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It's about the people

Why did my business do so well when so many others failed?
I started asking my customers this question. Several reasons became obvious:

• Personal touch - they felt they could talk to me. I listened, asked clarifying questions and made suggestions that provided alternatives.

• Honesty - I passed on trade discounts without marking up the price. If I didn't know, I said so.

• Reliable - often I wasn't the first person they called but I was the one who showed up. If I was running late, I'd call and let them know.

• Price - oddly this wasn't the most frequent answer. I wasn't always cheapest but they felt more confident dealing with me.