![]() Be open to new ideas and speak to people to see if they’re interested.” “It’s about looking around and keeping your eyes peeled for opportunities. They are recommending us to their clients – and we’re look at delivering directly to the gym once a week. Part of their service is to help their customers to understand what they should be eating when they’re training, which includes fruit and vegetables. It’s something that Bodice of Holt are looking into at the moment: “There’s a body development firm in Bath, which offers personal training and nutrition advice. Your ideal customer will already have relationships with other businesses and this offers a great opportunity.īy partnering with other firms which offer complementary services, you can not only reach a new audience but also potentially offer more to your customers. It’s not just about selling, it’s about what you can do for people.” Look for partnerships with other businesses I meet up with loads of people and if I can help, they remember that. The work we do is based on trust and openness so the way we make contact is a good opportunity to demonstrate that. But if you recognise that only so many contacts will go on to be clients, then it reduces the pressure. “I think people sometimes equate networking with sales and prospects can be sensitive to a sales approach. Most of his clients come from networking, something he’s passionate about. “If I know people that they know, then there’s an implied trust.” Recommendations from others are valuable: “It’s the idea of social capital – the value of relationships,” says Mike. Make the most of your networksĪsk a business owner where their customers come from and most will tell you that word of mouth is their main source. ![]() Your customer numbers should grow as a result. Take the time out to evaluate your customer service, make sure you respond to your customers quickly and keep an eye on social media so you can offer great service online too. ![]() Loyal customers are worth up to ten times the amount they originally spend. In fact, research shows that 78% of people have walked away from a sale as a result of poor customer service.īut if you get it right, it has a positive impact on your customer base and your bottom line. To keep your existing customers coming back, it’s important you offer great customer service. You need to start a relationship early, so that it’s mature enough to deliver new business when your other work is completed.” Offer great customer service Old business can falter if budgets change or people move on, so it’s important to look for new opportunities. But you need to keep bringing in new business too. Mike says, “We do have a lot of repeat business and feel we offer the most value with long-term clients. It’s important to ensure you don’t focus on one at the expense of the other, as both are important for growing your customer base. In simple terms, there are two ways to get more business – win new business or get your existing customers to spend more. It leads to a more balanced relationship.” Divide your time: support existing clients and look for new work Then we look at how we can accelerate that and customise our services to meet their needs. Mike Cockburn, director at Sogno, a positive psychology coaching company, says, “It’s important that we understand what our clients are trying to achieve: their mission, their goals. Because I source the produce and pack the boxes, I know exactly what’s happening and can provide a fully personalised service.”Īnd it’s not just consumers who like this approach. I have a good relationship with our customers and I know the business. “This is where we have an advantage over bigger suppliers. Our service is completely personalised to their needs. She says: “We know our customers really well and know their preferences so we can tell them when certain things are coming – when they’re in season and in stock. She’s managing director of Bodice of Holt, which offers a home delivery service for fruit and vegetables. It can also help you stand out from your competitors, something that Alice Boden understands. Understanding your customers’ needs can lead to better insights into your audience and allows you to develop services that are matched to your clients’ needs. There’s a lot of talk about personalisation and customer insight – that’s because it works. We spoke to two small business owners and asked them to share their experiences of growing their customer base. ![]() But doing so is often a concern for businesses, with more than one in three companies saying that generating new business is their biggest worry. Customers are the lifeblood of any business, so it’s vital you can keep generating leads and retaining your existing customers.
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