Customer Service Checklist

Customer Service Checklist

As a small business owner, providing excellent customer service should be one of your cornerstones. The personal touch you provide is one of the main reasons why people will choose you over larger stores and corporations. The list below provides tips for providing an outstanding customer service experience every time. How well does your business measure up?

Focus on the positive. Having an optimistic point of view can go a long way. Your sunny disposition will rub off on customers. You of course want to be genuine, but make the effort to put a positive spin on any situation. For example, a customer may say that she just doesn’t know where to start in improving her look with makeup. The salesperson replies, “Why don’t we start by working on those dark circles under your eyes?” This could make the customer feel self-conscious, and she leaves hurt, angry, and in search of a different business. The salesperson should have taken a positive approach by saying something like, “Let’s start by finding some color to bring out those gorgeous brown eyes of yours!” Always focus on the positive to make your customers feel special and appreciated.
Be helpful in your initial engagement. Those first impressions you make on customers are lasting ones, so focus on being a helpful ally in their quest to find what they are looking for. One way to do this is by asking questions about them to give you some insight about how to tailor your services to their needs. Get a sense of where they are in their lives (job, spouse, children, friends) and what interests them (special skills, hobbies). For example, someone selling clothes learns that a customer has just become an empty-nester and is about to travel around the country with her spouse for the first time in two decades. Knowing this will help the salesperson select products that would be of most use to this particular customer, and the personal attention provided will keep the customer coming back again and again.
Hold their hands through the process. If there are any specials steps to buying from you, such as ordering, delivery, or paperwork, take the extra step of filling out the paperwork for the customer and explaining the process clearly. If a customer needs to go online to find a particular item, do it for them. Eliminate any stress the customer might experience from having to take an additional step, and take care of it for them. This is excellent customer service that will keep them coming back to you and your business.
Follow up quickly. After a customer shops with you, personal follow up can really set you and your business apart. Make sure you get contact information from each customer, and ask how they prefer to be contacted. Make sure items were delivered, that the order is complete and accurate, and that the customer is satisfied. Quick follow-ups show customers your desire to please, and lets them know that their business is important to you.
Ask for feedback. Don’t be afraid to ask your customers for feedback. Ask the customer what they thought of the shopping experience, and what would make the experience even better next time. Most people won’t initiate feedback, so it’s your job to seek it out and use what you hear to improve. It takes a thick skin to do this sometimes, but it’s a highly effective way to improve and grow your business.

Customer service requires a genuine desire to help others, which will help you stand out from your competitors.

Is there anything that should be added to our list? Please share your ideas below!

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Tips for Reducing Financial Stress

Tips for Reducing Financial Stress

The burdens of managing one’s finances can put a tremendous amount of stress on even the most easy-going person. Whether you make $10,000 a year or $10 million, there are some straightforward steps you can take today to ease your personal and/or professional financial stress. All it takes is some commitment, honesty, and a little bit of time.

Organize. You should have a system in place for managing incoming bills and other paperwork related to your finances. Some people prefer the conventional pencil and paper method, while others use software such as Quicken to track their income and expenses. You may like to pay your bills online through your bank’s website, or you might want to write and mail checks to each payee. The best solution is the one that you feel most comfortable using and is efficient for your needs. Furthermore, make sure you have a set place for where you pay your bills and a regular schedule of when you do it. For most people, twice a month is sufficient, but you have the freedom to create your own schedule. Tip: If you pay your bills online, consider taking advantage of the easy pay feature that your bank or payee probably offers, in which the amount is automatically deducted from the account of your choosing whenever a payment is due. This works best for bills that are generally the same amount each time, such as a mortgage or auto insurance payment. By having an organized system in place, you won’t have the stress of overdue or forgotten bills.
Track. In order to further reduce stress, you need to have a full picture of your financial situation. The first step is by tracking where every penny goes so you can get an accurate picture of any overlooked expenditures. For example, that $3 latte may not seem like much when you stop for it a few times a week to start your day, but by tracking even small purchases like that one, you may find that you’re spending the equivalent of a week’s worth of gasoline by the end of the month. How about investing in a cappuccino maker instead? It may wind up costing you less in the long run.
Set goals and plan. Now that you know where all your money is going, set both short-term and long-term financial goals. Perhaps you want to save up for a summer vacation; that would be a short-term goal. Saving for your children’s college education or your own retirement, however, would be a long-term goal. Using your current income and mandatory living expenses, plan for the life you want to live.
Budget. You’ve organized your finances, tracked your expenditures, and set your goals. Now it’s time to create your budget. Most people work out a monthly budget, including your income, living expenses, and a discretionary fund for spending money. Decide what you need to do to live within your means. Refer to your budget often and adjust it as needed.
Find a part-time job. Doing something that takes a few hours per week can help you supplement your income and reduce financial stress. Consider your family’s schedule, and when you might be able to work. Would a set schedule work better for you, or is flexibility important? Do you want someone to give you a schedule, or would you rather set your own hours? Making these decisions will help you find a part-time opportunity that can help you reach your financial goals.

The key to reducing financial stress is knowledge. It may not always be easy to take a hard look at exactly where you stand, but it is essential to meeting your personal and professional goals.

How do you reduce the stress of finances? Please share your ideas with us below!

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Effective Sales Pitches

Effective Sales Pitches

The sales pitch: if done well, it’s one of the most effective ways to show a potential customer that he or she should definitely purchase your product. Salespeople have their own style and flair that they add to their pitches, and you should aim to incorporate your own personality and passion into yours. However, there are some general guidelines that, if followed, will increase the success of your sales pitch.

Build a relationship. Good business is all about relationships. People want to feel that they are doing business with someone who is knowledgeable, reliable, and likeable. Be sure to demonstrate that you care about their satisfaction, not just about their money or making the sale. One way to do this is to initiate conversations in which you show a genuine interest in their lives. Open with questions that allow the customer to talk about his or her family, hobbies, and other interests.
Get personal. Customers want to see who you are as a person, mostly because they want to know that you are more than a salesperson; if they can relate to you, they are more likely to form a positive impression of you. For example, one direct seller of educational books talks about her decision to change her career path during her sales pitch. In it, she shares how important it was for her to stay home with her children and be a role model to them as a strong, responsible woman. Her target market is made up of women who hold the same beliefs, so they can relate to her story and often take an immediate liking to her.
Know your audience. Using the example above, that story would not work if the consultant’s target market were made up of mostly young, career-minded single men and women. That demographic, although able to appreciate her story, would not likely see themselves in her. Make sure you know who your audience is and what would appeal to them. Remember, your interest in your customers should be a genuine one, so doing your research is essential to conveying your sincerity.
Focus on one point. A sales pitch should incorporate certain details, but make sure the focus is on one particular point (perhaps the solution your product is for problem the customer has). This point should be very clear, and everything else in the sales pitch should all be tied back to that main point. For instance, that educational books consultant focuses on her company’s commitment to providing research-backed products recommended by a variety of education experts. She mentions that this guarantee gives her peace of mind that her children will always be exposed to age-appropriate and stimulating materials. Each detail of her sales pitch is related to that point. By the end of the pitch, there should be no question as to what your main point is.

Crafting an effective sales pitch requires time, research, practice, and self-reflection. However, keep in mind these guidelines for a pitch that will increase your sales. What do you think makes an effective sales pitch? Please share your ideas below!

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How to Reach Your Sales Goals

How to Reach Your Sales Goals

You can make your sales goals whatever it needs to be. If it needs to be a full-time income or if it just needs to be monthly gas money or disposable income, then it can be that as well. Whatever your reasons, you’ll need specific goals in place. Here are some suggestions that will help you achieve our objectives.

Know what makes your customers happy. Your customers’ satisfaction may come in the form of product, excellent service, convenience, a personalized shopping experience, or any combination of those things. Part of your job is to find out what you can do to make your customers happy. For example, one of your customers is placing a rather large order at a home party. You give her the subtotal, which she had already calculated in her head. However, when she hears the grand total that includes tax and shipping, she is unpleasantly surprised by the steep price of shipping, and starts to hesitate about wanting to place such a big order. You can help make her happy in any number of ways. Perhaps offer discounted or free shipping if she gives you three referrals or books her own party; another idea would be to send her home with a free gift to thank her for her business. Don’t let a customer walk away because you weren’t willing to find out how to make the person happy.
Identify customers you can make happy. A harsh reality is that not everyone is able to be satisfied by services that you can provide. Don’t waste your money or time trying to reach clients who do not have a need for your product. Focus instead on your target market; what types of people would benefit the most from your product or service? Identify them by age, marital status, lifestyle choice, personal interests, etc. For example, if your company specializes in educational books and toys, your target demographic consists of parents and/or educators of young children. For the most part, adults without children don’t have a use for your product line. Sure, there will be the occasional non-parent who wants a gift for a nephew or friend’s child, but that is not where the bulk of your sales will originate. Your business will benefit from knowing whose needs can be satisfied.
Know that each client has a unique problem to solve. You’ve already heard that a key component of direct selling success is to market your product as a solution to a problem. You should also be aware that different customers will have different problems. Your customer who works full-time and often travels on business may be looking for quick and healthy meal solutions that she can take on the go. This problem, albeit similar, would require a different solution for the stay-at-home mother of three whose demand for quick and healthy meal solutions also includes something she can make a lot of for her large family and have enough for leftovers. The more you can find out about a client, the better able you will be to personalize your services.

When setting your sales goals, keep in mind the basics of how to make a sale, but as you grow your business to meet your needs, focus on what you can do to find the best return on your efforts. What do you think should be added to this list? Please share your ideas below!

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Conversations That Help Improve Your Business

Conversations That Help Improve Your Business

Maintaining relationships are essential to the success of your business. In this era of social media, it is easy to send a Facebook message or text to a contact instead of having a face-to-face conversation. However, there are times when interacting in person is appropriate and more effective than other methods. The following situations are opportunities for you to have conversations that will improve your business.

Face-to-face conversations to have with:

Clients – Once a month, you should meet with your clients to discuss the future as you continue doing business together. Even if it is just to touch base on a recent project or transaction, regular meetings with clients demonstrate your commitment to their satisfaction. Additionally, these meetings will give you both a chance to analyze and reflect upon where you see the business relationship going. For example, the owner of a local coffeehouse should meet with his baked goods supplier about once a month to go over possible new menu options, changing dietary demands of his customers, and price points. The supplier can then use this time to suggest new recipes and delivery schedules. Tip: Meet with clients to ask for suggestions. Talking solely about matters relating to sales will only show that you are thinking of how the relationship affects you and your business.
Prospects – Connecting with prospects can have many benefits. If you’re a direct seller who has discussed your opportunity with a prospect, schedule a face-to-face follow-up meeting where your prospect will prepare any questions he or she has thought of while considering a decision. It can also be a chance for you to alleviate fears, build confidence, and share materials. Meetings conducted in person have an advantage over phone calls because they show prospects that they are high on your priority list; they also allow both parties to rely on visual cues, not just verbal ones. Prospects should feel comfortable with a possible sponsor, and face-to-face meetings help them get to know you.
Mentors – Even if you are operating a successful, profitable business, it is a good idea to meet with your mentor every now and then. Pick the person’s brain about the industry, their experience with changing economic climates, and ideas about how to grow your business even further. Most industries are always evolving, and a mentor will be able to give you useful information and help you stay on top of what is current and relevant for your business. If you get to a point where it seems your mentor cannot teach you anything new, it’s time to find a new mentor. When your business changes, your needs also change.
Other salespeople – Whether it’s someone else in your field, or just another local business owner down the block, reach out to other salespeople to brainstorm ideas about how to work together to improve business. Contacts like these are also great for motivating each other to continue despite setbacks and sharing ideas about common goals. Surround yourself with other businesspeople who strive for success, and you will be consistently motivated to strive to reach your potential.

Making time for face-to-face conversations is not always easy, but failing to do so will cause you to miss out on some wonderful opportunities for business growth. What other types of conversations do you think will improve your business? Please share your ideas below!

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How to Make Real Self-Improvement

How to Make Real Self-Improvement

Many direct sellers and small business owners are committed to growing their businesses and taking steps to achieve their financial goals. This often involves some degree of self-reflection; after all, every decision about the business falls solely on you. By making some improvements on yourself, you will be able to reap the benefits in your business.

Make a list of what you want to improve. The act of writing your goals on down on paper (or typing them, most likely) is the first step in committing to change. Put them in writing to help you identify what exactly you’d like to improve, and then prioritize them accordingly. Chances are you have some things you’d like to change right away, and others that may require some more time to work on. You are in charge of your list, so adjust it when necessary, but take the time to create it so you can get right to work.
Decide why you want to improve. Within your list of things to improve, write down why you listed it. Doing so will help you decide its level of importance and how it will enhance your life. For example, one of your items is to stop procrastinating. You may decide that by tackling tasks and projects right away and well in advance of deadlines, you will be relieving unnecessary stress and anxiety as well as performing better overall because of the increased time allotted to complete these tasks. Since these are some very important benefits of self-improvement, you may want to make this a top priority.
Implement deadlines. So you’ve made your list, prioritized the items, and identified the reasoning behind them. Now you need to create deadlines by which to complete them. Without deadlines, your list simply becomes another piece of paper or electronic file that gets pushed aside and forgotten about. Giving yourself a deadline helps you envision your endgame and draw up your plan of action. Don’t be too rigid, however, as you don’t want to set yourself up for failure. Give yourself enough time to realistically achieve your goal, but not so much time that you forget where you are headed.
Utilize your strengths to improve your weaknesses. Everyone has a certain skill set; you know what you can do well and are confident in your abilities. Use this to your advantage on your path to self-improvement. For instance, one thing on your list to improve is your tendency to procrastinate. If you are a detail-oriented person, that strength could help you stop procrastinating. Decide that when a task or project presents itself, that you will map out an action plan complete with all the details needed to perform the job well. Because you have now dealt with all the details, beginning work on the project right away will become much easier to do. Knowing your strengths is just as important as identifying your weaknesses when making self-improvements.

People don’t generally like to be told what to do or how to do it. Your commitment to self-improvement must come from within. Find your inner motivation, do some real self-reflection, and take the steps above to improve yourself and your business. What ideas do you have about making self-improvement? Please share them with us in the comments section below!

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Checklist to Improve Your Business Relationships

Checklist to Improve Your Business Relationships

Imagine this: you walk into a restaurant to have dinner and are greeted pleasantly by the host. After promptly being seated, your server introduces him/herself and proceeds to provide you with attentive service. In the middle of your meal, the manager or owner comes by to introduce him/herself and make sure you’ve gotten everything you’ve needed. You leave the restaurant with a full stomach and ready to recommend the establishment to friends and family immediately. This restaurant is no doubt successful because of the importance it places on business relationships, and the owners’ commitment to building those relationships shows in a positive way. Read on for some ways to improve your own business relationships.

Offer more than they expect. Going above and beyond your customers’ expectations will always make a good impression. For example, a customer is unhappy with her recent photo framing order because the matte was not mounted on straight. Not only did the owner re-do the job for free, but she put it first on her priority list and also offered the customer free shipping on her next order if she continued to patron the business. For many successful business owners, a satisfied customer is not enough; doing something to make a customer say, “Wow!” is something to strive for.
Anticipate their needs. The more attentive you are to your customers, the better able you will be to anticipate their needs and attend to them, possibly even before they do! If you have a customer who always purchases the same product every month, consider offering her an automatic refill service where she can set up automatic payments and receive her item regularly without having to actually place the order each time. Another idea would be to show her different uses for the product that she may be unaware of or to introduce her to products that would complement the one she likes. Getting to know your customers will give you the insight to anticipate their wants and needs.
Be yourself. Most people can easily detect when someone is being insincere. You always want to smile and be polite, but don’t be afraid to show customers your personality. If people are drawn to your sense of humor, incorporate that into your conversations. Don’t worry about what you think customers want to hear or who they want you to be; just be yourself and let your business relationships be built on your genuine desire to provide excellent customer service.
Be honest. If you are not honest, you are not reliable. Customers want to do business with those who are dependable and ethical. If you mess up, admit to your mistake and do everything possible to make it right. If you can’t deliver on something, don’t promise it. If you practice dishonesty or deceit, the fallout can cause irreparable damage to your business and your reputation. Always hold yourself to a high standard; business relationships require trust between both parties.

Improving your business relationships is not much different from improving your personal ones. Think of others before yourself, be honest, be sincere, and listen to the other person. What else do you think should be added to this list? Please share your ideas below!

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When is the Right Time to Sell?

When is the Right Time to Sell?

The art of making a sale varies widely from person to person. Everyone has his or her own style of salesmanship, so it can be difficult to figure out how to approach the process, especially if you are new to selling. However, there a few basics to follow that apply to making a sale no matter what your own style of selling is. Read on to find out when the best time is to sell.

The right time is when…

A problem can be solved with your product. Part of your job is to educate consumers about why they may have a need for what you are offering. For instance, a business person that sells luxury bedding shares her expertise about the positive effects that proper bedding can have on one’s quality of sleep. This leads the customer to reflect upon how his lack of sleep has negatively impacted certain aspects of his life. He now sees that he has a need for the product because it will solve a problem and improve his mood and productivity. When your product is the solution to a problem, the time to sell it is now.
The problem can be solved immediately. The customer should be able to get instant gratification or something close to it when purchasing your product to solve a problem. Back to the luxury bedding example, the consultant gives the customer a list of ways he will notice improvements after just one night, 7 nights, and a month of sleeping on their line of bedding. Because these are tangible benefits that the customer will get right away, the product becomes much more attractive. It solves a problem and does it quickly, and when the customer agrees with that, then the time to sell is now.
You’re better than the competitors. You should always know where you stand against your competitors. It is not uncommon for a customer to make comparisons between your product and a competitor’s, and you may even be asked how yours differs from another. The luxury bedding business person would take this opportunity to point out her product’s higher thread count, its all-natural materials, and the company’s very competitive guarantee. When you can show the customer that he or she is making the right decision to buy from you instead of someone else, then the time to sell is now.
You can get it to them fast. After all this talk of luxury bedding and a discussion about how restful your nights will be, any customer would want to give the product a try right away. A customer never wants to hear that a product is backordered or will take longer than a few days to arrive. Even better than promising a fast shipment is having the inventory on hand for occasions such as these. Granted, it isn’t always possible or financially sound to keep a lot of inventory available, but there are advantages to doing so. Imagine being able to hand the bedding set to the customer that night and saying, “If you don’t sleep more comfortable tonight, I want you to send me a text and I will personally come to your house to refund your money.” When the customer can get a quick turnaround, the time to sell is now.

The above suggestions can apply to any product being sold by any type of personality. One of the keys to a successful career in sales is knowing when the sale is possible and likely to happen. How do you know when the right time is to sell? Please share your ideas below!

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Why Businesses Fail

Why Businesses Fail

When you start a new business, you’re naturally optimistic. You’ve got a great concept and have high expectations. But in order to succeed for the long term, you need more than that. 80 percent of new businesses fail within the first 5 years (source: NBIA). Why is this? Here are some of the reasons that businesses fail:

Lack of patience – Like with any endeavor, you have to put work into it, but for many new entrepreneurs they want instant results and that seldom happens. It’s more like gardening. It will take a longer than you think. There will be some trial and error, a little luck and a lot of effort before seeing growth. For most new entrepreneurs they often simply quit too early before seeing results. But if you’re willing to wait for it, your garden will bloom.

Wrong focus – People don’t really care about your business; they care about how your products/services will enhance and enrich their lives. Focusing on making your customers happy, giving them great value and acting on their feedback will keep your business on target.

Not developing relationships – Investing for quick returns, rather than building genuine relationships with customers, will set you up to fail. Relationships are based on honesty, caring, communication and doing the right thing for your people.

Not seeking excellence – If you don’t care enough to strive for excellence, your customers will go away. You must consistently want to do your best for your customers.

Personal weakness – We all have our weaknesses, but in business those weaknesses will keep us from success. You must be honest with yourself, surround yourself with a strong support group and/or partner with people who will help you overcome your weaknesses.

Most small businesses fail because entrepreneurs are not prepared, focus on the wrong thing and/or have personal shortcomings that will doom their business from the start. To avoid these pitfalls, keep a constant focus on delighting your customer, invest for the long term in your business, and always be willing to grow. This will help you ensure that your business will last for the long term.

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Reaching the Baby Boomer Market

When you pick up your smartphone, how long does it take you to unlock it and bring up your social media feed? Can you do it without looking at it? For most people, the answer is yes. Chances are, you either grew up with modern technology or have been using it for long enough that it is second nature to you. However, if your target market includes the baby boomers (people born in the years following the end of World War II), things like technology aren’t as easily mastered. Consider the following suggestions to make your customer relationships with baby boomers more effective.

Make sure your message is simple and clear. There could be a number of reasons why a senior citizen needs your message to be this way. As we age, it is more and more difficult to tune out background noise when having a conversation. Also, the brain may take longer to process information than it did in our youth. For reasons such as these, be sure to stick to the main point of your message and convey it clearly. Speak at a normal pace with good diction, compose written documents like emails with proper spelling and grammar (you should be doing this anyway!), and avoid using business jargon when choosing your words. Remember seniors are not less intelligent than others; they just may have different needs from you as their salesperson.
Be organized. This applies to all aspects of your customer interactions including emails, phone calls, and your general sales process. For example, when talking on the phone with a customer, make sure you have organized your agenda for the call ahead of time. There is nothing more chaotic and confusing than being on the other end of a conversation with someone who jumps from one topic to another with no rhyme or reason. It might help to either use a script to refer to or rehearse you end of the call before you pick up that phone. Other organization must-do’s include streamlining your sales process, making returns/exchanges easy, and simplifying paperwork by highlighting or flagging the sections that a customer needs to complete.
Be more personable. Much of our interaction with others comes in some electronic form: a text message, Facebook post, tweet, or email. As convenient as these methods of communicating are, they come with a disadvantage. We don’t have as many chances to talk with each other the old-fashioned way. It is a good idea to brush up on your people skills, especially when working with older clients who likely feel most comfortable dealing with someone in person. Make sure you have good eye contact, use appropriate body language (don’t cross your arms since it’s a non-verbal way of closing someone off), smile, and show that you are listening by responding to the other person when necessary. Making others comfortable and being able to provide pleasant customer experiences are extremely valuable skills to any potential customer, especially one who is a senior citizen.

As a direct seller you need to understand and connect with your target market. The “greatest generation” has much to offer in knowledge and wisdom; make sure you return the favor by giving its members an overall customer experience that is second to none.

So, how do you reach the Boomer market? Share your answers with us in the comments below. What other suggestions or comments would you like to share?