After tens of thousands of conversations with business owners, we’ve concluded that one of the key determinants between thriving and struggling businesses is how appreciated customers feel. While that insight might seem fairly commonplace, what’s rare is discussion on how business owners go about making their customers feel appreciated. So, we reached out to some of the most loved and admired entrepreneurs and small business owners in the community and asked them to open up about how they show appreciation to their customers.

Sam Reeve

One of the best ways we show clients we appreciate them is by not just solving the problem they think they have, but uncovering the real issue beneath the surface.

A client once came to us convinced their turnover was all about pay. People were leaving and saying, “I can get more somewhere else.” Instead of rushing into a pay adjustment, we ran our Workforce Experience Scorecard—a tool we use to look holistically at culture, leadership, recognition, development, and rewards. What we found was telling: pay was a concern, but it wasn’t the main driver. The real problem was cultural. Managers weren’t equipped to engage and develop their teams. Read more>>

Gay Puckett

Having served over 700 families over 25 years only happens when a client likes AND trusts you with their business.
Staying in touch and reminding them you are grateful to them is important.
I like to make them feel appreciated. Whether it is bringing them hillcountry peaches in June, or delivering pumpkin pies ” one to enjoy, one to share” in November. Maybe It is just a call to say you’re thinking of them, or a note on a birthday or child’s graduation. This is how you stay in business and are referred to their other family and friends. Read more>>

Fraley Lashlee

One of the nicest things I do for every customer is something simple but meaningful. Every Fraypearls piece is made by hand to order, and each one goes out with a handwritten note.

I want people to know there’s an actual human behind their purchase. Someone who smiled when their order came in, hand crafted their piece, and then wrote them a note before sending it off. Read more>>

Jordan Petefish

The way I show my clients appreciation starts with refreshments and the experience when they walk in. I always try to have snacks, beverages, sweet treats. Most of my clientele are busy moms on the go, so it’s nice to have something for them in case they haven’t had a chance to feed themselves. In November, I’m handing out discounts left, and right. It’s my birthday month and I use it as my customer appreciation month. Plus, it helps most of my busy moms with saving money on themselves because right around the corner is Christmas. My goal is to not overcharge or under charge my value, still keep it at a decent price for my clients to be able to enjoy themselves, enjoy the experience that I give and love them as much as I can.  Read more>>

Keia Booker

I developed an Equity Pricing Model (EP) so that our customers could live in their values around equity and community, as well as make our products more accessible to more people. Our EP model is a response to being told we needed to raise our prices in order to remain sustainable. I, as a consumer, sometimes feel that products are made to feel exclusive and I don’t feel welcomed to engage with those products. So, allowing our customers to choose from three different pricing structures helped us communicate to our people that they are welcome at Keia & Martyn’s because we believe everyone deserves goodness. I was able to use my background in People & Culture work, DEI, and nonprofits to ideate a solution for us and our customers that is both sustainable and directly tied to how we think about our business. Read more>>

Jesse Kuter

One of the most meaningful ways my husband and I show appreciation is by sharing a piece of what we love most — crystals. When we’re out together, whether we’re enjoying a meal, attending a local event, or just engaging with people in our community, we often leave a crystal with the individual we’ve connected with. Sometimes we choose it based on their energy and vibe in the moment; other times, it’s selected for the metaphysical properties we feel they may need in their life. It’s a small gesture, but it’s deeply personal and unexpected, and it often leaves people feeling seen, valued, and uplifted. Read more>>