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Part 7: How will you find and keep customers?

Nothing matters more than your customers. This is a critical area for you to focus upon, not just while planning your business but every single day when you are up and running.

One of the advantages of a small business is that you can get very close to your customers, but don’t imagine for one moment that they are going to be satisfied with friendly service alone (although that is of course vitally important).

High standards

Customers today are very demanding and highly sophisticated. While they don’t expect you to have the same systems and procedures as a big business, they do expect similar standards of quality and service regardless of the fact that you're a small operation. Ask yourself these questions.

  • Who are your customers?

  • What are their needs and expectations?

  • How will you ensure you respond to those needs?

  • How will you measure your success?