3 Rules for Dealing with Unsatisfied Customers:

People are people. And they come standard with emotions and egos. There’s no indictment here about you or your business. Even with the best service or most reliable product, there will be complaints. This isn’t always your fault. As an entity, business tries its best to be impartial, leaving emotion out of it altogether. But the old adage, “It’s not personal, it’s business,” works only in a cutthroat environment, which doesn’t apply in most business scenarios (at least you better hope not. We’ve seen the movies.) Sometimes, customers will become upset, unhappy, or downright resentful of you or your product. Here are 4 rules you should follow to quell your customers’ uneasy feelings and return them to a state of satisfaction.

Rule #1 – Adjust Your Attitude…

This can sometimes be difficult. After all, you, too, come standard with emotions and an ego. You are a hard worker who takes each customer seriously, so it might be difficult to imagine why a customer has issues with you or your product or service. Don’t allow this to make you resentful of your customer. Never respond with, “You don’t have a problem, everything is A-OK as I see it.” It will undoubtedly become a vicious circle of blame and ego in which everyone loses. The customer will generally be upset with some aspect of your product or service, but not with you. Instead of incredulity, use the adversity as an opportunity to showcase how much the customer means to you and to your business. Often times, angry customers just want to be heard. If they see that you’re working hard to solve the problem, they will calm down and the two of you can focus on a reaching a resolution.

Rule #2 – Always Take Responsibility…

Along with making sure you’re addressing any negative client issues with the right attitude, never, ever, even with a hint of innocence or bewildering shock, make excuses for allowing your customer or client to be unsatisfied. They simply don’t want to hear, nor should they have to. They are the customer. They are buying from you—from your company—to fulfill a specific need. It isn’t their problem that your car broke down or your worst employee messed up the ordering or you tripped in your front lawn, kind of hurting your leg… Solve the problem, apologize for any inconvenience, and spare the details.

Rule #3 – Open and Honest Communication…

When working with a client or customer who is unsatisfied with your work, the probability of him or her just coming out and saying how they truly feel is rare. They’re likely to mask their true feelings, wait until you’re gone, and tell everyone else they know how bad your service is. By encouraging your client or customer to always be open with their feelings and thoughts, good or bad, you’re promoting a healthy environment of trust which will lead to heightened productivity. Establish this practice up front and put effort into maintaining the openness. Try to minimize the periods of “unsatisfied” as best you can by requiring open communication. Remember communication is a two-way street. Listening, learning and taking action to solve the problem saves your customer and your business.

Finally, don’t make the mistake of thinking that because you solved one problem for one customer that your job of being an excellent business owner and problem-solving extraordinaire is finished. Learn from these mistakes. Use each complaint or unsatisfied customer as reference for how to conduct future business with that specific customer, and every other customer you come in contact with. It’s the nature of the beast, plain and simple. Some customers or clients are going to have problems. Accept it as a truth and never quit learning how to make your business better by making each customer as happy with your product or service as can be. When dealing with a dissatisfied customer write down some quick notes. What they were upset about and how did you handled it? Use these notes as reference for the future to see these problems don’t happen again and build your business even stronger.

FREE Marketing!!

5 Strategies to Promote Your Business

It’s always a good idea to devote part of your business’ budget to marketing and advertising. Maybe you pay monthly for a billboard ad. Or you have a long-running ad in your local newspaper. But that can get costly. Wouldn’t you rather save your money and still gain customers? Yes. Even if you have the budget to do high-ticket advertising you need to constantly consider other methods of cost-effective marketing. Here are 5 inexpensive approaches to promote your business and strengthen your reputation as a good community member.

adapted from Susan Ward via Small Business: Canada

1. Use All Outbound Materials as Promotion.

How many times have you walked past someone carrying a delicious smelling pizza? You always look at the box, don’t you? If that pizzeria is smart, they paid a little extra to put their name and phone number on the box. They need the boxes anyway, and now their name is in your brain. And now you’re hungry. Who do you call….?

Same goes for business.

As a business owner, you understand exactly the magnitude of paper that comes in and goes out of your office. While keeping up with bill payments, chamber of commerce relations, or community functions, you might be forgetting that every piece of paper that goes out can serve as an advertisement, even if it doesn’t seem like it. Business stationery is a cheap way to get your business out to the public, or, at the very least, the receiver of your letter. It doesn’t have to be overt to stick in that letter opener’s mind. Also, if you don’t have a logo or slogan, consider getting one and putting it on customized envelopes. There is an initial cost, but every time someone sees your business’ name or logo, they are now more likely to remember it.

Same goes for electronic messages like email. Be sure to put a full signature at the end of each email you send including your name, your business’ name, address, web site and phone number. Just by glancing at your name and business, next time that person is in need of the product you provide, chances are your business is first to come to mind.

2. Write and Issue Press Releases.

Another great (and almost free) way to get your business into the public spotlight is to write press releases about your business. The key to writing a good press release is to have some newsworthy information to share with your community. By doing so, you’re promoting your business and delivering news about, say, expanding your store space, extending your hours of operation, or even if you’re going to start selling a new product. These are all ways of informing and advertising.

If your local newspaper doesn’t accept your press release, always remember that the internet has many other avenues to reach your market, i.e., online business forums, your own website. Think of these press releases as a way to showcase your business, but also a way to show the public that you are committed to the public’s needs. (If you’re worried about how well you write, there are always plenty of freelance writers/editors who will do great work for a modest fee.)

3. You Must Take Advantage of the Internet.

It is scary; but only at first.

Facebook, Twitter, and Tumblr are all free social media platforms that you can use to promote your business. For example, if you know Wednesday is your slowest day of the week, by hopping on the internet for 15 minutes, you can advertise a special “Wednesday” sale or promotion. Your followers and loyal customers will be more likely to take part in your sale or promotion because they feel like they are part of a club, which, in some ways, they are. If you are going to stay open on Columbus Day, say, this is an effective way to get that information out to the public in a quick, non-intrusive way. It may take some time to build up a following on these social media websites, but perhaps you can add your Twitter handle on your outgoing correspondence. Maybe one of your very first press releases is about your new presence on such social media sites.

4. Cross-Promote with Other Businesses in Town.

Working with other businesses as a way to promote your own business is a perfect way to expand your following, but to also show a sense of community collaboration. If you own a bookstore, try collaborating with a nearby coffee shop. You can use sale promotions this way that will benefit your bookstore and the coffee shop. For example, the coffee shop could run a promotion saying, “Show us your Book Emporium receipt and your first coffee refill is FREE!” Now loyal customers from that coffee shop know about your bookstore and are more likely to stop by on their way to get some coffee.

5. Don’t Be Afraid of Freebies.

As long as you don’t get carried away, the word FREE can be a very useful promotional tool. Everyone likes the sound of getting something for nothing. To build a following that will potentially lead to more loyal customers, offer the first 50 customers a free item of your choosing. Again, as long as you’re not handing over the keys to front door, you will spend a small amount of money to get people interested in finding out more about what you have to offer. You can even use the free item you choose as promotional tool that, while is free up front, turns into an ad once it leaves your business. Now everyone sees your name on the free t-shirt or hat you just gave away to a now loyal follower.

How Do You Know It’s Time to Fire?

I tell my clients “hire slow….fire fast”. Firing someone is almost always gut-wrenching. Not just for the person getting the ax, but for you, too. Especially if you’ve just been through a painstaking hiring process (perhaps you need to work on the hiring system, but that’s another story). There are times when a team member is fired for legal reasons like theft.  Sometimes there are other, subtler signs that a certain team member is not the right match for your business and its culture. So many times we miss the signs or even worse ignore them because of the pending pain they bring. Here are 5 warning signs to watch out for with your team.

If the team member is…

1. Not Performing Up to Par

Firing a team member doesn’t always have to stem from an team member’s attitude problem or an immoral transgression. Lack of productivity is one major sign that a team member is not the right fit for the position. I put this at the top of the list because as a business owner, you must regularly monitor the productivity of each team member. This has nothing to do with the team member’s attitude or personality; rather it’s all about being sure you’re not wasting time and money having a team member who isn’t doing his job efficiently and economically. One thing to watch for: is the team member constantly seeking your help or the help of other team members? Especially after the allotted training period has elapsed.  Unfortunately, sometimes people are not cut out for certain jobs. Part ways quickly if this is the case.

2. Not Willing or Able to Adapt.

I tell clients “if your business isn’t growing… it’s dying”. As the business owner you must always be looking to the future and working toward making your business more profitable and sustainable. With growth comes a need to change and adapt. If you have team members who are not capable of growing with the business, then you must either let them go and find new team members who are up to the task, or spend more of your own time helping them adapt. This is one problem that requires judgment. Don’t misunderstand. As you grow, you will have to set up systems in which your team members are trained and allowed to grow. But after this “growth period” of training and adjustment, be wary of any team member who is still set in or revert to the old ways. These team members serve only as an anchor, many times resisting expansion. What to look for: is a certain team member showing signs of resentment when you introduce a new procedure or new addition to the business? Does she constantly remark how much better the old system was? Again, use your judgment with team members who are not willing or able to adapt. But beware of the damage an anchor can do to a ship if that ship is trying to leave the harbor. The same is true in your business.

3. Not Fitting into the Business Culture.

You don’t want a “staff”. You want a “team”.

Imagine you are the coach of a hockey team. Your center is a lightning fast skater. Your wings are geared up, ready to score goals, and your defenders are warmed up, prepared to keep any opponent away from the goal. Now imagine your goalie standing on the ice with no skates, dribbling a basketball. Extreme? Yes. But the point remains. You need a team that is always playing the same game with the same goals. That goalie might be the next starting point guard for the Cavaliers, but not the goaltender for the Blue Jackets. This is all to say that if you start seeing behavior that doesn’t put the business’ goals first, then that team member isn’t the right fit. You should first talk to the team member in question and be sure he isn’t misguided about the position’s expectations. Use your judgment to decide whether the team member has a different outlook than the rest of the team. What to look for: ask your other team members, or if you have a manager, consult with her to see if the team member is fitting in and functioning as a working member of the team.

4. Having Problems with Customers and/or Vendors.

Your team members often are the face of your business. Customer service is always the #1 priority and your team must uphold excellence in this matter. If you begin receiving complaints about a certain team member who is being rude or unhelpful, then it is time to considering replacing that team member with someone who is focused on the customers. Same goes with the vendors who bring the products to your business. Monitor all of your team members’ interactions with customers and vendors the best you can, and do not let any problem-causing team members hurt your business and your business’ reputation. There is absolutely no room for any team members to be causing problems. What to look for: customer complaints, complaints from other team members.

5. Lacking Integrity and Pride.

You must establish a level of integrity that each of your team members maintains. It’s part of your company culture. If you begin noticing an team member who is operating on the fringe, then the integrity of the whole team and your whole company for that matter is at risk. This is different than Sign #4 because the team member might be quite nice to the other team members and customers, but just as with Sign #3, if the team member doesn’t show pride in his work, then she might not be the right fit for the team. As your company’s leader you can prevent this from happening by being attentive and helping your team stay motivated by instituting certain incentives or rewards for excellence. Don’t hesitate to fire a team member who clearly doesn’t want to be working for you. There will always be plenty of candidates who would love a chance to grow with you and your business.

Remember: time is our most valuable asset. Don’t waste anyone’s time by keeping someone who isn’t fulfilling the duties which you hired him or her for.

Clientele is the one common denominator that all businesses depend on in order to become and remain successful. Through advertising, word of mouth and pounding the pavement, many businesses rise from the bottom to the top of the industry. But there are many small and cost efficient things that businesses can do in order to save money and time in all of the above fields.

The first thing that a business can to is invest in some stationary that is personalized specifically for that company. Sending out invoices, reminders, invitations, discounts and many other notices on stationary that has all of the information on hand is a sure fire way to have a customer calling your company as opposed to the first company that appears in the phone book.

The next thing a business can do for its customers is create a website that is aesthetically pleasing to the eyes and easy to navigate. There is nothing worse than looking for a business online and finding nothing. Today’s world is based on technology, and for a business to not have a webpage is like setting itself up for failure. The next worse thing would be getting to a business website and not being able to find anything because the site is too confusing and jumbled. Make sure the words flow, the colors are good and the navigation is simple.

Next, think of every place a customer comes into contact with you.  Are your invoices branded or bland?  Does your voice mail sound professional or like a personal cell phone voice mail?  Does your business card scream homemade or high end?

There are many cost efficient and easy ways that a company can improve on a day to day basis. Ensuring that the customers and the business have a stable and sturdy means of communication is fundamental when trying to rise above the competitor.

The latest buzz words about employment practices are “Hire Slow, Fire Fast.” This is the modern day equivalent of the proverb, “Measure twice, cut once.” Essentially, this is a pretty good rule of thumb for any business. Even Internet start-ups would do well to think about this axiom. Although competition is fierce, it pays to do your homework and vet prospective employees. Just as a carpenter saves time, money, and lumber by taking a little bit of extra time before cutting the wood, an employer will save time, money, and headaches down the road by taking a little extra time in the hiring process.

Why? If you take just a little bit more time to hire someone, you are far more likely to hire the right person for the job; someone who not only has the qualifications needed for the position, but someone who is compatible with you and the rest of your employees. Thorough vetting is an employer’s way of measuring twice.  You also do not want to add to your payroll until you absolutely have to.

While it is true that using the hiring slow principle may not net you the ideal employee, the odds are still in your favor of hiring a solid, long-term employee who will fit well into your organization. Another advantage of taking some extra time in the hiring process is that in the long run, you will save time. Hiring someone who is the wrong fit, or whose qualifications aren’t quite up to snuff, will cost you time and money. You’ll have to go through the added paperwork (and angst) of firing the new hire and repeat the entire hiring process in order to find a replacement.

The other part of the equation, firing fast, is equally important. As brutal as it may sound, it is to everyone’s advantage to dismiss an employee quickly if his or her performance is subpar. An employee’s poor work performance affects your bottom line and the morale of your other workers. Unfortunately, even though it is strongly advisable to fire fast, you do have to consider any and all complications that may arise in firing someone. That’s why the hiring slow rule is so important; it greatly reduces the odds that you will have to fire the person for any reason.

3 Guidelines for Hiring the Right Team Member

The process of hiring new team members cannot be handled lightly. Doing it poorly will cost you time and money. It’s expensive to find, train and test new team members. Not to mention, when you hire a new team member, you’re putting your own integrity and success in the balance. You’re bringing a new person into the business you have worked tirelessly to build, maintain, and make a living. You want to find team members you trust. What’s more is that you want to find someone who fits into your business’ culture and who will grow with the business. This clearly takes a hiring system to do it right. These 3 things to consider including in your system to be sure you’re getting what your business needs.

1. Don’t Oversell.

As a business owner, sometimes it’s easy to overstate the job descriptions for open positions. You have spent so much time and energy developing your business that likely, you, too, have done many of the same tasks you’re looking to hire for. You love your business and you want everyone to love it, too. But don’t feel the need to hyperbolize the day-to-day duties when you’re looking to fill an open position. Be honest about the responsibilities and have a clear position description of exactly what you’re looking for. Don’t get bogged down trying to show how many perks there are. Rather, clearly state the job’s responsibilities and tell the candidate exactly what he or she can expect. Of course there is nothing wrong with being up front about the perks, but that conversation can wait until after the prospective hire is interested in the job itself, and all the responsibilities that go with along with it.

2. Take Your Time.

When you’re looking for a new team member, you’re not doing yourself, your business, or your other team members any favors by rushing to fill an open position. Making an unsuccessful hire will result in a squandering of two things you can’t afford to waste—time and money. Do thorough background checks and prescreen each candidate before they even come in to interview. Try to have an understanding of the candidate’s skills and experience so when you do have a face-to-face interview, you can focus on the candidate’s attitude and personality.

3. Ask Meaningful Questions.

You’ve done your homework and now you’ve invited three candidates for an interview. You’ve already narrowed the candidate pool by eliminating candidates who don’t meet the required skills and experience, so now it’s time to discover what person (not candidate) will be a useful addition to your business. Of course there are standard interview questions, and they can prove to be effective. But take some time to develop tailored questions based on his or her resume. Since you’re the most familiar with what job they will be doing, use the interview to question them about how their skills and past experiences will help him or her handle certain situations that might arise in your business. You’ve taken measures to clearly define the job’s responsibilities and you’ve slowed down the hiring process to ensure only the most viable of candidates are considered. There’s nothing wrong with getting specific about what your business is all about and certain obstacles they might come across. Listen and learn, too. If you’re doing all the talking, though, you’re missing out on an amazing opportunity to lay groundwork for open and honest communication. Ask meaningful questions, but listen carefully to the answers.

Starting your own business can be an arduous process.  Many barriers and a high potential for failure exist. But the rewards can be great.  Here are some entrepreneurial thoughts to consider…

See Problems….Solve Them…

One of the most common ways of finding and developing a business idea is identifying a problem and to solving it. If you are able to see a need for a particular product within a particular target market, you can begin the implementation process to determine the potential success if pursued. From the beginning you must have enthusiasm, passion and be committed to your business idea. A business’s success is found in the vision and commitment of its creator A strong, believable vision often leads to proper implementation and a higher success rate

Once you have your business idea and are committed to its implementation you must identify your target market. Select a small section of the potential target market and test your business idea. Next follow up with feedback from the test market, which allows you to gauge the market potential and whether or not your business idea is worth pursuing. It is important to note that as you develop your idea that you must be open to change and alterations and understand the buyers perspective.

Entrepreneurship is tough and has a high degree of failure. The truth is a majority of small businesses fail within the first two years. So it’s important to have a solid vision and pursue your ideas with “flexible” enthusiasm that leads to best possible opportunity for success.

5 Tips for Soon-to-Be Sales Geniuses

It’s all very simple. You’re a sales representative. Maybe you’re a rookie who is establishing your voice, or a veteran stuck in a rut with numbers doing very little to impress or your boss or your company. That’s OK. I’ve, with the help of some sales experts put together a list of what I think to be 5 most important rules that all sales representatives, from all experiences and backgrounds, should remember and—most importantly—implement into their daily sales calls.

1. Comport yourself with great pride and confidence…

In the sales world, it’s not a sin to be confident of yourself and your product. Remember: the company’s headquarters is where the product is made, but without you and your daily diligence, the product may never reach the consumer. What good is that for anybody? So feel good about it and be knowledgeable. Be charming, but not smarmy. And be proud of your product because the more confident you are, the more comfortable the buyer will be.

(adapted from Barry Farber via http://www.entrepreneur.com/salestips/)

2. Visualize success.

Professional athletes visualize their next shot or next swing all the time. And while I know I don’t need to debate the differences between pro athletes and sales representatives, there is a lot to be gained from visualizing your day, your week, or even your next sales call. By creating a clear image of where you want to go and the goals you hope to achieve, you’re in a sense tricking your brain (and body) into what business writer Barry Farber calls creating your own luck. But it isn’t luck. It’s a way of programming yourself to be the person in that crystal clear image in your mind’s eye. Go ahead, be who you want to be. Be who you know you can be.

(adapted from Barry Farber via http://www.entrepreneur.com/salestips/)

3. Use testimonials. 

If social media has proven anything, it’s that word of mouth hasn’t gone anywhere. In fact, word of mouth may be even stronger today than 25 years ago. Be prepared: sometimes a potential buyer will be skeptical of your product. Sometimes, even if you’re confident in yourself and the product, and your visualization is set to “success,” you may still need to prove your product’s worth and long term benefit. What better way to sell a product than to show the results? Tell stories about your other businesses whose numbers have soared since buying your product. Get positive quotes from individual customers. Use the hard work you’ve already done to educate a potential buyer about the rewards your product has to offer. Show your product’s value.

(adapted from Bob Bly via http://www.entrepreneur.com/article/51268-5)

4. Learn to listen.

Everyone knows that sales is a business of people. So, you’ve developed a pitch. You’re confident, you know what your goals are, and you’ve got an arsenal of dazzling product reviews. You’re giving your presentation and you’re really quite brilliant. And at the end, they decide not to buy. Why not? Great sales pitches get the potential buyer interested, but what’s often times missing in a great sales presentation is what the potential buyer wants to say. They want to have a conversation about how your product can help them. Don’t bore potential buyers buy talking the whole time you’re with them. According to Linda Richardson, “You should be listening at least 50 percent of the time.” Take notes. Observe your prospect’s body language. Concentrate as much on selling as on what the customer wants.

(adapted from Linda Richardson via http://www.entrepreneur.com/article/51268-3)

5. Follow up.

Chances are, in Sales Theory 101, you learned about how valuable following up with customers and potential buyers is. Sending a quick thank-you note or making a phone call, even for a few minutes, shows you’re paying attention to the customer, that you value their business. There’s also nothing wrong with being sure a prospect who is close to buying knows you’re always available to attend to their needs. Demonstrating your attentiveness will keep your name and product fresh in the prospect’s mind. And next time you talk, they’ll remember how devoted you were when they were still a ‘prospect.’ Remember: your job isn’t done when the sale is made. Make the buyer comfortable by knowing you’re always there to help.

(adapted from Linda Richardson via http://www.entrepreneur.com/article/51268-3)

4 Time Management Tips to Maximize Your Productivity:

As a business owner, time is always your most valuable asset. Instead of thinking of time as parameter, something that’s counting down until the day is over and you’re “done,” think about time as opportunity. Learn to use time wisely and you’ll likely notice a surge in productivity. Here are 4 guidelines I’ve found to be most helpful when managing my own time.

1.  Organize your schedule.

It’s a no-brainer. Doesn’t every business have a schedule? Isn’t that how workdays…well, work? Yes. And yes. But it’s up to you to dictate how that schedule gets made. At the beginning of each workday, take 20-30 minutes and plan out every part of your day—do you have any appointments? Are you prepared for these appointments? What phone calls, or emails, need to be attended to?  Etc. What you’ll notice by doing this is how much time you actually have throughout the day. Do you notice any slack in the schedule? Are you wasting time by simply waiting around for an appointment or phone call, when you could be using that time for something more productive? There’s nothing wrong with taking some down time, but do your best to plan that, too. Get into the habit of mapping out every single day. Take control of the clock.

2. Delegate.

“If you want it done right, do it yourself,” doesn’t always apply in business. As you probably know, most businesses are built on the principle of delegation, of separating tasks, of accomplishing more as a team rather than just one person. Whenever you can, assign tasks to employees to complete so you can take on tasks that only you can complete. As you make your schedule each morning, figure out what tasks are able to be completed by a trusted employee or partner and allow them to focus on those tasks while you focus on your own. Remember: Just because you’re the boss doesn’t mean you need to be a hero. Learn to delegate and soon you’ll see how your business begins to function like a finely crafted car. Everyone does their job and you all move forward.

A Quick Note for Sole Business Owners: If you don’t have any employees, then delegate with yourself. Divide tasks into parts and complete each part separately, ultimately leading to conquering the whole task. It’s easier to bite off chunks rather than adding stress by thinking you need to take on the whole.

3. ALWAYS Set Deadlines.

ALWAYS set deadlines. There, I said it again. The reason I’m putting so much emphasis on deadlines is that without deadlines, the mind is prone to procrastinate. And if we’ve learned anything as business owners, its’ that procrastination is what ultimately kills productivity. So, you have a task to do but no real time frame in which it needs to be completed? Well, then why do it right away? Your commitment to the task hasn’t been established with a deadline so other activities, however small or distracting, are able to creep into your day. Set deadlines, but be realistic. Deadlines are not punishments, they are meant to keep your time properly managed. You can set these deadlines in your morning schedule and as you delegate tasks, use deadlines to keep your employees on track. And don’t feel the need to reprimand yourself if you don’t meet your own deadlines. At first, what’s most important is that you set a deadline and you worked as hard as you could to meet it and didn’t give up. Business isn’t always perfect, but deadlines will act as guides for how to navigate your time throughout the day.

4. Avoid Multi-Tasking.

Multi-tasking is a myth! For example: you have your phone to your ear, one hand on the steering wheel, iPod in your other hand, coffee in between your legs—and you’re tired. You’re driving, talking, figuring out what song you want to listen to, and trying to figure out the most optimal time to take a sip of coffee. Which task are you paying attention to the most? The answer is none of them. In this scenario, you’re giving each task 25% of your attention. That’s right… basically an accident waiting to happen. You’re driving a car with only one-quarter of your attention. The other three-quarters, then, are being used for menial tasks that can either wait for a better time or are unneeded altogether. I’m not saying multi-tasking is always life threatening, but I want you to think about my analogy when you have multiple tasks per day. Many business owners think that by juggling many tasks at once, they are achieving more and using their time even better than by just doing one measly task at a time. As discussed in #3, it’s best to start and complete one job at a time to be sure you’re full attention is being used to meet your deadline. You’ll also see that by moving from one task to another until each one is completed will actually improve your day’s productivity. Your daily schedule should be organized in such a way to preclude any need for multi-tasking.