Creating & Keeping Customers


As a business owner and entrepreneur, you have undoubtedly heard that rule number one is, “The customer is always right” and rule number two is, “If the customer is wrong, refer to rule number one.”


BY JOHN E. DUFFY, FOREMOST FORENSICS DRUG & ALCOHOL TESTING, LLC


In our world of providing service to a variety of customers, we work diligently to ensure that the customer believes this to be true. The easiest way to lose a customer is to forget these rules.


44 datia focus


a valuable, priority customer and are being treated as if they are your only customer. Te second goal is to expand your vision with regards to identifying new customers and geting them to use your services. It is easy to operate day-to-day at “status


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quo,” especially when you have been in business for several years and have created a stable customer base. We tend to believe that generally everything is great and that, unless the customer complains, we must be doing a great job. Well, the truth is, if you


he goal of this article is twofold: One is to highlight quality practices that will have your customers believing they are


don’t ask your customers how you are doing, someone else will. When was the last time you had a face-to-face meeting with your customer? Talking on the phone or sending emails is okay, but when you take the time to visit a customer, they know that you care about them. If it has been over six months, you need to set up that in-person meeting immediately. Grab a pad of paper now and write down those customers. When you are done reading this article, give each of them a call. Staying in touch with your custom- ers provides vital feedback and offers many opportunities to fine tune and increase the services you provide to them.


summer 2013


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