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Business Howto


10 Ways to Deliver Great Customer Service

It's National Customer Service Week this week, and a good time to remember that  keeping customers coming back should be your company's first priority.

Richard Shapiro is the founder and president of The Center For Client Retention and author of the forthcoming book, "The Welcomer Edge:Unlocking the Secrets to Repeat Business" (Vantage Point, 2012). He believes that it's your employees' personal relationships with customers that delivers the best customer service.

"Too many companies don't understand that while delivering excellent customer service is one of the key ingredients for repeat business, it's that special personal relationship with one customer and one associate that provides the link between customer satisfaction and customer retention," he said. "The service delivered by frontline associates must be viewed as the first step in the journey of loyalty."

Shapiro offers ten tips for retaining customers.

1. Make sure that every one of your frontline associates is capable of making a good first impression. First opinions are formed within the first 10 seconds. You never have a second opportunity to make a warm and welcoming first impression.

2. Show appreciation to your customers. Thanking customers in a meaningful and thoughtful manner on every customer/frontline encounter shows customers you care and appreciate their business.

3. Review your letters and email communications to ensure that they sound welcoming, personalized and make your customers feel important and appreciated.

4. Create a culture whereby your associates are treated as family and neighbors and they will, in turn, treat your customers the same way. Customers notice and appreciate when a company appreciates their associates.

5. Answer questions from customers by not only responding to their direct inquiry, but by providing them with additional useful information. Customers often enjoy learning more about a potential purchase than what's written on a tag or in a brochure.

6. Understand that the underlying ingredient of customer service is helping people. Make sure that every frontline associate has a history of helping people. It will almost guarantee a great customer service experience.

7. Say hello and smile.  Getting a big, warm hello can go a long way in giving a customer the feeling of "Hey, this company is really happy to see me."

8. Leverage the return counter in a retail store environment to make customers feel comfortable about returning an item and offering special attention to help them find what they need. Customers don't like making

returns. Make the return process an enjoyable and nondefensive process. Customers will really appreciate it.

9. Listen to customer comments such as, "This is the first time I used your site," "I just moved into the neighborhood," "I just happened to stop by," and take those opportunities to engage the customer to build a relationship and lifetime of loyalty.

10. Make sure you thank your employees and reward them appropriately.

Source: www.businessnewsdaily.com

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How to Make Sure Your Elevator Pitch Is Not a Downer

By Brian Anthony Hernandez

 

Think like a sniper and not a machine-gunner to successfully employ your "elevator pitch" — the story you quickly tell someone with the goal of securing a business deal, new job, connection or favor. Otherwise, the experts say, you’ll waste your opportunity and leave a bad impression.

“The thing is, if you miss with your first shot, you’ve not got any more chances. The ‘target’ takes evasive action and you've missed your chance,” said Simon Raybould, a marketing guru and director of business-consulting firm Aware Plus, based in England.

 

Knowing when to give your pitch, how long it should be, how much information is too much information: They are all key to delivering an effective elevator pitch — a term that's used because you should be able to complete it in the time it takes to complete an elevator ride.

We assembled a team of experts to help you create and dispense an elevator pitch that, with luck, will leave your listener eager to know more.

What does an elevator pitch do, and how long should it be?

An EP usually answers the question “What do you do?” or is a short story about your business, product, service or experience.

“The end goal is to set up a follow-up time to talk,” said Barbara Fuller, a professional and personal coach at Focus on You Now. “It is beneficial to build a network for your career, personally or your business.”

Some experts suggest making pitches as short as 7 seconds or as long as 90. Most recommend staying between 30 and 60 seconds, similar to quick and clever TV commercials.

What should an EP include?

Communication specialist Robyn Hatcher compares elevator pitches to her son’s baseball pitches: Just like a pitcher on the mound, business people should have several different pitches ready to throw because every listener — just like every batter — is different.

Other experts agree people need to have more than one spiel available. Time, atmosphere and, most important, the listener will influence your decision on which pitch to toss. If you’re a business person, include your name, profession, company name and description of your business’s product or service.

“As you pitch, it’s important to remember that you’re in conversation with another person, so be prepared to pause and be flexible and remember to engage them,” said Hatcher, owner of communication skills training company SpeakEtc. “How you deliver a pitch is often more important than what you say in a pitch.”

When is a good time to use an EP?

For business people, the best times to unleash a pitch are when you and your target are in captive environments such as an elevator, in line, or other places where you won't be taking the listener away from something else.

“Often the recipient doesn’t even know you are about to pitch the idea,” said John Torrens, assistant professor of entrepreneurial practice at Syracuse University.

Conferences and networking events are ideal locations, too.

“The point of the pitch is to generate enough interest from a potential investor that you get invited back to provide more details about the opportunity. It’s a first step or foot in the door toward obtaining capital to launch or grow the business.”

What are some examples of good EPs?

Effective pitches capture listeners’ imaginations and tell listeners what results you provide.

“When people ask, ‘What do you do?’ they are really asking, ‘What can you do for me?’” said Lorraine Howell, author of “Give Your Elevator Speech a Lift!” (Book Publishers Nework, 2006).

“How you answer that question determines whether the conversation continues or stops dead in its tracks. An elevator pitch is not a data dump, where you tell them everything about everything in 30 seconds or less. It's that opening tease that has your audience say, “Ooh, tell me some more about that,’ or, ‘How do you do that?’”

Howell suggests using clever ways to describe your job title and what you do. For example, massage therapists could call themselves “body detectives”; environmental engineers could reveal they “dig in the dirt for a living”; and stagers who prepare homes to sell could say they “play with houses.”

Other tips:

- Sound genuine, not rehearsed.

- Be enthusiastic and compelling, not nervous and fidgety.

- Don’t use jargon or technical words that someone outside your industry won’t understand.

- Be confident. If you’re not confident in what you’re pitching, your listener will not remember it or you.

Source: www.businessnewsdaily.com

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9 Elevator Pitches Being Used Now

By Brian Anthony Hernandez

Need some great ideas for your elevator pitch? Check out the ones heard from small businesses across the country

  • We provide pre-divorce planning services. You might think of me as a wedding planner except the focus of planning is on divorce. -- Nancy Fagan, a divorce planner for Divorce Help Clinic
  • I help leaders recognize and eliminate the drama that hampers productivity. When you have drama in your business you feel like you are shoveling coal in the boiler room instead of navigating the ship. I help leaders get out of the boiler room and back on the top deck. -- Marlene Chism, founder of Stop Workplace Drama
  • thredUP is a new online kids clothing swap community. Think ‘hand-me-downs gone viral.’ We help parents exchange boxes of outgrown kids clothes for boxes of gear that fits - all online, without leaving the house. It’s the perfect solution for busy parents looking to save time and money while also doing good by the environment. -- Karen Fein, public relations and marketing director of thredUP
  • I work with companies who want to stop losing money and be more productive by taking better care of themselves and their employees. -- Marc Tinsley, health, fitness and wellness expert with Fitness for the Rest of Us
  • BeLinker is a suite of tools that help event planners run a better, faster, cheaper and greener event. By combining four or five tools that they typically use into one easy to access software platform, BeLinker maximizes the connection between people, products and information and does so on any internet connected device. -- Brian Slawin, president of BusyEvent
  • Adventures With PawPaw is a series of children’s books about a little dog who travels to a different country in each book, introducing young children to other countries and cultures. -- Diana Scimone, author, “Adventures With PawPaw”
  • I help academics with limited practical business knowledge to take their research and get it applied in the private sector. -- Andrew Neitlich, operator of Institute for Business Growth
  • Ashima Arts tools for game developers and publishers allow them to create much more entertainment for much less money. The tools automate many of the manual-labor processes that today add millions of dollars in production costs. They allow games to be played on any platform, take full advantage of cloud computing and automatically create complex environments, weather and social interactions for a constantly-evolving player experience that is always new.” -- Todd  Dunning, chief marketing manager of Ashima Arts
  • Did you know Baskervill is the oldest architectural firm on the East Coast and was established in 1897? This type of longevity doesn’t happen by accident. Our reputation and client-focused service have enabled our continued success. We have been shaping the face of Richmond and the nation for over 113 years. Don’t let our age fool you; we don’t look or act a day over 28. Have you considered using a local architect? -- Tracey Gould, marketing director of Baskervill

Source: www.businessnewsdaily.com

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How to Create the Best Business Slogan

by Jeanette Mulvey

With all that a new business owner has on his plate, developing a good slogan or tagline may not be a top priority. But if there’s a lot of competition in your market, a good slogan could be the thing that separates you from the competition.

“Your slogan is shorthand for what you do,” explained Tom Fauls, Associate Professor of Advertising at Boston University’s College of Communication.

Fauls, who was an advertising executive before joining BU, said that when creating a slogan, it’s important to err on side of relevance rather than cleverness.

“Your slogan should express to people why they should care about your business,” he told BusinessNewsDaily. “While memorable and clever slogans are good, they are not effective if they are not relevant to what you do.”

And, while you might think that your slogan needs to be short, Fauls counters that many of the most memorable slogans have been quite lengthy, actually. “It takes a licking and keeps on ticking,” isn’t necessarily brief, but it certainly has been effective, he said.

Here are some memorable and effective slogans, both long and short, that you've probably heard:

Breakfast of champions

When you care enough to send the very best

When it absolutely, positively has to be there overnight

It takes a licking and keeps on ticking

Melts in your mouth, not in your hands

Let your fingers do the walking

Plop, plop, fizz. fizz

Have it your way

Were you able to recall the company names? That's what defines these slogans as effective.

Fauls said the trick to creating a good slogan is pinpointing what makes your business special.

“It takes a lot of work to come up with something truly special,” he said.

Even when you do come up with something you think is great, you have to make sure no one else is using it. A quick check in an Internet search engine should give you an idea.

“Be sure to Google your slogan and see how many people have already had your wonderful idea. Usually someone has,” Fauls said. Once you do come up with something you like that isn’t already being used, you should copyright your idea in your state and on federal level.

Fauls said that small businesses may find that a freelance marketing or advertising person could be of assistance in coming up with a good slogan. He recommends that business owners pay for that kind of service on a project basis (rather than hourly) to put a cap on the cost of developing a slogan or tagline up front.

Source: www.businessnewsdaily.com

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New Site Helps Small Businesses Size Up Opportunities

by Ned Smith

Many small businesses find themselves at a competitive disadvantage out of the gate because they don’t have access to the same quality business intelligence (BI) and competitor analysis that big businesses have. A new website aims to close the BI gap and level the playing field for small businesses.

SizeUp offers many of the same demographic, industry, geographic, business, transportation and cost-of-business data that large corporations use, but provides it at no cost, using powerful analytic search tools and heat maps to visualize the information. The free BI tool was a finalist in the Disrupt Battlefield competition when it launched Sept. 12 at TechCrunch Disrupt in San Francisco.

The tool is designed to give businesses the BI and competitive intelligence they need to make smarter decisions. SizeUp enables business owners to map where competitors, customers and suppliers are located and then use the map to isolate areas that have many prospective customers but few competitors.

They can benchmark their company by comparing its performance to all competitors in their industry and identify areas with the highest total or average revenue for an industry and the most underserved markets.  Entrepreneurs can also create custom demographic and business reports.

SizeUp lays out business considerations based on user input and points them to free and paid resources that can help them drill down deeper in the data and fine-tune their assumptions. It also provides spatial analysis and mapping capabilities.

"We super crunch millions of data points," SizeUp co-founder and CEO Anatalio Ubalde told BusinessNewsDaily. "One of the problems small businesses have is that even if they have the data, they might have problems making sense of it. We create powerful analytics that visualize what the data mean. Within just a few minutes a business can see how it sizes up."

SizeUp draws on hundreds of public and private data sources and covers 93 percent of businesses in the U.S. in the most common industries, Ubalde said.

"It is in our roadmap to include that other 7 percent," he said. "We're going to roll out enhancements over the coming weeks and months to add additional information and competitive analysis. It's going to become increasingly more powerful and useful."

SizeUp was created by GIS Planning, a provider of geographic information systems technology. Five core people are now working on the project, Ubalde said. The service will be monetized though payments from affiliate relationships with resource providers and by licensing its technology to complementary industries.

"Business intelligence has not made its way into small business," Ubalde said. "We're focusing on how we can level the business playing field and help small businesses decrease the rate of failure and increase the rate of success."

Source: www.businessnewsdaily.com

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