6 ways to gain repeat customers!

So you did it. You started your own small business. CONGRATULATIONS, you just did a huge thing and you should be incredibly proud!

That being said, you’ve noticed a pattern that since starting, you don’t seem to have had many customers coming back for more🧐!

Which isn’t such a problem if you’re selling one item that lasts a lifetime, but if you’re selling something like wax melts (a consumable), you’re going to be relying on not only gaining new customers but retaining them -you want them to be refilling with your products!

Here are 6 things you can do to keep those customers coming back for more!

1: Offer rewards to repeat customers!

Now this may seem really obvious to some but you would be surprised at how many small businesses only reward first time customers. Rewarding first time customers is such a great way to get your first sale, but you don’t want to leave your long time customers feeling shafted and unappreciated. Your repeat customers are the bread and butter of your business, they’re your lifeline. Make them feel like they’re as special as they are! You can do this by popping in freebies with their order, hosting giveaways specifically aimed at repeat customers. Set up a reward scheme that gives better rewards the more you purchase!

2: Meet their expectations or even better, surpass them.

So we all know how it feels to receive an order and it’s exactly what you wished for. It feels amazing. You know what feels even better? Getting more than you expected 😻! Keep your customers coming back by adding in little surprises here and there. Sometimes it’s the simplest thing that shows someone you care! If you can see a customer keeps coming back and they’re paying standard shipping each time, send one of their orders out first class as a surprise! They will appreciate it so much!

3: Get to know your customers.

The tip above is going to be way easier to achieve if you know your customers. With many of my customers knowing their favourite scents in my wax melts meant I could not only pop in an extra one of their favourites from time to time, but I was better able to recommend other scents they would like too! Getting to know your customers on a more personal level helps them to see that they are buying from a genuine person who cares about them. Every single customer is so important so it makes sense to want to get to know them! When your customer trusts you to be honest and kind they are more likely to keep coming back!

4: Great customer service.

I wrote a whole article on great customer service tips here. Obviously if you have a first time customer making an enquiry and you give a snotty, unbothered response, it’s highly unlikely they will return, even if they actually liked your product! Because who wants to send their money to a mood hoover? Certainly not me! If someone is taking the time out to ask you a question about your product show enthusiasm and they are more likely to buy from you again!

6: Ask for reviews and perfect your product!

A key ingredient here for gaining repeat customers is actually having a great product!

It’s likely if your product is not up to standard, it doesn’t matter if you have great customer service. Even if you throw in a freebie there’s not much point if your customer isn’t enjoying it! So how do we improve? We ask our customers to submit reviews so we can start working out what we’re doing well and what we need to work on to ensure each customer is coming back for more! It can be scary actually asking what you’re doing wrong because it’s hard to hear it sometimes. But if you read my post about increasing your self belief as a seller you will know it’s about self improvement and recognising the work you’re putting in!

If you got this far THANK YOU! I’m really enjoying writing these posts and I’m loving all of your feedback!

If you need more advice my DMs are a safe space to share your woes at Moon.Lava