GUEST BLOG: Doing Better

June 12, 2014

By Lance Trebesch, CEO,

Maya Angelou once said, “When you know better you do better.” We’re all looking for ways to do better in our small business, in terms of efficiency, customer experience, our employees – everything! Once we know what we need to do, we can create habits that lead to overall better practices. Here are a few simple things to keep in mind as we work on doing better.

Update Basic Info. Look, we know that in order for customers to frequent our business, we know that they have to find us first. Surprisingly, some businesses don’t take this seriously enough. Yes, your customers will look up your business online, so your information needs to be crystal clear. Can they find you when they do a keyword search? How can they contact you? How do they order your products? When can they get your products? If the information isn’t easy to understand, they’ll look elsewhere.

Embrace Technology. Your customers may be one step ahead of you when it comes to technology, so it’s best for them and your business that you try to keep up. It’s also going to save you time and money in the long run. We don’t have to always jump at the latest tech advance, but being smart and strategic  can lead to both profits and efficiency. Keep this in mind for gadgets, laptops, data backup, security, and apps.

Show Gratitude. While this is important in doing better in life, it will also make your customers feel better about your business. This can come through a few ways.

  • Going beyond a simple “Thank You” after they place an order can go a long way in the customer’s overall experience.  Also including a small discount for their next purchase, or for a referral, lets them know you appreciate them and their hard-earned money.

  • Responding to patterns in customer feedback also shows that you’re listening.  Of course, we don’t have to have a knee-jerk reaction to every customer comment, but addressing recurring issues gives the customer some piece of mind that you want their experience to be better and that you value their experience.

  • If a customer leaves a nice comment or testimonial, responding with a personal email shows that you care about the individual and creates a stronger relationship.

These all should come as second nature for us, but since we lead such busy lives, it’s easy to forget these simple tips. We’ll continue this discussion next time.

Lance Trebesch is CEO of and sits on the board of the BBB serving E. Washington, N. Idaho & Montana. He resides in Bozeman, Mont.


ABOUT BBB: For more than 100 years, Better Business Bureau has been helping people find businesses, brands and charities they can trust. In 2013, people turned to BBB more than 132 million times for BBB Business Reviews on more than 4.5 million businesses and Charity Reports on 11,000 charities, all available for free at BBB Serving E. Washington, N. Idaho & Montana, founded in 1912, is one of 112 local, independent BBBs across North America.  

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