The best small businesses start out with very little capital investment and grow rapidly because they fill a niche void. Small businesses that provide an exclusive service or product are always poised for explosive growth.
Capitalism is solely based on supply and demand. It is easy to create a demand for your services when they act as high-quality alternatives that solve the problems that many people suffer. Obtaining explosive growth is the first step; dealing with it is something else entirely. Let’s consider key tips on how to deal with a high volume of customers below.
#1: Organize Internal Processes
When you are dealing with a larger volume of customers, you have to maintain uniformity. Solving the problems that you encounter by creating objective internal policies will help everyone to know exactly what to do. For example, if a customer wants a refund, you need to develop clear guidelines that spell out the limits and scope of refunds.
If you let employees play it by ear, they won’t be able to consider the full range of expenses or impact on customer retention. There is a fine line of balancing whether it is better to let a customer go or to take a loss if they are dissatisfied with a product or service.
And because time is money, it makes sense to have all tasks objectively defined and covered by dedicated employees. For example, you may have a lot of items that require shipping or ordering in your company. These should be handled exclusively by one employee, even if they work other positions, to ensure that the quality controls are uniform.
#2: Maintain Customer Profiles
When you are handling a large volume of clients, you should never underestimate their value and the ease of making a resale. Building computerized profiles of each customer and determining their likes and interests can help you to serve all their needs.
You can later use targeted Google Ad campaigns to offer them products similar to those already purchased.
You can also send them offers for limited-time specials and other reminders that drive them back to your webpage or business. This also makes it easier for you to provide premium customer service if you have a complete profile of all orders and information one click away.
#3: Never Compromise Quality
One of the biggest mistakes that businesses make as they get too large is changing the core elements of their business to generate more profits. Reducing the quality of your products or services will limit your long-term growth. Even if you see an immediate spike in profit margins, consumers are not stupid and will soon lose interest in patronizing your business.
Pizza Hut is the perfect example of a business that was once a very high quality at its inception that later reduced its trademark quality, seemingly overnight (in the mid-’90s), as they started to use lower-quality prepared ingredients. The Thrive Experience is an example of a business model that has never reduced its quality even after reaching the masses.
When your business is exploding with growth and demand, you should never treat customers like they are expendable. Always look for ways to create uniformity in the consistency of your products and services. Until you master that, you should limit your growth and focus on your current customer base. Raise the prices if the infrastructure is not large enough to meet the demand, but never reduce the quality or trade-off that original vibe that made you successful.
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