3. A customer-first philosophy
Regardless of the phase your business is in, customer service matters. You should always care about the experience your customers have. Implement accessible feedback options for customers and offer discounts for those who participate in giving honest reviews. You’re bound to get some negative feedback at some point. When that happens, don’t resort to a standard automated message as a response – and definitely don’t ignore or dismiss it. This is your moment to show how much you value your customers. Reach out to them directly, apologize, and ask what you can do to make it right. Can you replace the order for free? Pay for their next order? Go above and beyond to fix their situation – even if it means going completely out of your way. This is how real relationships are created, and fast, sincere corrective actions will set you apart from the competition.
Growing into a larger brand can be a challenge, especially when it comes to maintaining the level of personalization provided as a small business. But you must make a real effort to remain true to your roots because it will mean everything to your customers. You can feel proud knowing you’re not just saying you care – you’re acting on it. And actions will always speak much louder than words.
So, as you start to think like a big business, be sure you continue to act like a small business. You will stand out among all the competition in extremely meaningful ways which will, in turn, enable you to continue building your business and dreaming big.