Contrary to popular belief, small businesses can survive a crazy economy by taking some proactive steps. And they aren’t rocket science. Here’s what you need to do.
1. Provide spectacular customer service
Every time. Have a friend or colleague visit your business and provide feedback from a customer’s perspective. This person should be unknown by your staff and willing to provide a candid assessment.
2. Make sure your front and back office work like a well-oiled machine.
Are the front line and the back office telling your customers the same thing? Fix that now. You will drive customers away if they have to go through hoops to use your company.
3. Manage your customer relationships
Return customers take the least amount of effort — use that to your advantage. Keep in touch often.
4. Review your strategic plan monthly
Weekly is even better. Make sure you’re doing the things that will get you where you want to go.
5. Adjust your strategic plan as necessary
Your “smallness” makes you more flexible and allows you the ability to stretch into new markets quickly.
6. Communicate, communicate, communicate
With your employees and your customers. Nurture those relationships. Ask for feedback often.
About Denise O'Berry
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