I run a service business thats success has been highly dictated through customer retention.
I was cleaning my apartment tonight and I found some old papers from 2013….
I found two things.
One was a list of hand written appointments, the other was a SNAP (supplemental nutrition assistance program) application.
I was ashamed for a while to admit that in 2013 I needed food stamps. I was also ashamed to admit that I dropped out of college and didn’t have a degree. Having a degree is such a common topic of discussion. When you meet someone new (especially in your 20s and 30s), one of the first questions asked is “where did you go to school?” and “what year did you graduate?”
I would always dodge the question by saying I finished the University at Albany in 2013. It wasn’t a lie, but it only told half the truth. I finished on my terms, not with a diploma, and it made life a little bit harder when it came to my self-esteem in these social settings.
It was also a decision that ended up being one of these best decisions in my life because it created an environment where I needed to work really hard, and do things unconventionally to make a living. These real life experiences became some of the best educational experiences I have ever had. I no longer feel ashamed to share my life with people, because I made something of myself with my actions. I shouldn’t have felt ashamed to begin with, but I needed to learn that.
Moving forward to the list of hand written appointments, I came across some very familiar names. Two of the names are people I am still very close with. These two people are customers, but most of all they’ve become friends.
I have a handful of customers that have been working with me for multiple years. They continue to support me and my business and I truly appreciate them. I was lucky enough to fall into my line of work almost accidentally. I knew nothing about the business and customer base when I first entered the industry (I am a personal trainer by profession if you didn’t know).
My entire way of living has been paid for by a small amount of loyal people who benefit from the services I supply. These same people have turned into mentors. I have multiple business owners, lawyers and bankers coming to me for help and the countless hours we’ve spent together the past few years has been a learning experience about life. I’ve developed such strong bonds with these people that most know all the little details about my life, dreams, ambitions and I know most of theirs. In return its setup a situation where I am receiving advice on business from people with 20+ years of experience running successful businesses. Many would fit in here as fastlaners who “made it.” They’d fill the forum with success stories. I feel blessed in so many ways.
But I digress. What made all of this possible began with the relationship I formed with these people.
I cannot stress enough what great customer service and client relationships can do for your business. I felt inspired to write about this tonight because we are at a time in the year where people give gifts and thanks to each other.
I encourage everyone to thank their customers, especially those who have been loyal. Write hand written cards. I know some people deal with a ton of customers in retail situations or members on their sites, but even then, send out some sort of thank you email for the business and if you only have a few customers, make it personal.
I gave my loyal clients a handwritten card this year explaining the positive impact they’ve made on my life and I gifted a bottle of wine. I do this a few times a year, but it doesn’t go unnoticed and only strengthens the relationship and ultimately the foundation of my business.
Kindness and gratitude can never be unappreciated and it never hurts to give a little more.
I was cleaning my apartment tonight and I found some old papers from 2013….
I found two things.
One was a list of hand written appointments, the other was a SNAP (supplemental nutrition assistance program) application.
I was ashamed for a while to admit that in 2013 I needed food stamps. I was also ashamed to admit that I dropped out of college and didn’t have a degree. Having a degree is such a common topic of discussion. When you meet someone new (especially in your 20s and 30s), one of the first questions asked is “where did you go to school?” and “what year did you graduate?”
I would always dodge the question by saying I finished the University at Albany in 2013. It wasn’t a lie, but it only told half the truth. I finished on my terms, not with a diploma, and it made life a little bit harder when it came to my self-esteem in these social settings.
It was also a decision that ended up being one of these best decisions in my life because it created an environment where I needed to work really hard, and do things unconventionally to make a living. These real life experiences became some of the best educational experiences I have ever had. I no longer feel ashamed to share my life with people, because I made something of myself with my actions. I shouldn’t have felt ashamed to begin with, but I needed to learn that.
Moving forward to the list of hand written appointments, I came across some very familiar names. Two of the names are people I am still very close with. These two people are customers, but most of all they’ve become friends.
I have a handful of customers that have been working with me for multiple years. They continue to support me and my business and I truly appreciate them. I was lucky enough to fall into my line of work almost accidentally. I knew nothing about the business and customer base when I first entered the industry (I am a personal trainer by profession if you didn’t know).
My entire way of living has been paid for by a small amount of loyal people who benefit from the services I supply. These same people have turned into mentors. I have multiple business owners, lawyers and bankers coming to me for help and the countless hours we’ve spent together the past few years has been a learning experience about life. I’ve developed such strong bonds with these people that most know all the little details about my life, dreams, ambitions and I know most of theirs. In return its setup a situation where I am receiving advice on business from people with 20+ years of experience running successful businesses. Many would fit in here as fastlaners who “made it.” They’d fill the forum with success stories. I feel blessed in so many ways.
But I digress. What made all of this possible began with the relationship I formed with these people.
I cannot stress enough what great customer service and client relationships can do for your business. I felt inspired to write about this tonight because we are at a time in the year where people give gifts and thanks to each other.
I encourage everyone to thank their customers, especially those who have been loyal. Write hand written cards. I know some people deal with a ton of customers in retail situations or members on their sites, but even then, send out some sort of thank you email for the business and if you only have a few customers, make it personal.
I gave my loyal clients a handwritten card this year explaining the positive impact they’ve made on my life and I gifted a bottle of wine. I do this a few times a year, but it doesn’t go unnoticed and only strengthens the relationship and ultimately the foundation of my business.
Kindness and gratitude can never be unappreciated and it never hurts to give a little more.
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