At the heart of every small business is loyal, satisfied customers. A steady customer base can help any contracting business continue to thrive. But in this ever competitive world, how do you keep your customers coming back again and again? As we strive for complete customer satisfaction at Nickell Rental, this is a question that we visit quite frequently. Here are a few ideas:

• Make sure you have well-trained employees who represent your company and your product or service well.

• Happy employees will naturally give great customer service.

• Frequently communicate the values your company stands for. Customers are more likely to be loyal to a business with shared values.

• Present an organized front. Portraying a sense of organization within your company may mean the difference between you winning the bid vs. the other guy.

• Honor your word by always doing what you said you would do.

• In the quest for new customers, don’t neglect the needs and desire of your current customers. Spend as much time building customer loyalty as you do acquiring new customers.

• Get to know the names of your regular customers. It’s nice to go where everybody knows your name!

• Resolve all customer issues with clear communication, positive language, a positive attitude, and in a timely manner.

• Truly listen to feedback and let customers know that they are heard.

• Always be considerate of your customer’s time.

• Provide customer incentives to give customers a reason to return to your business.

• Invite customers to join in when you are celebrating company milestones.

• Respect the decisions of your customers at all times.

• Follow up with your customers with personalized communications.

As a company, we know that we would not be where we are today without our customers. We truly appreciate the customers that have helped us arrive at this place. We will strive to continue to earn your loyalty!