As I sit here writing this, my 100-pound chocolate lab is busy licking and biting at himself. He doesn’t have fleas or ticks. I know, because I’ve checked. Numerous times. In fact, I take precautions to prevent any sort of flea and tick invasion.
But from experience, I know that Shadow suffers from allergies. We’ve already moved him to a grain-free diet that puts a bit of pressure on the bank account. I also know that every summer he gets this way. Like clockwork. And the only remedy is to get him to the vet to get some sort of shot that relieves the itching. And while this incessant biting, licking, and scratching has been going on for some time, I have yet to make the call to the vet. Though I will be doing so today.
You see, Shadow doesn’t tell me he’s itchy. He doesn’t come up to me and ask me to scratch him. But the signs are there. I see him doing it. When I’m in bed at night in the dark, I hear him doing it. And it’s so bad that he’s starting to lose some fur in a few areas. Yes, the evidence is incontrovertible.
And yet, I’ve let it go on for some time, denying him some relief. Why? Because it hasn’t really bothered me that much. I can put up with the sound and the scratching because it’s not me. It’s him. And yes, I know this makes me a bad dog owner, even though I love him dearly.
So now I’m paying attention to him. Not what he is saying, but what he is doing. And how he is acting. Behaviors are important. Your customers might not come up to you and tell you certain things, but you can read their behavior and recognize some things.
Have they stopped coming to your business? Are they showing up less frequently? You might need to find out why, and that might require you to ask them.
Perhaps you are seeing some familiar faces becoming more familiar. It’s a good problem to have, but you should find out why they are coming to you more often. Has something changed on your end or your competitor’s?
Yes, customers do complain, and some will even praise you. But for every one that verbalizes their feedback, there are many more who stay silent. And this applies not only to small businesses, but also to nonprofits and their dealings with donors and volunteers.
How are you paying attention to your customers and their actions, even when they aren’t speaking?
- Why Would a Chocolate Lab Eat a Baby Chipmunk, and Other Important Blogging Insights (inklingmedia.net)
- 3 fundamentals of a succesful social selling strategy (businessesgrow.com)
- How Small Businesses and Nonprofits Can Use Instagram Video and Vine (inklingmedia.net)
- Who Is Your Customer Turnaround Artist? (customersthatstick.com)
- Does Your Marketing Pay It Forward? (soulati.com)