This Blog is all about client and customer retention!

Finding new customers is hard enough, let alone in most cases expensive!

Omni Business Development Client or Customer retention

Which is why you need to spend time focusing on keeping the clients or customers you already have?

Why? – It’s cheaper to retain a client than it is to find new ones. It is recorded that an average business will spend up to as much as £400 to find an ideal customer.

Time – Travel – advertising costs – research etc.

Before you do anything UNDERSTAND who is your target market? Who is your ideal client and what are their pain points? Your job is to solve the pain with your product or services.

Build an avatar, (I will go into building an avatar another time) and make sure you have this written down and also make sure your teams understand who their target market is!

Now, we have the ideal target market, and we have generated some business! Now What??

Let’s keep them! - Obviously!

Let’s start with the first thing to do once a sale has been made!

Do you have an onboarding process? Once you have the client, have an onboarding process, even if it’s just a thank you email, a personal call, or sending out a welcome pack. This should be standard for every new client or customer you sign up.

Relationships are essential and should be obvious, but it’s not to most. Make sure you always have a great relationship with every contact.

Giving great service and over-delivering also help, and again should be obvious!

Go the extra mile!

SO, here are some basics!


Be on Brand – Your brand is more than your logo. Your brand is what people instantly think of you and your business. Make sure you keep your brand at the forefront of their mind! You can improve your brand image. – BUT - never do anything that jeopardises the brand you have built!

Newsletters – Keep your customers up to date which what is going on – BUT – make sure it's permission-based!

Social Media – Hook up on LinkedIn, Facebook, and other channels where your clients are spending time. – BUT – Make sure your content and conversations are not all about "buy my stuff!"

Give them a call – When you have completed the first sale, let them know you want to stay in touch and if it would be ok to call after a certain time period. It could be 6 weeks, 3 months, or even a year. Make sure you make the call when you say you will.- BUT – ask how the product or service is working out for them. This could be a chance to ask for some feedback or even better a referral.

Referral Rewards – While we are talking about referrals, why not build a referral reward structure in your marketing? It doesn’t have to be something extravagant, just something of value to the client or customer. The better you know your client the easier it will be to give them something of value to them. Even just a simple heartfelt Thank you or a card sent in the post is better than nothing.

Customer Loyalty Reward – While rewarding your referrals, why not offer a loyalty scheme? It doesn’t have to be huge or expensive! If you are looking at future sales, use this as a great way to upsell. – BUT – Make sure it means something to your clients or customers!

Hold an Open Office or Drop-In session – If you have an office, why not gather all your happy clients together every now and then? Cheese and wine nights are very popular – BUT - make sure you have enough of your teams or helpers around you who know who is who and understand your products, goods, or services well.

Conduct a review survey – Asking for reviews shows your client that you are interested in them and their experience. Ask just 1 question, if nothing else – “On a scale of 1 to 10 would you recommend us to others?” 10 is awesome obviously – BUT – if you get less than 10 ask what can you do to get to a 10! Don’t take it personally, use this as a chance to improve and develop your service. Sometimes offering a reward for the survey also helps. Just make sure that your customer or client is kept informed of any actions you have taken as a result of the survey. It will make them feel important!

Customer service improvement – 85% of most buying decisions are based on great customer service. Developing your business on all levels is essential! How you can improve your offer, product or service should be an ongoing activity – BUT – Keep everything as simple as you can. Customer service could extend to your existing clients being VIP clients – give them access to you before dealing with NEW inquiries. This could even be as simple as calling them back as a priority if they call you.

Make your Buying process easy! – It sounds too obvious, but most people won’t buy again and use your competitors if it's easier, especially as an impulse buy!

Give referrals – If your clients or customers own a business, why not give them referrals? Recommending their business strengthens the relationship between you – BUT – Make sure the referral is genuine and rewarding for both parties.

While we are talking about YOUR client’s goods and services, why not buy from them? Again this really strengthens the relationship. While you are doing this, why not give a testimonial or review – BUT – make it as public as you can!

AND FINALLY – Always have the second sale ready! – BUT – It’s all about timing!

If you would ever like to have a chat, please use the callback request button.

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In this blog I talk about COLLABORATION! - SO vital to networking success


Collaboration whats the fuss


Collaboration really can grow your business very quickly if done right! – NO MATTER WHAT LEVEL OR BUSINESS YOU HAVE!

In this article, I am going to discuss the art of collaboration, and how you could even work with other businesses within the same profession, where most would see competition!

I will even discuss my own experience with others working in collaboration.

Like any other activity you practice for your business, it needs careful attention, measurement, and planning. Picking the right collaboration can really, really boost your business, get it wrong and it can not only be a waste of your efforts but also can damage your image and do damage.

As we have now gone back to some kind of normality, you will see the word collaboration used a lot. Many “shared or open offices” use the word a lot.

Collaboration isn’t just about getting business or making friends. Collaboration includes sharing skillsets and knowledge! This is one of the principles I used when I talk about successful networking. If you have ever attended one of my workshops, you would have heard me say “One hand washes the other”.

So, what about an example?

Very simple! – Very recently, I spotted a great potential for 2 people to collaborate. Thinking outside the box and even looking at a financial perspective, I introduced a card payment services company to a web designer.

Why? – Firstly, it’s not something a web designer or payment merchant services would think of, but it made perfect sense! – A web designer has the trust of their clients. If the web designer is building a site for a client, who wishes to take card payments, in most cases the web designer will not be able to provide those services and would default to “what’s normal”,  “convenient” or the go-to online payment provider. That’s what they have always done right?

Now, this may not be the cheapest option, but easy for the web designer. But, how about the Web designer can get the same or better service and earn an extra income while saving their clients a heap of cash….. In return, the payment merchant service agent now knows someone who designs websites.

Why is this good? – Most merchant services are the first point of call when someone is seriously setting up a business. It would be a great opportunity to make an introduction!

If they continue the relationship and continue to recommend each other, voila.. It's more than passing a referral, it's COLLABORATION!

How Do you Spot or Recruit someone to collaborate with?

If we continue the theme (web designer and merchant services), what if I then said that they work together to bring others into their collaboration partnership?

Let’s say the web designer now introduces someone who is getting a website built, gets their card machine sorted, who else could they bring in? – What about someone who suppliers the cheapest commercial energy? What about someone who does Telecoms? What about a printer? – The list goes on!

My point here is to look at the people who are in the supply chain who are working with your ideal clients. Form a relationship, and see how you can ALL offer the same client a brilliant service.

It doesn’t just stop there! - Listening to others in your profession!

What if I said you could collaborate with others in the SAME profession?

Everyone gets really busy from time to time, and in some cases, the business can’t handle all of the work. Bookkeepers, VA, and Pa’s are good examples. Rather than turn the work down (I would never suggest this BTW), they will look for someone whom they could “sub” the work out to.

When you hear someone say they are too busy, or can’t handle all of the work, not looking for any more business, simply offer your help!

Provided you have given out the right impression, and acted professionally, you may become the go-to person when this happens! – This is coloration at its best…..

Things to take into consideration when collaborating with someone involves:

  • Trust – Do you trust this person to keep to the arrangement?
  • Does this mean that they will work with you and NOT recommend someone else or an alternative supplier?
  • Do they sync with your beliefs, business principles, and morals?
  • Is it going to be a mutually beneficial relationship or one-sided?
  • Would they share YOUR success with your competitors?
  • Can they be transparent?
  • Business Position – Where are they in their business?
  • Do they operate at the same level as you?
  • Do they have the same level of authority as you in their profession?
  • Are they working with the same kind of clients who also work at the same level as you – This is all about making sure you get the right introductions
  • Can they speak to YOUR clients in the same way as you do?
  • Are they as motivated as you are
  • Motivation – Will they actively look out for introductions for you?
  • Will the follow-up on introductions?
  • Would they be too busy to really get involved?
  • Would they be comfortable with being accountable for the relationship?
  • Will they give you honest feedback?

Finally…Very obvious! – Getting personal - Do you like them, and have the same humor or interests as you? After all, you are going to be spending some time with them.

What to do when you find someone

Test them first!

Relationships are vital to both parties, but before you go out all guns blazing, give a little test and recommend the other person to your BEST and most TRUSTED client.

Without the other collaborator knowing, get feedback from the client. It may be slight-handed, but, your reputation could be on the line. If you have a good relationship with the client, you will soon know if they are an ideal fit for you to collaborate with.

Once you have the trust – Train them to introduce you!

There is nothing worse than to turn up and meet someone whom you have been recommended to, only to find out they have no idea what you do!

You need to take some time with each other and really get to know what to say and how to introduce each other. This is where it is so vital to be clear about whom you are looking to work with and keep it simple on how and what you do!

Time invested here will save a lot of time, and give you better results from your referrals.


Take your time. This like anything else needs, you to make a sound judgment. If you are going to work with each other, make sure the relationship comes first!

You have spent ages building your brand, what you stand for, and more importantly, getting the clients in the first place.

If someone isn't trustworthy, doesn’t follow up in introductions, or has a poor reputation this can damage you! You are also affected by the way they do business and manage your client.

I recently tried a collaboration introduction between two of my trusted connections, but it didn’t work and BOTH parties blamed me for making the introduction. Lesson learned there!

More than Money?

Yep, collaboration is about more than the money!

When you collaborate with others and do it right then you can bounce ideas, share experiences and even share what you each know. This just strengthens the relationship, and almost forms a partnership.

There is nothing better than someone stopping you from making the same mistakes the other party has done, but even better advice on how to do better is invaluable!

Let’s add this into the mix – Say your client has an issue and comes to you!

What if you said, I can’t help you, but I know someone who can, and as we have a great relationship, I’ll make sure he gives you the best advice and suggestions. You actually strengthen the relationship with your client.

Collaboration done right is a WIN, WIN for you, others involved and more importantly, your clients get a trusted service, which results in referrals, great feedback, and testimonials….

So, take the next 3 minutes and think of your customers and who else is supplying them, and pick up the phone and make the call ASAP!

If you are struggling with whom you can collaborate or get better results from your collaborative relationships, request a call back with me

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In this blog I explain why its not about numbers but quality over quantity!


This is one of the most asked questions I always get when I am canvassing new visitors for the Omni Business Development Network.

It never fails to amaze me! Anyone who is experienced at networking would ask a different question...Why? - One word - Intimacy!

BIGGER IS NOT BETTER.......Let me explain why.... Networking isn't about numbers!

It's NOT about how much you can sell or about the money.

It's about the people who attend!

In fact, in most cases, the fewer numbers with the most regular attendees actually speed up the process of building deeper and stronger relationships! When you really get to know someone and build a great relationship, you are actually adding to your network, someone who is REALLY interested in you and your business and will share advice, help, and support.

How easier is that to do with say 12 people, than 40? - It's impossible, well to do it personally and offer a quality relationship!

On top of that, working with a smaller network of people enables you to give a better service and builds a tight-knit connections list which is impossible for your competitors to break!

If you build the right connections around you and build that trust, you have someone else you can bounce ideas off, get advice with any issues you are struggling with, and for me personally - confide in trusted professionals!

When you are working alone (some from home these days), it can be a really lonely place. Building up a core network of brilliant like-minded business owners will help you and your business grow exponentially!

Let's get personal here.....During the pandemic, a lot of people (including myself) lost who they really are. Working from home, alone is like being in isolation. (A punishment given to you when you are already in prison)....Add the pressure of running a business, hearing everything dark and negative on the news, people not acting like themselves. Then add the pressure of looking after your loved ones who may also be going through their own challenges.....Frankly, the best of us would feel a bit depressed.

Zoom has been a godsend for many people. I love online networking, but you can't beat a good hug of someone you have a good relationship with.

Networking has helped so many people which is why there is so much of it about, but so many are getting it wrong! - It's not about the numbers, it's about how you network, the type of people you want to build into your network, and the relationships you build.... It's not the Network Event... it's so much more!

Thank you for reading!

I hope you agree with me, and like this content, if so, please feel free to share..The more people I can help to network better, the more successful networking will be for everyone!

If you need any help or advice withyour networking please feel free to call me on 07898 870 870 or request a call back

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