Ways to Establish Trust

Ways to Establish Trust

In the highly competitive small business world, it is of utmost importance to develop a level of trust between you and your clients. A strong professional relationship built on trust will bring you long term success through repeat business, loyal customers, and referrals. Here are some ways that you can improve your ability to establish trust in your professional relationships.

Be real. Most people will likely be able to sense if you are being insincere. Tap into your true desire to help people find what they need, solve a problem they have, and provide excellent service. It will be clear to others that you are a genuine person, and they will begin to trust you. Nurture that trust over time.
Be truly curious about everything. What are your clients looking for? How can you best serve them? Is there a more efficient way to conduct business that you haven’t thought of before? Become more inquisitive, and observe how other successful people operate. When your clients and colleagues see that you are always striving to improve, they will trust you as a person and as a professional. For example, a potential customer has just moved into the area and comes into your flower shop looking for an affordable option for his daughter’s wedding. He raves about the florist in his hometown and how he wishes he could still use him. Ask the prospect questions about why he loved this other florist so much and express your desire to fulfill that need. He will trust that you have his best interests in mind.
Keep personal conversations private. Separating your personal life from your professional life is a crucial part of owning your own business. Even if you have customers who are also friends, make sure that any personal conversations you have had with them stay between you. An easy way to break someone’s trust in you is to spread their personal life around town. Even if they haven’t specifically mentioned that discretion is needed, it is a good idea to err on the side of caution.
Become an expert. As the owner, you should be an expert in all things involved in your business. This includes products, industry trends, customer demands, marketing strategies, etc. Clients will trust someone they feel is knowledgeable about relevant topics and can educate them accordingly. If you owned a camera shop, and a customer came to you wanting something to get started as a beginning photographer but admits to knowing nothing about cameras, it would be your job to demonstrate your expertise. You would narrow down their choices, help them compare options, and ultimately guide them to making a wise selection. Your specialized knowledge will allow customers to trust your judgment.
Help others and always be respectful. This applies to almost every part of life, not just business. However, it often goes overlooked when people are under pressure and stressed out. Maintain a pleasant demeanor and practice appropriate social skills. Even if you come up short in other areas, it is unlikely that you’ll make a bad impression by being a genuinely nice person. Always treat others the way you would want to be treated; this includes everyone from VIP clients to mail room interns.

Establishing trust is a necessary investment to make in your business. Treat others well and always conduct yourself professionally.

How do you establish trust with your clients and colleagues? Please share your ideas below!

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4 Ways Photos Can Help You Grow Your Business

4 Ways Photos Can Help You Grow Your Business

If you’ve got a smartphone, you’ve got access to a camera, and you may enjoy sharing shots you take with your friends via social networks like Facebook and Instagram. But did you know that you can use that camera on your smartphone to help you grow your business? Here’s how:

Take pictures of yourself and other people using your product. All the words in the world about your product don’t match the power of a single picture. So take pictures of yourself or your family using your products, or ask customers to share photos of themselves using it. Have a contest where people submit photos when they see someone using your product while out and about, and offer a prize your for favorites. Then share these photos through your business presences. It’s a great way to show others that your product is used and enjoyed by many people.
Take pictures of your parties (with permission of course!) If you have meetings or parties where people can experience your products and learn more about them, take pictures! When people see how much fun your gatherings are, and how many folks are participating, it can encourage others to want to attend.
Take pictures of things you get to enjoy as a result of your business. Have you been able to take that long-awaited vacation because of your business? Do your kids get to participate in a special program or sport because of what you do? Share photos of those things, and be sure to let everyone know that your business is the reason you get to participate. It can encourage others to want to learn more.
Share photos of things unrelated to your business. Of course you want to share photos directly related to your business. But by sharing other photos, too, of things like sunsets, great meals, etc, you display your human side. Every time you share, you show up in the feeds of the people you’re connected to on your social networks. And each photo is a little reminder that you’re there, so people remember you. Then, when you share a photo related to your business, people are more likely to see it and respond.

Sharing photos as part of your marketing strategy is a great way to highlight what’s great about your business and products. It can highlight what you have to offer and connect with people when words fall short.

How do you use photos to promote your business? Please share your thoughts in the comments.

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DSEF & BBB: The Customer is Always Right – This Minute (Part 3)

DSEF & BBB: The Customer is Always Right – This Minute (Part 3)

By Lance Trebesch

Timing Is Everything

In Parts 1 and 2 of this series, we established that always-happy customers represent 1% of the average organization’s customer base. The other 99% are likely willing to flock to your competitors or slander you on their social networks the moment you fail to please them. Your window for rectifying the situation, addressing their problems, and proving your loyalty to them is small and shrinks quickly.

You have a two-fold strategy: first, identify problem areas and address or eradicate them before your customers have an unpleasant experience to begin with. Second, create mechanisms that allow you to instantly communicate with anyone who still isn’t satisfied.

Likely, you already know what areas are causing trouble in your business model. As Mark Hurd demonstrated, most of your customers are willing to pay more money for better service. Now is the time to invest in improvements:

Product Quality: Obviously, address this first. If your product or service is substandard, why are you in business? Sell something worth selling.
Website Design: Everything needs to load properly, be easy to use, and look up-to-date. If customers can’t interface with the site, you can’t sell online.
Delivery Options: Partner with a reliable company. Offer multiple options. If your product is expensive, consider whether free shipping gives you an edge.
Support Staff: You need smart, friendly people, familiar with all aspects of the business, able to deal with cranky customers, and ready to fix problems.

Most people with complaints would rather complain to someone who can help them, rather than barking randomly into space. Be available to hear problems. Go out of your way to make it easy for people to provide feedback. It’s far better if they complain to you than to a public website!

Webforms: Your website should include an easy-to-find link where customers can contact you. Any complaints should be answered immediately.
800 Number: If call volume is low, maybe you only need twelve hours of customer support a day, but for bigger business, 24-hour toll free numbers are a must.
Social Networks: Your customers are connected. Are you? Many people head for Facebook or Twitter first. Be there, waiting for them, ready to answer.
Reach Out: Don’t wait for folks to complain. Customer surveys and other direct contact soliciting feedback help you provide everyone with what they want.

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.

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What Your Team Needs

What Your Team Needs

A strong team is not only good for business, but it is also essential to overall staff morale and your own peace of mind. Each individual contributes something of value to the team as a whole, so fostering those strengths is important. Your role as a leader is to provide the tools your team needs to succeed. Here are some suggestions for doing so.

Teach practical skills. Team members obviously need specialized skills that work specifically for your business, but don’t overlook the importance of teaching practical skills. These skills allow your team to function autonomously in a variety of tasks. Skills such as time management, problem solving, organization, and delegation are all necessary to succeed no matter what industry you are in. Teach directly when necessary and always lead by example.
Teach skills instead of trying to change personality traits. If you try to change who a person is, you’ll likely spend much of your time banging your head against the wall, figuratively speaking that is. If one of your team members has a shy personality and doesn’t assert himself with clients and colleagues because of that shyness, focus on teaching him tangible ways in which he can be more assertive. Encourage him to initiate follow-up correspondence with customers, prepare a script to anticipate objections, and give a firm handshake with consistent eye contact. The person will always tend to be shy, but that doesn’t mean he can’t succeed as part of the team.
Assess improvements continually. Be on constant lookout for improvements your team makes, both large and small. This can be done through regular meetings, informal briefings, and even frequent observation, such as sitting in on a work session. By taking a proactive role in your team’s well-being, you can help steer them in the right direction or possibly help them get back on track if they are losing focus or approaching a project in an ineffective way. Nurturing a team atmosphere requires your continual awareness of what improvements are being made.
Reinforce and support their improvements. Part of your job as a leader is to build up your team and recognize their good work. Positive reinforcement is an incredibly effective confidence booster and motivator. When your team is succeeding, show them that you notice with some kind words, a pep talk, or even treating them to lunch once in a while. Your opinion matters to them, so demonstrate your willingness to help, cheer them on, and support their hard work.

Team dynamics vary from group to group, so being able to recognize what the team needs is an important skill all in itself. Lead by example and practice positive reinforcement to motivate your team to succeed.

How do you provide for your team? Please share your ideas below!

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How to Improve Face to Face Meetings

How to Improve Face to Face Meetings

In this digital age where much of our communication is electronic, etiquette for face to face meetings is becoming more and more relaxed. Stand out from the crowd by taking steps to ensure you are taken seriously and can be productive when interacting with someone in person. Many of the following suggestions also apply to virtual meetings, but they are especially important when conducting a face to face encounter.

Set a specific goal. What is your desired outcome of this meeting? Perhaps you’re there to make a sale, land a client, or brainstorm a new marketing strategy with a colleague. In an effort to make the most out of the allotted meeting time, you should always have a specific goal in mind. Furthermore, this goal, when appropriate, should be communicated to the other party. Doing so prevents misunderstandings and keeps everyone involved focused and moving forward.
Prepare an agenda or written notes. There may be a few things you want to make sure are addressed or perhaps questions that need to be answered. Take some time before the meeting begins to write down an agenda or some notes that you can easily refer to while you’re meeting. Prepared notes also facilitate a smooth transition from topic to topic instead of relying solely on your memory and risking forgetting an important talking point.
Adopt a professional appearance. You should not only be dressed appropriately, but make sure you are well-groomed and demonstrate a professional demeanor. When possible, avoid lugging your morning coffee and donuts with you into a meeting as it can be distracting to others and may even convey a lack of time management skills.
Arrive early. Whether your commute is an hour’s drive or a walk across the office to a conference room, get there early to prevent making others wait for you if unforeseen circumstances occur. A flat tire, a forgotten document, or a disruption of internet service can all hamper productivity. These occurrences may be rare, but arriving early will make you better equipped to handle the problem and keep the meeting going smoothly and seamlessly. This practice also communicates that you respect the time of the others you are meeting with, which creates a positive impression.
Practice humility, positivity, and politeness. Avoid bragging, focusing on negative people or circumstances, and other rude behavior. Be humble when discussing your accomplishments, keep a positive tone in even the most stressful of situations, and always be polite even if you aren’t receiving the same courtesy. If you possess these three qualities, you won’t give anyone a chance to say a bad word about you. A good reputation will follow you just as easily as a bad one can.
Listen with a purpose and be responsive. Just as you should have a goal set before the meeting, listen to the other person with a purpose as well. What should you take from his or her message? What is the other person looking to get from you? Part of being an effective listener is knowing how to show the other person that you are, in fact, listening. Make eye contact, take notes if appropriate, ask follow-up questions when given the opportunity, and respond when needed.
Know your product/service. You don’t want to waste your prospect’s time, or your own, for that matter. Familiarize yourself with the product or service to the point that you are an expert. Doing so will instill confidence in both the other party and yourself. You should be able to talk freely about what you have to offer, and have to refer to notes or literature as infrequently as possible.
Always follow up. No matter the outcome of the meeting, take a few minutes to follow up. Depending on the situation, a thank-you email or handwritten note will suffice. In other situations, a phone call to touch base or schedule a subsequent meeting is needed. Decide your best course of action and make it a priority to follow up promptly.

What do you find is the best way to handle face to face meetings? Please share your ideas below!

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Conversations that Increase Sales

Conversations that Increase Sales

The ultimate goal in a sales meeting is, of course, to close the deal. Depending on your individual style, there are several paths from which to choose that lead you to a final sale. By focusing on your clients’ perspective, you are giving yourself a better chance at succeeding. Here are some conversations you should be having with customers that will lead to an increased number of sales.

Discuss how your client perceives the problem. You may have your own ideas about how your product or service would serve as a solution to a problem, but the client may have a completely different perception of the problem itself. Find out what that is, and in your presentation, appeal to that need. Let’s say your client wants to simplify his financial software program. Without discussing why, you could be trying to solve a problem that doesn’t really exist. Does his current program have too many extraneous features? Does he like the features but finds the program hard to use? The more specific you can get, the better equipped you’ll be to provide a real solution.
Use simple, clear statements that appeal to your client. There really is no need for you to use overly technical language or business jargon in a sales meeting. Clients really only want to figure out if your product will be valuable enough to them to spend their hard-earned money on it. Back to the above example, the customer states that he needs the features of his financial software, but is spending too much time navigating the program. A simple statement like, “The simplicity of our software will cut your usage time in half,” is clear and appeals exactly to the client’s problem.
Establish credibility. Why should a client take the time to listen to your pitch? Why should someone consider doing business with you instead of a competitor? You need to establish yourself as someone worthy of a client’s time. Make sure you are dressed appropriately and come prepared not just with your pitch, but with smart, client-specific questions. It’s a good idea to research a prospective client so that you can open with some questions that demonstrate your expertise and genuine interest in your client’s specific needs.
Prepare for objections. Don’t let yourself be caught off guard when a client objects to closing the sale. Anticipate possible reasons for such objections so you can respond quickly and confidently. People often take comfort in knowing that others have already thought of possible issues and have taken steps to prevent them. Listen carefully to the client’s concern, ask follow-up questions if necessary, and then respond appropriately.
Always leave with a good impression. This is especially true, even if you don’t ultimately make the sale. You never know when you will be doing business with this client in the future or in what capacity. If you’ve left with a positive impression, a client may recommend you to a colleague or friend, or perhaps think of you later on when a different need arises. Even failed sales meetings are opportunities for further networking, so always conduct yourself professionally with a pleasant and sincere demeanor.

Your dialogue with clients forms the basis of your professional relationship. Knowing how to focus those conversations will help you increase your sales.

What conversations work for you? Please share your ideas below!

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DSEF & BBB: Shop Small on Small Business Saturday

DSEF & BBB: Shop Small on Small Business Saturday

After such a close U.S. election, it’s hard to imagine 93% of Americans agreeing on anything! But that’s the percentage of consumers who think it’s important to support small businesses in their community.

If you agree, now’s your chance to show it! Small Business Saturday is November 24 (sandwiched in-between Black Friday and Cyber Monday), and everyone is encouraged to shop local and support hometown businesses.

Here’s a fun infographic to show just how important small businesses are to our economy.

NOTE: Small Business Saturday is sponsored by American Express, a BBB Accredited Business and a National Partner.

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How Friends and Family Can Help You Start Your Business

How Friends and Family Can Help You Start Your Business

Starting a business with support from your loved ones can make all the difference in its ultimate success. Sure, you may be able to go it alone, but your chance of succeeding is much greater when you have the help of those who matter to you the most. The following is a list of steps that will help you gain the support of your friends and family.

Educate them about the business. If you sense some skepticism from your loved ones, it may simply be because they don’t know what exactly you’ll be doing. Talk about the industry itself and what you will be contributing to it by starting the business. What unique qualities do you have or what novel ideas have you come up with that will give you an edge over your competitors? Make sure you answer their questions as specifically as you can to not only educate them, but also to demonstrate your own expertise.
Tell them exactly what kind of help you need. Some people just need the peace of mind that their friends and family will provide them with moral support and encouragement. Others may need physical help to set up a retail space, for example. Still others may need financial help or even just some assistance spreading the word about the new business. Tell your loved ones what you need and how exactly it will help your business. It is so often the case that friends and family members want to reach out and help, but don’t know what they can do.
Put their referrals first. Did your mom refer her friend from her book club? Is your newest customer your best friend’s landlord? Make referrals that come from friends and family your top priority. Think of them as having VIP status with you; if your referrals feel appreciated and important because they “know the owner,” they will be eager to talk about your business with their friends and family, and provide you with even more referrals.
Show your appreciation for their help. Gratitude can be shown in a myriad of ways. The most important thing is to be sincere. Consider taking them out for a nice meal and making a thoughtful toast, sending them a gift basket with all their favorite goodies, or spending the time to write a handwritten note or letter telling them how much their support means to not only your business but to you personally.
Go above and beyond their expectations. Find ways, both big and small, to exceed the expectations of your friends and family members. They are the most important people in your life, so make the effort to show them in both your personal and professional life. Don’t take their support for granted; no one is obligated to help you just because of your relationship with them. Your efforts to go above and beyond will likely not go unnoticed, and you’ll feel good about doing right by those you care about.
Remember that relationships come first. Whatever you do, don’t let your business get in the way of your relationships. There may be times when you feel disappointed that someone hasn’t supported you in the way you had anticipated. Not everyone will be able to help you for a variety of reasons. Maintain the relationship regardless; your loved ones should come first in your life.

Having the support of friends and family is something we all want when it comes to big decisions, like starting a business. Be informative, unafraid to ask for help, and willing to return the favor. How do you enlist the help of your loved ones? Please share your ideas below!

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How to Make Connections

How to Make Connections

Making connections with others is an essential part of growing your business and continually moving it forward. It is in your best interests to master this skill, which involves much of what you likely do already. Tap into your social/personal side and have fun connecting with others. Many of these connections will help lay the foundation for a more definitive business relationship.

Keep the greeting short and natural. Whether you are meeting in person, on the phone, or via social media, make sure you greet him or her with a brief and natural exchange of introductions. Some make the mistake of launching into some kind of sales pitch right from the start, which is almost a surefire way to make sure the other person tunes you out. Greet the person as you would anyone else, keeping it short, to make a solid first impression.
Stay humble and approachable. You’re without a doubt a busy person, but adopt an attitude that your door is always open for others to approach you with whatever they may need. Avoid the common mistake of trying to impress others with your business owner status; you may unknowingly come across as conceited instead. A humble person is almost automatically likeable, and you’ll get much more of a response from others when they feel you will welcome their questions and concerns.
Focus on the other person, listen, and then reply naturally. Focus the conversation on the other person’s interests rather than your own. People generally respond very well to sincere attention to themselves. Carefully listen to what they are telling you and reply naturally where appropriate. A good idea is to find some common ground to help make your connection. When you do, remember to refocus the dialogue back on the other person. He or she will come away with the impression that you truly listened to them and will remember you in the future.
Be yourself. People can see through a fake demeanor, which is an immediate turnoff. Know your strengths and use them to socialize and build relationships with others in your business. It is nearly impossible to keep up appearances that are not based in reality anyway. Embracing who you are, faults and all, will only benefit you in the long run.
Find out as much as possible in the given context and time. Evaluate the situation to figure out what you can actually accomplish in your exchange. If you are running into an acquaintance at the supermarket, chances are you don’t have a ton of time to have a long conversation. However, if you are in a scheduled meeting with someone, that might be a time when you can delve a bit deeper. In any situation, find out as much as possible to help you focus your efforts in connecting with the other person.
Don’t try to sell anything or yourself. Your ultimate goal may be to acquire a new client or pitch a new product, but while making that initial connection is probably not the time to do so. Without a good sense of who you are and the knowledge that you are interested in them, people won’t want to listen to you go on about what you’re selling. Your main objective is to make that connection now, so you can have a contact later on.

Making connections can be a fun skill to practice, as it allows you to learn about others and yourself. Being yourself and listening to others are the two most important ways to do this.

How do you make connections? Please comment below with your ideas!

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Improving Your Outlook Will Improve Your Business

Improving Your Outlook Will Improve Your Business

Have you ever imagined that something in your situation is different? Perhaps while waiting outside for the train in single digit temperatures, you hold your coffee cup tight and visualize yourself on the platform in the middle of summer with the sun shining in a cloudless sky. For those few seconds or minutes, you’ve distracted your brain from the biting cold and survived your wait a bit longer.

This same concept can benefit your business. Here are some suggestions for improving your outlook in order to improve your business.

Think of everything as a gift. This includes events you host or attend and experiences you have in your business. Instead of approaching it like a job, go into it like a once-in-a-lifetime opportunity. This change in mindset will allow you to get the most out of the situation and maximize your enjoyment. For example, you’re about to meet with a potential client. Don’t think of it as another sales call; do think of it as a chance to get to know someone new, to talk about why you love your job, and to learn something from another person that you’ll eventually take with you to use in the future. You’ll find yourself feeling more cheerful and more grateful about your professional life. This positivity will rub off on those around you for a more fulfilling and successful business.
Do things that make people smile. Tap into your desire to please others and your inner sense of humor. Even the smallest things that can make someone smile can make you feel good as well. Compliment your partner’s new hair cut, or leave some snacks and a handwritten note of appreciation for your custodial staff. When you take even a little bit of time to show others you care or are thinking of them, your attitude improves and you become motivated to continue – not to mention that it makes others appreciate you as well. These positive effects on your business will be demonstrated in staff morale, increased drive to succeed, and happier customers.
Write down 3 positive things every day. Post your list somewhere in plain view, like on the refrigerator, and revisit it often. No matter what obstacles you face throughout your day, focusing on the positive is an effective way to get yourself through. Sometimes just the reminder that you shouldn’t sweat the small stuff can be enough to re-energize yourself and take on the day with determination and pride.
Consider everyone you meet a potential friend. Think of some of the important people in your life; how did you meet them? There’s no doubt a funny story about how you met your best friend or how you came to hire your valued assistant. You never know when that next experience is right around the corner. No, you won’t become friends with everyone you meet in the true sense of the word. However, by considering the possibility, you will always put 100% into every interaction with clients, prospects, and staff. Those you meet will recognize and appreciate your attitude that you are truly glad to meet them. From there, relationships can be built, which are the backbone of your business.

In what ways does your improved attitude benefit your business? Please share your comments below!