Laura Nicholson, Executive Director/CEO

The Chamber's monthly Business Connection Breakfast was an interactive session with business owners discussing three key questions about doing business in this tough economy. The participants were broken into groups and a facilitator helped them come up with their suggestions and insights. We hope you find this information helpful. If you would like to add an idea, please e-mail it to me .

Share some specific things that are working.

Key insight: Stick with what's working - don't get rattled or radical in hard times. Crisis provides opportunity.

• Make it easy for customers to do business with you; people are busy!
• One-on-one contact with existing customers is crucial. Keep in touch with them.
• Take advantage of the economic downturn to look for opportunities.
• Do not engage in nay saying and complaining; don't let customers hear negative comments in your business.
• If your business is down, don't share it with the customer.
• Be a good listener; customers want to know you hear what they're saying.
• Have an open dialogue with your customers about how they are doing in this economy. Find out ways you can assist them.
• Take care of key customers who may be hurting - they will be good customers in the future.
• Offer Over The Top customer service; meet the needs of the customer.
• Be a resource for your customers.
• Find out what your customer's impression is of you and your business.
• Offer discounts but don't cut prices so much that your business fails.
• Be consistent. Customers want to know what to expect when they do business with you.
• Be friendly to customers so that they have a positive impression of your business.
• Make sure your business is clean and orderly.
• Build trust with your customer.
• Monitor the first impression your customer gets of your business; how is the phone answered, is the person pleasant, helpful and efficient?
• Stand by your product, back it up and correct any issues or problems without placing blame or making excuses.
• Customers come in for price, service and quality.
• Be creative but don't try to do something you don't know about.
• Offer quality service and products.
• Target your marketing to your customer.
• Be aware of how your advertising is working. Know what's working for you and what is not.
• Audit your procedures to look for duplication of tasks among your personnel.
• Your workers can be a valuable resource for their ideas for cutting expenses and increasing revenue. They are on the front line and can have great ideas.
• Support your staff at all times.
• Empower your staff so that they can get things done. Time-starved customers have to have their needs met promptly.
• Thoroughly train your employees so there is accountability in your business from the first person your customer sees all the way up to the owner.
• Have a mission statement that is well understood by everyone who works in your business.
• Managers can field phone calls and offer immediate help to consumers.
• Establish a customer loyalty program.
• Send thank you notes.
• Hand write thank you notes on bills.
• Ask people to make referrals to your business.
• Get testimonials from your customers.
• Get new customers by word-of-mouth from existing customers.
• Take advantage of networking opportunities to get more exposure for your business.
• Make your business a destination.
• Make sure your business is accessible to your customers.
• Offer more educational events for your customers.
• Look for partnership opportunities
• Promote good news in the business community.