Build your Business Community: How to Reduce Churn and Retain Buyers

In the online world where face to face communication is absent from our conversations with clients, it’s becoming ever more important to make sure you provide a positive customer experience to your buyers. Like it or not, at the end of the day, buyers’ rankings and reviews are crucial to success. Providing a positive customer experience is important to be able to both retain happy customers and acquire more customers through referrals and recommendations. Your business is depended upon it.

Here are a few tips on how to make sure your buyers have a positive experience when working with you.

1.    Respond quickly in all stages of the order

Opening a channel of communication as quickly as possible is one of the most important things to make sure you reduce churn. Buyers are probably inquiring with more than one seller before placing an order, and the fastest one to forge relations with the buyer will be the chosen one. 

2.    Have a written elevator pitch to send to new buyers

A wonderful way to connect with potential buyers would be greeting them with a personal note. Think of a few short sentences that can say something more personal about you and what you do. This will present yourself as a more engaged seller. A buyer will be more inclined to purchase a service from a seller they feel more comfortable with. Here is an example of an elevator pitch:

“Hi, there and thank you for your interest in my services. My name is Adam and I have 5 years of experience in writing travel blog posts. I am a nomad at heart, always on the lookout for new cultural adventures. After exploring exotic places across the globe, I believe I am the right choice for your next blog on the city of Berlin. My offer is…”

3.    Add Success Stories to your profile

Have you ever played a significant role in a buyers’ success? Let potential buyers know this by providing a portfolio of those success stories and the specific areas where your services made a difference. Providing buyers with greater insights and details about your skills will help convince potential buyers to use your services.

4.    Adapt to your buyer’s working style

The desired level of involvement of a buyer in the project we are hired to do for them is changing from one person to another. There will be those buyers who are keen to be strongly involved in the process of work, while others would prefer to be in touch only at the end of the service. Try to see where your buyer stands and make sure to operate accordingly. Adapting to the buyer’s behavior will make working with you a more convenient and low-stress experience.

5.    Brief your buyers before you begin to work

Even if it looks like a no-brainer to some, it is really important to be transparent about the processes of work you are about to do in a specific order to make sure buyers clearly understand what they will receive from you. A brief reminder of what will be done on your side and what to expect at the end of the service will help reduce churn and increase the chances of repeat orders. This is also your chance to acquire a committed buyer by illustrating you know what you are doing and that you are a true professional.  

6.    Keep your buyers updated with your progress

This is specifically true if the order is relatively long or if the service you’re providing is complex. Let’s say your buyer asked for an on-page SEO and this order is about to take 30 days. It would be beneficial for you to send the buyer short updates to reflect that you are indeed working on the service. Keeping channels of communications open with your buyers will also allow them to contact you if necessary.

7.    Be open to feedback and revisions

When you deliver your service, make sure your buyers know you are open to hearing their feedback and revising your work accordingly. You want your buyers to feel comfortable enough to ask questions and get the necessary clarifications. If they are comfortable working with you, there is a greater chance you will see them return for future orders as well.  

8.    Cross-sell your clients

Finished with an order? Make sure your buyer knows you can also provide other complementary services to what they initially ordered from you. This is your chance to demonstrate that you are well-versed in what you do and understand your buyers’ needs even before they do.

Understanding the pain points of your buyers’ journey and showing your attentiveness when needed is an excellent advantage for you as a seller. This method of operation is not only how you keep your buyers happy and avoid churn, but it’s also how your business can thrive.

Ran Levy is a Customer Success Manager at Fiverr with a Ph.D. in Legal History. He has over 7 years of experience working as a political and historical researcher & translator. He provides consultancy and training to a range of freelancers in different fields.

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