Keeping your customers happy and loyal

The stability of your business isn't just based on sound finances. Forming rock-solid foundations comes from having a solid customer base and building long-lasting relationships with your end users. To achieve this, you need to work hard on nurturing these relationships.

But how do you keep your customers happy and satisfied? What are the best ways to build and maintain a trusted and beneficial relationship with everyone in your sales book?

Here are a few fundamentals for keeping those relationships sweet.

Great communication with your customers

Any good relationship is based on honest and open communication. It’s important to have the best possible channels for two-way communication, feedback, and promotion. Talking directly to customers and allowing them to communicate with you, opens up a dialogue and gets a conversation started. And when customers are willing to have that conversation, you can be confident that they’ll be open to your marketing, emails, and other points of contact.

Some ways you could achieve this could include:

Make use of the full range of digital channels – some customers will check out your website before making a purchase. Others will follow your updates on social media. Some will prefer email newsletters and updates. Find out what they prefer and use the channels that have the best feedback, engagement, and conversation rates.
Put some effort into your social media channels – social media platforms are a great way to communicate directly with your customer base. But you need to make the time to post regularly, reply to queries, and respond to praise (and criticism too).
Know your customers inside out – where possible, getting to know your customers face-to-face is invaluable. Digital channels are incredibly useful, but they can’t replace chatting with your customers in person. Hold customer events, go to trade conferences and ask your team to represent your brand in a friendly and engaging way.

Ask for feedback and comments

For your products and/or services to improve, you need honest feedback from your customers. Ask for feedback on your delivery, your customer service, waiting times, and prices etc. - and, crucially, find out how you can do better. The root of any product development lies in knowing what your customers want, and how their needs are evolving. If you can gather those opinions and information from your end users, that’s invaluable data on which to base your decisions.

If you’re selling a physical product, ask the customer to answer a few quick questions when completing their warranty details online. If you’re selling a service, then follow up any project with a ‘How did we do?’ survey that asks for high-level feedback on their experience. The more you ask, the more you will know – and that knowledge really is power in the business world.

Reward your best customers with rewards and benefits

We all like to know that our custom is valued. When you form an attachment to a brand, and give the company your hard-earned cash, you want to know that this is appreciated. One way to make your customers feel valued in this way is to offer them perks and benefits – something that only your long-term customers will have access to.

This could mean:

Giving valued customers early access to new products or services.
Offering customers healthy discounts on purchases, or giving away freebies.
Introducing an ‘Introduce a friend’ scheme, where the introducing customer gets a gift.
Running events for existing customers to build on their feelings of community.

The more you can do to make each and every customer feel special, the more chance you have of building a great relationship – and turning these people into advocates for your brand.

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Tips for Moving Day

17 April 2025

It's that time again and Moving Day is upon. Moving Day' is a big day in the farming industry. To help you with a smooth transition here are some tips: Early preparation Make sure sharemilker or contract milker contracts are signed. Plan a farm inspection with relevant parties (farm owner, incoming and outgoing sharemilkers, farm manager, advisor). Recruit and finalise employment agreements for new farm staff. Communicate plans and dates with everyone involved. Contact your insurer and utility providers. Farm owner responsibilities Make sure employees leave the houses clean and tidy. Carry out house inspections for maintenance. Comply with healthy home standards. Confirm departure and arrival times with tenants. Consider drug testing, if needed. Animal movements and biosecurity Plan animal movements carefully. Clean and disinfect farm equipment and machinery. Minimise the risk of introducing exotic pests. About 5,000 farmers do this every year. Talking clearly and planning well makes this important farming tradition go smoothly.

Selling Your Business: What’s Next After You Exit?

by Birgit Hoeglinger • 11 April 2025

Selling your business is a huge milestone—one that marks the culmination of years of hard work, dedication, and vision. But once the deal is done and the dust settles, you may find yourself wondering, “What’s next?” Exiting your business opens up a world of possibilities. Here are five potential pathways to consider as you embark on this new chapter of your life. 1. Enjoy Retirement For many, selling a business is the gateway to retirement. After years of being immersed in the day-to-day demands of running a company, retirement offers the opportunity to slow down and enjoy life at your own pace. Whether it’s traveling, spending time with family, or taking up new hobbies, retirement allows you to focus on the things that bring you joy. Planning ahead—both financially and emotionally—will ensure you make the most of this well-earned time. 2. Invest in Other Businesses Selling your business doesn’t mean stepping away from the business world entirely. Many people choose to invest in other businesses, whether it’s through buying equity, becoming a silent partner, or supporting start-ups. Your years of experience give you a unique perspective, and investing allows you to stay connected to the business community while diversifying your income streams. 3. Start a New Venture Once an entrepreneur, always an entrepreneur! If you have a new idea or are passionate about exploring a different industry, selling your business can provide the resources and freedom to start fresh. Whether it’s launching a tech start-up, opening a café, or pursuing an entirely new market, starting a new venture keeps your entrepreneurial spirit alive. 4. Become a Non-Executive Director Another pathway is to leverage your expertise and become a non-executive director. Many businesses value the insight and guidance of experienced business people. As a non-executive director, you can provide strategic advice, mentor leadership teams, and help shape the future of other companies—all without the full-time commitment of running a business. 5. Pursue Philanthropy For some, selling a business is an opportunity to give back. You might choose to support causes you care about through charitable donations, creating a foundation, or volunteering your time. Philanthropy not only helps make a difference in your community or the wider world but can also provide a deep sense of fulfilment and purpose in your post-business life. Charting Your New Path Exiting your business is both an ending and a beginning. It’s a chance to reflect on everything you’ve achieved and to embrace new opportunities that align with your goals and passions. Whether you’re ready to relax and retire, dive into new ventures, or make a positive impact through philanthropy, the choice is yours. Whatever path you choose, careful planning will help ensure your next chapter is as rewarding and successful as the one you’ve just completed. If you’d like support in exploring your options or preparing for life after your business, don’t hesitate to reach out us for guidance.

How to Protect Your Business from 2025's Cyber Threats

by Birgit Hoeglinger • 7 April 2025

Cybercriminals are constantly finding new ways to trick businesses, and their scams are harder than ever to spot. Small businesses are especially at risk, often seen as easy targets due to limited resources or weaker security. But with the right precautions, you can protect your business and prove the scammers wrong. Be Aware of New Threats Staying informed is your best defence. Here are some of the latest cyber threats: AI-Powered Scams : Scammers now use artificial intelligence to create convincing phishing emails and fake websites that are difficult to distinguish from the real thing. Impersonation Attacks : Posing as banks, government agencies, or suppliers, attackers aim to trick you into sharing sensitive information. Deepfake Technology : Fake audio and video messages that mimic trusted sources are becoming more sophisticated and harder to detect. Train Your Team Educating your team is crucial. Teach them to: Spot warning signs, like urgent requests to act quickly. Double-check email addresses and URLs before clicking on links. Be cautious with unusual requests, even if they seem legitimate. Regular training sessions and phishing simulations can help your staff stay alert and recognise scams before they cause harm. Protect Your Business Basic but effective security measures can go a long way. For example: Enable two-factor authentication to secure your accounts. Keep your software and systems up to date. Use resources like the Business Online Security Series for practical cybersecurity tips. It's also wise to consult with your IT provider to evaluate your business’s vulnerabilities and develop a cybersecurity training plan for your team. Taking action now can save your business from potential threats while safeguarding your reputation. Stay informed, train your team, and strengthen your defences!