There’s no question that every small business owner has the potential to wear a dozen different hats at one time when managing a business. But when keeping up with the many day to day duties, it’s sometimes easy to forget about the little things in our small business – those personal “extra touches” that tend to go a long way with customers.
One of my favorite restaurants here in Portsmouth, NH, is Lexie’s Joint. Now, they’re not a fancy establishment by any means, but they’re well known in the area for their fantastic burgers. Not only do they provide great meal served up by a friendly waitress, but they’ll even deliver the check to your table topped off with mini chocolate cookies – one for each person in your party. It may seem like a minor detail, but this little unexpected touch is something that I always look forward to when going to Lexie’s and one everybody seems to remember.
How can you make your customers feel a little more special at your small business?
- Hand written thank you notes. Every time you sign on a new client, send a hand written note to tell them how much you appreciate their business. Jeff Haden, of Inc., mentions the power of gratitude and a hand written thank you in his article here.
- Get to know your customers personally. Make it a point to say “hello” to your customers as they enter your small business. If you have regular customers that come in often, get their names and ask gentle questions about their day and personal life. Trust me, they’ll remember this gesture and tell their friends about the “nice owner over at Such and Such Small Business.”
- Get to know their buying habits. Keep an eye on what your customers are buying. There’s almost nothing more impressive than a business that can make thoughtful recommendations for future purchases. Not only does it look like you’re paying attention to your loyal customers, but you’ve got the potential to turn them on to a product that they may have never considered or even noticed.
How do you go above and beyond for your customers?