Have you ever thought about the lifetime value of a customer? Your customers? It’s huge. If you knew that your average customer spent $1,000 with you every year, then it’s pretty easy to calculate the average amount of money they will spend at your business for the next 30 years or more.
Case in point, my local auto mechanic. They know the value of a lifetime customer. Here’s two examples to prove it.
Last summer I took my car in before our Summer trip to have the brakes changed because I thought it was time and they were squeaking. Two hours later I got a call saying “Their is nothing wrong with your brakes, you’ve got another 10k miles on them easy, come in and pick up your car, no charge.”
That’s instant trust. At that moment I knew I’d never have to take my car anywhere again.
Last week I took the car back in because a piece broke above the tailgate which caused us to not be able to open the back gate. My mechanic looked it over for free, and ordered the part. The part came and we dropped off the car to have it fixed. A few hours later they called to tell us to come pick up the car, however “We were able to fix it without using the part, it was easy. So we’ll send the part back and the labor only took a few minutes, come get your car.”
Are you seeing a pattern here?
Can you give me one reason why I would ever, ever take my cars to another auto shop ever again? I won’t.
That’s the power of a lifetime customer.
Here’s what happens now. I will tell everyone I know about them, and I’ll go out of my way to do it to. I’ll also never question them in the future. If they came back to me with a big price tag next year, I’d say fix it, I trust you.
Again, are you seeing it yet? Are you seeing the power of this approach?
You can build lifetime customers too, if you follow the simple rules like my auto mechanic does. Any business owner can do this, in any industry.
Stop treating your customers like you hate them, and instead, start treating them as your friends.
You’ll be amazed at the results.
If you liked this blog post, you might also be interested in this podcast I did with a customer service pro named John Dijulius.