All posts tagged business tips

DSEF & BBB: Navigating New Technology – Why is This Model Better Than That One?

DSEF & BBB: Navigating New Technology – Why is This Model Better Than That One?

blue_with_website-225x30022By Howard Schwartz

I bit the bullet a few weeks ago and went shopping for a tablet. I decided my smart phone was fine for many purposes, but I was finally able to justify getting a tablet to watch videos and read articles without torturing my eyes.  The print seems to get finer as I grow older.  I don’t need my technology to constantly remind me about that.

Reading consumer reviews about the different makes and models only served to confuse me.

Online reviews were numerous but not very specific.  Customer reviews were based largely on brand preference and price – not performance.

Just when I thought I knew what I wanted, I went to a retailer to check it out, I was told “That model isn’t as good as the others.”

As I continued my research, it seemed that I was getting closer to finding the best device at the right price when tech-smart employees told me “I personally prefer the XYZ with the 10 inch screen.”  I figured I could make a decision with a few more visits to stores for the recommendations of employees who use these devices.

I have been working with computers since 1995, and realize the learning curve is constantly evolving.  However, I only started to understand which model and brand would be appropriate for me once I asked an obvious question I neglected to ask earlier: “Why do you prefer this particular device?”

The answers were revealing.   One clerk said his choice was because of brand loyalty.  Another said his store had a great price on a particular model and that’s what drove his decision.  The last one I asked showed me the difference between my two top choices and explained that one of them had a lot of storage space, but the other model’s screen was less jerky and the model was faster than the others.  He showed me and I agreed.

It’s a lot easier to choose a dessert in a restaurant.  If you ask a waiter or waitress which is their favorite, one might recommend the peanut butter cupcake because they love peanut butter.  Another might steer you towards the chocolate cake because of their love of chocolate.  However, when we as consumers tread on unfamiliar territory, it is important to understand the details of why a product or service is better, and in the case of home improvements, why one design is different than the others, and why it is best choice.

 

DSEF and the Council of Better Business Bureaus (CBBB) foster honest and responsive relationships between businesses and consumers—instilling consumer confidence and advancing a trustworthy marketplace for all.

About the Better Business Bureaus
As the leader in advancing marketplace trust, Better Business Bureau is an unbiased non-profit organization that sets and upholds high standards for fair and honest business behavior. Every year, more than 87 million consumers rely on BBB Business Reviews® and BBB Wise Giving Reports® to help them find trustworthy businesses and charities across North America. Visit www.bbb.org/us for more information.

Six Ways to Give Your Customers the Best Experience Possible

Six Ways to Give Your Customers the Best Experience Possible

Using Credit Card at RegisterYour business relies on your customers to keep it profitable and thriving. One of your top priorities should be to make sure each customer is getting the best possible experience each and every time he or she patronizes your business. It’s a good idea to interact personally with your customers on a regular basis so you can see first hand whether or not you are succeeding in this area.

    1. Write a clear statement about what your clients should expect from you. This may come in the form of a “Customer Bill of Rights” similar to what commercial airlines have created for their passengers that clearly states what each customer should expect. You might also include a basic statement in any marketing materials or other printed literature pertaining to your business. Stating expectations clearly in advance will prevent disappointment down the road.
    2. Keep track of how you have made customers happy. Perhaps you stayed past closing one day to make sure a customer could pick up his order on the way home from work. Maybe you rushed an order free of charge for a loyal customer in a jam or provided home delivery. Keep track of the extra things you do to satisfy your customers, so that you can provide concrete examples when training staff and promoting your business. Tracking such things can also lead to new ideas for improving customer service overall.
    3. Focus first on the the customer’s problem, not on your product. Each product or service you provide should be a solution to a customer’s problem. Solving problems should be your main focus. When you speak with a customer, be sure to ask specific questions to find out what the problem is and how best you can solve it. If you fail to do this and only focus on your product, the customer will feel like he or she is being “sold to” and will likely tune out.
    4. Take responsibility for everything. Even when you delegate tasks and projects to other team members, the responsibility ultimately falls on you. Make sure you keep yourself informed of all aspects of your business, whether or not you are directly involved. This goes for both successes and failures. Your customers should know that you have a personal stake in everything that goes on in your business because it holds you accountable and makes you seem trustworthy enough to deserve their loyalty.
    5. Make note of customers’ personal likes and dislikes. As you get to know your customers, make a note of personal preferences they may share with you. This will help you to more effectively tailor your customer service to their individual needs. Keep an index-card sized file box handy or keep track on your smartphone, and add to your notes regularly after seeing a customer. He or she will appreciate the individualized attention.
    6. Show your clients your appreciation for their business. Each and every customer should feel valued and appreciated by you. Sometimes a simple, “Thank you for choosing us; we look forward to seeing you again!” as a customer leaves can make a world of difference. Or send a handwritten thank you note to customers periodically. You can also get creative with how you demonstrate your appreciation by way of incentives and promotions. Find your own personal style, and make sure your customers know how you feel.

Improving customer interaction involves focusing on the customers’ needs first and holding yourself and your team accountable for the way you do business. What else would you add to our list? Please leave your comments below!

 

DSEF & BBB: Be Cool. Know About the “3 Day Cooling Off Rule”

DSEF & BBB: Be Cool. Know About the “3 Day Cooling Off Rule”

blue_with_website-225x30022By Myriam Cruz

One of the questions we often hear at BBB is how to cancel the purchase of a product or service. While there are various reasons for wanting to cancel, many consumers feel they are pressured into making a purchase or signing a contract. They often feel they don’t have all the necessary information to make an educated decision, hence the feeling of buyer’s remorse. However, the desire to cancel a purchase seems to be most often on sales made at a consumer’s home or at a location other than the company’s normal place of business. For purchases such as these, the Federal Trade Commission (FTC) has guidelines for consumers and businesses.

What Consumers Should Know

The FTC’s Cooling – Off Rule gives consumers three days to cancel purchases of $25 or more conducted at a buyer’s home – even if the salesperson is invited to make a presentation at the home, workplace or dormitory, or at facilities rented by seller on a temporary or short-term basis, such as convention centers, fairgrounds, and/or restaurants. The right to cancel for a full refund extends until midnight of the third business day after the sale and consumers do not have to give a reason for cancelling. However, there are exceptions.

Company’s Responsibility

The salesperson must tell consumers about their cancellation rights at time of sale and provide two copies of the cancellation form, along with a copy of the contract or receipt. The contract should be dated, show the name and address of the seller, and explain the right to cancel in the same language used in the sales presentation.

How to Cancel

To cancel, consumers need to sign and date a copy of the cancellation form – or a letter – and mail it to the address given for cancellation, making sure it is postmarked before midnight of the third business day after the contract date.

Upon cancellation, the seller has 10 days to:

·        Cancel and return any promissory note or negotiable instrument signed;

·        Refund all money and tell whether any product will be picked up; and

·        Return any trade-in

Within 20 days, the seller must either pick up any items left with the consumer or reimburse the consumer for mailing expenses if they agree to send back the items.

If consumers don’t make the items available to the seller and return them in good condition, they remain obligated under contract.

Handling Problems

Complaints regarding the Cooling Off Rule can be submitted online to the FTC atwww.ftccomplaintassistant.gov or by calling 1-877-FTC-HELP.

When have you experienced buyer’s remorse? What service have you had trouble cancelling?

 

DSEF and the Council of Better Business Bureaus (CBBB) foster honest and responsive relationships between businesses and consumers—instilling consumer confidence and advancing a trustworthy marketplace for all.

About the Better Business Bureaus
As the leader in advancing marketplace trust, Better Business Bureau is an unbiased non-profit organization that sets and upholds high standards for fair and honest business behavior. Every year, more than 87 million consumers rely on BBB Business Reviews® and BBB Wise Giving Reports® to help them find trustworthy businesses and charities across North America. Visit www.bbb.org/us for more information.

Four No-Cost Ways to Increase Sales

Four No-Cost Ways to Increase Sales

MP910221039[1]Increasing your sales doesn’t always have to mean spending money. Sometimes all you have to do is take a look at what is already working for you, and find ways to build on those successful elements. Here are some ways to increase your sales without spending.

1. Identify top customers and offer them more. You likely have a handful or more of customers who are loyal and spend more on a regular basis than others. Identify who these people are, and offer them more than they already get. For example, start a VIP program where top customers receive special promotions, incentives, or exclusive access to new products and services. When your top customers know how much they are appreciated, they will not only embrace that “VIP” role by patronizing your business more often, but they will want to share their positive experience with their families and friends. Remember that superior customer service can have far-reaching effects on your overall business.

 

2. Customize your sales pitch for each client.  Each client is an individual and should be treated as such. Don’t go with a generic sales pitch that every single client hears. Do some research about each person, and incorporate something personal about him or her into your pitch. When pitching your massage services to a prospective client who is a stay-at-home mom looking for an hour a week of relaxation sans children, mention that you also stayed home with your children for a few years and appreciate the hard work it entails. When pitching the same services to a young marathon runner, talk about your expertise in sports medicine and the benefits of massage on athletes. When you can relate to clients on a personal level, they will be assured that you have their best interests in mind.

 

3. Increase goals for referrals and sales will increase.  Bump up your goals for getting referrals. It doesn’t have to be a large jump, but setting the bar higher will motivate you to work harder and acquire more. Instead of shooting for 5 a week, increase your goal to 7 or 8. Make the time in your schedule to meet this new goal, and you’ll find your sales increasing steadily over time. Each time you find that you are meeting the goal on a consistent basis, consider raising it again. Your business should never run in a straight line, but should always be heading in an upward direction to maintain growth and success.

 

4. Interact personally with customers more frequently.  This may come easier in a retail business, but no matter what type of business you run, make the effort to interact with customers on a personal level as often as possible. Learn their names and one or two facts about them. People love going into a place where they feel like more than just a number. One customer of a local deli states that the moment she realized she would never take her business elsewhere was when the owner greeted her by name, asked how her daughters were, and offered her “the usual.” It’s a comforting feeling for a customer and will go a long way in acquiring loyalty and appreciation.

Find ways to improve upon what works for you, break out of your comfort zone, and always look to set the bar higher for yourself and your business.

How do you increase your sales? Please share your ideas below!

How To Negotiate Well

How To Negotiate Well

businessgrowThe art of negotiation takes a fair amount of practice and real-life experience to master. From haggling at a flea market to negotiating the price of a new car, each situation requires the same basic elements. Use our list below as a general guideline for your own business negotiations.

  • Be fair and expect a win-win solution. Without fairness on both sides of the table, any negotiation is doomed to fail. Each party must be willing to compromise something in order to gain something else. For example, when cutting a deal with a vendor, he may sacrifice his desired price in order to gain your exclusive loyalty. This becomes a win-win solution because he has acquired a long-term loyal customer, and you have procured an unbeatable cost for his services.
  • Know your bottom line. There must be a tangible point which, if reached, would end discussions. Know what this point is and be willing to walk away from the negotiation if you get there. Your bottom line may not always be a number, but rather a clause in a contract or a procurement of a certain service by vendors or employees. Decide well in advance what your bottom line actually is.
  • Do your research to know their bottom line. You may not be able to know for sure exactly what the other party’s bottom line is, but with adequate research, you may have a good idea. By anticipating what their point of no return is, you prevent the possibility of exhausting all other options before the other party leaves the negotiating table. For example, when negotiating the contract of a prospective employee, some research might tell you that at her current job, she is allowed one day a week to telecommute, and without that one day in any future position, she wouldn’t be willing to leave her current employer. Knowing this allows you to leave it on the table in all aspects of the negotiation to prevent her from walking away.

Depending on the situation, negotiating can be simple, complex, or anywhere in between. Remember to be fair, willing to compromise, and adequately prepared with information about the other party.

What tips can you share for improving your negotiating skills? Please share your ideas in the comments section below!

DSEF & BBB: Facebook Page Owners – Beware of New Phishing Scam

DSEF & BBB: Facebook Page Owners – Beware of New Phishing Scam

By Caitlin Vancas

blue_with_website-225x30022If you’re the owner or manager of a company or organization’s Facebook Page, you may be the target of a new phishing scam. Phishing emails are being sent by scammers alleging to be from “Facebook Security.”

This phishing scam attempts to trick Page owners into initiating a “Fan Page Verification Program.” Users are asked to share their Facebook Page’s URL, login credentials and create a 10-digit number as a “Transferring Code.” See a screenshot of this scam.

After providing the requested information, the scammer has been given the ability to post spam and malicious links to your Page followers. Why are Facebook Page owners being targeted? Pages usually have more followers than private users AND fans of the Page are more likely to click on posted links, trusting the source.

DSEF and the Council of Better Business Bureaus (CBBB) foster honest and responsive relationships between businesses and consumers—instilling consumer confidence and advancing a trustworthy marketplace for all.

About the Better Business Bureaus
As the leader in advancing marketplace trust, Better Business Bureau is an unbiased non-profit organization that sets and upholds high standards for fair and honest business behavior. Every year, more than 87 million consumers rely on BBB Business Reviews® and BBB Wise Giving Reports® to help them find trustworthy businesses and charities across North America. Visit www.bbb.org/us for more information.

Six Ways To Get Motivated

Six Ways To Get Motivated

Six Ways To Get Motivated from the http://dsef.org

Do you ever feel burned out or run down? The pressures of operating your own business can really take its toll, both physically and mentally. For those times when you can’t seem to muster up the drive you need to continue, here is a list of exercises for your body and brain to help you get motivated.

1.    Be a cheerleader and friendly toward everyone. By building up and encouraging others, you are also doing the same for yourself. Pay attention to the reactions of other people as you cheer for them, give them pep talks, and praise their accomplishments. Knowing you have made someone feel genuinely valued will motivate you to take your own advice.

2.    Talk to yourself in a positive way. We all know the dangers of negative self-talk, so counteract the effects by engaging in positive self-talk on a regular basis. Start your day with a mantra you’ve created or a daily motivational quote. Whenever you encounter an obstacle, be your own cheerleader to help move past it. Use your mind as a strength; don’t let it work against you.

3.    Play your favorite music and start a dance party for one. Any exercise you prefer is good for your body. Dancing around to your favorite music can free your body from the constraints of everyday life. Try doing this even once or twice a week, and you’ll begin to use this exercise as a stress reducer and a way to unload any negativity that has accumulated. Dance away!

4.    Sing out loud to your favorite song. Whether you sing into the removable shower head or your steering wheel on the way to work, crank up that song and belt it out. Choose songs that fit your current mood or help get you in a better one. Engaging with music in this way has positive effects on your brain, so don’t be afraid to sing to your heart’s content.

5.    Get a partner and work together. Research has shown that working with a partner for such activities as physical fitness or academic studying is more effective than doing so alone. Working with a partner increases accountability and therefore maintains motivation. Choose someone you trust who has similar ambitions and interests.

6.    Make a list of what you are grateful for. The act of writing these down can help you get some perspective, especially when you are having a difficult time. It’s easy to get bogged down with the normal stresses of work and life, so create a list that you regularly review or add to when you need a pick-me-up. Think of what makes you happy: your children, your home, your pet, or even that delicious meal you just ate. Reminding yourself of what’s good in your life will renew your motivation to plow through more trying times.

Try any or all of these exercises to help you get and stay motivated.

What other exercises have worked for you? Please share your ideas below!

7 Ways to Get More Customers

7 Ways to Get More Customers

7 Ways to Find New Customers from http://dsef.orgThe lifeblood of your business is your customers. You must attract them, meet their needs and keep them happy in order to build a thriving business. But how do you start the cycle? How do you find new customers for your business? Here are some ideas:

  1. Family and Friends: The best place to start looking for customers is among the people you already know. You know what your products can do, so think about how they can meet the needs of your family and friends. Reach out to them, ask them about their needs and talk about how your products can meet those needs. And also ask your family and friends for referrals. Since they already know, love and trust you, they’re more likely to refer you and your business to others.
  2. Community Groups: A great way to get to know new people who may be potential customers is to join community groups. Whether it be a town improvement committee, a local commission, or a church choir, look within your community for opportunities to serve and get to know others. This is not only a very satisfying use of your time, but it also enables you to meet people who may be interested in becoming customers of your business.
  3. Online Interest Groups: Do you love cooking? Hiking? Swimming? Find online groups on Facebook, Google, and other websites dedicated to the topics you love, and become an active member. Get to know the people there, and start conversations. Over time, you’ll learn their needs as well, and may be able to privately offer your products in conversation.
  4. Vendor Events: A great way to meet a lot of new people in a day is by joining a vendor event. Set up a table at an event with a chance to sample your product line and learn more about what you have to offer. Give people a chance to enter a drawing to win a free product in order to build your mailing list. Keep notes on the people that seem most interested in what you have to offer during the event. After the event, it’s important to follow up with the people that have left their contact information, starting with the people that have shown the most interest, and offer a discount for shopping with you the first time.
  5. Community Service: There are many opportunities to serve your community and build your business at the same time. For example, a local ice cream store periodically hosts a blood drive, and offers a free ice cream cone to all who donate. This not only creates good will in the community, it also brings more people into the store and builds the customer base, which benefits the business. Think about the needs in your community, and sponsor drives to meet those needs.
  6. Facebook Advertising: Facebook Ads enable you to target specific demographics who may be most interested in what you have to offer, and they don’t have to cost a lot. Set up a specific landing tab on your Facebook Page where people can fill out a form to get more information about your business (thus building your mailing list…a tool like Pagemodo will enable you to do this) and direct your ads to the landing tab. Just be sure to keep it brief, and be sure that your landing tab has only one conversion objective. Have a series of ads, and change them up regularly. This can be a great way to find new people who may have an interest in your business.
  7. Sponsorship: A scrapbooking consultant annually sponsors her son’s Little League team. Her business is proudly displayed across the backs of each of the young players during games, parades and other Little League Events, in the Little League schedule when people check to see who they’re playing, and on the Little League website. For an entire season, her business gets visibility through her sponsorship. And she’s visible at those events, so people who are interested can purchase supplies and get more information about her business. Sponsoring teams, races, and other community events can be a great way to build visibility for your business along with goodwill, and help you find more customers for your business.

In order to find more customers, you have to get out there and be active in the community you serve. You’ll find that there are a constant stream of new people, the more involved that you get. Which one of these will you use today? What can you add to our list? We’d love to read your thoughts in the comments below.

6 People Skills You Need to Succeed

6 People Skills You Need to Succeed

Six People Skills You Need to Succeed from the http://dsef.orgThere are many people who are good at what they do, but there are always a few who are exceptionally successful. Often, these individuals are highly successful because they also possess excellent people skills. The good news is that we can learn these skills and make them work for us too. Here are six people skills that will help you succeed:

  1. Learn to be calm and to think clearly. Have you ever seen a mother helping her child who just fell off a bicycle? She is calm and collected. It seems like she has practiced this moment hundreds of times and knows exactly what to do. In life and in business people who can stay calm, think clearly, and act quickly are better able to evaluate the situation and react successfully.
  2. Acquire knowledge and build self-confidence.  Have you ever heard the saying “knowledge is power”? Obtaining knowledge and then using it builds confidence in yourself and in your peers. People want to be around someone who is confident and has a proven record of success.
  3. Develop communication skills and apply them. The key to being a great communicator is being a great listener. Take the time to really listen to people and think about what they have to say before responding. When you genuinely value people’s feelings and ideas, they will reciprocate and feel that they can trust you.
  4. Develop a never give up mentality. There are many stories of people who ultimately became successful simply because they never gave up. People like Thomas Edison, who gave it a thousand tries before developing a working light bulb. His comment on his failures was that he successfully found 999 ways that a light bulb would not work. You must develop the same attitude, even if do not really believe it in the beginning. Practice this attitude until it becomes a part of your own beliefs.
  5. Acquire a win – win attitude. We live in a very competitive society. There is almost always a winner and a loser. But this does not have to be. Especially, when it comes to business, you do not want your customers to feel that you sold them something they did not want. You want them to feel that they purchased a great product/service at a great value and that you helped them. Focus on converting every situations into a win – win for everyone involved and success will be the by-product.
  6. Develop great networking skills and a network of supporters. Find out where your target market is and get involved with their dreams, needs and concerns. Learn how to talk to people and make them feel comfortable. Build relationships based on mutual respect, caring and benefit. The larger your network is, the greater your influence and success.

Most successful people possess all or some of these skills. For some of them these skills came naturally, but for most of them it was learned. Develop and apply these skills to help you succeed in your endeavors. What do you think? Did we leave any people skills out? Please share your thoughts and experiences with us in the comment below.

Five Areas of Focus to Generate Sales

Five Areas of Focus to Generate Sales

MP900443105[1]There are many factors that go into the amount of sales you may generate in a given day, week, or month. Sometimes the difference between falling short of your goals and exceeding them is focusing your efforts in the right place. Here are five things to focus on that can help you generate sales:

Focus on:

  1. People. Remember that you are in the people business, so focusing on the individual can greatly increase your chances of closing the deal. Figure out the person’s need or problem to be solved, reasons for hesitation, knowledge of the product or service, etc. Furthermore, remember that these vary widely from person to person. Listen carefully. Get a feel for what makes the person comfortable, and demonstrate your genuine desire to help. Being able to read people quickly takes practice, but will take you a long way on your path to success.
  2. Results rather than effort. You may feel that because you have put in a certain number of hours or a certain amount of heart, that you are doing all the right things to generate sales. However, if your results are less than you’d hoped, all that effort may not be contributing to your success. If something isn’t working, look for different things you can try, and keep adjusting. Keep your results in mind to maintain motivation and continue moving forward.
  3. Creativity. Although you may have a lot of competition in your business, there is only one you. Tap into your individuality to spark some creativity. Don’t be afraid to take more risks because playing it safe all the time may prevent you from learning and growing. For example, the owner of a dancewear shop has an extensive dance and singing background, which she incorporates into her business from time to time. During her slower times of year, she promotes certain items and puts them on special. Any time a customer purchases one such item, he or she is treated to a 30-second serenade by the staff. This seemingly silly practice has gotten the shop lots of attention and even more foot traffic.
  4. Excellence and wowing your clients. A disgruntled client is usually one who won’t return. Make sure you put a great deal of focus on excellence and impressing your clients with your attention to their wants and needs as well as your ability to anticipate and extinguish any problems before they arise. Impressing your clients will keep them loyal and motivate them to recommend you to others.
  5. Asking for the sale. So many people forget this all-important part of selling. You may have a whole strategy in place for making a prospective customer say yes, but none of that will matter if you don’t come out and ask for what you want. If nothing else, posing this obvious question will allow the customer to explain why he or she is saying no. Since each “no” can help you find a yes, don’t pass up the opportunity to hear it. And as is often the case, the customer wants to say yes, but won’t initiate that part of the conversation himself. It’s up to you to get it.

Ultimately, your main focus point should be the prospective customer. Incorporating these points, combined with improving your people skills, can have a profound effect on the sales you generate.

What would you add to our list? Please share your ideas below!