How Broken Products Build Customer Loyalty

By Paul Dobbins - Director, Account Development Apr 2, 2015 4:58:00 PM

How Broken Products Build Customer Loyalty

Strengthen the bond with your customers by offering the protection and peace of mind of warranty products.  

Customer loyalty. We all want it. But just how do we get it? That’s a bit more elusive.

How do you get customers to come back to your store without them wondering, ‘Can I get a better deal? Can I find a better selection? Can I save time and just buy it online instead?’

It’s simple, really. Like any relationship, you have to be there for someone when they need you, sometimes before they even know it. It starts by helping them choose the right product and not simply the product you want to sell them. And, of course, you need to make sure they understand exactly what they’re getting. No one likes surprises (unless they involve cake).

In an ideal world, you recommend a product, the customer buys it and loves it and, in turn, loves you. But, we all know life isn’t perfect. So what happens when that doesn’t?

Warranties To The Rescue!

Be there at the time of the sale.

Cue the superhero music because warranties are a great way to establish customer loyalty. That ‘they’ve got my back’ feeling can be established at the time of sale.

Take an interest in each and every customer. Listen carefully to what they want and need. This way you recommend a product that’s right for them.

Once you’ve zeroed in on their ideal product, zero in on their perfect warranty. Explain the benefits of the plan. Don’t forget to include other value-added services they might be able to use. Also, if you can, try to connect the warranty to one they might have used in the past. This can create peace of mind especially when introducing a new product.

It’s just as important to make sure each and every employee is trained on the warranty product. While they may have the best intentions, you don’t want employees coming off like they’re peddling a product merely for their own gain. Customers don’t want to feel pressure to buy something just so someone can earn a commission.

Be there in their time of need.

When something goes wrong, you want to be there for your customers. If you sold them the right protection plan, then here’s your chance to swoop in and save the day. Cue up that superhero music again because, let’s face it; consumers aren’t going to thank the company behind the warranty. No, they’re going to thank the person who introduced it to them. You.

Yet, all you have to do is make a quick call to Fortegra and we’ll handle everything. It’s much more effective than working with an inferior warranty product or trying to gain customer loyalty with a ‘manager’s special.’

Don’t miss an opportunity.

We know you want to take care of your customers and build customer loyalty. Make sure you partner with a warranty provider that does the same. Like, for instance, us!

Already a Fortegra partner? Tweet us your customer loyalty success stories @Fortegra.

Categories: Warranty

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