Remember ... Its the customer who supplys your revenue stream .                


The easiest method to growing your business is not to lose your customers. The average company loses approximately 20 percent of its customers annually by failing to pay attention to customer relationships. Do you ever wonder why some businesses grow and others do not? To grow your business, you will need to find, develop and maintain solid long term customer relationships.

Every business will lose some customers along the way. I wonder how many really track or measure the long term results of inactive customers. So many companies spend incredible amounts of money to market and sell their products or service to get the initial sale. Unfortunately, after the sale too many customers are dropped and forgotten in the chase for new business. How can you know for sure if your customers are satisfied with your product or service if you don’t follow up? Many people today won’t complain or say anything instead they will just walk away. It’s so important to check back in after the sale in case there are any issues that need your attention. It is better to remedy a problem quickly and make the customer happy than to lose them altogether. Customer loyalty comes when you take action to correct issues and bring satisfaction. Losing customers due to lack of follow up will cause you more money in the long term trying to recoup that business which has been lost.

In our office, we have always used a rolling file system to effectively maintain communications with our customers. This way, they hear from us throughout the year. We have communicated through, letters, lunch dates, thank you cards, gifts, social media, events and even delivered various baked items to their office. All of this regular contact keeps you in front of your customer and lets them know you care and appreciate their business. Customers in the past have shared with me that they feel valued and important when we follow up after the delivery. They too, enjoy learning about our business and want to be a part of the growth process.

The prime focus for any business growth is to build long term relationships. Always be honest, upfront and have your customer’s best interest at heart…even if it means losing the sale.

Once you find customers who are willing to put their trust in you, your company and the service you provide, it’s then up to you to build and maintain those relationships. This will take time and effort on your part however these long term customer relationships are the foundation of your business.


Comments (2)

Henry Albert

Henry Albert is the owner of Albert Transport, Inc., based in Statesville, NC. Before participating in the "Slice of Life" program, Albert drove a 2001 Freightliner Century Class S/Tâ„¢, and will use his Cascadia for general freight and a dry van trailer. Albert, who has been a trucker since 1983, was recognized by Overdrive as its 2007 Trucker of the Year.

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Well spoken...I worked as a service writer for 4 major auto makers and learned that I have to become the customer as well when selling service, because when you consider the customer every time, the customer will consider bringing business back to you every time...takes time (some do/some don't) you just have to be patient, but worth it in the end with those who do!

February 26, 2016 6:30:27 AM

I have always believed that it is at least as important to keep a customer as to get one. The best relationships are partnerships.

February 10, 2016 6:07:21 AM