How to Build Strong Customer Relationships

strong customer relationships

A small business without customers is like a car without an engine: You can have one without the other, but you won’t get very far.

As a small business owner, your livelihood depends on the satisfaction of your customers. Please them, and you’re golden. Displease them, and you’re going to have a lot of time on your hands.

Building strong customer relationships is the best way to ensure that your existing customers keep coming back for more and new customers are always willing to hop on the bandwagon and enjoy the ride.

If you’re looking to build a better rapport with your clientele, these tips will help.


Communication is paramount in any relationship, personal or professional. And with COVID-19 upending the marketing world right now, that communication is even more important.

Your small business should be a two-way street. Talk to your customers, not at them. Institute an open-door policy that allows them to come to you at any time with questions or concerns. Be transparent about not-so-fun things such as shipping delays, backlogs, COVID-related restrictions or simple snafus.

When you take the time to connect and communicate with your customers, they’ll feel more valued — and valued people are happy people!

Value Their Time

As a small business owner, you know better than anyone that time is a precious (and scarce) commodity. Your customers are busy people with equally busy lives. If visiting your store or trying to place an order on your website feels less like casual shopping and more like standing in line at the DMV, you have a problem.

Build stronger customer relationships by showing people that their time is important to you. Ensure your website isn’t lagging. Schedule more personnel during busy times/seasons. Make it simple for people to find the answers to FAQs on your website and social media pages so they don’t have to wait on hold. Even a mere minute saved makes a difference!

Go the Extra Mile

Think about the last time a business really wowed you. Did they provide amazing customer service? Make an already special event even more special? Make up for their mistake in a huge way?

Whatever they did, it made an impression on you. That’s why you remember it. And as a small business owner, it’s your turn to make a huge impression on your own customers.

Never miss a chance to go the extra mile. A gratis dessert for a birthday boy or girl, a surprise freebie thrown in with an order, an offer to carry purchases to their car or a “just because you’re a great customer” discount at the register won’t cost you much in the long run. But to the recipient, it can make all the difference in the world!

Be Responsive to Feedback

For better or for worse, people will have plenty to say about your small business. Some reviews might be glowing, especially if you follow the customer relationship tips in this post. Others might be not as pleasant.

If someone takes the time to give you feedback about your small business, it’s your responsibility to listen — even if what they’re saying isn’t necessarily something you want to hear. But just listening isn’t enough; you also need to be willing to respond.

From “Thanks for your fantastic review! We’re so happy to have you as a customer!” to “We really dropped the ball on this one and we’re going to do everything in our power to make it right!”, responding to feedback can enhance (or preserve) your customer relationships.

Are Your Customer Relationships Up to Par?

One of the best things about small businesses is the level of intimacy involved. You might not have throngs of people beating down your door or crashing your website, but you should be able to give the customers you do have the star treatment. Creating strong customer relationships now will ensure you have a solid clientele for years to come!

Could your marketing strategy use a tune-up? Mischa Communications would be happy to take a peek under the hood. We’re ready when you are!