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1. Stay in touch with clients in a way that is valuable to them. Call to remind clients of appointments or follow up after a sale to confirm that they are satisfied. Share information through newsletters or clip and send an article specifically of interest to your client. Customer having a party? Pass on the card of another customer who is a caterer. Set up a system to ensure that your clients hear from you on a regular basis, letting them know you care and also reminding them of your product or service.

2. Assess the customers’ needs carefully. Set clear, measurable goals for your service or product and make it clear to clients what you will do for them and in what time frame. If there is a price estimate involved, never charge more. Meeting goals and exceeding your customers’ expectations shows your integrity, and clients will brag about you to everyone.

3. Meditate or reflect on each client’s purpose for seeking your product or service. Ask “How can I best serve this person?” Be clear about your intention to serve clients and be open to your own intuition of how best to serve or meet needs.

4. Create a professional client contact system. For all repeated customer actions, create templates. Print them out or have them available to paste into an email. Examples include forms explaining office policies, answers to frequently asked questions, directions to your facility, and anything the client needs to know about working with you.

5. Be clear about your expectations of your clients and what they can expect from you. Tell them upfront about all costs, be honest about time-frames and about the level of your expertise. If you can’t do what the client is asking, refer them to someone who can. They will appreciate your honesty, trust you, and be more likely to refer their friends in the future.

6. Brainstorm what extra services you can provide for someone. If you will be hosting their wedding, what can you incorporate to include something special in the package? These “extras” are inexpensive for you and priceless for the client.

7. Document as much as you can about your interaction with your clients. ACT and GoldMine are good computer programs to manage customer data. Clients are impressed when you remember details about their needs (or their children’s names) each time you speak to them. Everyone loves the waitress who remembers their favorite menu item!

8. Survey clients to find out how to improve your service or product. Take an action to show that you have listened. Announce to your clients what you are doing based on their requests.

9. Offer a discount. Specials during your slow season can bring you extra work and make your customers happy. Offering a workshop? Invite existing customers to bring a guest for half price or for free. Send a birthday card with a coupon for a small item free or a small amount off of a service.

10. Be present for your customer or client. Pay attention to them during each interaction with a client. A clerk who is talking directly to you is much more helpful than one who is talking to the clerk next to him.

These tips are provided by Ojai Business Builders, a diverse group of business owners in the Ojai Valley committed to strengthening the community through networking and outreach. Members meet weekly to inspire one another, share knowledge and resources, brainstorm solutions, and provide assistance to reach personal and professional goals and to offer community service to other businesses in Ojai. OBB is a passionate and cooperative group of entrepreneurs making a difference in the world. Members include Tyler Suchman of Tribal Core, Heather McKenzie of Ojai Colon Therapy, Brook Montagna of Mindful Life Coaching, Carol Lessinger of Moving in Wholeness, Kathy Hartley of The Lavender Inn, Anna Kotula of Body Garage, Olga Jones of Ameriprise Financial, and AnneDorthe Dryer of Metamorphose.