While all tour and activity businesses want new customers, making sure you get a good portion of them to come back is equally as important.
Why? Consider this:
There are 2 parts to achieving this: improving day-to-day customer interactions, and implementing tactics that bring customers back.
The interactions your customers have with you when they’re on your tour is what will make or break their perception of you as a business. This is why it’s so important to:
Your front line reflect your business. If they are positive, friendly and care about doing their job right, your customers are more likely to feel welcome and want to return.
On the other hand, if your staff are unwilling to help, or show that they don’t know what they’re doing, your customer will lose confidence in your business processes and not want to come back.
When communicating with past customers, they have certain expectations of you. Because they’ve met you before, they don’t want to have to repeat themselves.
Have a customer database that has all their purchase history and specific requirements (eg. dietary requirements) so that if they do come back, or if you’re sending them a special offer, you can show that you remember every detail about them.
Each member of staff needs to be given adequate training in order to do their jobs well. Give your staff the knowledge they need to succeed so they have the expertise to meet all customer requirements. People want to be convinced that they’re in good hands.
To bring customers back, you need to let them know you’re still around. The experience doesn’t end when the tour does!
Research conducted by Sumall found that you should promote repeat business by
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