Staying Connected with Your Customers

Transcript

Transcript of the recorded lesson. Recorded 2023, reviewed 2026.

In this video I'm going to talk about staying connected with your customers as you grow. Now this is something that can be a challenge as you grow and have more people involved in the business. You can become somewhat disconnected from your customers which isn't good. I think it is really important that you stay connected and continue to build relationships with your customers regardless of your business size because the people around you may come and go but you're likely going to be the one that stays for the long haul. I also think it's important for customers to be able to reach out to you directly should

they have a need to. It also sends a message to your team that you're committed to doing quality work and if for some reason a customer has an unpleasant experience they're not going to hesitate to reach out to you. At the bottom of all our customer communication emails whether that's an admin email or a photo delivery email I have a message under the email signature that says if you're not 100% satisfied with the service received reach out to the owner directly and then I give my direct email and my direct phone number. It's pretty rare that I get calls from customers I probably get one call a month on average.

I think it's important though that your customers have a lifeline should they need it. If your business has a lot of operational issues I'm sure you're going to get a lot more phone calls than I do. This tells you that either one your business operation needs work or number two you have bad team members. I also use my podcast platform to stay connected with customers and build relationships. It gives me the opportunity to know our customers on a personal level. I also make weekly videos for our email newsletters so customers see me hear my voice and know that I'm very involved in Lister Pros. I want them to feel that they can reach out to me if they ever need anything.

It's very important to stay connected with your customers because if you have a lot of customers connected with one particular employee and no connection with the rest of the team when that employee leaves those customers are likely to leave with them. This is one reason why we're not big fans of customers requesting the same photographer over and over. We want to expose them to many different photographers and know that they can have a great experience regardless of what photographer they get. Some customers can have a photographer preference but we like to mix it up sometimes and send others. It also makes scheduling a lot easier when customers don't always request the same person.

Anyways, these are just a few of my thoughts on how you can stay connected with your customers as you grow and why it's important. Email signatures, newsletters and podcasts have helped me keep and build solid relationships with our customers. Feel free to implement them in your business as you grow or even starting out. Your business's real value is in your customer list and the relationships that you build so don't take them for granted. Anyways, that's going to do it for this video. Reach out if you have any questions. I'll see you guys on the next one.