Building & Maintaining a Positive Business Image

It is uncommon for a micro-business to choose speed, selection or low price as its competitive advantage. One of the great advantages that a small business can offer its customers is the all-important personal contact, genuine customer care, and trusting relationship. What, exactly, does this concept entail? Customer focus, knowledge, effectiveness and follow-up are key.
· You have no business without your customers; always remember that they are your core purpose
· Never indicate that customer questions, change-orders or problems are an inconvenience. Your job is to solve their problems; that’s how you make money
· Be forthright with your customers; be proactive when there is a problem in order to garner their co-operation and patience. Nasty surprises just inflate a bad situation
· Know your industry, competitors, products and customers. Customers expect you to be the expert
· Invest in yourself with professional development; customers are willing to pay for expertise when they know it is legitimate
· Ensure staff has the same knowledge, customer service commitment and authority to satisfy customers as you do. Empowering staff makes them more productive and engaged
· Systemize your operations so that you can confidently and accurately quote prices, processes, delivery dates, warrantees/guarantees etc. Errors and hesitation undermine customer confidence
· Look polished; chaos may go on behind the scenes but your customers should never see it
· The last 1% is important; it’s the details that separate the rookies from the pros
· Show you care about your community, not just your business; donate to local charities or become involved in community events.
A great quality product will only get you part way to a positive image. The way you interact with your clients and your service delivery are the key to your positive image. Your personal integrity becomes the reputation of your company. Follow the tips above ensuring you business builds and maintains a positive image.