By Ian Nicholson
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Additional info for A Brief Guide to Starting a Home Based Business
Time taken from order to delivery. Your customers and employees will be useful sources of information about the KPIs, which best reflect key customer service areas in your business. Make sure the things you measure are driven not by how your business currently runs, but by how your customers would like to see it run. There are important areas of customer service, which are more difficult to measure. Many of these are human factors such as a receptionist's telephone manner or a salesperson's conduct while visiting clients.
Trying to compete on price alone. Relying on too few customers. Trying to grow too quickly. Becoming complacent about what you offer and failing to innovate. © 2010 Ian Nicholson. Zeragorn Books A Brief Guide to Starting a Home Based Business 35 Who is your competition? All businesses face competition. Even if you're the only restaurant in town you must compete with cinemas, bars and other businesses where your customers could spend their money instead of with you. With more and more goods, services and leisure options being bought or researched on the Internet, you are no longer just competing with local businesses.
Newsletters and email bulletins allow you to keep in touch with useful information that can be read at a time that is convenient for the customer. © 2010 Ian Nicholson. Zeragorn Books A Brief Guide to Starting a Home Based Business 60 Customer loyalty schemes While good overall service is the best way of generating customer loyalty, sometimes new relationships can be strengthened, or old ones refreshed, using customer loyalty schemes. These are programs that use fixed or percentage discounts, extra goods or prizes to reward customers for behavior that benefits your business.
A Brief Guide to Starting a Home Based Business by Ian Nicholson