Whether you’re just starting your own small business or you’ve been in the game for a while, it’s easy to focus on big picture scenarios and keeping your business afloat by developing large marketing strategies. 

There’s absolutely nothing wrong with that. In fact, thinking about the big picture can help you to continuously grow. Staying one step ahead, especially in marketing, can give you a leg up over your competitors. 

But, if you’re only thinking about the big picture, you could be missing out on the small-yet-important details that will increase customer retention. 

Details matter to customers and clients. Paying attention to those details can keep your company up and running. In the U.S. alone, companies lose over $136 billion dollars each year due to customer switching that could be avoidable. 

So, what can you do to pay more attention to the details, and keep your current customers happy? 

Practice Active Listening

More often than not, customers just want to be heard.

Whether it’s through an online review, over the phone, or in person, it’s important to practice active listening whenever you’re interacting with a customer. 

Active listening doesn’t just mean standing there, listening to what they have to say.

It involves engaging in the conversation.

It builds trust between you and the customer and can help your business to have a more human-like quality.

Consumers are itching for businesses with personable traits, so showing that your company is listening and cares about its customers can make a big difference. 

The Details in Your Products

No matter what type of business you run, you’ll find that it’s better to stock your shelves or provide services that are truly beneficial, rather than offering something just for the sake of selling. 

What does that mean?

Let’s say you own a tattoo shop.

• Think about what someone might really need before and after getting a tattoo?

• Stock a few shelves in your shop with things like tattoo soap, lotion, or other skincare items that someone with a new tattoo can use. 

By thinking logically and selling goods or services that are practical, you’ll once again give a more humanistic side to your business. 

Cutting Down on Wait Times

If your business is busy and customers have to wait for service or for help, you might think that’s a good thing. But, waiting for a long period of time can seriously change the way a consumer views your business. They might think you don’t care about their time, or that your business is ill-prepared to handle things. 

Sometimes, asking customers to wait is unavoidable. But, it’s important to do what you can to cut back on any wait times. That might mean hiring more staff or going digital with some of your solutions, so people can get their questions answered faster through some type of chat service on your website, in your store, etc. 

By paying attention to the details in your business, you’re showing your customers just how important they are. While every business should want to continuously attract new customers, don’t ignore the ones who have come to you again and again. Keep these tips in mind for more retention, and happier consumers, overall. 

© New To HR