Customers are the lifeblood of your company, and your biggest asset. Let’s face it, it’s easier (and cheaper) to sell to existing customers then it is to acquire new ones. For many small businesses, ‘developing’ loyal customers means they have to do things, give away things, or persuade customers into being loyal...

Once upon a time, when people needed to find a landscaper, cleaning service or HVAC contractor, they would use the phone book or ask their neighbors for a recommendation. In our digital world, most users head straight to Google to find the local businesses and services they need. Word of mouth has gone digital, as studies have shown that 86% of consumers are willing to pay more for a service provider who is highly reviewed...

There is one simple truth about running a field service business, it can be complex. Servicing your customers hinges on a number of interconnected business functions. Each function is a moment, a touch point, and a contributing factor which plays into the overall service experience. Encapsulated in that experience are a number of internal resources and departments, which operate independently, but collectively contribute to how a business services its customers...

Leverage is the ability to influence a system or environment, in a way that multiplies the your efforts. Better said, it is investing the right amount of effort, through the proper channel, to yield greater returns for your business. For small businesses, there is no greater leverage than your people. But with so much riding on the line, delegating may seem like a scary first step...

Losing a customer is never easy. You never want that unexpected phone call or email, where a customer informs you that they no longer need your services. But as frustrating as it may be – it is unavoidable. It can also be a valuable learning tool that you can use to help improve your business. Here are 3 steps every business should follow when re-engaging lost customers...

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