Start- up and growing businesses are faced with having to adjust business plans and strategies in order attract and retain customers and at the same time operate profitably. This pdf shares tips small businesses can use to strengthen relationships with current customers and attract new ones. email: bizcoachuk@gmail.com or phone: 0207 096 0620

1. When the going gets tough –retaining and attracting customers
Your Small Business Coach
Business Owners who can see opportunities in an economic downturn or financial crisis are
likely to be in business well beyond the 18-month predictable lifespan of more than 80% of
startup businesses.
Many start-up and even growing businesses are faced with adjusting their businesses to retain
or attain profitability, to see opportunities rather than threats. Business owners who see
opportunities to add value to services and products for customers are investing not only time in
developing new products but also in themselves. This increases their effectiveness in business.
In any business, it is easier to link sales performance with training and
or coaching provided to sales teams. Sometimes, however, after an
initial blitz, the situation returns to what it was pre-sales training and
even worst a weary sales force with staff more concerned about who
will be the first ones to be asked to leave. There is, however, an
alternative.
Businesses can choose to strengthen relationships with current
customers, attract new ones AND provide ongoing support to Sales
and Marketing staff to improve the customer experience.
Here are seven steps to retain existing customers AND attract news ones:
1) Improve customer service. Treat everyone as a valued customer (internal and external).
It pays dividends with motivated staff and loyal customers. Loyal customers provide
referrals.
2) Repackage your services or products to include a menu reflecting the varied needs of
clients. Clients will benefit by getting greater value for money.
3) Offer post-sale support, e.g., free advice, instead of selling another 'solution'
immediately.
4) Reward client loyalty -provide free reports or product samples.

2. 5) Be flexible. Make it easier for clients to do business with you. Go
to them, rather than having them come to you.
6) Provide incentives for new clients, discounts for multiple purchases.
7) Invest in staff training, especially in improving customer service
and innovative approaches to winning new clients.
Difficult economic climate calls for creative solutions and innovative approaches and
repositioning of businesses. Businesses offering creative and flexible solutions and responding
quickly to opportunities will survive and prosper in the current financial crisis.
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Your Small Business Coach and year of publication given as 2009.
Full citation: © 2009 Your Small Business Coach