GROWING YOUR BUSINESS: Have the best customer service in town

/0 Comments/in /by
Growing your businessby Dan Beaulieu
Business consultant

In any small-town service business, customer service can make all the difference. It’s what keeps your neighbors coming back, what makes them recommend you to others, and what builds a sense of community loyalty that larger competitors can’t match. Here are ten ways to make sure your small-town service business delivers the best customer service in town:

1. Know Your Customers by Name: People feel valued when they’re recognized. Make it a point to remember names and small details about each customer. This kind of personal touch goes a long way in creating a friendly, welcoming environment where customers feel at home.

2. Respond Quickly to Customer Needs: In a small town, word gets around fast good and bad. Make sure you’re setting the standard for responsiveness. Return calls, answer emails, and acknowledge requests as soon as possible to show customers that they’re a priority.

3. Make an Extra Effort to be Friendly and Positive: You’re likely to see your customers around town, so go the extra mile to always be kind, respectful, and approachable. A friendly face and a positive attitude are memorable and help build trust.

4. Offer Flexible Solutions: Life in a small town can be unpredictable, and flexibility is key. Whether it’s adjusting hours, creating custom solutions, or accommodating specific needs, make sure your customers know you’re willing to work with them to make things right.

5. Follow Up After Every Service: A quick follow-up call or message to check if they’re happy with the service you provided goes a long way. It shows you care about their satisfaction and gives you an opportunity to address any small issues before they become larger concerns.

6. Be Honest and Transparent: Small towns thrive on trust, so always be upfront about your pricing, processes, and policies. If there are any changes or unexpected issues, communicate openly. Customers will appreciate your honesty and your commitment to keeping them informed.

7. Support the Community: Get involved in local events, sponsor a community team, or simply show up at town functions. Being part of the community reinforces the idea that your business isn’t just a place to buy a service – it’s part of the town’s fabric.

8. Train Employees in the Art of Small-Town Service: Employees who interact with customers should understand the importance of these principles. Encourage them to practice kindness, respect, and attentiveness, which will help create a strong, consistent brand of service.

9. Stay Accessible and Visible: In a small town, accessibility matters. Make sure you’re visible, whether it’s by keeping regular hours, posting on social media, or engaging in local events. People should know they can reach out anytime, and they should feel welcome to do so.

10. Listen and Adapt: Take time to really listen to your customers’ feedback. This isn’t just about complaints it’s about noticing what people love and what they’d like to see more of. Show that you’re open to suggestions and willing to adapt to meet their needs.

Customer service is about more than just delivering a product or service – it’s about creating a positive experience that keeps people coming back and recommending you to others. By making these ten principles part of your approach, you’ll be on your way to becoming the most trusted service business in town. And that’s the very best way to grow your business.

GROWING YOUR BUSINESS: When something goes wrong

/0 Comments/in /by
Growing your businessby Dan Beaulieu
Business consultant

When something goes wrong in a small business, it’s easy to feel overwhelmed, especially when it involves a valued customer. But the real difference between a good company and a great one is in how it handles those inevitable mistakes. Here’s a practical approach to turning around a mishap into a relationship-building moment and even an opportunity to grow.

1. Respond Quickly and Sincerely: When a mistake happens, act fast. Ignoring the problem or waiting for the customer to complain only worsens the situation. Instead, take a proactive approach. If a customer reaches out with an issue, acknowledge it immediately. Thank them for bringing it to your attention – that’s not just courtesy; it’s smart business. People want to know they’re valued, and a prompt, genuine response shows respect for their concerns.

2. Take Responsibility, Don’t Shift the Blame: Own the mistake. One of the quickest ways to lose a customer’s respect is to make excuses or deflect blame. Saying, “That’s not our fault” or “It was a supplier issue” sounds like passing the buck, which can frustrate a customer even more. A simple statement like, “I’m sorry for the inconvenience – let’s make this right” goes a long way. Taking responsibility and showing accountability build trust, which is the foundation of customer loyalty.

3. Find Out What Will Make Things Right: Everyone appreciates a company that takes the time to listen. Ask the customer what would make things right. Sometimes, all they want is a sincere apology. Other times, they may want a small discount or a replacement. When you engage them in the resolution process, you show that their satisfaction matters. This step also allows you to go above and beyond – giving a little extra to make up for their time, patience, and understanding.

4. Overdeliver on the Solution: When you’ve promised to make things right, do a little more. If you’re delivering a replacement product, add a handwritten note thanking them for their patience. Offering a small bonus, a discount on their next purchase, or a free service adds that unexpected touch, making the customer feel genuinely valued. Overdelivering doesn’t just fix the problem; it creates a memorable experience that sets you apart.

5. Learn from the Mistake: Once the dust has settled, take time to analyze what went wrong and how you can prevent it in the future. Was it a miscommunication? A procedural error? Use the opportunity to improve your processes. When your team sees you making changes based on past issues, it shows everyone that quality and customer satisfaction truly matter.

6. Follow Up to Show You Care: Finally, don’t let the solution be the last point of contact. Follow up with the customer a week or two after to check in and make sure they’re still happy. This step is often overlooked, yet it’s an incredible way to reinforce the relationship. By reaching out personally, you show genuine concern for their satisfaction.

7. A Mistake Is a Chance to Build Loyalty: Turning a negative into a positive takes patience, humility, and a dedication to customer service. Mistakes are inevitable, but every problem is also a chance to build customer loyalty. By taking responsibility, going above and beyond, and using the experience as a learning opportunity, you can retain not only the customers but also turn them into one of your most vocal supporters. Small businesses succeed on reputation, and how you handle mistakes can make all the difference in building a business that customers trust and recommend. Solving problems quickly and efficiently is a great way to grow your business.

GROWING YOUR BUSINESS: Enhance the customer experience at your business

/0 Comments/in /by
by Dan Beaulieu
Business consultant

Having happy and satisfied customers is the most rewarding aspect of owning a business. If you concentrate on your customers and focus on delighting them you will never run out of business. You can have all the sales you want, all the price gouging, all of the promotions and advertising and yes they will all work to a certain extent but the number one thing that will make your company grow and thrive is having a following of delighted customers.

But of course, that is easier said than done. Delighting your customers takes focus, knowledge and concentration, and most of all it takes looking at your company experience from the customer’s point of view. That’s right to delight your customer you have to walk in his shoes. That means be aware of and enhancing the customer experience.

The best way to do this is to look at every aspect of your business through your customers’ eyes. Look at every aspect of the business experience that your customers see and evaluate it from that point of view.

• How do customers find you? If you’re advertising, what do your ads look like? Evaluate other means of customer acquisition from flyers, to your website, to your social media. How does it look to the customers?

• What happens when they try to reach you? Is it by phone? Does somebody answer the phone immediately and deal with the customer professionally? Or if it’s voice mail, is your message professional? And most importantly with voice mail, do you get back to them quickly? Calling your own company and seeing for yourself how the phone is answered or how the message sounds, could be a real eye opener.

• How does the company present to the customers? Signage, Trucks, equipment? If you are in retail, how does your place of business look to the customer?

• If you are a contractor, say a building, or a roofer, or a landscaper what is your quote process like? Is it easy and friendly along with being transparent, clear and precise? Do you make sure that your customers know exactly what they are getting for their money exactly what it will cost them? Is the transaction experience pleasant for them?

• Are you always on time? Are you accurate when it comes to when your team will arrive in the premises and how long it will take to do the job?

• Do you keep the customer informed at all times as to how the job is coming along? Do you communicate with them immediately when something goes wrong, telling them why, what you can do about it and how much more it will cost, if it does cost more?

• How about the work site? Do you keep it clean and uncluttered? No loud music or smoking or raucous behavior. Are all your associates courteous to your customer?

• When the job is complete do you take the time to do a walk through with your customers to make sure they are satisfied with the work you have completed? They should be delighted enough for you to ask them for a reference or testimonial.

• And finally, do you follow up a week later to make sure they are still happy with your work? This is the time to ask them how you did and if they would use you again. This is the time to make them a customer for life.

Now that you’ve looked at all aspects of your business, the service you perform and how you perform it, are you happy? Is this the way you want people to see your company? If it’s not, then fix what needs fixing. If it is then good for you. But don’t stop there. The best way to keep growing your company is to always be finding ways to make the customer experience better. That’s the right way to grow your company.

GROWING YOUR BUSINESS: Having a great team is great way to grow business

/0 Comments/in /by
Growing your businessby Dan Beaulieu
Business consultant

Building the right team for your small business goes beyond just hiring skilled employees. You’re looking to create a group of people who are not only talented but also committed, passionate, and fully invested in the success of your business. Here’s how you can build a work team that believes in your mission, puts in the extra effort, and sticks with you for the long haul.

• Start with Your Business Vision: Every great team is driven by a purpose. You must first establish and communicate the mission and vision of your business. Make it clear why your business exists, what makes it unique, and how it adds value to your clients’ lives. When your team understands and believes in the “why” of your business, they’re more likely to feel a sense of purpose and pride in their work. This clarity can foster loyalty and dedication that go beyond day-to-day tasks.

• Hire for Attitude, Train for Skill: In small businesses, a positive, can-do attitude is worth its weight in gold. Skills can be taught, but a good attitude and work ethic are often innate. Look for people who exhibit qualities like curiosity, resilience, and enthusiasm. These are the types who will take on challenges with a positive mindset and contribute to a collaborative, upbeat workplace culture. Once you have the right attitude on board, invest in their development. A commitment to training and growth shows employees that you’re invested in them, which often makes them more committed to you.

• Encourage Ownership and Responsibility: People are more passionate about their work when they feel a sense of ownership. Delegate meaningful responsibilities and give employees the freedom to make decisions within their roles. When they feel trusted and empowered, they’re more likely to take pride in their work. Encourage them to treat the business as if it were their own, and they’ll naturally become more invested in its success.

• Foster Open Communication: A strong team thrives on transparency and open communication. Regularly, hold team meetings where everyone can voice their ideas, concerns, and feedback. Let your team know their input matters; it’s a sign of respect and inclusivity. When employees feel heard, they’re more likely to be engaged and committed. Likewise, be honest and transparent with them. Share both the wins and the challenges of the business and let them know they’re part of the journey.

• Celebrate Successes, Big and Small: Recognition goes a long way toward building a passionate team. Celebrate achievements, no matter how small. A simple “thank you” or acknowledgment of a job well done can boost morale and make people feel valued. Consider team celebrations for milestones or successful projects. Recognizing everyone’s contributions reinforces that each person’s efforts make a difference and that their hard work doesn’t go unnoticed.

• Invest in Their Growth: One way to keep your team committed is to show you’re invested in their future. Provide opportunities for learning and growth, whether through training programs, attending industry events, or offering mentorship. By supporting their personal and professional development, you’re showing them they have a future with you and you’re committed to their long-term success. This investment in them creates a reciprocal commitment to your business.

• Create a Positive Work Environment: Finally, remember a positive work environment doesn’t just happen; it’s created. Encourage a culture of respect, support, and collaboration. Foster an atmosphere where people enjoy coming to work, where there’s laughter, camaraderie, and even a little fun. People are more likely to commit to a workplace where they feel comfortable, supported, and connected.

Building a passionate, committed team takes time and effort, but the payoff is immense. When you have a team that believes in your business, shows up every day with enthusiasm, and is dedicated to doing their best, your small business can achieve great things. The right team will help you grow, succeed, and build a reputation for excellence, all while making the journey a rewarding experience for everyone involved. Having a great team is a great way to grow your business.

SMALL SPACE GARDENING: Don’t let frost end your garden season

/0 Comments/in /by
by Melinda Myers

No matter where you garden there never seems to be enough time to grow and enjoy all your favorite vegetables. Start preparing now to extend your growing season and continue enjoying garden fresh vegetables even after the first frost.

Some vegetables like cabbage, broccoli, cauliflower, kale and Brussels sprouts tolerate frost and even taste better after a slight chill. Most of these can tolerate temperatures as low as 24 to 28 ˚F.

Leeks are another vegetable that thrives in cooler temperature. Many tolerate temperatures as low as 20˚ F. Just mound some protective mulch around the plants and continue harvesting.

Take advantage of the chilly winter temperatures to store some of your carrots, turnips and parsnips in the ground for winter. Just cover the soil with straw or evergreen boughs after it lightly freezes. Dig as needed or during a winter thaw. You will enjoy their wonderfully sweet flavor.

Floating row covers protect plants from frost while allowing light, air and water through. (photo courtesy of MelindaMyers.com)

Those first few fall frosts are often followed by a week or more of mild temperatures. Protecting frost sensitive plants from the first few fall frosts is one way of extending your season. Cover the plants with old bed sheets, mattress pads, or similar items in late afternoon and remove them as soon as the temperatures climb above freezing. Keep these handy and be ready to cover whenever frost is in the forecast.

Make it easier by using floating row covers. The spun material allows air, light and water through while protecting the plants from frost. You will find different weights of row covers that provide different levels of temperature protection. Just loosely cover the plants and anchor the edges with stones, boards or garden pins. You only need to remove the fabric to harvest ripe vegetables. Otherwise, it can stay in place until the vegetables stop producing or you decide it is time to end the season.

Create a high tunnel over garden beds filled with large plants. Use hoops and row cover to allow easy access for harvesting while protecting the plants.

Cloches have long been used to jump start the season or extend it beyond the first fall frost. You’ll find a variety of shapes and sizes available. Select one large enough to cover your plants and protect them as needed. Look for those with vents to prevent plants from overheating and those that allow water through while trapping in the heat.

Don’t let unripe tomatoes go to waste if you are unable or unwilling to protect them from frost. Harvest any that are starting to show color before the killing frost and finish ripening them indoors. The bottom of the tomato should be greenish white or starting to color up. Store your green tomatoes in a cool (60 to 65 degrees) location to extend their storage life.

Spread out the tomatoes on heavy paper or wrap them individually in newspaper so the fruit do not touch each other. They’ll ripen over the next few weeks. Speed up the process by moving a few tomatoes to a warm bright location a few days before they’re needed. Enjoy green tomatoes fried, in relish, salsa, pies or many other ways.

And when your season ends, begin planning for next year. Enlist some of these strategies to jump start the season for an earlier harvest.

Melinda Myers has written over 20 gardening books, including Midwest Gardener’s Handbook, 2nd Edition and Small Space Gardening. She hosts The Great Courses “How to Grow Anything” instant video and DVD series and the nationally syndicated Melinda’s Garden Moment radio program. Myers is a columnist and contributing editor for Birds & Blooms magazine. Myers’ website is www.MelindaMyers.com.

GROWING YOUR BUSINESS: Your ideal customer to grow your business

/0 Comments/in /by
Growing your businessby Dan Beaulieu
Business consultant

One of the most important aspects of growing a successful business is to have a complete understanding of who your customers are. You need to know everything possible about the people you are selling your products and services to.

Look, chances are you started a business because you saw a need, a need that had to be met. Most business start that way. But the next thing you have to know is who has that need for your product and service, and why do they need it?

It’s your job as a business owner to develop a complete “Ideal Customer Profile” of who your customers are, what they look for in the type of business you have and what makes them prefer one company over another.

This means you have to study your current customers to discover why they are your customers, what pleases them and what doesn’t, and that will help you create the idea customer profile.

Let’s say, for example, you specialize in landscaping, especially stonework landscaping. To develop your ideal customer profile study, your past and current customers and ask these questions:

• What do they have in common?
• What types of projects are the most popular?
• Stone walls?
• Pool surrounds?
• Retaining walls?
• Patios?
• Flower beds?
• What projects are the most profitable?
• What are your customers demographics?
• Age?
• Income?
• Neighborhood?
• Type of home?
• Ask yourself what kind of customers do you like dealing with?
• Which value what you do?
• Which know what they want?
• Which trust you enough to take your suggestions?
• Which are you most successful with?
• Which appreciate and value what you do?
• Which are customers for life calling you year after year with new projects?

Once you have accumulated all of this data, you can compile it and have a very good profile of your ideal customer, and an even better idea of how to market to that ideal customer, including knowing:

• What kind of advertising you should be doing?
• Local newspapers?
• Which do they read?
• Television or radio?
• What do they watch or listen to?
• Websites and social media
• Are they online?
• Do they use Google?
• Door to door flyers?
• Will word of mouth work?
• Customer referrals?
• Direct mailing or emailing?
• Are they analog or digital when it comes to getting messages?

All of these things matter when you are trying to gain new customers. You have to create your ideal customer profile and use it for your marketing, to make sure you are targeting the right customers. For example, if you are selling landscaping or stone scaping you are wasting your time trying to sell to people who live in town houses or retirement communities. On the other hand, you might find out who has just had a pool put in and contact them about landscaping around that pool. Or find you might find who just bought a house in town; or had one built and contact them. Both of these are a matter of public record so it’s not that difficult to find these customers.

But whatever you do if you want to be successful you have to do your homework. Develop your ideal customer profile and then market to potential customers that fit that profile and you’ll always be growing your business.

GROWING YOUR BUSINESS: Enhance your customer experience

/0 Comments/in /by
by Dan Beaulieu
Business consultant

Having happy and satisfied customers is the most rewarding aspect of owning a business. If you concentrate on your customers and focus on delighting them you will never run out of business. You can have all the sales you want, all the price gouging, all of the promotions and advertising and, yes, they will all work to a certain extent but the number one thing that will make your company grow and thrive is having a following of delighted customers.

But of course, that is easier said than done. Delighting your customers takes focus, knowledge and concentration, and most of all it takes looking at your company experience from the customer’s point of view. That’s right, to delight your customer you have to walk in his shoes. That means be aware of and enhancing the customer experience.

The best way to do this is to look at every aspect of your business through your customers’ eyes. Look at every aspect of the business experience that your customers see and evaluate it from that point of view.

• How do customers find you? If you’re advertising, what do your ads look like. Evaluate other means of customer acquisition from flyers, to your website, to your social media. How does it look to the customers?
• What happens when they try to reach you? Is it by phone? Does somebody answer the phone immediately and deal with the customer professionally? Or if it’s voice mail, is your message professional? And most importantly with voice mail, do you get back to them quickly? Calling your own company and seeing for yourself how the phone is answered or how the message sounds, could be a real eye opener.
• How does the company present to the customers? Signage, trucks, equipment? If you are in retail, how does you place of business look to the customer?
• If you are a contractor, say a builder, or a roofer, or a landscaper, what is your quote process like? Is it easy and friendly along with being transparent, clear and precise? Do you make sure your customers know exactly what they are getting for their money – exactly what it will cost them? Is the transaction experience pleasant for them?
• Are you always on time? Are you accurate when it comes to when your team will arrive on the premises and how long it will take to do the job?
• Do you keep the customer informed at all times as to how the job is coming along? Do you communicate with them immediately when something goes wrong, telling them why, what you can do about it and how much more it will cost, if it does cost more?
• How about the work site? Do you keep it clean and uncluttered? No loud music or smoking or raucous behavior. Are all your associates courteous to your customer?
• When the job is complete do you take the time to do a walk through with your customers to make sure they are satisfied with the work you have completed? They should be delighted enough for you to ask them for a reference or testimonial.
• And finally, do you follow up a week later to make sure they are still happy with your work? This is the time to ask them how you did and if they would use you again. This is the time to make them a customer for life.

Now that you’ve looked at all aspects of your business, the service you perform and how you performed it, are you happy? Is this the way you want people to see your company? If it’s not, then fix what needs fixing. If it is, then good for you. But don’t stop there. The best way to keep growing your company is to always be finding ways to make the customer experience better. That’s the right way to grow your company.

GROWING YOUR BUSINESS: Please don’t do this!

/0 Comments/in /by
by Dan Beaulieu
Business consultant

A good customer is your most important asset!

One of the biggest complaints that people I know have about local contractors is that some of them, when they get busy, won’t give them the time of day. Not all of them mind you, but more than a few seem to act with a certain…dare we say smugness when their schedule gets filled up. If you are a contractor, whether a landscaper, a tree service, a builder, a plumber, or electrician and because of Covid-19 you now have a waiting list as long as you proverbial arm, please remember the lean times. Please remember what a privilege it is to have customers.

Look I know you are going to get very busy in the next few months. So many projects have been put on hold that, of course, you have a backlog of customers’ projects waiting to be attended to. And of course, you cannot get to them all at the same time. That is understandable and only makes sense. There are only 24 hours in a day and only seven days in a week, so there is only so much that you can do, and only so many projects that you can attack at one time.

I’m not asking that you take on more than you can handle, I’m not asking that you make promises you can’t keep, All I am asking is that you treat all your customers like you care. Let them know that their business and most importantly their loyalty is important to you and you are going to do the very best you can to get to them as quickly as you can.

Here are a few simple guidelines to make sure that you treat your customers right while they wait for you to get to their projects:

  • Return their calls as soon as possible. Making a customer wait for you to return their call is insulting and sends the message that you don’t care about their business.
  • If the customer has a project for you to get started on, politely explain that you are busy, that you will make time to visit the customer and take a look at the project within 24 or 48 hours.
  • And keep that appointment by all means. There is nothing more insulting to a customer than standing him up.
  • Quote the job as quickly and efficiently as possible.
  • With the quote include the time in your quote you are going to be able to get to their project and make sure you are accurate as possible with this timing.
  • And at all times, no matter how busy you are right now, make sure your customers realize how important they are to you.

These are just a few simple rules of business courtesy, but they are more important now than ever. Always remember the lean times and how much you appreciate your customers’ business in those times. And then consider these simple business courtesy guidelines as an investment in your future. An investment that will certainly help you grow your business.

GROWING YOUR BUSINESS: More salsa, please!

/0 Comments/in /by
by Dan Beaulieu
Business consultant

I love Mexican food. I love Mexican restaurants and I have been in many of them from El Paso, Texas, to Tucson, Arizona, to San Jose, California, to Bangor, Maine, to Portland, Maine, to Waterville, Maine, to Augusta, Maine. And get this, my favorite part of being in a Mexican restaurant is not necessarily the food. I like what I like (Carnitas Fajitas) but I am certainly no connoisseur of the food. Nope my favorite part of being in a Mexican restaurant is at the start of the experience (not even the meal yet) when we all sit there and have a drink ( and get this, I don’t even like Margaritas! But I do like a cold beer) and I like best of all the camaraderie. The sheer joy of being there.

And consider this, if you own one of these establishments. Most of your money is made with the beginning of the meal. That experience before the meal even starts is when you really make your money.

A good Margarita in a good restaurant will cost from $11 to $13 (which I think is a fair price value for what you are getting.) And if you have four people at the table, chances are they have already paid 50 bucks before they even order the meal.

And then they might order special queso and chips for another $10, and, or some special Guac for another $10 and before you know it the tab is now at $75 and no food yet. Man if I own that restaurant I am in 7th Heaven. And the best part for that owner or manager is that chances are the folks are going to order another round to go with the meal! Man you are getting into the five figure neighborhood already! Ole!

Now, let’s get to the dilemma, the thing I just cannot understand and that’s the salsa, the quality, the taste, and the amount. Look anyway you cut it salsa has to be pretty cheap to make. And it is probably even cheaper to buy. Heck, I have seen salsa, pretty good tasting national brand salsa in gallon jugs for ten bucks or so. I think that it can be said that salsa is a pretty cheap but very important part of any meal in any Mexican restaurant.

So, here’s my beef, and please remember I have been nice so far. I have been to two very good, in fact, outstanding Mexican restaurants in the past two months that serve salsa in those little plastic take out cups. You know the ones where you might get mayo or ketchup on the side in a takeout bag! All I ask is, why? Why would you possibly do that? It’s as though you are tacitly saying “okay, this is all the salsa you’re going to get so drink your drink, order your food, eat and get out, someone else wants this table!” Which, of course, is the exact opposite message you want to convey in any restaurant. Especially a Mexican restaurant where the bill/ tab is so front loaded.

If you serve great salsa and plenty of it, like a soup bowl full of it at a time, people are going to love it, they are going to eat it up and yes, the more important part they are going to extend this chip and salsa eating,

Margarita buying and drinking part of that entire meal experience! Without a doubt great chips and salsa and plenty of it will increase your drink sales by at least 50 percent and for little or no extra money! The least expensive part of this pre-meal experience (for you the restaurant owner) is the salsa.

So please, please, please, more salsa please. And that is a fantastic way to grow your business.

GROWING YOUR BUSINESS: So, you’re busy: not a time to lose customers

/0 Comments/in /by
Growing your businessby Dan Beaulieu
Business consultant

As most of you reading this know, it is more difficult than ever to find people, companies, contractors to work on your house or facility. Even my friends at libraries and churches are having a difficult time finding people to work on their projects.

We get it…your busy, you have a full slate of jobs until the rest of the year. But remember that things are going to slow down after a while, they always do. And then you’re going to start looking for projects again. This means you’d better treat the people trying to hire you right now with kid gloves. Sure, you cannot handle their work today but let them know when you will be able to, or at least refer them to someone who can handle their needs sooner than you can.

To just worry about the business at hand right now and not worry about your future is very short-sighted and frankly, bad for business.

Here are some things you can do to make sure that you stay in good graces with the people/customers that you cannot help at this time.

  • Answer your phone and your emails. I have on three occasion reached out to companies who did work at my house a number of times. They are not even returning my phone calls. In two cases I reached out to them on e-mail and they did answer their e-mails. Really? At least let me know that you are still in business, still alive. I thought we had a good relationship, and in most cases, we pay the minute the work is done. Why are you leaving me stranded out here? At least let me know if you are no longer in business, I’ll understand. The past two years have been hard on everyone.
  • Don’t be arrogant. You know what I mean. Con­tractors are in such demand these days, that when you do get a hold of one, they tend to be smug and inform you how long it is going to be before they get to you. Don’t use expressions like, “Yeah, you and everybody else.” or “Get in line, or “take a number.” You are going to need our business some day soon so don’t be a smart ass about how busy you are right now. Don’t, for heaven’s sake, burn my bridge.
  • Be helpful. It is understandable that your are busy. And I am happy for you. I want you to succeed. But please try to figure out how you can help me solve my problem. At least help me by suggesting someone who might be able to help me sooner than you can.

In the end, it is good business to preserve your good customers. It is also good business to gain new customers. You’ve been through the hard times. You remember what it’s like not to have enough business. What it’s like to have to send some of your precious crew home after only a three-day work week.

Try to remember that. Remember how precious customers are to the success of your business and treat them as such, find a way to at least politely placate them so they will be there when you need them. That’s the very best way to grow your business.