One of the cool things about having become so vocal about business practices is that I’ve been able to connect with really awesome companies. Companies that are actually doing all they can to make sure both their customers and employees are happy.
There’s one thing that these companies seem to have in common – they deliver happiness. And there’s a lot that small business owners, freelancers, and solopreneurs can learn from this philosophy – because let’s face it, if your customers or clients aren’t happy you’re going to lose money and your business growth will stall.
So how do you make sure that you are delivering happiness? How do you ensure that your business will grow over time?
I was able to sit down and chat with the guys over at J Mac Supply to get you some answers. We also came up with some exercises so you can implement these practices into your own businesses. (By the way, I totally LOVED these guys by the end of the call!)
Maintain Good Relationships Across the Board
There is a ton of information out there regarding keeping your clients happy, but often times we totally forget about everyone else we work with in order to make our business a reality.
“We realized that our relationships with customers, vendors, and our employees offer major insight into our company. So what we do is make sure that everyone we work with is happy,” says company CEO Judah Schiff.
One way they recommend doing this is by giving people more than they expect. For instance, when it comes to their customers J Mac Supply automatically upgrades purchases to next day shipping. With their vendors they pride themselves in being transparent about pricing and inventory levels – something that sets them apart from many other e-commerce companies. And lastly, they’ve even helped their distributors implement better and more efficient systems so they can both save time running their businesses.
By keeping everyone happy companies can focus on what they set out to do – growing their business and building relationships with new customers.
Exercise: How can you give customers or clients more than they’re expecting? How can you be of service to your employees, virtual assistants, social media managers, and contractors? List some things you can help others with and send them an email letting them know!
Do Everything You Can to Provide High Quality Service
People know when they are getting high quality service and often times they will leave in droves if they’re not getting it – no matter how much money it may seem like they are saving.
In recruiting I often had to deal with companies who had completely sold out on providing good customer service because they were selling services at a dirt cheap price. The end result was just lots of headaches that made people (customers and employees included) want to leave – essentially losing the company billions in sales and hiring costs.
I brought this up with J Mac Supply and they had a great answer: don’t undercut the value of products or services because you’ll end up putting a very important part of your business at risk – people.
For instance, if you undervalue your product or service then you may not be able to afford good customer service practices. This will in turn cause you to lose customers and the people who may be working for you. Not to mention it completely destroys the reputation of your company, and in a time when more people are spending dollars based on company values sometimes a good reputation is your best asset.
Bottom line: You can’t have a functioning business without people, so make sure you’re providing them with the best quality service you can.
Exercise: Take a look at your rates and prices. Are you undervaluing your products or services because you think it will make you more money? Are you risking quality service as a result? List the ways you can provide better quality care and how you can make it happen (P.S. It may involve bringing on some help – and that’s okay!).
At the end of the day it’s all about building good relationships with everyone your business comes into contact with. People remember when someone goes above and beyond to meet their needs – and at that point they are more than happy to pay you for it.
Remember, it’s a lot easier to convince people who already love you to work with you, on the other hand it’s a lot harder to get a disgruntled customer to continue doing business with you.