Remember the Little Guy
It doesn’t seem to make much sense that a business would need reminding about how important their customers are, but recently I’ve noticed that quite a few of them could use a refresher course in appreciating all sources of their income. It’s really a very simple concept; without your customers, you don’t HAVE a business. Doesn’t it seem essential, then, to make certain that your clients feel appreciated? Or at least to avoid giving the impression that their business is inconsequential to you? Sure, maybe business has been picking up and, on paper at least, they are insignificant, but does that mean their continued loyalty isn’t worth something?
Growth can be a blinding experience for a business. The more clients we take on and the bigger our projects get, the more we tend to leave “the little guys” behind. Here is something to keep in mind, though: chances are, when the economy starts to go down the tubes and your “giant” clients start pinching their pennies, you may find that your particular business is being considered an unnecessary expense. For instance, the local high school and area hospital might drastically cut their landscaping budgets one year while Mr. Smith will always need his hedges pruned and his lawn mowed and Mrs. Johnson has had her driveway plowed every time there was a snow storm since you opened your doors.
Of course, there are two ways to look at the above example. The first is that you should have attempted to go into business in a field where your product or service is generally never affected by outside economic conditions (good luck with that). The second, and more reasonable, is that it is important to understand that what often seems like the “fluff” portion of your books was probably at one point and could very well be again your main source of income. The point here is to remember your roots- you know, those things that helped you grow to be as large as you are now. If you can make sure your head doesn’t get to be the size of your bottom line, you’ve got a far better chance of making it through even some of the worst downturns.
