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The Small Minds of Small Business

The Small Minds of Small Business

I have three different contractors right now who are not returning calls. They’ve scheduled their work about four to six weeks out because they’re so busy, which is fine. Their work is hard: landscaping, construction, surveying. I appreciate that.

But taking two minutes to return a call and answer a quick question is simple and can be done at any time, especially on the way to jobs. This is the problem with not understanding that referral business and repeat business are part of the same original sale if you manage them well. In the case of my experience with these three, they’ll never get a referral or more work from me, so they’re actually losing money on these projects.

And then, one day, they’ll moan over a beer that their business is drying up and blame the government, or cheap clients, or low-cost competition, or technology. You don’t need advanced degrees to have common sense and courtesy. You just have to stop being so self-absorbed.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 2

  • May 8, 2021

    I agree 100%

    When I cover the ‘Buyer’s Journey’ with my clients, I always emphasize the ‘Post Purchase’ stage where repeat business and referrals come from. many marketers don’t even consider a post-purchase stage, and that’s sad.

    Too often companies/owners/managers figure that once the ‘sale’ is secured, there nothing more to be gained from that client.

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