well i am not a pro and basically am not in business even although i used to be for bit..i opted for the easy road.. which looked rosey but i have since seen the error of my ways..to get back to robs point, i can relate to you a situation in my day job.. we had the chance to get this customer that had reputation for dropping the work off and wanting it now and then nit picking it always,, and would switch to another supplier because they didnt put up with there demands.. this customer had one major good point,, they didnt complain on price and paid on time always!!! and when yu are a small business that is looking at getting paid to survive you put a dollar amount on the customer.. this one pays and is valuable,, and in the long run has made us as company better.. we have had to do things differently than our normal procedure,, but once that is done and it comes out right the first time,, we can settle down and run there work..also on a different note, although i am not good at it at all.. you need to make the customer feel wanted and part of the group and that means a golf outing or a free supper or lunch somewhere to make them feel special and this relates to a cost per customer..looking back at my experience,,i had to put out flyers to get started and when i stopped and relied on word of mouth, well the word was just getting to the same folk in the same area and they already knew who to get.. i needed to make more flyers and put them in new areas to spread the word and then i would get a up surge in work again rather than being stagnate and relying on the phone to ring for the next customer.. those flyers paid for themselves many times, and there for i feel that things like flyers and suppers and golf outings need to figured into the cost per head of a customer.. like anything else in this world ,,medicine for example,, you need to keep track of the cases to see what works and what doesnt and change accordingly and those things all cost something..its money in one form or another..
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