There are no customers like the ones you already have. Treasure them and nurture them. These customers are the low hanging fruit for any new products or services you may be introducing into your business. These are people you already have a trusting relationship with so who better to introduce something new? These are the people that will give you the most honest feedback and the best testimonials.
First you need to ask yourself a few questions about your customer base. What is your relationship like with your current customers? Do you know what they like about your products and services? Do you know what else they could use in their business? Have they currently got the right amount of whatever product or service they have of yours? Do they know what else you have to offer? Are they getting your emails, announcements, newsletters? Are they attending your webinars and educational seminars? If you can’t answer any one of these questions then you don’t know your customers well enough. So how do you go about up-selling them if you don’t even know what they want?
First you need to ensure that your customers are happy with the product they have and your customer service. Customer surveys are a great way to find out what your customers like and don’t like about your company and it gives you the opportunity to go back to them and make changes. Surveys can be done at very little cost and effort and it’s well worth the money. Surveys also give you the opportunity to find out “what else” your customers might be looking for.
If you’re introducing a new product or service, a great way to let your customers know and educate them is through constant contact through email messages, text messages, newsletters and education webinars and workshops. If a customer knows what’s coming they have the opportunity to educate themselves and ask any pertinent questions they may have before they have to make a buying decision.
Being top of mind with your customers and developing a strong trusting relationship goes a long way. When they’re looking for something new they will come to you first and they will seek out your advice. Building that relationship is a key element in the up-sell. If they already have a relationship with you and they like the product and service you already offer it becomes a no brainer, even if your competitor has a better price.
Often people would rather keep all of their services in one place for ease of tracking and payment. They do however have to trust the company they’re buying from before they put all their eggs in one place.
One of the best ways to keep in constant touch with your customers and keep them top of mind is to have a CRM or lead management system that provides “stay in touch” programs and campaigns. This again can be done through a monthly newsletter, invitation and lead up touches to a webinar or workshop or could be through a voice message in your voice through voice broadcasting.