We consistently mention the importance of good customer service as the ideal function to keeping existing customers happy, spreading the word of your positive business to others, as well as the potential for more sales.
Keeping customers happy pays off. Those existing happy customers are 14 times more likely to make a purchase than a new prospect. There are many reasons that those happy customers will either come back to your company themselves or even spread the word of your wonderful work to others, and those reasons add up to increased profits.
Upselling to your customers could be of great benefit when done at the right time and in the right manner. First, ensure that your customer’s experience has been positive. If they are less than satisfied with their interaction with your dealership, try to repair any grievances. “The bottom line: increasing customer retention rates by 5% increases profits by 25% to 95%.” - Harvard Business Review.
The more products and services that are upsold to these existing HAPPY customers, the higher the likelihood is for additional business. They are already happy with you and your work, so when they or their friends are looking for marine services or products your company will be their first look.
Remember that it is always worth it to be there for your customer, upsell when appropriate, and ensure that your company is of the friendliest nature. Keeping your customers happy is the best way to improve your bottom line.