I believe that most car beauty chain store owners rely on developing new customers. Still believe that high passenger flow is king. However, did the shopkeepers find a problem? The cost of developing a new customer is usually three times or more than that of maintaining an old customer.
Usually, to know a new customer, it takes a lot of manpower and time for auto beauty chain stores to study the customer's consumption habits, customer needs and even family relations. The preparatory work is well prepared, and the turnover of new customers is very difficult. 30% is already a good result.
It doesn't take so much energy to maintain old customers. Through previous understanding and trust accumulated by previous consumption, the owner of automobile beauty chain stores only needs irregular maintenance and establishes close contact with customers, so that customers can become their loyal supporters and even mobilize friends around them to spend. Teacher Liu of Jinan Chezhimeng Automobile Beauty Training School said in the exchange salon.
So, how to protect old customers?
First of all, the quality of after-sales service directly affects the main reasons for the loss or retention of old customers. Only by doing a good job in after-sales service and making customers feel that this company has integrity, good product quality and good service attitude can there be room for continued cooperation. Like car beauty chain stores, try to open customer rest areas for customers to use, try not to neglect customers while they are waiting to pick up their cars, and give them a good experience.
Third, regular contact with old customers also requires regular maintenance. Now, there are many auto beauty chain stores, such as Lin store. If they don't contact for a long time, maybe their old customers will switch to other homes. You can visit your old customers from time to time or distribute some publicity materials or the latest activities of the store, so that your old customers can always remember your existence.
Fourth, dig deep into customer needs and get to know customers better. Customer demand is the driving force for the development of the company. Only by deeply understanding the real needs of customers can we provide the best service to customers better and more appropriately. Car dream car beauty, car dock car beauty and other chain institutions are getting better and better. Through the analysis of past customers, we can get the main body of the mainstream consumption pattern, and then launch special services according to the consumption characteristics of this main body, which may be another consumption growth point. Therefore, it is necessary to have a deeper understanding of customers.
We all know that finding a new customer will far exceed the cost of maintaining an old customer, but once the old customer is successfully maintained, it will bring infinite and long-term benefits to the store, which can alleviate the problem of ups and downs of store passenger flow to some extent and reduce our operating pressure.
I hope my answer is useful to you. Thank you.