Free advertising

A customer called a small business recently and spoke to the owner to schedule a service.

The owner was professional and answered all her questions, but even beyond that, he showed that he cared about her wellbeing without being patronizing. Sometimes there is a fine line between caring and patronizing, but this business owner knew how to demonstrate the former and avoid the latter.

He knew how to make a connection with a customer, how to build rapport, which is so important in any business. Customers prefer to be treated as people rather than a dollar sign and any chance you have to demonstrate that will go a long way to customer retention.

This customer was already a repeat customer and a vocal advocate of the business. After the phone call, she was even more so. Free advertising by treating a customer with respect. So easy to do and pays off in the end.