Every business, large or small, benefits from refining daily operations. These seven business performance tips from Long + Cowan are designed to help Wellington business owners improve customer relationships, strengthen internal systems, and increase profitability. Practical actions, consistently applied, make a measurable difference.
1. Surprise and Impress Your Customers
Exceptional service leaves a lasting impression. A shoe repairer once patched both corners of a customer’s suitcase instead of just one, ensuring the repair looked symmetrical. The client was delighted by the unexpected attention to detail.
Look for small ways to surprise your customers. Simple gestures, thoughtful follow-up, or going beyond expectations transform ordinary service into memorable experience. Genuine care builds loyalty and referrals.
2. Convert Complaints into Opportunities
No one enjoys receiving complaints, but they provide valuable feedback. A Wellington café lost a customer for three years after a staff member responded defensively to a service delay. When new, friendly staff took over, the same customer became a regular again.
The lesson is clear: treat complaints as opportunities to improve. Listen carefully, thank the customer for their honesty, and fix the problem quickly. Empower staff to resolve issues on the spot, such as offering a voucher or apology. A single positive recovery can save thousands in lost business.
3. Track Your Emails and Communications
Keeping a record of communication is vital for accuracy and follow-up. When submitting online forms or enquiries, take a copy before sending. Email it to yourself or use the “cc” function if available. This simple habit ensures you retain a full record of what was said, when it was sent, and to whom.
For ongoing tasks, screenshots can help document submissions, saving time if information is lost or disputes arise.
4. Monitor and Analyse Jobs Efficiently
Many businesses record job costs but never review them. Instead of collecting data that gathers dust, analyse it to identify extremes. Compare materials and labour used against quoted amounts. Focus on jobs that underperformed to identify what went wrong, and examine successful ones to replicate their strengths.
Refining your quoting process and work methods based on this analysis increases efficiency, improves profit margins, and reduces waste.
5. Make It Easy for Customers to Reach You
Convenience drives retention. A family trust manager once gave up on a bank due to poor access to its investment department. The bank’s slow service cost it multiple high-value clients.
In your own business, make sure communication channels are clear and efficient. Simplify processes, reduce waiting times, and ensure prompt follow-up. If customers struggle to reach you, they will find someone else who is easier to deal with.
6. Property Transfer Updates and IRD Requirements
The Inland Revenue Department (IRD) now requires all property buyers and sellers to provide IRD numbers, even when selling their own homes. This helps the IRD identify individuals who buy, renovate, and sell properties frequently while claiming the gains are tax-free.
Businesses involved in property transactions should stay up to date with these regulations to ensure full compliance and avoid penalties.
7. Save Important Information with Screenshots
Screenshots are a quick and effective way to capture what appears on your computer screen. They are useful for saving records, sharing problems with IT support, or documenting online submissions.
To take a screenshot on Windows, press the PrtScn key, or use the built-in Snipping Tool to select specific areas of your screen. On a Mac, press Command + Shift + 4 to capture a chosen region.
More advanced software such as Snagit allows you to capture scrolling pages or record short videos, helping you explain technical issues clearly.
Maximise Your Investment with Professional Support
Sound financial advice helps businesses grow faster and smarter. Whether you are reviewing systems, planning expansion, or managing cash flow, having expert guidance ensures stability and better decision-making.
For professional assistance and practical advice on improving your operations, contact us for more info by filling in an enquiry form or e-mailing or calling us during office hours.
