Running a successful business means staying connected with your customers in meaningful ways, especially in today’s digital world. This is something Josh, the owner of a custom kitchen renovation business, discovered when he decided to take a more active approach to social media. His business was doing well, with a turnover of £1.8 million, but he knew there was potential to reach more customers and expand his client base.
What Josh found was that by engaging with his customers on social media, he wasn’t just creating awareness about his services; he was building relationships, trust, and ultimately, driving business growth.
The Beginning: Finding a Connection Online
Josh had always seen social media as a way to showcase his completed projects. He would regularly post photos of stunning kitchen renovations his team had completed, but it felt like a one-way street. People would occasionally like or comment on a post, but it wasn’t translating into new clients. That’s when Josh realised that he needed to take a more engaging approach.
Instead of simply posting pictures, Josh started asking his followers questions about their own renovation dreams. “What’s the one thing you’d love to change about your kitchen?” he asked. The responses flooded in, and suddenly, Josh wasn’t just talking at his audience—he was having conversations with them.
Building Trust Through Engagement
The more Josh interacted with his followers, the more they began to see him as approachable and knowledgeable. He wasn’t just a business owner promoting services; he was a helpful expert, offering advice and insights. When someone asked about the best countertop materials for family kitchens, Josh replied with a detailed comment, explaining the pros and cons of different options.
This level of engagement built trust with his audience. Customers felt like they were getting personal attention, even before hiring him for their renovation projects. Many followers started reaching out directly, asking for quotes and consultations, because they had already experienced Josh’s helpfulness online.
Creating a Community Around the Business
Josh didn’t stop at engaging with comments—he started hosting live Q&A sessions where his followers could ask him anything about kitchen renovations. This simple step transformed his social media presence into an interactive community space where people could learn and share ideas.
During one of these sessions, a follower asked about eco-friendly renovation options, which led Josh to discuss sustainable materials. This engagement sparked an idea for a new service offering eco-conscious kitchen renovations, which quickly became popular. The feedback from his followers directly influenced his business strategy, helping him tap into a growing demand.
How Engagement Translated into Growth
Within six months of ramping up his social media engagement, Josh saw a 15% increase in new client inquiries. Many of these clients mentioned that they felt connected to his business because of the valuable interactions they had with him online. By engaging consistently, Josh had built a loyal online following that not only liked his posts but also trusted him enough to hire him for their kitchen renovations.
What made this approach so powerful was that it didn’t feel like traditional marketing. Josh wasn’t pushing his services—he was sharing his expertise, listening to his audience, and building relationships. This personal, human touch made all the difference.
Applying This to Your Business
Whether you run a custom kitchen renovation business like Josh or any other type of small business, engaging with your customers on social media can have a huge impact on your growth. Here’s why it works:
It Builds Trust: When you respond to questions and offer helpful advice, your audience sees you as a reliable expert.
It Creates Loyalty: Engaging regularly makes customers feel connected to your brand, turning them into loyal advocates.
It Expands Reach: The more you engage, the more visible your business becomes as people share your posts and tag friends in comments.
It Provides Insight: Engaging with customers gives you direct insight into their needs, helping you tailor your services to meet demand.
Ready to Drive Growth with Social Media?
Josh’s experience shows that engaging with your customers online is more than just a way to increase visibility—it’s a way to drive real business growth. By building relationships, creating trust, and listening to your customers, you can turn casual followers into loyal clients.
If you’re ready to grow your business by connecting with your audience in a more meaningful way, contact Mark A Preston, Customer Growth Coach & Speaker. Mark can help you develop a strategy that leverages social media engagement to build trust and drive customer growth.
