Mentality is important: accept there is money in your local marketplace, take advantage of the opportunities the recession created, make decisions based on numbers and not opinions Know your numbers Leads x sales conversion = customers Customers x average transaction value x transaction frequency = revenue Revenue x margin = profit Lifetime value (LV) = profit / customers Cost Per Customer (CPC) = marketing investment / customers Cash on Cash Return (CoCR) % = LV / CPC x 100 Know where your customers come from Run competition, privileged club and continuity programs Write to woo customers’ emotions and not their logic - write and submit informative and educational articles online When everybody is your customer, nobody is Developing unique selling distinction = purple cow Customise promotions & sales for every customer - up-sell, cross-sell & down-sell