206 - Staying Connected With Your Customers
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In this video, I'm discussing the importance of staying connected with your customers as you grow your business. As we expand and involve more people in the business, it can be easy to become disconnected from our customers, which is not ideal. Therefore, it's essential to maintain relationships with customers, regardless of the business's size. After all, the people around us may come and go, but we're likely to be the ones staying for the long haul.
I firmly believe that customers should be able to reach out to the business owner directly if they need to. It sends a message to the team that we're committed to delivering quality work and that customers' satisfaction is our top priority. I make it a point to include a message under the email signature of all our customer communication emails, encouraging them to reach out to me directly if they're not 100% satisfied with the service received. I provide my direct email and phone number, so customers know they have a lifeline if they need it.
I also use my podcast platform and weekly email newsletters to stay connected with our customers and build relationships. It gives me the opportunity to know our customers on a personal level and reassure them that I'm very involved in the business. I want them to feel that they can reach out to me if they ever need anything.
Staying connected with customers is vital, especially when they have a preference for a particular employee. It's essential to build relationships with all customers to prevent them from leaving when an employee leaves. Therefore, we try not to have customers requesting the same photographer over and over. We expose them to many different photographers, ensuring that they have a great experience regardless of who they work with.
In conclusion, it's crucial to stay connected with customers as we grow our business. Our business's real value lies in our customer list and the relationships we build. Therefore, we should never take them for granted. So, implement email signatures, newsletters, and podcasts to keep and build solid relationships with your customers, and don't hesitate to reach out to them personally.
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