A small business owner explains why proactive communication and managing expectations matter more than you think. The speaker argues these habits build lasting relationships and increase how much customers spend over time.
One of the biggest mistakes, and I see it all the time with small business owners, is they think that their job is to really just do what the customer asks for. And that's not really the job. The experiences that are special and that you remember are experiences where they walk you from point A to point Z. They take you by the hand, they explain to you what's going to happen next, they set expectations, they over communicate, they say, oh, and if I don't hear from you, I will follow up. You can expect this by this date, right? There is a ton of, ton of over communication happening. Whereas small businesses or the vendors that you get really frustrated with, it's always the opposite. It's like, well, why didn't you tell me that was going to be two days late? Or if you knew I was going to have all these questions, why wouldn't you have just given me all of that upfront so I could review it before our first call? And so, yeah, you might get the customer in the door, but then they're unhappy, right? And really the goal is for them to go, wow, you held my hand and you were so attentive that you're the only person I want to work with. I couldn't imagine trying to find someone who's as attentive as you. Right? That's what extends lifetime value. That's what builds the relationship.
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