When it comes to growing a local business, there’s a lot of talk about flashy marketing. But here’s the truth: no amount of marketing will save a bad customer experience. You have to start by nailing the basics. Here's a guide to take you from creating an unforgettable customer experience to reaching full capacity—step-by-step.

1. Build a Remarkable Customer Experience

Before anything else, make sure your product or service is good enough that people want to talk about it.

• Goal: Deliver quality that drives natural referrals.

• Tip: Think: Would I rave about this if I were the customer? If not, fix it.

2. Develop a Referral & Review Program

Word of mouth can do wonders if you make it easy for people. Build a system that encourages reviews and referrals, and automate it.

• Goal: Get happy customers to spread the word.

• Tip: Use tools to send review requests automatically. The easier you make it, the more people will do it.

3. Create and Optimize Your Website for SEO

People search online first, so make sure they find you. Your website should be optimized for local SEO.

• Goal: Make sure your business shows up when locals are searching.

• Tip: Use clear, valuable content with calls to action. Make it mobile-friendly, too—no one wants to struggle on their phone.

4. Capture Every Lead with Automations

Missed leads are missed money. Set up automations to follow up with every missed call, text, or online inquiry.

• Goal: Never miss a chance to convert a lead.

• Tip: A missed-call text-back or follow-up message can keep leads engaged even if you’re unavailable.

5. Implement a Self-Booking Calendar

People want convenience. Let customers book appointments on their own terms, whenever they want.

• Goal: Reduce friction in booking.

• Tip: Use a self-booking system that integrates with your calendar. Automated confirmations and reminders mean fewer no-shows.

6. Optimize Your Google Business Profile

Get the most out of Google by regularly updating your business profile, responding to reviews, and making use of Google Posts.

• Goal: Increase your visibility and credibility on Google.

• Tip: Aim for the top spot in Google listings. A high ranking boosts your reach and reputation.

Moving from Foundations to Growth

Now that the basics are handled, it’s time to turn up the volume on your growth efforts. With the foundation in place, you can safely start pushing for more traffic, leads, and conversions.

7. Consistent Social Media Posting

Out of sight, out of mind. Keep your business top-of-mind by posting regularly across platforms.

• Goal: Build a following and keep people engaged.

• Tip: Share testimonials, value-rich content, and insights that remind people why they should care about your business.

8. Facebook and Instagram Ads: Awareness & Conversion Focused

Start with awareness ads to introduce your business, then switch to conversion-focused ads to bring in paying customers. Be prepared to test and adjust.

• Goal: Use ads strategically to grow your customer base.

• Tip: Treat initial ad spend as a learning budget. Test, adapt, and only scale what’s working.

9. Continuously Improve Until You Reach Capacity

As you grow, keep refining your systems to handle the volume. Scaling means adjusting to maintain quality.

• Goal: Improve your processes until you’re at full capacity.

• Tip: Regularly check and tweak your tactics. Quality over quantity wins in the long run.

Consistency and Smart Budgeting Drive Growth

Here’s the real deal: growth takes time and testing. You won’t nail every ad or every campaign right out of the gate, and that’s fine. Set a budget for learning, stay consistent, and don’t be afraid to pivot.

Want a roadmap to get started? Join the Local Business Growth Guide—a free community where I break down these steps in detail, answer your questions, and show you exactly what works for my clients. Ready to scale with a clear plan? Click here to join us, and let’s grow.