Every business needs customers, but before you get a customer, you get a prospect. ( and probably a few suspects as well). Great marketing can bring you in a flood of new customers, but if you or your team are making these mistakes, then you could be losing business.

I teach my clients all the time that marketing is everything from what you do to get customers in the door (external marketing) to what you are saying and doing to convert them into paying clients (internal marketing). An example of internal marketing would be how the receptionist greets customers.

Most customers won’t tell you things that are hurting your business, they simply just walk away into the proverbial sunset and the majority of business owners think they lost them on price alone.

Here are 5 things that are slowly killing your business and your customers may never say a word to you about them.

1. They don’t understand what you are saying. Industry language is find for the company party or seminar, but drop the use of acronyms and industry terms when you are talking to your clients. Use common everyday language and analogies that help them to understand how you can serve their needs.
   
2. They don’t feel appreciated. Just like Norm says, “You want to go where everyone knows your name” Take time to acknowledge your clients in a special way. I have several clients who put the names of clients coming to their office on a special board in the lobby so when the customer arrives, they feel special. Send thank you cards is another great way of letting your customers know you appreciate them and their referrals.
   
3. Your voice mail sounds scary. They will never tell you if your voice mail makes them feel as if they have called the morgue, but you better have an upbeat tone if you want to make more sales. If I get a voice mail, at least make me think you love your job rather than make me feel like I have bothered you.
   
4. Your wardrobe could use an update. Who wants to tell someone they need to take a trip to the mall because their clothing is to tight or is simply out of style? No one, including your customers, but they do notice and how you dress could be turning away lots of business.
   
5. They want someone who is confident and will lead them to the the solution. People want their problems solved and they want a confident person to guide them to the solution. Giving your customers way to many options will confuse them and they will simply leave because they don’t know what to do. Ask great questions, uncover the problem, then professional take control and guide your client to the solution you offer. They will never tell you that you gave them too many choices to make a decision or that you lacked the confidence to solve their problem, they just leave.

Being successful at business means much more than handling the obvious – it means taking care of the little things so you can multiply your clients, serve more people  and have a life.