Grow with your CUSTOMERS

Today’s competition favours the swift and keen.

          Maintain a good service to your regular clients and your business could grow as they grow.

          Modern management practices concentrate on improving performance. We should hear more about satisfying our customers.         

A handful of tips to help you grow your business with your customers’ help 

* Never neglect a good customer

          Good customers must be given priority service and special privileges. Give them a personal fast service and quick quotations.

          As they grow your business could acquire extra products and services.         

* Study your customers’ needs

          Try to increase the frequency of customer transactions. Aim to offer new additional services to your regular customers.

* Try to increase the value of each sale

          Increasing the value of each sale does not necessarily mean passing on the additional costs to your customers.

          By reducing your costs and overheads you can keep your prices low and your good customers happy.

          Costs can be cut in many ways, such as by finding new suppliers for cheaper raw materials, by mechanising activities or by sub-contracting and outsourcing some of your production services.        

* Improve your systems

          By constantly evaluating and improving your systems you could boost productivity and improve customer services. Keep asking, “How can we do better next time?””How can we give clients a better service?”

          Analyse the returns from your marketing strategies. Any savings you can make can be used to improve your customer services.

* Train up frontline staff  

          Replace unsociable staff with affable people who enjoy dealing with the public.

          Training should include creative and lateral thinking – linked to real business situations.  

          It’s the ability to deliver a consistently high-quality service every time that brings customers back and your business should grow, as their business grows.

-Geoffrey Moss (mossassociates.co.nz)

“It’s the users of your products or services who will determine your success. Satisfy them and all will be well.”

Source: “Revitalise YOUR Business. Guidelines for new leader-managers”, Moss Associates Ltd. and “Business Secrets”, Cengage Learning Asia, the Singapore Institute of Management, Se-Education Public Company, Thailand.   Also available as an e-book from Amazon.com. and from the VitalSource Bookshelf.