Do you have a pleasingly long list of loyal customers who, while they know that they might not be getting the cheapest deal, are content that they are getting the best deal?
When it comes to customer service, sometimes small is best.
Smaller operators are often really able to provide the true personal touch, thanks to having a small staff who can build long-term relationships.
Naturally, when you do so, and do it well, itâs hard not to feel the urge expand your business. Indeed, many of todayâs mid- and large-sized operators started that way.
Once the successful formula is in place, adding another coach is relatively easy â especially when the demand is there and your existing facilities such as maintenance and admin are easily âscalableâ, to use the jargon.
But how do you know when, maybe, youâve got a little too big and that personal touch and attention to detail that won your initial customers is starting to lose its gloss?
When youâre inside an organisation, itâs hard to know how others see you. People who are not unhappy, but may be slightly disappointed, donât say so. They just might not book with as often, or not at all.
Sometimes itâs helpful to step back, take time out from your business, and then come back with a fresh pair of eyes. It doesnât hurt to be self-critical and ask âwhat if?â Itâs the attention to detail that remains all-important.
