PBL Articles

I can only talk from my experience.

After many years in a retail environment in my print shop, where I deal on a daily basis with hundreds of people who walk through my door, in many different states of minds, being able to say hello to them by their first name and have a chat will always make my day – and theirs.

Think about how many of your clients you know on a first name basis. If it is less than you would like it to be then you are more than likely simply providing your clients with a product rather than a full service experience? Getting to know your clients means getting to know your business. Who are they? What are their needs? Knowing what they need means you can service them better – which means your business can grow.

Good business is all about building relationships. Going beyond simply “do you want fries with that” to “how are you today” can change the way a customer perceives you and your business. If they can come in and feel that their daily chores are exactly not that, they will tell you more about your business than you could ever learn from any course. Over the years my clients have advised and helped me grow and transform my business into what it is today because they have always felt comfortable enough to tell me their needs, and I have always listened- and when it comes to good customer service – it is all about fulfilling needs.

I am proud to say that I know the first name of many of my clients, and even prouder they know mine. I have successfully formed a relationship with them. And they always come back.

Overall, you can’t really go wrong – you make the customer happy, you gain a long term client, you grow your business and hey, you might even make a friend!

So get to know your clients. Let them help you be the business you need to be.

Shayna is Chairman of Pittwater Business Limited and MD of Style Communications in Mona Vale