Change is hard. Change without warning is even harder. As a small business owner, keeping your customers informed in the midst of operational change is imperative to maintaining and growing your business.
Last week, my local dry cleaner announced plans to sell his business to a former colleague. The store was not going to close or relocate, but there will be new ownership in the very near future.
What surprised me wasn’t the news itself, as this older couple ran the business for many years. What surprised me was the swiftness of the change. The owner told me about the upcoming move on a recent Saturday, noting he will be leaving in two weeks’ time.
No information was provided about the future owner. No word was given about future hours, pricing, or honoring of coupons. In fact, nothing was relayed to ensure me that I should continue to bring my business to this location.
If you are taking over a well-known small business with an established customer base, make your presence known to customers early and often. Reassure them that their business is important to you. Listen to their concerns. Share your knowledge of the industry. And provide incentives to keep them from straying.
When I started bringing the family’s dry cleaning to this operation more than 10 years ago, they were the only dry cleaner in town. I developed a rapport with the owners, and they were good with my items, noting repairs, when needed, and accommodating my schedule.
Today, there’s a plethora of dry cleaners within a 10-minute drive. Why should I trust new ownership who I do not know with my favorite things?
Taking over an existing business? Retain customers quickly by keeping them in the loop about change.
Whether you are starting a new business or taking over a present one, we are here for all your needs. Visit Biz2Credit for financing and refinancing. Call us at (800) 200-5678, or visit www.biz2credit.com.