The Business on a Shoestring series helps small business owners grow their business imaginatively effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash each book is packed with ideas that really work real-life examples step-by-step advice and sources of further information. Your relationship with your customers is probably one of the most important you’ll ever have. No business can survive without them but reaching customers in the first place is a big challenge for small companies. This revised edition of Delighting Your Customers by Avril Owton offers invaluable advice on: Understanding your customers Asking for feedback and learning from it Creating a customer service strategy Hiring the right people Setting up and implementing complaint processes Adding a personal touch Being creativeBut making sure you can deliver Learning from your competitors. Avril may have danced her way to success with the Tiller Girls but as a mother hotelier award-winning businesswoman and international speaker she has demonstrated a true business personality and dynamic leadership. She is founder and organiser of a regional women’s network a regular speaker for national organisation Everywoman and an active member of the prestigious Institute of Directors.