Years ago, when I worked at a pub, I quickly learned that regulars would get upset if I didn’t remember their order.

At the time, I didn’t understand why, but now I realise it’s because I was sending the message that they were just another customer to me.

Conversely, when I did remember a customer’s order, they were delighted, because I was sending the message that I cared about them.

That’s why it’s so important for your small business to make your customers feel valued. If you do that, they’ll want to keep doing business with you, and they’ll refer your business to their friends.

That’s why making customers feel good isn’t just good customer service – it’s also good marketing.