Customer Retention with Swire Ho
Play • 30 min

Born and raised in Hong Kong, Swire Ho immigrated to Los Angeles in 1996. He is a proud Chinese American who speaks Cantonese, Mandarin, and English. He trained as a sound engineer, working at recording studios and entertainment agencies before starting his own firm, Hellman Production, Inc, in 2003 in Los Angeles. Swire and his team successfully produced attractive, personalized DVD and CD cases and custom merchandise like T-shirts, earning a Score award in 2009, for small business success. His business eventually grew so popular, he decided to sell Hellman Production in 2013 to focus exclusively on the promotional product industry.

Swire is a proud SFG1 certified kettlebell instructor from #StrongFirst. He finds calmness through yoga, organic gardening, and enjoys being in nature.


Most companies underestimate the power of customer retention. However, it is a lot easier and cheaper than getting a new client. There are a few steps that you can apply to your work. The first thing you should do is to call or email your clients and ask how happy they are with your services or products and if they can give you feedback. Feedback is a key for improvement. The second thing you can do is to ask whether they can give a few names that can use your service or product. If you don’t ask, you cannot get anything.


“I'll actually go to a new area, it could be a new country, it could be a new product that we have, I will listen to the experts in the field to talk about their experience, their expertise. And then I learned from it. So, you should ask a lot of questions. Don't assume when you go to a new market, right? When you assume and when you say, oh, it works for me here, it got to work over there. It might be but then there might be a slight adjustment that needs to do”

“Some might not agree with me, I think in the West, especially in the United States, people like to be treated equally. Even if I'm the CEO and your, you know, entry-level workers, then supposedly they're equal, they could sit on the same table share the same experience. But over there in overseas, especially in Hong Kong and China, your boss and your superior, us more superior than you do.”

“The more a company can define their ideal client, the better that will be when they're trying to talk it or to engage their audiences. Once you identify the target audience, right, so you know, you're right. Ask yourself as many questions as you can, if you, let's say, if you're a new business, where you're just starting out, you have no client dream of your best client that you're going to have. Who are they? What did they do? And with the information, then you're going to ask yourself, what kind of magazines do they read? Or what kind of websites do they normally hang out with?”

“We don't spend any afterthought we don't follow up with the client. We don't have anything in the program to retain them, because it's a lot easier and a lot cheaper to have and retain a repeat customer than to get a new client.”

“The better the relationship that you have with your customer, the more potential business they're going to be willing to give it to you”


Levent Yildizgoren, the author of 'Good Business in any Language', is an award-winning entrepreneur, localisation professional, and a PRINCE2 qualified project manager.






Swire Ho now focuses on the promotional product industry after selling his company, Hellman Production. Swire is a proud SFG1 certified kettlebell instructor from #StrongFirst. He finds calmness through yoga, organic gardening, and enjoys being in nature.



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