Many small businesses focus their attention on strong customer service, because they know there's a significant chance their primary source of revenue will come from repeat consumers. Focusing on client engagement and customer satisfaction during strategic planning are a few ways small firm owners can make sure they will continue to have a constant stream of business. After being in operation for one to two years, small business owners may have accrued enough data to properly analyze why some clients leave while others show loyalty to the company. The ability to understand what makes customers happy, what frustrates them and what they need from a business in order to purchase from it again are crucial to the health and sustainability of small operations.

The client comes first. Businesses that forget this time-honored mantra often end up in last. Here are a few aspects to add to a strategic plan to help focus on customer retention and client engagement.

Strengthen relationships with clients
In life, not just in business, when a personal bond forms, people feel more comfortable associating with others. Keeping this in mind, small business owners need to maintain not only a working relationship with clients, but also a personal one that stretches past the workplace. As relationships build over time, customers will become friends, and getting business done will be that much easier.

Meet with customers regularly
Clients are happier when they have real-time updates on the status of their projects, and this is made easier by small business owners routinely planning meetings with them. During these meetings, small firm owners can use business planning software to show their clients some projections and figures that may make them feel more at ease about the company's commitment to excellence. Holding regular conference calls and project-focused meetings can help alleviate any concerns clients have, and enable businesses to come across as trustworthy and transparent.

Ask for referrals
When the time is right, small business owners need to take advantage of the power of word-of-mouth marketing, and ask loyal customers to spread the word. Before making purchasing decisions, many consumers look to their friends and loved ones for advice, and thus referrals are a great way to bring in new customers. With the advent of social media, a business can encourage customers to post their positive experiences with the company, which may serve as an effective lead generation strategy.

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