When I opened Golf Rx in 2010 I was nervous, excited and worried all at the same time. I had never owned a business before (much less starting one from scratch) so my biggest concern was how do I convince customers to do business with me rather than the established big box stores. Since I was selling the same products that they were I decided the only way I could compete was to offer better customer service. For the first year my daily goal was when every customer left my shop they were 100 percent satisfied with the product or service I had provided. It was very slow going the first year, and plenty of nights I went home telling my wife I only had one customer today or the phone only rang once all day. I persevered however, and stuck to my promise of offering the best service possible. As I began my second year more and more customers came in that were referred from earlier customers. My pledge to provide the best customer service possible was beginning to pay off. I continued this practice and ten years later was able to sell the business because of it’s success and reputation.
Three years after selling Golf Rx I opened Kirkpatrick Golf with the same goal of providing the best possible service to every customer. A few years ago I wrote my “Rules for building a successful business” and I would like to share them with you.
1, Always be truthful with your customers.
2. Give each customer a little more than they expected.
3. Always do what is right. ( This is what you do when no one else is watching.)
4. Work hard to be the best and most knowledgeable in what you do.
5. Write thank you notes to your customers.
6. Remember that your business reputation is created not by you, but by your customers.
7. Have your business website done by a professional. The cost will be well worth it.
8. Stay humble – any bragging about your business should be done by your customers.
9. Customers want to do business with someone they respect and trust, and are willing to pay more for it.
10. Always remember you build your business with one customer at a time.