At Invoice2go we often come across small business owners who offer valuable insight about what it takes to grow a thriving business. Take Matt Bates, the owner of Mystique Aquarium Maintenance, who has been servicing aquariums and ponds since 2008. For Matt, running Mystique has never been about the money; it’s about the clients.
Matt operates a successful business by keeping customers his top priority – and it has certainly paid off.
If you’re looking for some ideas and inspiration on how you can improve relationships with your customers, take a page out of Matt’s book and watch customer satisfaction thrive.
Go the extra mile
Both literally and figuratively. In Matt’s case, he often makes up to 5-hour trips to complete a job. Is the extra milage worth it? With Matt’s dedication, he’s seen his list of loyal customers grow year after year.
Even if your job requires little to no travel time, there’s plenty of other ways to exceed customer expectations. Beat deadlines by a day; spend an extra 15 minutes with your customers to make sure they are satisfied with your service and have all their questions answered; throw in some hours on the weekends. Sometimes the smallest gesture can mean the world to your customers.
Make it easy to do business with you
When you’re running a business on the go, it can take a lot of work to look professional and stay organized, especially when it comes to billing and communication. Matt uses Invoice2go to send professional invoices to his customers in real-time, right from the job. It helps him make the right impression, and creates a seamless transaction without all the paperwork. In fact, Matt’s customers love that as much as he does.
Be in it for the right reasons
Matt lives by his business catchphrase, “It’s about you, not us.” Throughout his time running Mystique, Matt has learned the importance of establishing customer relationships based on loyalty and dedication. It’s the authenticity that keeps customers coming back.
When asked what advice he would give to a new business owner, Matt’s answer was simple:
“Be in it for the right reasons. Worry about your customer, not money. Money is a by-product of excellent customer service.”