Ask anyone who works in any type of business and they will tell you without a second of hesitation that it is easy to get customers, but it is much more difficult to keep them. The same goes for the business of being a price per head bookie and player retention is something that even the largest sportsbooks on the market can struggle with.
These are a few simple tips to help you with customer retention, but one thing you absolutely have to do is think about the situation from the standpoint of the player so you can understand their needs and try to come to terms on how to fix it.
First-Class Customer Service
If you give great customer service right off the bat, nine times out of ten you will be fine, although there are always players that are going to push the limits to see what they can get away with. Responding to their inquiries in a prompt manner is one way to go about providing good customer service, and if you do not know the correct answer to their question, do not say the first thing that comes to your mind; players will not mind if you have to get back to them with the right answer. Do not be rude to players, because that can throw a wet blanket over everything you do. Again, think about things from their perspective and ask yourself, how would you like to be treated?
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Of course, there are some times in which a confrontation is unavoidable and in that case, you will have to go into damage-limitation mode. Again, do not be rude to the player and try to come to some type of compromise. That is really the worst thing you can do because in today’s age of social media, word can get around fast that you do not value your players and you will be missing out on a ton of potential customers. Try to be as flexible as you can and make them realize that sometimes, a player and a site just are not a good fit for each other and these things happen. Attempt to make it as amicable as you possibly can, which sounds extremely difficult, but you can do it.
When it comes to customer retention, you can always pick up new methods and ways of doing things to not only fix the problems that come your way, but to see them coming before they happen and then avoid them altogether. Keep your eyes open and pay attention to all sorts of players because all players are simply not the same; you can learn a lot. The worst thing that bookies can do is think that they know everything about the game, but with the internet getting bigger all the time, that is not the case. Make customer retention an ongoing education and your business will be all the better for it. Try our superior Pay Per Head Sportsbook? Sign Up Today and Get 2 Weeks Free.
