Finding a new customer takes effort: posts, replies, building trust from nothing. Selling again to someone who already trusts you is usually much easier. Repeat customers also recommend you to others. That is why online selling courses teach customer loyalty, and why Ghanaian sales adverts ask for customer records, follow up and account management.
Keep a simple customer list
You cannot look after customers you cannot remember. Keep a list in a notebook, a Google Sheet, or by labelling chats in WhatsApp Business. Useful columns:
- Name and phone
- Town
- What they bought and when
- Notes, such as size, favourite product or special dates like a child's birthday
- Permission to send updates (yes or no)
Store this information carefully. Do not share customers' details with anyone else, and only send updates to people who have agreed to receive them. Ghana has a data protection law, so treat personal details with respect.
Follow up
- After delivery: "Did your order arrive well? Thank you for buying."
- When they might need more: if shea butter usually lasts a customer a month, a friendly message after four weeks is helpful, not pushy.