One of the very important “customer knowledge” tools for you to use is Customer Tracking Forms. These forms are available from Yellow Pages or you can design your own.
List the various marketing and advertising activities in which you are involved as well as word of mouth referrals and anything else that you are doing.
During the conversation with a visitor to your store enquire as to what made them come to your store and record the details.
On a weekly basis, tally-up the totals for the various categories so that you have a current picture as to why customers are coming to you.
This will give you a good idea as to whether various promotional and advertising strategies are working.
If you receive referrals on a word of mouth basis from a satisfied customer, send that customer a “thank you” card and a Gift Voucher. This will encourage satisfied customers to continue to refer people to your business.
Article by Christie Lewis
Christie is Practice Manager at Alan Lewis Accountants . Besides accounting, her passion is for all things small business (and blogging, of course). You can contact Christie directly at christie@lewistaxation.com.au.
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