How Your Health Can Affect Your Sales

HealthHealth picture
Are you healthy? Really healthy? Are you sure? The overwhelming majority of salespeople I have encountered are not healthy. The life of the business person does not lend itself to healthiness. You may well be physically fit and not overweight, but this is not the same thing as being healthy.

Why is this important? Simply because you cannot perform at your best when you are unhealthy. You experience peaks and troughs of energy and fluctuating moods. It is difficult to get up in the morning. Your thinking is dramatically affected. When unhealthy, you think more slowly and less accurately. Memory is impaired and reactions are poor. Many people put this down to the first signs of ageing but they are wrong! The human body is quite capable of sustaining an active life to well over one hundred years old and to living to over one hundred and fifty years.

What is “healthy”? The most important factor is diet followed closely by exercise and rest. Looking at these three factors:

1. Diet. Poor diet is the reason for the dramatic increase in “lifestyle” diseases such as Cancer, Diabetes, Multiple Sclerosis and Arthritis. Are you shocked? You should be! What you eat largely determines how healthy you are and how long you will live. (More on this later.)
2. Exercise. Most people would agree that moderate exercise is good for you. Their reasons however would vary. The best reason for exercise that I have found is that by exercising, you are raising your pulse rate and stimulating the muscles in your body to stretch. Your heart is one of those muscles that you are stretching and this helps to keep it working properly.

What I am not advocating is spending hours in a gym every day or running miles. I am suggesting a gradual raising of physical activity such as:
• Walking up and down stairs rather than taking the lift
• Walking up and down escalators
• Go for a short walk at lunchtime
• If you drive to work, park a little way away from your office and walk the last few hundred yards. If you take the train, walk to the station.
• Get into the habit of walking rather than driving for short journeys

You will not have to take any more time out of your schedule to accommodate any of these actions and small as they may seem, they will make a dramatic difference to your health.

Please consult your Doctor before you change your diet or undertake any form of physical exercise.

3. Rest. The balance of research points to us needing about 8 hours to be fully rested and refreshed. But not all sleep is equal! The first four hours of sleep are used by the body for body repairs or rejuvenation of the tissues worn down during the day. The first hour is the deepest sleep with the first hurried elimination of the major aspects of purely physical fatigue with the next three hours being progressively lighter sleep while the more intricate physical repairs are accomplished – such things as reflexes and various physically derived judgements such as distance, form and colour are thus returned to normal through cell repair and reproduction.

The next four hours gives you the mental sorting and cataloguing that keeps you mind in good shape. If you are depriving yourself of sleep, you are probably suffering mentally rather than physically as it is very unusual for anyone to receive less than four hours of sleep regularly.

The message is simple. To be at you sharpest mentally and physically, you need about eight hours sleep regularly.

By my definition a healthy person eats a balanced diet, is physically fit and is well rested and alert. This describes the ideal situation and I know from my years in sales that sticking to it the whole time is close to impossible.

If you want to change your health you must change what you are eating, the exercise you are getting and how long you sleep. This need not take up much more time if you are sensible – and remember that you will be improving your ability to do your job and live longer into the bargain!

My suggestions on exercise above should not tie you up for more than a few minutes a day – you just need to remember to act on them. With regard to sleep, work out honestly how much sleep you get on average and then try to increase that gradually to as close to eight hours as you possibly can.

I found that the best way to improve my diet was to follow the advice of a qualified nutritionist. He checked my vitamin and mineral levels as well as testing me for food intolerances (approximately 50% of adults have an intolerance to wheat, yeast or sugar). He was then able to recommend a diet that I could follow as well as vitamin and mineral supplements. None of us eat a perfect diet and the supplements make it possible to have the correct levels of vitamins and minerals without eating a ton of cabbage and spinach weekly!

The best nutritionists are those associated with health food and complementary medicine centres. In my experience GP’s are unable to offer effective advice on diet and nutrition.

How To Use Questions To Get What You Want

QuestionsQuestions
Questions are the lifeblood of every conversation.  Whilst Active Listening is a great skill to have, without someone asking questions there are no answers to which you can listen!

The mind is a very logical instrument and tries very hard to predict the next question and therefore “opens files” in anticipation.  If the answer to the next question lies in one of these “files”, the question will be answered accurately and with detail.  If not, the other person will find the conversation hard going and will not be able to give good answers to your questions. This means that first you must approach the topic with the person and when his mind is on the topic, then ask a question specific to it. You will find this much more rewarding with the answers you receive.

Structure is very important if your questions are going to yield the answers you want.  Consider for a moment a filing cabinet.  To get to a file you must first open a drawer then select a folder and finally select one file from many in that folder.  If you had started out by opening a drawer at random and selecting the first folder you saw, would you find the information you were seeking?  Unlikely.

Types of Questions
Most people will identify with two types of questions.  Open questions are where the respondent needs to give an answer that is more than a simple yes or no or monosyllabic reply.  Good examples may be:

How do you feel about nuclear disarmament?
What motivates you to get out of bed in the morning?
Why would you climb that mountain?

And so on … You should note that these questions begin with How, What and Why.  These words typically invite the respondent to talk at length and are great for opening up a conversation (hence “open” questions).

The other form of questions are closed questions and these result in a factual and short response.  Good examples are:

How much is that?
What day do you want to meet?
When do you want to go ahead?
Do you want to buy this?
Would you like this delivered?

You will see that all of these questions can be answered with a one word reply that will close the discussion.  Most questions that start with How Much, What, When, Do or Would will be closed questions.  They do not offer the respondent the opportunity to talk at length.
In most sales training, you are told that open questions are good and closed questions are bad.  This is wrong!
Both open and closed questions have their place in any conversation and need to be used in combination to steer you to your desired outcome of the conversation.

Closed questions should be used to take control and direction of the conversation when you feel as though it is going off the topic you want to discuss. Open questions are used to gather information usually. This information could be whether you have something that you can offer them as an organisation or something specific to what you are doing for them.

Open questions are great for getting details however they can sometimes lead to the conversation away from your topic, in this case you should use another closed question to bring it back to what you want.

Using “yes tags”
A “yes tag” is the bit you tag onto the end of a statement that turns it into a question that the other person will answer “yes”.  Examples include “isn’t it?”, “don’t you?”, “wouldn’t we?” and so on….
The human conscious mind has two basic emotional states.  Positive and negative.  They are called many other things, but these are two main conditions that we maintain.  It therefore goes without saying that one must be in one or other of these states at any one time – you cannot be both positive and negative at the same moment.
We are going to have a far more productive conversation with someone in a positive state than a negative one – right?

So, how do we ensure that we keep ourselves, and the person that we are talking with, positive?  We use “yes tags” on questions and ask questions that we know will be answered “yes”.  It does not matter whether the person answers your question out loud as long as you know that it will be being answered somewhere with a yes”.
Remember from above that our goal is to keep the other person positive during our conversation so that they are able to say “yes” when you ask for some commitment.  So, to keep them positive have them saying “yes” or other positive statements regularly.  Let’s look at some examples:

“Hot today isn’t it?” – notice the “yes tag”
 “Do you expect the need for XYZ Service to increase?”
“You would need more staff to do that – wouldn’t you?”

The purpose is not to have a conversation full of these questions, but to include them regularly to ensure that the other person remains in a positive state.

Are you listening carefully?

IMG_1000It has been said that you should talk and listen in the ratio of one mouth to two ears!  On this basis, how you listen is twice as important as what you say and how you say it.  How do you listen?  Surely listening is listening you are either listening or you are not?  What do you think?

Imagine two situations.  In the first you are in a product briefing being given by a supplier whose products you don’t sell much.  It is Friday at 4:30PM, the sun is shining outside, the room is hot and the presenter is appalling!  He is talking in a monotone and has been taking about the same graphic for the past 30 minutes.  Half the people in the room are asleep!  How are you listening?

In the second situation you are with the senior buyer of your largest client.  He is describing his plans to take your complete product range.  You know that by the end of this meeting you will have done your annual target for sales twice over!  How are you listening?

Given these two situations, there are different levels of listening:

  1. Glazed Eyes.  You are not far away from dropping off to sleep.  You would be hard pressed to remember anything about what has been said at all.
  2. Automatic Response.  This is typical in meetings and conversations where your mind is somewhere else.  You are making the standard, automatic responses to the other person: “Sure”, “Yeah”, “oh that’s nice”, “no problem” and so on.  You wake up with a start when you realise that you have congratulated him on his son’s drug addiction problem!
  3. Last Few Words.  This goes all the way back to the schoolroom when you were listening with one ear whilst daydreaming.  The teacher asks you “What was I just saying, Smith?”.  You are able to dredge up the last few words that the teacher said and thus avoid their wrath.
  4. Answer Questions.  If you can answer questions about the discussion, you are paying attention and thinking about the subject in hand.  When you are in this mode of listening you stand a reasonable chance of remembering some of the discussion later.
  5. Tell Someone Else.  If you can tell someone else about the discussion, you are attentive and probably verifying the information as you go along with questions and confirmations of your own.
  6. Teach Someone Else.  If you are also able to teach someone else about the material, you are at the peak of attentiveness.  This is the optimal state of listening.  You are enjoying the subject matter, confirming points with questions of you own and you feel highly involved in the conversation.

Now, consider how the other person will feel about you if you are listening to them at level 1, or level 3, or level 6?  Do you think that they appreciate being listened to?  If so, do you think that she will be able to tell the difference between the different levels at which you may have been listening?  Of course she can! Rapport develops rapidly between two people where they are both actively listening to each other.  That is, they are both listening at level 4, 5 or 6.

Actively listening to someone is the fastest way to build rapport with that person.  And selling is all about influencing the buyer to your point of view.  By actively listening, you can persuade without saying anything!  When you do speak, isn’t it likely that the other person will now pay attention to you as well?  He or she is going to actively hear your sales message rather than listening with glazed eyes.

 

Nett Sales: Right person > right message > right time

Introduction

It has become apparent that we all need to work harder to convert and make the most of every sales opportunity. Commentators suggest that every sale is taking 20% more effort with contacts having become more mobile and less contactable.

In response, businesses have begun to look for repeatable sales processes for getting more business. We have developed one such system for you to share knowledge, build relationships and get more sales. We call it the Nett Sales Process.

The goal of Nett Sales Process is to create “perfect” enquiries for you. Diagrammatically it looks like this:

4 stage process graphic w grey back

Trying to get the right message to the right person?

If you have concerns over the accuracy of your sales and marketing database, you will recognise these scenarios:

‘Every time I send a physical mailing ¼ are sent back ‘return to sender’.

‘Every time I send an email campaign my key data shrinks by 10%’

‘Each time my sales people make calls I find my contacts have gone away / moved on’

If so, you might lack of control over the size and accuracy of your database. It’s worse still if a customer search produces no database match or if 5 contacts match with varying details. But worst of all is the wasted time of sending sales people or information to the wrong place.

If you feel like you’ve got to get more accurate data and stop everyone keeping their own records, follow this link

It’s a big and complicated job isn’t it?

Database cleansing and research needn’t be expensive. Our rates start at 30p per contact – £300/1000.

Intrigued? Follow this link to see how this works for you.

Nett Sales has many happy clients. But don’t take our word for it. See what one of them says here.

Get in touch now on 01672 505050 or contact us to begin engaging your customers and not their old details.

How To Regain Your Audience’s Attention In a Presentation

Asleep in class

Your talk should always be stimulating, relevant and interesting to your audience (otherwise, why are you talking to them?).  If you have mixed interests in your audience, it is likely that some parts of your presentation will be of less relevance to some people than others.  It is therefore vital that you are able to regain those people’s interest.

The best techniques I have found to regain attention are:

  1. Silence.  Silence is often a good ploy.  Just pause for a few seconds after making a point, maybe looking in the general direction of the person not paying attention, and she will suddenly realise everything has gone quiet and look up with a start.  The aim is not to embarrass her, just to regain her attention.
  2. Questions.  If you ask a question of your audience (even if you don’t expect an answer), the change in tone and interaction will restore attention, particularly if there is a few seconds of silence after you ask your question.
  3. Change tone.  If you have been delivering your presentation in a level voice then a change in volume (louder or quieter), accent or pitch will cause a person who is daydreaming to look up.
  4. Loud noise. Find an excuse to drop a big book on the floor, clap your hands, stamp your feet, cough or do anything else that will generate a loud, sharp noise.  Even those who are asleep will respond to this!
  5. Transitions.  If you have broken up your presentation into segments, you will give an introduction and summary between each segment.  You can use these transitions to enliven an audience.  Write your transitions in terms of audience benefit.  Sell them on the next segment coming up and maybe even “preview” up coming segments.  “That is one way to increase your profits by 10% and I’ll be showing you four other excellent ways by which you can increase you nett profit using this product, but first I want to tell you about………”.

Watch your audience’s eyes as you use these approaches and once you are satisfied that they are paying attention, you can move onto your next point.

12 steps to persuasive conversations

IMG_1012If you consider the many hundreds of conversations you have each week, some long, some short, some business related, some not, then it will become clear to you that this is a vital part of our business and social lives.  We can do little without becoming involved in a conversation, whether collecting an order from a client, or ordering lunch in a restaurant. Therefore by turning our attention to these conversations and improving their content, you will be able to improve the standard of your conversations.

In a business context, this means improved relationships with your clients, prospects, peers, staff and management.  In your personal life you will also have the opportunity to improve your relationships and persuade others to your point of view without browbeating them. The basic rules that you should follow are as follows:

  1. Think of a chess clock.  This is two clocks in one.  Only one of which is running at any one time.  When one player has made his move, he presses the button on his side.  This stops his clock and starts his opponents.  When his opponent has finished his move, he presses the button on his side.  This stops his clock and re-starts the first player’s clock. If you view your conversations in this way, giving your “opponent” a chance to talk then when she has finished, she will give you the chance to talk.  Apply the “two ears to one mouth” rule so that if they “overrun”, you can gently interrupt with a closed question (one that required only a one word answer) and then start talking. Shining the light on the other person in this way will help her to open up and give far more information than you would have received otherwise.
  2. Maintain eye contact.  If you keep looking at the other person while he is talking, not only will you pick up all of the non-verbal signals he is giving off (unintentionally), but you will also reassure him that you are paying attention and listening.
  3. Make notes.  I am not blessed with a photographic memory and unless you are, you need to make notes.  This also re-assures the other person that what she is saying is so important to you that you want to write it down!
  4. Don’t finish other’s sentences.  This ranks as number one most annoying habit with many people.  Tempting as it may be, let him finish – you may be surprised!  This point is particularly important when listening to someone with a stutter.  Let him finish on his own.  He will be extremely grateful and you will build great rapport, as most people automatically finish his sentences for him.
  5. Don’t jump to conclusions.  This goes hand in hand with finishing others sentences.  Give them time to finish and elaborate.  They may well reveal more information than you were expecting.
  6. Do respond.  There is nothing worse than talking to a person who sits with a blank face not saying or doing anything.  We all need the verbal and non-verbal responses to reassure us that we are being listened to and appreciated!  Nodding, smiling, “hmm” and leaning forward in our seat are all reassuring gestures to keep the other person talking.
  7. Watch your speech habits.  The moment you meet someone, they are judging you.  By the time you have spoken a dozen words they will have decided in which “box” you belong.  People will judge you as much by how you say something as by what you say.  If you have a weak ineffectual style then no matter how positive and upbeat your words, you will be judged weak and ineffective.  Watch how you judge other people!
  8. Use Questions.  Questions are great!  You can use them for clarification, to show interest, to voice objection, to show support and many other uses.
  9. Watch body language. Be aware that your body language speaks far louder that your voice.  If there is a conflict between what you are saying and how you feel about it (maybe you are uncomfortable giving the information) an astute observer will spot the conflict and probably either ask highly penetrating questions or dismiss the information she is receiving.  Where there is a choice, people tend to accept the non-verbal communication (body language, posture, etc.) as accurate and the verbal as false.
  10. Ask “Why?”.  In many situations, this simple three letter word can extract more information than any other approach.  The simple act of asking “Why?” after someone has made a statement and then sitting quietly, leaning forward slightly in your seat, pen poised, will cause most people to gush forth with information.  When repeated (“Yes but why?”) it can be even more revealing.  It also demonstrates that you are interested in what the speaker is saying.
  11. Take a pause.  There are two good uses of a well-placed pause in conversation.  The first is when the speaker has finished.  If you pause and look as if you expect him to continue, he may well do so and give you more information.  A variation of this is to pause and if he does not continue say simply “…and?”.  This may prompt further where the pause on its own did not. The second use of a pause is when answering a question.  Just before you answer a question pause and take a small breath.  This does two things: first, it gives you a chance to think before replying; and second, it shows that you are considering the question carefully.  This will add weight to your answer in the other person’s eyes.
  12. Remember what she said.  If you are able to demonstrate your complete recall of previous conversations with a person, they will be impressed.  Active listening helps you to remember, making notes will also aid your memory.  A useful technique that you can use is to repeat back to yourself everything that the other person says.  As she is talking simply repeat the words to yourself (don’t move your lips!).  You will find that this helps your concentration as well as improving your memory as you are hearing everything twice.

During your conversation ask questions about topics that you have discussed previously.  She will be impressed that you remembered and you will be able to build rapport. I have found that jotting down keywords in meetings and then writing up the meeting notes afterwards is the best way of ensuring complete recall.  Review your notes before the next meeting and pick on a few points to raise at this meeting.

Engaging telephone conversations in channel sales, not just telemarketing!

We have all been there, when we need more sales and hot leads.  What most of us do is pick up the phone book and start calling potential customers telling them how good we are and how amazing our products are.

What is the usual outcome? You will sit there listening to answer phone messages for half of the day, or get hung up on as the customer doesn’t know who you are and are not interested in what you are selling at the moment.

What do you do then? Exhaust all contacts in the phone book? Is there are simpler way? – Yes.

Nett Sales has developed a system for you to share knowledge, build relationships and get more sales.  See the Process in Action here. We believe in building relationships with potential customers by writing to them about products they may be interested in.  We will continue to communicate with customers, so they will begin to trust you and when they are ready to buy your products, you will be the first company they think of. (Building trust)

You may think why don’t we call the potential customers once we know that they have read the email and/or clicked through to the link? There are many different reasons why customer’s may read the information we send them. They are actually interested in the products you can offer, they are interested but not at the moment, or they are not interested at all and have clicked through to the link out of boredom. Nett Sales will ask the potential customers some qualifying questions to ensure that only hot leads are passed to your sales team to turn into sales. Read more about this here.

When it is time to call potential customers, what is the best approach? To tell them how great you are and what you can offer to them, or to have a conversation with them.

We have found that customers are more responsive to someone who calls to ask them some questions about what we have sent them and how interesting they found the information. This will help you build trust with the customer and learn more about them and their needs. Customer’s will appreciate this and think ‘this company is different to the others; they care about me and not just about getting another sale’. By getting this type of response from the customer, you would have gained a long-term and loyal customer.

We all know that generating sales have become increasingly more difficult in the current economic climate. From experience it is proven that email marketing is one of the most effective periods of generating leads and turning these into sales. See this example if you aren’t convinced. If you want to know more get in touch.

 

How to cut the cost of working your long list by phone

In the days before the internet, or, to be more precise, the evenings, working in telemarketing involved being handed a dog-eared script – which you absolutely had to stick to, unless you wanted to get fired then and there – and being told to work your way through the names on a page torn out of the phone book.

And a very long list it was, too.

How much in the way of double-glazing was sold that way, who’s to say – but I’m willing to bet it wasn’t a lot, since I speak from experience.

And that’s because the script was pretty much about trying to sell the total stranger at the other end of the line on the idea of being visited by a double-glazing salesman.  And back then, they had a reputation for persistence.

So, in short, there you were, with no flexibility in the way you interacted with someone whose dinner you’d just interrupted, trying to get them to agree to something they didn’t want in the first place – at your very first – and only – contact.

All in all, if that particular telemarketing outfit was getting paid on a commission-per-appointment basis, then it’s very likely they were losing money hand over fist.  They had to hire the office space, get some second-hand desks, install those phones, copy that “sales” script and somehow acquire a sacrificial phone book.  Oh, and of course, there was the small matter of paying supervisors and staff – of whom there was a very high turnover indeed.

Maximum effort, minimum results.

But now, in this digital age, some people are still putting in a huge amount of effort when it comes to their B2B telemarketing, and still paying through the nose for far too few results.  OK, so phone books are pretty well a thing of the past, because it’s a simple matter to source names and numbers online these days, but you can still end up with a long list that’s very long indeed.

And if it’s possible to get past their gatekeeper and through to anybody on that list, rather than trying to establish a relationship, those people are trying to sell them straight away on their service or product.

How much more effective would it be for them if their initial call was looking for an expression of interest in what they could provide -something quick and easy as in “May we send you an email giving you more information for you to look at, at your leisure”?

If the answer is yes, then it’s time to start establishing a relationship via email – hardly the most expensive messaging medium on the planet.

And if the answer is no, well, there’s always the next name on that long list.

Building trust – 5 top ideas for how to get it right

In our recent post we discussed the need to build trust in order to boost sales. With no trust between you and your prospects, chances are they will make all the right noises but, when it comes to the crunch, will still fail to complete a purchase.

You’ll already be aware that at Nett Sales we recommend approaching this issue using three simple steps:

  • Know – Who are your prospects? Have you organised them into an orderly database? Are you able to quickly and easily communicate with them on a regular basis?
  • Trust – Building trust means making yourself useful to your prospects without even mentioning your products or services. Answering questions, offering useful information and sharing your experiences can all help to add value to the relationship without asking them to purchase. This is trust building.
  • Buy – Once you have your prospects actively engaging with you regularly, it should be straightforward to identify buying signals in your contacts, and to be on hand with the perfect solution to their needs, when they need it. And they’ll buy from you, because they trust you.

Of these three steps, probably the most difficult one to master is step two. Anyone can build a database of contacts, and anyone can sell to some red hot leads who already have a level of trust. Building that trust is often the place many will fall down.

5 top ideas for building trust

 

  1. Website – Customers expect this of businesses. But it is not enough to simply have a website for your business, you also need to ensure it is a good website, full of trust building signals such as testimonials from previous clients, examples of past projects and details of any awards or key successes you have had.
  2. Newsletters – An easy way to reach out to your prospects in one hit is to develop a well put together, informative newsletter that you can send out monthly. Include success stories or feedback from clients to add to your credibility.
  3. Case studies – Develop a few case studies of successful past projects. These will be trustworthy gold dust on your website, blog or in hard copy format.
  4. Discussion groups – Get involved in industry specific forums or discussion groups on social networks to demonstrate your expertise. Offer advice and opinion with the angle of “well, this is what worked for our customer…” and you’ll come across as expert and humble at the same time.
  5. Blog posts – Well written blog posts on topical industry issues is a great way to demonstrate your depth of knowledge and understanding in your sector. Allow comments to be posted and be ready to respond to them in a timely fashion.

In addition to this, there are many other methods for trust building that may work better for your business. From direct mail and advertising to webinars and press releases, get in touch and we’ll help you decide where the focus of your attention should lie.

How to build strong customer relationships and get long-term business without focusing on short-term price-led deals?

Every day more people use the Internet to find, price and research personal and business purchases. Companies that cater to this change will win over their competitors.

Whether a customer is walking into a supermarket, the gym or a car garage, they will often already know what they want. They’ve done a lot of online research to find the best price and right product options.  They will have read a ton of reviews from disgruntled or contented customers.

Customers are now much better informed than ever before and no longer have to spend ages staring at two products on the shelf to know which they want.

Google have even coined the term, ‘Zero Moment Of Truth’ (ZMOT), to describe this new situation where companies have to start competing for customers a long time before they think about buying. To be able to compete in the marketplace you have to be able to reach customers in their own environment wherever they are.

Not everyone has the same marketing and social media budgets as some of the larger corporations. To get past this smaller businesses are forced to lower prices or offer astounding deals to tempt people away from the more well-known and ‘trusted’ brands.

Smaller businesses cannot do without customers; however, this doesn’t mean that they should be focusing on offering the best one-off deals. This is a very short term solution. The key to running a successful business is to develop long-term relationships, cultivating customer relationships and maintaining these relationships over months and years.

How can this be done?

  1. People like dealing with people – If you’re not offering a 1-2-1 service, there is not going to be any kind of relationship. Customers will not feel loyal to you and will be happy to take their business elsewhere. To build a relationship, make your business transactions personal.
  2. Social media – This is one of the most simple and cost effective marketing channels. Keep your content engaging and interesting and make sure your posts are all personable, as this will let your customers see the people behind the company.
  3. Regular communication – Make sure you contact your customers regularly; by email, direct mail, text message and social media. Ask for feedback, act on feedback and let them know that you appreciate them.
  4. Face to face discussions – Give customers the chance to be involved in your company. Invite them to focus groups, feedback lunches and anything else you can to make them feel valued.
  5. Say thank you – A personalised thank you goes a long way, just as giving your loyal customers rewards does.

Above all, you need to remember that customers are also the best form of marketing. If you treat them right, ensuring that they know they’re valued, then they will stick with you and refer you to others time and time again, helping you drum up even more long-term business.