Basic manners a winning formula for small businesses

Basic manners prove a winning formula for business people wanting their customers to use them again, research from Royal Mail has revealed.

71% of British adults would reward a simple ‘thank you’ through the post, whether it be from happy hoteliers or grateful grocers, with a repeat purchase or visit, according to new research.

But while courtesy helps encourage customers to return, it is the first impression that attracts them in the first place. Two thirds (66%) of people surveyed on their attitudes to mail stated that they would be less likely to trust a company that sent letters or brochures that did not look professional.

The results also showed that small businesses are well placed to win new customers if they reach them in the right way. 37% of those surveyed pay more attention to information they receive through their letterbox from small businesses.

And over half (56%) of people stated that they felt small businesses did a better job of reaching out to their customers than their larger competitors. The older generation (55-64 year olds) in particular think small businesses are doing a good job in reaching them in a personal way.

Tim Rivett, Royal Mail’s Head of Small Business, said: “It is important for small businesses to reach out to customers in a professional and personal manner to ensure future sales and satisfied customers.

“Many small businesses seem to be doing this and this has been acknowledged by their customers. Now Royal Mail has created new services that make it easier than ever before for small businesses to reach out to both potential and existing customers in a professional and personal way that saves them both time and money.