Why Your Best Customers Might Be Slipping Away
...And What to Do About It ðĪ
Whilst walking in town centres and high streets now, there are empty shops where thriving businesses used to be. I was thinking about why some local service businesses flourish while others fade away. The answer often boils down to one thing - looking after the customers you already have.
The Wake-Up Call ð
Jane (not her real name), an osteopath, was puzzled as to why her appointment book had gaps.
Her treatments were brilliant, and her prices were fair, but something wasn't clicking.
It turned out she was so focused on Facebook ads and leaflet drops that she'd forgotten about Sandra, her Tuesday regular, who'd been coming for three years but hadn't been in for months.
"I was chasing new faces," she admitted, "while my regulars were drifting away."
The Storage Success Story ðĶ
There's a family-run storage facility that's got it sorted. Instead of just handing over keys and waving goodbye, they've turned storing stuff into a proper service. They snap photos when you move things in, mark out your space clearly, and even remember if you need a hand carrying the heavy bits.
"Most storage places treat units like empty boxes," the owner told me. "We treat them like people's memories."
The Double-Glazing Difference ð
Remember the old days of pushy window salesmen? Well, times have changed.
A double-glazing firm that's ripping up the old rulebook. Rather than the hard sell, they're building relationships.
Every installation comes with a proper aftercare plan.
They pop round after the first winter, check the seals, adjust the hinges. No charge. Just proper service.
Result?
Their customers' neighbours are now their new customers.
Moving People, Moving Hearts ð
Here's a gem from a removal company. They noticed something - moving house is stressful enough without trying to remember where everything is. So now they take photos of how furniture was arranged in the old house. This helps people set up their new place exactly how they like it.
A simple touch has, a massive impact.
The Back-Care Brigade ðĶī
Two chiropractors recently taught me something valuable. One sends automated birthday emails to clients. The other remembers that Mr Thompson's back plays up after he plays golf on Wednesdays and sends him stretching reminders the next morning.
Guess which one has a waiting list?
Real Talk Time ð
Looking after existing customers isn't rocket science. But it does need actual effort. Real conversations. Proper care.
What's Working Right Now:
• Personal check-ins that show you remember details
• Aftercare that goes beyond the basics
• Solutions to problems before they happen
• Being human, not corporate
The Numbers Don't Lie ð
Here's something worth knowing:
Happy customers typically spend 33% more than new ones. Plus, they tell their friends, which is real word-of-mouth, not just Facebook likes.
Making It Work For You ðŊ
Start small. Pick five customers you haven't heard from lately and send them a message. This should not be a sales pitch - just a genuine "How are you getting on?" Maybe mention something specific about their last visit or purchase.
Watch what happens.
Because here's the truth - in a world where everyone's shouting about being the best,
simply being thoughtful stands out.
Your Next Step ð
Look at your diary. Who haven't you heard from in a while? Any gaps in your appointment book? They might be telling you something.
Remember
- it's not about fancy CRM systems or complicated loyalty schemes. It's about treating people like people, not walking wallets.
And sometimes, that's all it takes.
If you have any questions, then please schedule a free Q&A call with one of our team.
