After speaking engagements, I’m often approached by local/regional
restaurants and retailers, who ask, “Customers love us, why are sales slipping?”
They’re confused and worried. The reviews glow, the regulars gush, and yet
the sales chart looks like it’s slowly melting.
I aways answer with the uncomfortable truth: “Love and
growth are not the same thing.”
And then I tell them that before they need my services as a
marketing writer, they have to take a hard look at their operation and I offer
the following suggestions:
Maybe your customers are aging out. The 35-year-old customer
who built your business is now 55 with different priorities. They still adore
you, they just don’t buy like they used to. What are you doing to introduce
yourself to the next generation?
Maybe you’ve stopped reaching out. Networking felt
tedious. Social media felt like feeding a slot machine. So you coasted. Markets
don’t reward coasting. They reward visibility. What are you doing to keep in
front of prospective customers?
Maybe you’ve stopped asking for referrals. The people
who love you know people just like them, but you’re not asking for the
introduction. We’ll build a whole email funnel before we say, “Hey, send your
friends.”
Maybe it’s time to look at your staff. Do they have
the right training and energy? Customers can feel when they’re an interruption
instead of a welcome guest and they quietly retreat, often to one of your
competitors.
Maybe you’re not keeping your website fresh and
up-to-date. If your website feels like a time capsule, you’re not charming.
You’re invisible. People start online. Look at your other outreach too, from
signage to advertising.
Maybe you’re not keeping up with subtle changes. Do your
hours match modern life? Has your neighborhood changed.
Maybe you’ve changed. Is your heart still in it? Enthusiasm
has a scent. So does burnout.
What’s happening in most of these cases isn’t failure. It’s
drift.
It’s easy to confuse affection with momentum. Love is
maintenance fuel. Growth requires motion. You can be deeply loved and slowly
fading at the same time, like a band that still fills reunion tours but hasn’t
written a new song in years.
You’re starting from a good place and the fix isn’t a shiny
new tactic. It’s less glamorous than that:
Stay visible.
Invite new people in.
Train your staff.
Update the website.
Review the changes in your market.
Find your spark again.
Once you feel confident about your understanding of (and how
you’re addressing) these key areas, then we can determine if I’m the best
writer for your needs.