When you do an amazing job on a Gig order, you’re not just getting a happy customer and the chance for a good review on your page, you’re also increasing your likelihood of retaining your buyer.
Buyer retention is the simple idea that anyone who buys a Gig from you once could buy from you again in the future, and you want them to choose you for all of their purchases. Reorders from past buyers make up a high percentage of sellers’ sales, so it’s important to know who your buyers are and how you can increase retention.
Here are a few tips for increasing your buyer retention overall:
Of course, the most important part of completing a Gig is providing a Buyer with the service or product that s/he was expecting at the agreed-upon time.
That said, including small extra details when you deliver your order can go a long way to making customers excited to order from you again. Over delivering is a small and easy way to show your customer that you appreciate their business and that you’re a seller who goes above and beyond the minimum.
Do you know all about why responsiveness is so important? If not, get in the habit of responding to buyers as quickly as possible. Not only will this improve your responsiveness rate, which is good for business, but it will also make your customers feel valued and that will make them more likely to choose you again in the future.
Keep in touch:
Just because you’ve finished a customer’s order, doesn’t mean that your contact with the buyer should end! Use Fiverr’s My Contacts page to be in touch with past buyers when you have something that might be of interest to them (while being sure not to spam them).
If you are offering a new Gig, for example, that would be the perfect opportunity to reach out and remind previous buyers about your services. If you’re not sure how to use your contacts page to keep in touch with past buyers, you can learn more about it in our article Using my Contacts.
Buyers really appreciate knowing what’s going on with their order, so consider sending your current buyers a mid-project update just to let them know that you haven’t forgotten them and that you’re working hard on their purchase. Good communication makes buyers feel better about their order and will make them more likely to want to work with you again in the future.
At the end of the day, putting a little bit of extra effort into communicating with your customers can pay off in bringing you reorders from buyers who appreciate good service and attention to detail. An extra message or an added detail shows buyers that you care about their project and that can make all the difference in improving your buyer retention.