Doing Business as a Designer: How do I get more repeat business?

Posted on June 14, 2010


In my last post, The Hunter and Gatherer Mentality, I summarized short term and long term efforts in acquiring new customers. Once you acquire new customers, getting business from them will be much easier. They know you and trust you.

How do I get more repeat business?

The best advice I can give: Identify their needs by asking the right questions when you first come into contact with them in the first place. In sales, this is referred to as a “strong open“. Some sample questions you may ask:

  • Do you have samples of previous work (website, flier, animation, etc.)
  • Is this your first time doing a (website, flier, animation, etc.)
  • What has worked for you in the past
  • What is your competitors doing
  • What is the pain or problem you want me to solve
  • How much research have your done
  • How are you communicating to your customers/your idea/your services/product/event, etc.
  • What results are you looking for

Here are some examples of results your customers are looking for:

  • More sales
  • More attendance
  • Customer retention
  • More visitors
  • Better customer satisfaction

Sure, you can call them back and see how your solution to their problem has worked. You can keep a list of clients you can contact each month to remind them of you. Just keep in mind that your solution must have achieved remarkable results.

In Hindsight

Your customer has invested money into your abilities and they got their return-on-investment (ROI) if you had met their needs. Because of this, you will have an easier time getting repeat business.

And by the way, ROI can also stand for anything, not just money. Higher ROI means more business.