Small Business Solutions For 2018!
Running a successful business means that you need to know what is happening all the time with your customers. The challenging part is that as you grow it becomes more challenging to give your clients the service that they used to receive. Yes, we are very good at over-servicing our clients in the beginning and battle to maintain this as we grow and get bigger and busier… until we can afford to hire somebody to assist and maintain the client service we used to give.
What you have to realize is that 52% of your clients change every 5 years and you do not even know they are gone! That means that 52% of your database will change over the next 5 years while you are out gaining new clients and not maintaining the clients and relationships that you have.
This can lead to clients becoming disgruntled and going out and truly impacting your reputation and that of your business.
To me, a disgruntled client is truly an ASSET!
I say this because we most often only ever hear from clients that love us and endorse what we do, but most of the time we do not hear from the clients that are dissatisfied and feel abandoned. Yet, they are out there impacting your business by telling people all about you and your company and how they truly feel.
The only way you can ever rectify a situation with a disgruntled client is when you know they are not happy! The most important is to listen to them as you can learn so much from them. Yes, you can learn from them. Do not defend and explain your situation… just listen.
Some of the most important enhancements I have made to Make Your Mark have come through listening to our clients and adjusting and improving accordingly. In fact, I welcome feedback because I would much rather a person be giving it to me than telling someone else and portraying me and my business in a negative light!
And, always remember a disgruntled client is only truly happy and satisfied when… they buy from you again.
Author: Colin Sprake is the CEO of Make Your Mark, a Canadian company of live seminars, online entrepreneur academy and live accountability groups that have helped 10,000’s of Entrepreneurs achieve rapid results in small business growth and development. Colin is a best-selling author of ‘Entrepreneur Success Recipe’ and trains for BMO, Sun Life Financial, Scotia Bank, T.D. Bank and lives by the tagline Business With Soul – putting heart back into business!