The way you treat your customers is as important as the quality of your business or service.
That’s the advice of Josh Golden, CEO of the digital consulting firm Table XI, who said establishing and building relationships with your customer base is essential to a growing operation.
"After 11 years in the technology consulting business I’ve learned that there are two things customers will never forget: your ability to achieve their business results, and the way you treated them along the way," Golden told BusinessNewsDaily.
While developing those bonds is easy for smaller companies, Golden said many businesses tend to lose that close client relationships as the business begins to grow. He said when he first started his company he knew the exact needs of every client, but as time has gone and the business has expanded he has had to relinquish some of those responsibilities to others.
"(When we first opened) I had all the information I needed to anticipate issues before they became a problem and all the power to reconcile them if they did," Golden said. "Now I’ve had to step back from the day-to-day of account management, but I still take an active role building our customer relationships."
Golden offers business owners four tips to maintaining relationships with customers and clients while growing their business, including:
Delegate: Business owners need to delegate some of the communication responsibilities to others in their company. They need to take on the important stuff and hire someone to manage the day-to-day needs. Business owners will never be able to take their company to a new level when responding to 200 emails a day. But at the same time, the company will never grow if the customer base feels ignored.
Surprise and delight: Make customers unexpectedly happy by offering them tickets to a big game or even some free advice. While they might not have 20 hours a week to allocate to client services, business owners would be surprised with the impact they can make in a single hour.
Quarterly reviews: Offering free quarterly check-ins with some of the most valuable clients can be a great way to not only ensure their needs are being met, but to ensure that the business isn't leaving money on the table.
Client appreciation events: Hosting regular events, like a summer party or free workshop, provides businesses with the chance to feel appreciated, while also learning something new.
Based in Chicago, Table XI is a digital consultancy offering web and mobile strategy, execution and analytics services to clients across the country. In addition to its client work, the firm is also an avid supporter of entrepreneurship, having backed a number of startups as an equity investor, concept-stage service provider or mentor.