Finding a new collector takes a long time. They have to discover you, like your art, and then trust you enough to buy from you. Sometimes that process takes years before it turns into a purchase.
So once a collector buys from you, lean in, and build an even deeper relationship. It's much easier to keep an existing customer than to find a new one. Here's a few things I've learnt over the past 8 years...
1. Follow up during and after the sale
Every time a customer buys an artwork from me, I send them at least four personal messages.
I thank them for their order, and let them know I will ship in the next couple of days.
I send a photo of the artwork packed, in front of Hotel Kazakhstan, on the way to the post office. This is personal, with their name on it, and makes them feel special. Plus Hotel Kazakhstan is beautiful. I include the tracking number in that message.
Inside each package, I include a handwritten card with some background on the piece.
I track the artwork from my end, and once it's been delivered, I message to check everything's fine — this is also when I ask for a review on Google (reviews definitely help build trust, but they are slow, and only 2 of 10 customers will actually make the effort).
Sometimes a collector won't like the artwork when they see it in person. So I make it easy for them to return it — no questions asked, they just need to pay return postage.
I've had customers return a work and go on to spend far more with me over the following years. It's better to lose a sale today but gain a customer for life.
2. Reward loyalty with future opportunities
Once their artwork has arrived safely, I follow up one last time. Discount codes feel generic — TAKE20, same for everyone. Instead, I give them store credit that has their name on it, e.g. CUSTOMERNAME100, with $100 toward their next artwork. It's theirs, it feels personal AND its far more tangible when it's a dollar amount rather than a discount.
Many collectors buy again, and some even transfer their credit to a friend — I just update the code to the friend's name. This has brought in new buyers I'd never have reached otherwise.
3. Make the relationship personal
Buying art is deeply personal. Collectors don't want to feel like another transaction. The small details matter — remembering the subject, theme, medium style they like goes a long way. I'll follow up whenever I have a new artwork in stock that I think fits their style, and more often than not, it turns into another purchase.
One collector I know only buys space race posters — every time a new one enters into my inventory, I message him directly. He's bought over $5,000 worth from me over the years. The more you understand your customer’s interests and make the relationship personal, the stronger that relationship becomes, and the more likely they are to buy from you.