Remember the Pareto principle? The standard rule is that 80% of your business is likely to come from 20% of your customers, in other words, repeat business from loyal customers. These customers are the lifeblood of your business, so its critical that you look after them, make them feel valued, give them reasons each day to stay the course with you. As a business, it’s all too easy to keep focused on trying to attract new customers each day, but it’s even more critical to ensure you keep the ones you have. So, what’s the trick to making sure that your customers stay loyal to your business and your brand? Well, it’s all about relationship building. Each day, you need to go the extra mile to deliver great customer service. You need to keep communicating and engaging them proactively. You need to demonstrate that you are worthy of their trust and that you deliver what you say you will. You need to deal with any difficulties that arise, both swiftly and efficiently. And finally, you need to be able to take feedback and constructive criticism, and use it to improve your service delivery. Follow those key steps and you should be able to retain those valued, loyal customers.