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        • INIX Consulting & Brokerage is a full-service Lower Market M&A advisory, Business Brokerage and Valuation firm committed to providing our clients with highest quality service. With local market expertise and national exposure, we are the right choice for your business exit needs.

It’s always nice, when eating at a nice restaurant, for the owner to come up and ask how everything was.  That personal contact goes a long way in keeping customers happy – and returning.  It seems that customer service is now handled by making a potential customer or client wait on a telephone for what seems like forever, often forcing them to repeatedly listen to a recording saying that the call will be handled in 10 minutes.  Small businesses are usually built around personal customer service.  If you are a business owner, when is the last time you “worked the floor” or handled the phone, or had lunch with a good customer?  Customers and clients like to do business with the owner.  Even a friendly “hello” or “nice to see you again” goes a long way in customer relations and service.

The importance of knowing your customers and/or clients could actually be extended to suppliers, vendors, and others connected with your business.  When is the last time you visited with your banker, accountant, or legal advisor?  A friendly call to your biggest supplier(s) can go a long way in building relationships.  A call to one of these people thanking them for prompt delivery can pay big dividends if and when a problem really develops. With most communication now done online, a handwritten thank you to a long-standing customer, someone whose recommendation resulted in a new customer, or a vendor you appreciate stands out among the bills and junk mail.

Owning and operating your own business is not a “backroom” or “hide behind the business plan” business.  It is a “front-room” business. Go out and meet the customers – and anyone else who has an interest in your business.

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