Hi there again,
A lot of small businesses from time to time are overwhelmed by too many things to do. When this happens, customer service and general ‘looking after customers’ suffers. I have had this issue recently and decided the solution was to have fewer and better customers.
Really paying attention to our customers does help. It certainly gives a focus so that everyone knows what to do all the time. In the middle of an administrative task-fine, but let’s get this customer issue sorted out right now before it really eats up our time and gets very complicated. Sorting these out right away is always better than leaving it to fester.
Who is your best customer and why are they? Do they buy often from you? Would you like more like them? If so, what can you do to move some of your others customers closer to the best one you have?
How about treating them as if they are already your best customer and tell them that they are really important to you.
At the same time, why not ditch some of your worst ones? You know who I mean – the ones who won’t pay, complain all the time, have unrealistic expectations of you and your company or just want to try to bully you into giving in to their demands. Imagine how much easier it would be if you didn’t have them at all? Getting rid of them and just dealing with the best customers can be one of the most profitable things you will ever do in your business.
All this is not about giving a poor service but simply focusing on the customers who make you 80% of your profits. You might as well forget the rest, which means you have more time to get to know the goods ones better.
Why not give it a go and let me know how you get on.
have a good weekend. Roy Lewis
www.hebridean-liqueurs.co.uk