Do you have a leaky bucket?
Over the last week I have had the pleasure and misfortune (i will explain) of reading John Lamerton‘s new book Retention first.
This book gave me a great deal of pleasure because as the owner of a business which is nearly 20 years old, I genuinely know how important it is to retain customers.
I hoped by reading this book, and sharing the contents with my team that it would confirm that we are doing the right things, and doing the right things consistently.
I also hoped that I would learn some new retention strategies that I could build into my business and serve our customers even better.
On both counts the book did not disappoint.
It did indeed confirm that, unlike a lot of businesses that spend all their time trying to woo new customers, our focus of passionately looking after our existing customers is not misplaced.
Yes winning new customers is imperative, however I have never seen the sense in winning new customers, whilst at the same time inadvertently neglecting the ones we have.
So yes the book gave me pleasure reaffirming that unlike a lot of businesses we really do value the customers, that are kind enough to use our service.
Now for the misfortune bit………………
Although we are doing a lot of the things John talks about in the book like our obsession around service.
We could be better.
There were so many ideas in the book that made me think.
So many ideas we could and will implement.
So much work to be done.
So for the older ones amongst us and in the voice of Blakey from on the buses.
I hate you John Lamerton…
To any of my connections looking to retain more customers I wholeheartedly recommend this book!
However it comes with a warning.
It will create you extra work and get your brain whirring.
It will make you realise you could do and be better.
But……
If you read and implement some of the gold contained in the pages it will positively change your business for the better.