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Collins Home Loans Blog

Tips to retaining and nurturing your customers

Jul 26, 2017 10:55:28 AM

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In general, it costs a lot less to retain existing customers and generate repeat business than it does to attract new ones – so it makes sense to do all you can to keep your business front of mind. Here are a few tips to help you grow and develop your customer base. 

1. Provide valuable content 
Keeping your customers informed of important updates, new product information and interesting articles through an online blog, email, social media or newsletters will help reinforce your relationship and build trust. Content they will value will keep you top of mind and generate more consistent referrals. 

2. Use testimonials
Helping your customers remain confident that they have made the right decision to choose you is the key to long-term loyalty. Examples such as simple messages on social media or your website like such as:

“Congratulations Mary and John on securing your new home at auction last Saturday!” OR "I just received my tax return, thank you! Thanks again for all your support - Jane". 

These type of testimonials will make a strong impression, particularly if accompanied by a selfie of Mary and John’s in front of their new home or Jane holding up her tax return.

3. Provide value-added services
Offering other services to your customers and prospects, is another great way to keep them engaged and further develop your ongoing relationship. In the case of professoinal servcices companies 

Offering your customers a home loan review has proven to be an excellent customer retention tool for many businesses operating in the professional services space.

A discussion with a qualified mortgage specialist, that looks at fine-tuning your client's home loan or formulating a property investment plan can uncover potential ways to save them time and money and can give you a foundation to follow their progress and stay in touch over a longer period of time.

Communicating your availability to assist your customers more broadly can build trust and demonstrate significant good will and and even if they don’t require assistance right now, it may remind them to refer you on to friends and family.

To find out more about how a mortgage broker could be a beneficial referral partner, providing value added services and advice to you and your clients, contact us today.