Consumer Insights on “The Little Things”

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.

  1. Increase your number of loyal customers by providing customized service.
  2. Good follow-up — automatic and timely.
  3. Network to build your business — you never know who knows your next customer.
  4. Time blocking — ensure you spend the appropriate amount of time on finances, operations, marketing, business development, employee development, etc.
  5. Create raving fans and ask them for referrals.
  6. Exceed customer expectations — remember you only know what those expectations are when you ask.
  7. Send five handwritten notes per day — thank you’s, look forward to seeing you, haven’t seen you in a while, happy birthday, etc.
  8. 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?


About Insights From Analytics

Integrated marketing professional who generates insights from analytics to increase revenue. Daily blog now resides at
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