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Victoria Munro and Dave Block of Make-it-FlyGrow Your Business Through Relationships:
Ten Top Tips
By Victoria Munro and Dave Block

Printable version

People choose to do business with those they know, like and trust. Business owners who’ve worked in the corporate world often find it challenging to adjust to the reality that small business is built on relationships.

Studies reveal that the majority of customers leave not because of problems with services or products, but because of perceived indifference. Plan to build and nurture great client relationships to grow your business!

1. Clearly define your ideal client, then study to understand their industry or profession and the challenges they face, especially the possible problems that your service or products solve.
2. It’s difficult to build good relationships over the phone and via email, so arrange times when you can meet face to face with current and potential clients.
3. Take time to talk with your current clients, ask questions, listen and learn from them about their needs and frustrations. Keep your eyes and ears open for opportunities to help them and advance their interests whenever you can.
4. Clients who know and trust you are much more likely to recommend your services or products to others. Ask for referrals.
5. View complaints as opportunities to position yourself as a candid, committed problem solver. Research shows that when customers have a problem with a company and have that problem spectacularly solved, they become more loyal to the company than customers who never experienced a problem. Time and energy spent solving a client's problem reaffirms and strengthens the relationship and any trust that was broken.
6. Keep in touch regularly via newsletters (print or electronic), calls, emails, notes, letters and “Raving Fan Celebrations.” (Call Dave, at 720-962-8888, to learn how this can increase your bottom line). If you don’t already have contact resource management (CRM) software, such as ACT, Gold Mine or Maximizer, consider investing in one, and keep it current!
7. Employ the power of personal, handwritten notes to say ‘thank you,’ emails to share something that will be of genuine value to them, or just to let them know that you appreciate and value their business and their friendship.
8. Learn about what is important to them – their family, favorite sports team or hobby – and remember to ask about this. Focus on what matters most to them.
9. Look to the future and build long-term relationships with your current clients, then turn them into loyal fans. This won’t happen overnight, but it will yield big dividends!
10. Always, always, always be sincere! Be real, authentic and true to who you are!

(420 words)
© 2005-2007 Victoria Munro.

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About the Authors: Dave Block and Victoria Munro are co-founders of Make-it-Fly® LLC, a company dedicated to creating success for small business owners through creatively-designed programs and tools. Dave is known as the “Master Networker” in the business community and loves sharing how to become a successful business owner by learning the art of networking. Victoria has started and run nine different businesses.. To receive FREE business success articles with tips to help you with your business, sign up for their award-winning ezine, “In-Flight Refueling,” at:, and receive a free copy of the eBook, Get More Done in Less Time: 101 Quick and Easy Time Tactics & Tips.

You’re welcome to “reprint” this article in your ezine, print publication or on your website, as long as it remains complete and unaltered (including the “about the author” info at the end). Please send a copy of your reprint to

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