Have You Tried Being A Customer of Your Business Lately??

Ray Stewart General, Marketing Leave a Comment

This may sound odd – but have you looked at how you treat your customers recently? 

I was discussing this earlier today with a client whose business has stagnated after he moved into a new office last year and we were looking at possible reasons why that would be.

We looked at the products he was offering, how he was conducting his marketing, what factors locally had changed, was the “credit crunch” likely to be an influence, and so on. 

We spent an hour or so brainstorming and quite by chance I asked him how people got in touch initially to make enquiries before becoming a customer.

His reaction was quite surprising.  He said that the business had moved but he was using up the marketing materials and letterheads from before the move.  Of course, the phone number and address had changed with the move but he was loath to dump his old literature.  Instead he had a redirection of the phone and post and thought that would do.

On impulse, I picked up the phone and dialled the office number which was being redirected and guess what?  yup, it was unobtainable.  I then asked him if the bundles of re-directed post were still being delivered at the office and he thought for a moment and said they had seemed to dry up a while ago and he thought the new address must have filtered through to the customers.

Another quick phone call to the Post Office revealed that he had redirected the post for 6 months, but then not renewed it.

Here we had something concrete.  It is not surprising that business has been hard to come by lately – his customers could not get in touch easily.  Those who had his mobile number were lucky, but others didn’t, and new prospects certainly didn’t.

The moral to this tale then, regularly check that all your lines of communication are open for business all the time.

You should aim, at all times, to make it as easy as possible for people, customers and prospects alike, to get in touch – and keep checking regularly – just in case!!!

~Ray

Ray Stewart
I am a qualified Certified Practising Accountant having passed my final exams way back in 1981. I actually can’t believe that was 37 years ago!! Anyway, I am now in my 60’s and I have been running my own business since May 1983. And before you ask, no, I have never regretted a moment of it! Part of the membership requirements of my professional body now dictate that I spend quite a lot of time on “CPD” - continuing professional education (one of their better ideas) - and over the last two years I decided to study business growth and marketing. I have learnt such a lot and that knowledge has radically changed my old “accountants” approach to business. It has made such a difference to the way I work and operate I feel that I just have to pass on this knowledge. It is simply too powerful to hold back!! - but I will try and do it in simple terms rather than expecting you to spend hours, as I had to, working through the difficult language that trainers seem to use to pass on their concepts. I hope you find the blog a useful resource and interesting place to visit as the months pass. I will do my best to keep up the flow - but if there are any topics you would like me to cover, then please let me know. Ray Stewart
Ray Stewart
Ray Stewart

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