Customers develop loyalties over time for what they consider to be good reasons. Over the years customers have learned that they can rely on Whyte's Framing to deliver quality work. "The entire family is very conscious of giving the customer that which we would ourselves expect, a quality project," says Phil. "Our goal is to deliver works as good or better than expected."

Phil and the other members of his family have worked hard to meet the challenge of delivering a professional (and sometimes archival) product. "The building of a frame was simple. The task was to educate ourselves in proper handling and care of people's artwork and collectibles." 

Learning through trial and error is too slow and expensive a process when you have a business to run; the Whytes attended as many seminars, trade shows, and classes as possible, researching and learning their craft. Now they're experienced preservationists, who "can preserve your works with proper framing materials and techniques."

It is this professionalism which gave Whyte's Framing the reputation that continues to draw customers back to the shop. Whyte's draws customers from all over; Phil told me that some customers save up their framing projects all year and bring them in when they take their vacations in the Comox Valley.

Excellent customer service is another reason why customers seek out Whyte's. Hanging pictures (sometimes ones not framed by Whyte's!) for elderly or infirm clients and delivering rush (overnight or weekend) work go with the job. Phil sees word of mouth as his business' biggest asset, knowing that "a satisfied customer will tell one or two others, and a dissatisfied one will tell ten."

To run a flourishing business over the long term, then, you need to develop professionalism, the knowledge/skills needed to deliver a quality product or service, coupled with excellent customer service. This is what wins the customer loyalty you need for business longevity. Phil says that he "must be diligent in cultivating new loyalties as well as continuing to give past customers what they expect."

Next page > Diversifying to Attract New Customers > Page 1, 2, 3

Whyte's Framing is located at 1225 Lazo Road in Comox, B.C.. You can contact Phil Whyte at whytes@hotmail.com or visit his Awareness Health Corporation Web site.

Other Feature Articles

Disclaimer: The Canadian Small Business of the Month feature is provided for information purposes only. 

If you would like your business to be considered as The Canadian Small Business of The Month, email me at sbinfocanada.guide@about.com, and I'll send you a questionnaire. While completing a questionnaire is no guarantee of being featured in this series of articles, all completed questionnaires will be considered.