Know you customer

Guest Blog: Ed Goodman - Increasing your profit with amazing customer service

Increasing your profit with amazing customer service

When was the last time you strived to delight your customers? Take these two examples for instance...

1. Recently, one of our customers was celebrating their birthday and I decided to buy them a cake from a local Bakery. Sadly the bakery didn’t have the cake that I wanted and instead suggested I visited the mini-supermarket around the corner. Nothing revolutionary so far, but it’s what the owner of the bakery did next that blew me away. He offered to drive to the bigger supermarket up the road and buy one for me there, if the one around the corner couldn’t help.

2. I was having a discussion with a connection on Twitter about where to meet up one evening to discuss a joint event. A restaurant in Cambridge offered their venue and when we asked if they had a specific item on their menu they said no, but (instead of leaving it there) they would buy it in and cook it for us. Not for a large group but for 2 people holding an irregular meeting.

In Flipping The Funnel, Seth Godin talks about turning strangers into friends, friends into customers and (most importantly) customers into salespeople. Both these instances show how, with minimal effort, going the extra mile and doing something extraordinary for your customers can get your ‘sales people’ singing about your business, whatever it is that you sell.

Your customers are arguably your most valuable asset. So, if you want to make your best customers feel more profitable, make them feel remarkable and, this week, do something amazing for your customers.


Ed Goodman

Guest Blog by Ed Goodman:

My primary work is as a Start-Up Mentor and Trainer supporting over 10,000 Start-Ups and Small Businesses for over the last 11 years. In one-to-one sessions or group workshops, I help them to achieve their goals and gain vital new skills in Business Planning, Social Media and Content Marketing, Financial Management, Networking and more. Much of my work has been assisting the small business customers of larger organisations including Barclays, Sage, Intuit and Google.

In addition to their small business customers, I have also designed and delivered internal coaching and training workshops for Barclays, Sage and Lloyds Bank amongst others.

I deliver exhibition and keynote presentations at large scale seminars and exhibitions, including the MADE Festival, Business Start-Up Show, and other events at Earls Court, ExCel London and The National Space Centre.

In 2012, I became the Co-Founder of Cambridge Business Lounge, a Coworking Space and Business Support Centre in the heart of the city, helping small businesses across all sectors and experiences. We provide a space for Cambridgeshire’s 40,000 self-employed professionals to be productive, and support their goals through collaborative working in a professional and welcoming environment. We offer a wide range of business support services as well as host a number of workshops and networking events.

I’m a keen blogger and active social networker, and more recently have become a columnist for Cambridge News business section and guest blogger for Sage Business Experts, Creative Front, Bizitalk and Build British Business.


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