{"id":1976,"date":"2016-06-09T21:18:07","date_gmt":"2016-06-10T01:18:07","guid":{"rendered":"https:\/\/www.florist20.com\/blog\/?p=1976"},"modified":"2016-06-18T18:47:42","modified_gmt":"2016-06-18T22:47:42","slug":"6-ways-hit-75-retention-rate","status":"publish","type":"post","link":"https:\/\/www.florist20.com\/blog\/business-tips\/6-ways-hit-75-retention-rate","title":{"rendered":"6 Ways to Hit a 75% Retention Rate"},"content":{"rendered":"<p>&#8220;People move and die every year, so a 100% customer retention rate simply isn&#8217;t realistic,&#8221; said <a href=\"https:\/\/www.florist20.com\/community\/members\/bootcampguy.5135\/\">Rick Rivers<\/a>, of A Floral Boutique in Ormond Beach, Florida, during Canadian Florist&#8217;s\u00a0annual Business Forum May 30. &#8220;The goal to hit is 75%.&#8221;<a href=\"https:\/\/www.florist20.com\/blog\/wp-content\/uploads\/2015\/08\/Rivers-FSN.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-1165 alignright\" src=\"https:\/\/www.florist20.com\/blog\/wp-content\/uploads\/2015\/08\/Rivers-FSN-266x300.jpg\" alt=\"Rivers-FSN\" width=\"266\" height=\"300\" srcset=\"https:\/\/www.florist20.com\/blog\/wp-content\/uploads\/2015\/08\/Rivers-FSN-266x300.jpg 266w, https:\/\/www.florist20.com\/blog\/wp-content\/uploads\/2015\/08\/Rivers-FSN-400x452.jpg 400w, https:\/\/www.florist20.com\/blog\/wp-content\/uploads\/2015\/08\/Rivers-FSN.jpg 608w\" sizes=\"auto, (max-width: 266px) 100vw, 266px\" \/><\/a><\/p>\n<p>During his presentation, Rivers shared\u00a0his strategies for keeping customers satisfied. &#8220;The average lifetime of a customer is just about 20 years,&#8221; he said of the potential windfall of disappointing one.<\/p>\n<ul>\n<li><strong>Know your best customers.\u00a0<\/strong>&#8220;My top 25 customers all have my cell phone number,&#8221; Rivers said. &#8220;These are the people who love you, tell your friends about you and help put your kids through college. You should do anything (legal)\u00a0they ask you to do!&#8221;<\/li>\n<\/ul>\n<ul>\n<li><strong>Consider all types of customers.\u00a0<\/strong>There&#8217;s nothing wrong with flaunting your high-end designs in your showroom and website, but don&#8217;t be so snobby that you can&#8217;t put together something for $20 for the auto mechanic\u00a0who wants something for his girlfriend. &#8220;I guarantee you, he will\u00a0be utterly appreciative and will never forget what you did for him,&#8221; Rivers said. Similarly, don&#8217;t dismiss DIY brides. &#8220;Easy money,&#8221; he said, sharing the story of a recent $1,100 sale.\u00a0&#8220;I bought $400 from my wholesaler, ripped off their labels, put on ours, gave her a care and handling sheet and said, &#8216;Have a nice day!'&#8221;<\/li>\n<\/ul>\n<ul>\n<li><strong>Always ask if the customer has used you before.\u00a0<\/strong>&#8220;If you have a repeat customer, you have a very valuable tool at your disposable: your POS,&#8221; Rivers said. It tracks customer information and buying history. &#8220;Let it lead you to an appropriate sale. Plus customers LOVE convenience.&#8221;<\/li>\n<\/ul>\n<ul>\n<li><strong>&#8220;Materials in hand, let the dog hunt.&#8221;\u00a0<\/strong>Rivers considers his delivery drivers his greatest advertisers. He sends his off with tri-folds and magnetic business cards, requiring them to leave three around town every day. &#8220;If they&#8217;re delivering to a dentist office in a strip mall, they might go next door to a salon and say, &#8216;Hi, I was just delivering flowers to your neighbor and thought I&#8217;d leave our brochure with you in case you ever need us.&#8217; That sends the message that we are good enough for this other business so they should want us too.&#8221;<\/li>\n<\/ul>\n<ul>\n<li><strong>Be consistent.\u00a0<\/strong>&#8220;Random marketing has no cumulative value,&#8221; Rivers said. &#8220;If you want it to work, you have to invest a small amount of time\u00a0consistently.&#8221; He does social networking three times. He believes in a multi-touch marketing system (social media, e-mail, text messages, fliers) that hits customers 26 times a year.<\/li>\n<\/ul>\n<ul>\n<li><strong>Don&#8217;t shatter the glass ceiling.\u00a0<\/strong>&#8220;You can&#8217;t continually raise prices and expect customers to just swallow them,&#8221; he said. &#8220;At a certain point, they will notice and they will disappear.&#8221;<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;People move and die every year, so a 100% customer retention rate simply isn&#8217;t realistic,&#8221; said Rick Rivers, of A Floral Boutique in Ormond Beach, Florida, during Canadian Florist&#8217;s\u00a0annual Business Forum May 30. &#8220;The goal to hit is 75%.&#8221; During his presentation, Rivers shared\u00a0his strategies for keeping customers satisfied. &#8220;The average lifetime of a customer [&hellip;]<\/p>\n","protected":false},"author":1925,"featured_media":1988,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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