One of the most important facts that any business should take on board in the present climate is that your existing customers are vital to the success of your business. This is not exclusive for when times are tough, but is applicable anytime.

When you consider that for an “average business,” two thirds of the clients who leave do so because they feel they are not cared about. They feel they are just another number, a monetary transaction.

The movement of customers and clients to other suppliers in your industry is normal. It may depend on the advertising, on the offers available, but rest assured it will happen.

But what would it mean to your business if you can hold onto the customers you already have for longer? How would it be if your clients stayed with you because of the value-based relationship you have built with them rather than simply being drawn away by the competition purely on price discounts?

However, being seen to care about your clients, and creating a true “Customer Satisfaction” policy in your business is challenging.

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A big concern at the moment seems to be the perceived increase in competition for every marketplace…

A recession is actually a good foundation for growth… provided you are focusing your business in a structured and targeted way.

But it does mean that it is ESSENTIAL to be able to clearly differentiate yourself from your competitors in the eyes of the prospective client, and critical that you remain (or get) client-focused.

But concentrating on customer care and client satisfaction is only part of the battle, once you have got the clients to buy from you in the first place…

You may have noticed there are HEAPS of marketing messages out there which you have to compete for attention against, and that’s not only from your direct competition.

Everyone is being more careful how and where they spend their money. It doesn’t mean they have stopped; just they are being more choosy about what they spend it on and what is going to bring in the biggest benefit.

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