1. Engage with your customers
We utilised a number of communication channels including Facebook and Twitter and built a loyal and thriving community; we learnt a wide variety of customer requirements through open dialogue and this allowed us to be proactive to their requests:
- They asked to see our products, so we opened a showroom.
- They asked for finance, so we have arranged interest free and low monthly payments options.
- They asked for a geographical phone number to call in on, as so many people use mobiles and Freephone numbers don't come out of your free minutes.
- They asked for some way of being able to plan out the sizes of products in their games room, so we added the games room designer to allow customer to plan their rooms in detail and to scale.
- They asked for more modern solid wood pool dining tables, so we went to France to source new manufacturers.
2. Work in partnership with your suppliers
As a new business it is important to work in close partnership and aim to build a mutually beneficial relationship.
We have worked with our business partners to ensure they are paid by us on time.
Some struggling with cashflow issues need paying quickly to keep them going. Others suffering due to rising fuel prices need to assess their pricing regularly to keep pace with the increases, so we regularly assess the costs we pass on to our customers.
3. Look after your staff
As your major asset it is important that you listen to your staff and be flexible to any requests they may have as this will help harbour long lasting and harmonious relationships.
For example:
- Our homeworker who manages the products on our website had his computer blow up, so we did him an interest free loan to buy a new one. He pays us back monthly through his wages
- A member of staff wanted his 4 weeks holiday in one go to do a charity rally to Mongolia, which we agreed to despite our policy being two maximum normally. This suited us as we are quieter anyway during the summer. We also sponsored him.
- Another member of staff was in a car crash and needed a cash advance to buy a new car, so we advanced her the money she needed and she is repaying over two months
4. Finally, the website
When we need to make changes to the website we spend hours debating the design and how easy it is to use. Sometimes the debate in our office can become quite heated as we work out the best way for everything to look and work.
It's worth us going through the pain barrier to ensure that the website is as clear and easy to use as possible. Even if it does cause the odd argument between us!
Once we have settled on what we want we just send it over to the guys at Blue Box for them to pull it all together.