Essential Bond to Keep Customers When You Buy a Business | #CX
by Kate Nasser |
The essential bond to keep customers when buying a business is taking time to know them.
New owners of existing businesses often focus on redoing everything. They install new procedures and then have a grand opening! It sounds exciting yet long time customers experience a great loss. They were known and now they are unknown.
I recall my dear 70 year-old Aunt Anna who lived in a North Jersey lakeside community. A new property management company started to manage the main beach. She had been going there for 30+ years and the workers knew her. On the first day she went after the changeover, a staff member stopped her and asked for her membership button. She didn’t have it with her and they wouldn’t let her on the beach. They kept saying you need your button, you need your button. She went from being an honored elder to being a nobody in an instant. It jarred her and she replied, “I’ve been coming here for 35 years you sh**head.
Essential Bond to Keep Customers When Buying a Business
Take time to get to know existing customers when buying a business — especially the long time customers. Instead of enforcing your new policies right away …
- Hold an open house. Circulate. Really get to know existing customers. Learn their stories. The essential bond with customers is knowing who they are.
- Do the same on your website, Facebook page, etc… Invite customers to leave their stories. Keep the essential bond with customers — recognition!
- Find out what they liked most about the business before you bought it. Consider what of that you can keep. Share your vision for the business and what they can expect.
When buying an existing business, first learn about the customers and their stories. Welcome and reassure them. Wade in don’t jump in to full enforcement of your new way of doing business. Keep the essential bond with customers to keep them as customers.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2017 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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