Loyalty Is a Two-Season Sport (And We Play to Win)
By Chris Austin, President of Ardiah
Here in Maine, especially in our coastal towns, tourism drives a significant portion of our economy. From June to October, the sidewalks are full, registers ring loudly, and our communities thrive on the influx of visitors. But as the seasons change and the tourists head home, the real work begins. That work? Building and maintaining loyalty with the people who live, work, and keep our local businesses running year-round.
An article I recently read reminded me of something we’ve always known at Ardiah: exceptional customer experience isn’t just a nice-to-have—it’s everything.
Since 2008, Ardiah has proudly supported small businesses, nonprofits, and municipalities with payroll and payment solutions built on personalized service, consistency, and trust. Our client retention rate has remained remarkably high over the years, and it’s not by accident. It’s because we practice what many preach: Know your customer. Connect. Inform. Reward. Stay in touch. And maybe throw in a laugh or two along the way.
Know Your Customer
When someone chooses Ardiah, we don’t treat them like a number on an invoice. We take the time to understand their business: how it runs, what matters to them, and where they need support. Whether it’s a family-run lobster shack or a nonprofit that runs lean all winter long, our team digs in to learn the nuances that impact their bottom line.
Connect With Each Client
Great customer service starts with a connection. Every business we work with gets direct access to our team—real people who live here and care deeply about the success of our communities. We don’t rely on call centers or chatbots. If you call us, we answer. That connection builds trust, and trust builds long-term relationships.
Humor Moment: One of our clients still calls us every month just to double-check that we’re “real humans in Maine” and not robots pretending to be friendly. We take it as a compliment.
Inform and Empower
Our clients count on us to keep them informed. From changing legislation or laws that impacts payroll to payment industry updates, we take complex information and break it down so it’s easy to understand and apply. We offer recommendations that save time and money, help navigate the tricky transitions between busy and quiet seasons, and provide clarity where other providers just leave confusion.
Pro Tip: If it sounds like we’re speaking a different language, it’s probably accountant-speak. Don’t worry, we’re fluent in translating.
Reward Loyalty With Reliability
At Ardiah, we don’t believe in hidden fees or “gotchas.” We offer flat-rate payroll services with no surprise charges for quarterly tax filings or reporting assistance. We treat each client the way we’d want to be treated—with transparency, reliability, and respect. And when you’re treated well, you stay.
Fun Fact: Our longest-standing client has been with us since flip phones were cool and TikTok was just the sound a clock made.
Keep In Touch
Our relationships don’t end when we send an invoice. We reach out, we check in, and we listen. Whether it’s a quick email with a helpful reminder or a phone call to talk through a new need, our clients know we’re here for the long haul. And when they give us feedback, we use it to improve, adapt, and grow.
Humor Bonus: We’ve even been known to throw in a weather update and a dad joke. It’s Maine—you never know what you’ll get, so we try to be the most predictable part of your day.
As shopping trends and technologies change, what hasn’t changed is the need for personal, human-first service. And in a region that relies on year-round loyalty just as much as it does on seasonal spending, customer experience is the bridge that connects one season to the next.
We’re proud of the relationships we’ve built at Ardiah. They’re not just client accounts—they’re local families, business owners, and community leaders who trust us to support them. And in return, we’re committed to being the kind of partner that shows up, all year long.
Whether you’re a business getting ready for the next big wave or anchoring down for the slower tide, Ardiah is here to help. Let’s keep building something loyal, local, and lasting—with a little humor and a lot of heart.
Learn more about our payroll and payment solutions at:
https://ardiah.com
Chris Austin
President, Ardiah
About the Author: Chris Austin is passionate about supporting small businesses and is the President of Ardiah, a trusted provider of payroll, payment solutions, POS systems, and accounting. Chris and his team are dedicated to helping small businesses thrive by delivering tailored solutions and personalized support. If you have a small business support or service need, they would love to help! 207-230-4576 or email: [email protected]
