Developing & Maintaining Quilting Customer Loyalty
If you operate a quilting/fabric arts business, developing a rapport with your customers so they’ll remain loyal and continue returning for your products and services is important. Some call this branding…others regard it as developing customer/client loyalty.
So….how does a business generate such loyalty in their customers? How will you develop your business so customers return repeatedly, whether to your shop, your online ordering site, your booth at shows, or your workshops.
*Produce a quality product; never shortcut on quality.
*Always meet deadlines; if you can’t, let your customer know and have a good reason. Then let them know when you will complete the job. Sometimes situations crop up that keep us from getting things done exactly as planned. Be sure you let your customer know. Usually they’re understanding, as long it doesn’t mix up their plans.
*Have return policies and guarantees stated from the very beginning, in your shop, online, or in a contract. Then there is less chance of misunderstanding and miscommunication.
*Have a payment policy stated beforehand. This leads to less misunderstandings. (For instance, when I made quilts, I asked for one half upon starting the item…this gave me most of what I needed to purchase supplies…and the remainder before mailing it or when the customer picked it up.) If you’re selling online or by mail order, it’s very important to have payment agreed upon.
*Decide beforehand how you’ll handle difficult customers. You can’t anticipate every situation, but have a good idea how you will do this.
*Become a good communicator. Lack of communication often leads to dissatisfaction and thus displeased customers.
*Smile…even when you aren’t face to face with your customers. It comes across in your voice.
Customer loyalty is an important factor when you’re developing a business from your quilting and fabric art. Building friendships, common interests, and a reputation for good work and integrity goes a long way toward developing customer loyalty.
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