I’m in a LinkedIn group where members shared the most important things “to do” to have a successful small business. I think this could be just as important to medium and large businesses as well. What follows is a short list of things to consider and then an example of a limousine company that seems to be doing “the little things” very well.
- Increase your number of loyal customers by providing customized service.
- Good follow-up — automatic and timely.
- Network to build your business — you never know who knows your next customer.
- Time blocking — ensure you spend the appropriate amount of time on finances, operations, marketing, business development, employee development, etc.
- Create raving fans and ask them for referrals.
- Exceed customer expectations — remember you only know what those expectations are when you ask.
- Send five handwritten notes per day — thank you’s, look forward to seeing you, haven’t seen you in a while, happy birthday, etc.
- Focus on educating your customers versus selling them.
Royal Carriages limousine is doing the following:
- Confirms all scheduled appointments the day before.
- Keeps their cars in immaculate condition — clean and safe.
- Cold water and soft drinks for customers plus anything else the customer requests.
- Extra hour at no charge on weekdays.
- Red carpet and candles for a client proposing marriage.
- Takes party buses to active nightlife areas to let people look inside.
- Calls customers between trips to let them know about special offers and other news.
- Forms affiliations with other businesses (e.g., anesthesiology group for doctors and patients).
What little things could you be doing for your customers?