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Experience: Do you want people to talk about you? It’s no longer enough just to be good at what you do to get a referral. You have to give people a reason to talk and even a reward for doing so. This can come in the form of gifts and contests, or by creating an experience for them to share on Facebook, like inviting them out and asking them to bring some friends. Investment: All relationships need investment. Almost no small business has a budget to invest in people who are already customers. Once they have your cash, it is almost like businesses forget you exist, because they are so busy trying to find the next new customer. This is insanity. Growth only happens when you have new customers plus retention. No business can survive on new customers alone. Not every new customer who walks in the door becomes a loyal customer. Many of them come in, use you once, and never come back again. The first answer is ease. They have one-click ordering. They offer free shipping on most items with a minimum order or free shipping on nearly everything with a Prime account. It’s so easy to hear about a book at a seminar or on a podcast, and with a few clicks, it is at your home or office, sometimes within hours. The second answer is their customer service. Returns are easy and typically free. They don’t hassle you on most things and always put the customer first. During any of his meetings, Jeff Bezos, Amazon’s So, other than price, what makes Amazon different?
chief executive officer, insists a chair at the table be left empty. That chair represents the customer and his needs. Do you care about your customers as much as Amazon does? Are you willing to invest in them, or are you simply invested in your bottom line? Another area of difference is value. Amazon is always trying to add value to their products and customer experience. Look at the Amazon Prime membership. It costs $99 per year and gives unlimited, free two-day shipping. They lose about $300 million per year on Prime membership shipping alone. That loss doesn’t include all the extra features that you get with Prime, like videos on demand. Do they really need to offer free movies and TV shows to get you to buy Prime? Even without the extra features, the value is amazing. What are you doing to add value to your user experience? Are you building a relationship with your customers to keep them locked in and focused on you, or are you resting your quality of service on a hope and a prayer? There is so much to do as a business owner. It’s hard. But with complexity comes opportunity and the advantage that most people won’t make an effort to do hard things or figure out complex things. Most people don’t really care about their customers. They care about themselves. Are you part of the majority? Actions always speak louder than words, so if you’re not part of the majority, what are you going to do to show it?
AROUND THE FIRM
• December 5 Networking luncheon: Havana Central, Noon- 2 p.m. Register at http://www.516ads.com
• December 22 - January 1 Offices Closed. Best Wishes!
“I hope you will have a wonderful year, that you’ll dream dangerously and outrageously, that you’ll make something that didn’t exist before you made it, that you will be loved and that you will be liked, and that you will have people to love and to like in return. And, most importantly, that you will, when you need to be, be wise, and that you will always be kind.” ~ Neil Gaiman
ATTORNEY ADVERTISING. The purpose of this newsletter is to provide information about Love Law Firm, PLLC’s qualifications and experience. The information provided in this newsletter does not, and is not intended to, constitute legal advice. Any prior results described in this newsletter do not guarantee a similar outcome. Love Law Firm, PLLC’s distribution of this newsletter is not intended to create, and will not create, an attorney-client relationship with you.
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