View Albums

How to Keep building your small business, even in a recession 

What Do Customers Want from Local Businesses? 

Customers trust and use local businesses, and even prefer them to national chains.​

More than 80% of consumers use local businesses, not just out of necessity, but out of preference. 

They like using local businesses because they...

• Offer a more personalised service

• Are trustworthy and treat customers fairly

• Provide better customer service

• Deliver quality work / products which they are passionate about

• Are more reliable

 • Staff are professional and more knowledgeable about the products

As we head into a tough economic period, it is important to play to these strengths and keep the community coming back and supporting small independent business owners.

What can small business improve on? 

Although local businesses are doing a lot of things right, there’s still room for improvement.

Here’s what customers want to see more of from local businesses:

• Online reviews:

Consumers are turning to reviews and social media more often to find companies, and they expect to see reviews they can use to make buying decisions.

• Simple-to-use websites:

Do you have a website? Is it clear and simple to use? When was the last time you reviewed it...perhaps it is time to update it?

• Special offers for returning customers:

Attract more repeat custom by rewarding your existing clients with specials, deals, and offers. It is far easier to generate more sales / visits from existing clients than to find new clients.

• Self-service:

Customer want to be able to book appointments, manage billing and make payments to local businesses online. Is this something you could offer / develop on your website?

• More frequent online communications:

Keep in touch with your customers - they like to get communications such as appointment reminders, advice and helpful tips, product updates, requests for feedback, newsletters etc.... It's a great way to add value, offer a better service than your competitors, and to keep your business at the forefront of your customers' minds too.

So, whilst facing a tough 6-12 months ahead, there are many ways we can improve the service we offer, attract more customers and keep building our businesses...even in a recession.