Category: Customer Care

Personal experiences of good customer care

Most people, if they were asked, would probably agree that the standards of customer care have fallen over the last decade.  There are many reasons behind this trend, ranging from suppliers taking what they perceive to be unnecessary costs out

Posted in Customer Care

Reward clients for their loyalty

Unless you are just starting up your small business, you will already have a number of clients who are happy with their purchases.  These clients have the potential to help you grow your business, provided they remain loyal and make

Posted in Customer Care

The Pareto Principle in customer care

I have found the Pareto Principle (sometimes known as the 80/20 Rule) to be a valuable tool for small business owners.  It has served me well for over 25 years.  In this post I will look at how you can

Posted in Customer Care

Adopt a right-first-time philosophy

There is a tendency with a lot of small business owners to drive themselves and their staff to complete tasks in ever shorter timescales.  This is partly due to clients wanting deliveries faster and faster.  It is partly down to

Posted in Customer Care

Dealing with loss-making clients

Every small business has a bunch of high-maintenance, loss-making clients.  Not every small business owner has done the necessary analysis to understand the numbers involved.  They have yet to identify which of their clients are effectively being paid to remain

Posted in Customer Care

Focus on your best clients

The Pareto Principle is a great tool that small business owners can use right across their businesses to ensure they are getting the best from their resources – people, equipment and IT.  It helps you to focus on what’s important

Posted in Customer Care