The loyalty of your clients, or the answer to the question of whether they will return to you or not, depends on the quality of your product/service, the justification of the price, but also on a range of psychological moments.

Interestingly, of all, psychological factors often play a crucial role, although, in fact, the easiest way to influence them is to stun the number of entrepreneurs who give them the least attention.

Below, we present the 4 most important items in relation to clients that strongly influence the building of trust and loyalty and how to use them for yourself.

2 in 1: First and last impression

Each and every one of us remembers the beginning and the end of an event. Our memory is simply so organized. After all, if you try to remember in a couple of minutes, say, a list of 20 numbers, it is very likely that you will stay in better memory from the beginning and end than they are from the middle.

Things are the same with your customers. What happens at the beginning and at the end of the interaction with your brand will be better remembered and communicated to others as a recommendation. Of course, these two moments will strongly influence the creation of loyalty. That's why your employees should:

As for the first impression

• At the first interaction with the client, they do not receive the impression that their attention is on the other side
• Constantly in professional and friendly communication with people. Namely, the first interaction with your brand does not start when the customer addresses you when the client sees your interaction with others, or when there is at least a bit of information from which he can begin to draw conclusions.

This can include interaction with fans on social networks, the look of parking, confusing road signs, long waiting after a call or sent messages in order to, for example, get information about the reserved term ...

As for the last impression:

• after the end of the sale, give the client a little-personalized attention, for example, through an SMS message or a handwritten card/thank-you note
• Clients who leave a lot of money with your manager can come and personally meet them.
• Do not forget about the birthday of your clients, but congratulate them.
• If it is necessary to re-schedule after a certain amount of time - remind them of it. Often this re-entry is forgotten, and one SMS is enough to see you worry about them.

You can greatly ease this job with an automatic reminder and show your clients that you are doing a good job with style.

Step further

Things have taken you a step further if you do something unexpected and positive for your client, which will keep him in good memory. Certainly, your employees who are in direct contact with clients have a crucial role here.

The step further is something creative, spontaneous and unexpected. So if, for example, two friends buy shoes in your store, one tells the other to hurry to go to the coffee, your employee can offer and cook their coffee or go to the cafe and bring them.

Clients will stay for a long time, which increases the possibility of shopping, and they will still be left in a good memory, which means they will return.

A quick reaction in a crisis situation

Whatever business you are dealing with, there will be bad situations and be prepared for that. The client may not be satisfied with the service he received, the thing you sold to him is incorrect or he does not work as he expected …

In all these cases, your goal is not to bring things to "it's like it never happened," but to bring them to it "it's great because it happened, it's better now."

This is of course not easy to do, and the procedure is different from case to case, but if you succeed, you will acquire a customer that will be faithful to you for centuries.