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Originally Posted by ANMMark
I have found our local market to be very lucritive over the time we have been in business.
There are services that we offer to local clients that we don't offer online.
We actually don't treat local clients any differently than we would global/online clients, as far as price is concerned.
In fact, it's one of the things that makes our services so popular among local clients, because our competition charges so much more, while we're able to sustain our business by charging the same amount we would charge all clients.
Now, keep in mind that when it comes to software or website development for local clients, local clients are more willing to spend the money, because you are there. You are and can be face to face with them.
We have a particular client in which we have been to their offices over the course of 2 weeks more than we have been at our own, due to an internal network problem they're experiencing, which is keeping their new website from loading for them.
Although they're having this issue, they're extremely happy knowing that we have no problem coming to their office on a whim to check in, and work on the issue for them.
Many online customers that don't have this access to your staff, will more than likely leave to find a new host, thinking that it's your hosting that is the problem.
Another issue is that online or global clients really only have the benefit of reading the words you type, and as such cannot tell if you're being honest with them, and will usually assume that you're not. Then, on the complete opposite side of things, local clients standing face to face with you, can almost read you, and know that you're doing everything that you say you are to help with any issue they're having.
Overall I find more benefits with local clients than I do with global clients.
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A very persuasive post there, Mark! It sounds like you're offering a brilliant service to your local clients (and global no doubt too). I tip my hat to you.
I hadn't considered the body language side of it, that's an excellent point. I personally am very conscious of that in other people too. I look more for non-verbal cues than listen to what they're saying if I think they're spinning me a yarn.
Your post almost made me forget about possible 3 am wake up calls...
Thank you very much.
I'd like to ask this then to you and anyone else that'd be interested in responding - in your experience, would you say it's better to focus on cultivating a local client base than aim for a larger global one?
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One quick item for Hannah: Local customers do not behave any differently than other customers. They tend to be less technically savvy, but that explains a higher premium. You expressed concern about having them "knock on your door" and that simply doesn't happen. After doing this for several years, we have found that local customers are extremely lucrative and loyal.
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Good to hear, HostingAmerica! I maybe over exaggerated a bit what can happen but you know what I mean.
I really do appreciate the response and you too make a great point, loyalty is a huge plus and harder to hang on to with online customers in my opinion.
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He does have a good point there. If the person knows you personally they are much more likely to stay with your service. Also, if they are local they are more likely to pay higher prices in hopes of better service.
I still say its worth the possible hassles
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I think you may well be right, SohCahToa. My feeling is that online customers are more likely to go elsewhere than local customers also because they know how to shop around online. Neither do they have to tell you face to face they're dumping you. Does anyone think that's a fair assumption or have you found it not to be the case and there's a pretty even split?
I'm getting quite absorbed in picking everyone's brains! Thank you all so much for letting me.
