I don’t have loyalty to a photographer.

As I worked with my daughter to choose a photographer for her senior pictures, I realized that no photographer has earned my loyalty. Because of that, this will be the 5th professional photographer I have used in the last 10 years. When my oldest was a senior, I knew a photographer through networking. I hired […]

Why Building Loyalty Matters

There are many things to consider when growing a business. Especially if you are a 1 person show, you have to cover marketing, sales, operations and delivering your goods or services. Building loyalty may seem like one of those things you’ll get around to once everything else is running smoothly. The problem is, if you […]

Increase Customer Retention and Loyalty

Customer retention and loyalty go hand in hand. The more loyal your customers are, the greater your customer retention is. And the greater your customer retention is, the more money you make in your business. The longer customers stay with a company, the more they are willing to spend. You also lower your marketing and […]

Book Review: Life as a Daymaker

I heard about the book, Life as a Daymaker: How to change the world simply by making someone’s day!, several years ago and was curious. David Wagner is the owner of Juut Salonspas where their mission is to serve and replenish. He defines a daymaker as, “A person who performs acts of kindness with the […]

Is your Customer Retention Program Reactive or Proactive?

You have a process: get leads, follow up, do your craft. Then one day you realize you’re dropping some balls. You have an interested prospect – but their time frame is a year or more. How are you going to stay in front of them? A contract is coming to an end and you worry […]

Book Review: Hug Your Customers

I read Hug Your Customers a number of years ago. It is a great lesson on how taking care of your customers can increase your profits. I reread it recently and re-learned a lot of great principles that can be adapted to any business. Hug Your Customers The author of Hug Your Customers, Jack Mitchell, […]

How to Improve Customer Experience: The Tour Guide Method

How to improve customer experience by acting as the tour guide of your business. Not too long ago, I took my kids on a tour of a historic mansion. As we purchased our tickets, we were told where to go and what to do and when to expect our tour to begin. After a brief […]

How to Retain Customers

Increasing retention increases revenues better than bringing in new clients. Smart business owners know how to retain customers. According to Harvard Business School, a mere 5% increase in retention will increase profits anywhere from 25% to 95%. Clearly client retention has a bigger impact on the bottom line than acquiring new clients. It saves money […]

Use a client exit survey for feedback and referrals.

Use a client exit survey to get past the polite “excuses” and get real feedback.   When a client stops working with you, it may be for a number of reasons. As a business owner, you may think you know, but unless you take the time to ask, you don’t have all the information. When […]

Book Review: The 5 Languages of Appreciation in the Workplace

The 5 Languages of Appreciation in the Workplace shares how we can make people feel appreciated in the business world.   In his book, The 5 Languages of Appreciation in the Workplace, Gary Chapman applies his work to business. The basic concept is that as individuals we each have a preferred way of receiving appreciation. […]