long way. Showing your appreciation for your client’s business is crucial. Everyone wants to be appreciated and by expressing your gratitude by phone, email or a card will help to keep the lines of communication open and will show your clients that you value their business.

    I have a friend who tells the story about an important job interview he went to. After the interview, he wrote the potential new employer and thanked them for their time. Several days later, he received a phone call that he had been selected for the position. He was told that the candidates all had similar skills and education, but the thing that separated him from the crowd was that he took the time to say thank you.

  5. Stay in touch
    Staying in touch with your clients will go a long way to keep your clients coming back to you for their business needs. There are a many ways to stay in touch including email and phone calls to touch base on a personal level. The saying, “out of sight, out of mind” is an old one, but still holds so much truth. By keeping in contact with your clients, you will be letting them know that you are available and that you care.

    One of the businesses that we have hired took a unique approach and instead of sending holiday cards to clients, they send out Thanksgiving cards with hand written notes expressing their appreciation for our business. This stuck out in my mind and made a lasting impression.

In any business, standing by our clients is an essential priority to cultivate and grow the Know, Like and Trust factor that will keep them coming back for your services and/products. It reminds me of the song, Stand By Me by Ben E. King. How many people do you think are singing this song about companies they have done business with?

Stand by me, oh stand by me
Oh stand now, stand by me, stand by me
Whenever you’re in trouble won’t you stand by me
Oh stand by me, oh won’t you stand now, stand
Stand by me

Do you have any creative ways to help you stand by your clients?

Fascinated with the growing potential and power of the Internet, Robin founded R & R Web Design LLC in the Chicago area in 2000. As creative director, she is passionate about helping others reach their Internet objectives through a strategic online presence with results driven custom web design, ethical SEO, and social media marketing.

10 comments on “5 Ways to Stand by Your Clients and Keep Them Coming Back
  1. Alisa Meredith says:

    “The saying, “out of sight, out of mind” is an old one, but still holds so much truth.” So true!

    Every January, we send hand-written thank you notes to our clients. This year, I had our community managers choose different, hand-made cards for each of their clients and have them send the notes themselves.

  2. Carrie Chwierut says:

    When I read the title, I thought for sure you had chosen the song “Stand by Your Man” – Of course, now when I say it, it sounds ridiculous – LOL!

    Good suggestions on keeping clients happy. It can sometimes be hard for me to follow up just to see “how things are going”, but I see how important it really is!

    • That’s great, Carrie… 🙂 I hadn’t thought about the song “Stand by Your Man”, but can now see how the title could bring that song to memory. I think many of us struggle to follow up with clients in all the busyness. I appreciate your taking the time to comment.

  3. Sue says:

    Great article — totally agree about the staying in touch; That’s what I love about the system we use that allows us to create campaigns that automatically send out personal notes 4-6 times a year; It’s true – when you stay in touch you are remembered, AND REFERRED TO others for being one who cares!

    • Thank you, Sue! Your system of staying in touch with your clients sounds like a great way to let them know they are remembered and that you care. Thank you for sharing this.
      ~ Robin

  4. Carrie Keenan says:

    Great points. If we don’t keep in touch the customer, no matter how good whatever we do it, they won’t care

    • Thank you, Carrie. I agree that if we don’t keep in touch with our clients, they won’t keep coming back for more. Thank you for stopping by and for commenting!
      ~ Robin

  5. I agree with everything stated above. We also handwrite our thank yous and greeting cards. We’re big on sending the thank yous as well. Another thing we do is if we see an article that pertains to that clients’ (or potential client) industry, we’ll send them the link with a note in an email … “thought you might like to read this” or something similar. It lets them know that we’re ALWAYS thinking about them and their pain points!
    Great post!

    • I’m so glad to hear that you like this article, Brooke! Hand writing thank yous and greeting cards are a great personal touch. I love your idea about sharing the articles that pertain to clients or potential clients’ industry.