The Faces Behind the Names

Of course every great business also knows that the easiest way to sustained growth is customer retention.

But there is more to this.

Beyond the formulas that marketing experts cite.

They tell us:

"It costs 7 times more to acquire a new client vs keeping an existing one"

"Customer Acquisition Cost is A x B = C"

You the reader know this already.

But did you know that the easiest, low cost, secret to continuing growth...is actually making your clients happy?

Yep.

That's it.

We like to give good service to clients.

Actually, GREAT service to clients

Service beyond what any other provider in our space gives.

Now, we have let people down before.

100% satisfaction is impossible to achieve.

But when we do slip, we take a harder look.

A deeper dive into our processes.

What can be fixed?

What needs changed?

How can we avoid disappointing another client and learning a lesson to improve.

Customer Satisfaction

We have a few processes in place to get feedback from customers.

They rate their experience.

We call them at least annually to ask.

We take their replies seriously when they give feedback.

One thing we've learned over the years is this:

While you can't please all of the people ALL of the time,

you please most of the people MOST of the time.

In fact, we'd go further.

You can please nearly every client almost every time.

Yes, there will be the occasional one you just can't satisfy.

But what business can say otherwise?

We don't stop trying to achieve that mythical "100%" satisfaction rate.

We'll keep trying.

And never stop pushing ourselves to continually improve.

But I digress.

Customers, Where Growth (for us) Really Starts

The title of this article is 'faces behind the names'.

Why this subject?

Along the way, we've learned that the best compliment you can give clients, is to let your customers talk about their wins.

As we started to show more and more personal interest in clients, we wanted to highlight their achievements.

They impressed us!

And we wanted others to know.

The last 30 days we've been trying to get to know our clients even more.

And give some focus to what they do.

Here are some real standouts to share with you over the month:

Kleentek Australia is doing some amazing work across many industries in ultrasonic cleaning, filtration systems, and more. We caught up with their director to learn more, and wow, some real takeaways:

Alliance Building & Construction has taken the commercial construction by storm, and is continuing its strong growth. We were happy to learn how this client has risen quickly and has so much more potential ahead.

NT Link Pty Ltd in the Northern Territory is the provider of choice when it comes to transportable modular buildings. They 'rule' the Top End, and have ambitions to go even further, in fact, they do operate in other regions as well.

Conclusion

While we could talk about marketing formulas all day, and watch peoples eyes glaze over, the real growth in the hidden details.

Who started the business.

Why did they do it?

What contract propelled client X to further growth.

But most important, perhaps more than anything..

What chapter will they begin next?

We'll be there watching their journey, supporting, and celebrating them.