Do you have a pleasingly long list of loyal customers who, while they know that they might not be getting the cheapest deal, are content that they are getting the best deal?
When it comes to customer service, sometimes small is best.
Smaller operators are often really able to provide the true personal touch, thanks to having a small staff who can build long-term relationships.
Naturally, when you do so, and do it well, it’s hard not to feel the urge expand your business. Indeed, many of today’s mid- and large-sized operators started that way.
Once the successful formula is in place, adding another coach is relatively easy – especially when the demand is there and your existing facilities such as maintenance and admin are easily ‘scalable’, to use the jargon.
But how do you know when, maybe, you’ve got a little too big and that personal touch and attention to detail that won your initial customers is starting to lose its gloss?
When you’re inside an organisation, it’s hard to know how others see you. People who are not unhappy, but may be slightly disappointed, don’t say so. They just might not book with as often, or not at all.
Sometimes it’s helpful to step back, take time out from your business, and then come back with a fresh pair of eyes. It doesn’t hurt to be self-critical and ask “what if?” It’s the attention to detail that remains all-important.
