Let’s be honest —as a small business accountant, we know that running a small business is no walk in the park. You’ve got a million things to juggle: invoices, stock, staff, social media, and maybe even trying to figure out if that ad campaign you paid for actually did anything.
But in the middle of all that noise, there’s something simple, powerful, and often overlooked that can make a massive difference to your bottom line.
It’s not a shiny new app. It’s not some secret marketing hack. At Hills Accounting we know it is far simpler than that.
It’s your customers.
And more specifically, how you treat them after they’ve bought from you.
Here’s why caring for your customers isn’t just the right thing to do — it’s one of the best financial decisions you’ll ever make.
Happy Customers Talk — And Keep Coming Back
We all know the feeling of being treated like a number. No one loves it.
Now flip that around — when someone takes the time to offer great service, fix a problem without a fuss, or just remembers your name, it sticks with you. You’re far more likely to return. And you’re far more likely to tell your friends.
That’s the beauty of looking after your customers. It turns them into raving fans who bring more people through your door — all without you spending a cent on advertising.
Online Reviews: Your Digital Word-of-Mouth
We live in an age where word-of-mouth has gone digital. Online reviews on Google, Facebook, or even just social media comments can shape the way people see your business.
Here’s where your email list can quietly do some heavy lifting. A friendly follow-up email a few days after a purchase — “Hope you loved the service! If you’ve got 30 seconds, we’d be so grateful for a quick review” — can turn happy customers into five-star advocates.
And if someone does leave a review — whether it’s glowing or a bit prickly — always respond the right way. Thank them for their feedback. Stay professional. Be human. These little moments of interaction are public, and people notice.
Responding well to a negative review can actually win you as many fans as a perfect score.
Repeat Business = Easier Sales
It’s a simple truth in business: it’s cheaper to keep a customer than find a new one.
And here’s the best part — if someone’s already bought from you, they already know, like and trust you. That’s more than half the battle when it comes to making a sale.
Selling to a past customer is easier, faster, and less expensive than trying to convert a stranger. Yet so many small businesses forget this and pour all their energy into attracting new people.
You’ve already done the hard work. Don’t let it go to waste.