All I need are more customers

So, is that a marketing issue or a business issue?

Let me start by saying that marketing is a big business practice and is best left to the pros. We know that a small business isn’t a little big business, it is a whole other animal. Marketing, and for that matter, finance, HR and operations are functional areas for big business. Businesses big enough to have groups of people with those specific responsibilities.

Your job, as a small business owner is to make your customer ecstatically happy. That’s it.

How you do that is:

Work from your Sweet Spot

When you can give the best of yourself (and your team), you can’t help but put out the best service. When you work from your strengths and your passion, you live and breath what you do. You gain mastery.

Be who you are. If you are trendy and cutting edge – own it! Don’t let anyone tell you that you need to ‘tone it down’ or your customers can’t keep up. You will attract the customers that appreciate you being out there on the edge and sharing it all with them. If you are comforting and helpful – own it! Make tea a part of your service, make your space cozy, explain what to expect so your customers are comfortable. If you are utilitarian and to the point – own it! Make transactions seamless. Stay out of the way and let your customers do it.

Help your customers get what they really want

Your customer doesn’t want to just buy a sweater. She wants to know it is the latest trend, show her pictures of that sweater on the catwalk or worn by trendsetters. It is important for her to feel on top of what is new, help her do that. Or she wants help buying it, choose several that will look great on her and help her see why they are great for her. It is important for her to feel less stress about the choosing and buying process. Or she knows exactly what she wants and you need to make the transaction as seamless and quick as possible. It is important for her to be done with this task.

This applies to restaurants, accounting and car repair, too.

Tell that story in everything you do

AKA Marketing. From the moment someone comes across your business, you want them clear on what they can expect from you. Your advertising tells that story, your place exudes that story and the experience is exactly what your customer would expect.

Your environment, from your premises, to the phone experience to your packaging all tell that same story.

Your team is clear on that story, they buy into it and they share it, too.

The experience is set on autopilot. Of course each person is treated as an individual, but the routine is set up to be, well, routine and automated.

The value exchanged on both sides is sufficient that your customer is happy and you are able to build capacity to continue to add to that experience.

Your customers become your raving fans

Who needs marketing when you have a team of raving fans telling everyone how awesome you are?

 

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