Your Customers Run Your Show… But Not Really

Our customers are the REASON we are in business. They literally PAY OUR BILLS.

And yet, many business owners/leaders make decisions without even considering their customers’ opinions. This is a mistake and can cost you a lot of business.

The most obvious one we’ve seen is the hours of operation. The rebellious, slightly offended voice in your head right now that’s saying, “But I went into business for myself so I could make the decisions,” isn’t wrong.

You are a brave, courageous, risk-taking leader and you DO deserve to make decisions around your business and your life because of that. Here’s the great news: you can have the best of both worlds! And here’s how:

Find out what your customers LIKE and WANT, then decide on hours of operation, branding, social media messages, etc. in response to their likes and wants 

The simplest way to do this is through periodic customer surveys. You can use survey monkey or Google forms, and send out the survey via email. You can also do surveys over the phone or in person!

Make sure to survey your IDEAL customers, because their opinions are the most important. If your clients want to shop on a Saturday, find staff who are happy to work on a Saturday! This doesn’t mean YOU have to work on Saturdays!

Find out WHY your customers came to you, and talk about that (using THEIR WORDS) on your social media channels. They will feel more connected to those posts, and more ideal clients like them will also be attracted to your business.

In almost every area (except “cheaper prices”) you can make decisions that will make your customers happier, and more likely to spend more money. They don’t like the hours? Change them. They don’t like the sales process? Fix it. Just remember that your boundaries, values, and needs are important too!

Get input from your team and train them so they can take care of things when you're away.

When making decisions around which days you take off, and which products/services fit your values and your mission: this is ALL YOU!

Your business is a reflection of YOU. This means we need to take extra good care of YOU!

While you are modifying things in your business to ensure the happiest customers, you need to be careful to keep YOURSELF healthy and happy too. You also want to make sure you live within your values and mission statement.

If you absolutely would HATE to work on the weekend, schedule your team, train them well, create great operations manuals, and empower THEM to cover those shifts.

Make sure you take enough time off and SHUT OFF when you’re off! Empower your team to handle things through training, manuals and scheduled, periodic feedback. Enjoy your time off, or it is absolutely useless to be off!

If you do NOT believe in a certain product or company, don’t carry it, but find another way to satisfy the customer needs in that case, if possible.

Yes, your customers are absolutely imperative to your business. Yes, they pay your bills. Yes, you NEED them! However, you are still in charge, you still make the decisions, and you need to make decisions that:

  1. Keep customers happy and coming back and
  2. Keep you happy, healthy and fulfilled

If you feel you need some help to make your company more successful and more enjoyable, contact TMH Business Coaching today for a confidential, free, no-obligation consultation to propel you forward. Also, please feel free to add yourself to our weekly coaching tips email!

Business can be better™ and it should be!

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Kelli-Rae Tamaki

Kelli-Rae is truly passionate about successful business, and believes it can always be better, which is why she has spent 22 years studying, running, coaching and consulting with businesses, just like yours.
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