Last week, Olive Strachan told the story of how she founded her own business, offering a couple of entrepreneurial tips along the way. This week, Olive reminisces about her first few clients, and highlights a great approach to growing one’s customer base.
Of Mascots and Medals: Olive's souvenirs from the 2002 Commonwealth Games.
There is a saying: ‘Find a job you love, and you will never work a day in your life.’ Even after 15 years, I still get out of bed every morning with a sense of anticipation!
My very first piece of business was a two-year contract with Terminix, an international pest control company. I met the training manager at an event and we bonded straight away; my experience in the recruitment industry appealed to her and after an initial trial (which was met with extremely positive feedback), I was brought in to deliver training all over the UK and in Amsterdam. This training covered customer services, sales, and negotiation skills among both the team and the managers. There were some surprises along the way - I would arrive at one of their venues to set up and I would hear the tapping of tiny feet. It was the rats, Henry and Henrietta, happily playing in their cage! And then there was the sound of all the beetles and bugs, scuttling around in various glass containers...
I asked the Terminix training manager to put her positive feedback in writing, and used this initial testimonial to demonstrate my abilities to new prospects. I would recommend this practice to anyone in any industry; if you collect written feedback and testimonials from your satisfied customers, you’ll be able to present a far stronger case when trying to attract new business. Positive feedback is even more useful nowadays, because you can display it on your company’s website and social media accounts. You can even ask clients to recommend or endorse you on LinkedIn.
The Terminix testimonial attracted several new clients, including Thomson Holidays; I trained their whole call centre on how to build good customer relationships, and this gave me great insight into the travel business! Once again, I requested feedback in writing and this, in turn, attracted a client who has since become one of the biggest debt management companies in Manchester. I delivered training to the entire call centre for two years, and then I completed a train the trainer course with three members of staff who set up an internal training department.
Reaching New Heights
My list of satisfied customers continued to grow and one day, as luck would have it, the team organising the 2002 Commonwealth Games walked into my resource centre. They wanted to discuss the resources required to train their volunteers, and I offered some recommendations. Once again, I made a connection, and the team asked me if I could deliver training – an offer which, after going through the correct channels, I enthusiastically accepted. Before I knew it, I was delivering ‘Crew Culture’ training to hundreds of volunteers! And that’s not even the best part: at one point, a film crew came into the room and started filming my session. The following week, I was on TV!
The run-up to the Commonwealth Games was such an exciting time; I made some lifelong friends, and to be part of something so special makes you feel very fortunate indeed. As a thank you, the organisers gave OSR a commemorative medal, a mascot, and a few other goodies. It was an experience that I will never forget.
And how did the Commonwealth organisers find me? Through a recommendation from another client, of course! If there’s one thing that’s sure to attract new customers, it’s making your existing customers happy – that way, they’ll sing your praises to everyone they know, and they’ll give you some great feedback that you can use to grow your business even further!
Don’t forget to check back next week for more stories from Olive’s illustrious career.