Tag Archives: marketing

02Feb

Customer Service

Posted on February 2, 2011 by admin | Leave a reply

Yesterday I was pleased and surprised that a local chain of grocery stores contacted me and told me that one of their staff had been disciplined after I had complained on Twitter about her rudeness.

I had passed a comment; they got in touch, took details of my complaint and promised to get back to me. When they did it was telling me they had dealt with it and also will be looking at their staff training in that particular branch.

The most pleasing part of this being that they are on the look out for mentions of their business and are not frightened of making contact and addressing issues.

Are you as open to this form of customer service? Do you need to be more alert as to what your customers are saying about you? Are their steps you can take quickly and easily to be as on the ball as they are?

If it helps to keep customers happy and talking about you in a positive light perhaps its worth taking a couple of minutes to review your systems?

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31May

K is for: – Keep Talking & K.I.S.S. (Keep it Simple Stupid)

Posted on May 31, 2010 by admin | Leave a reply

Keep Talking… to everyone about your business, how you can help and above all else to remind people that you are still here.

Clients/Customers will welcome a quick call, e-mail or letter from you as a reminder that you are still operating. Fitting in with the 80/20 rule this could be your lucky contact. For sales people it is important to remember that 80% of your business comes from 20% of your customers.

When was the last time you picked up the phone to your best and your worst customers? A quick courtesy call will bring you to the forefront of their minds and wouldn’t it be great if that call ended up with an order?

You could even be brave and ask them if they know of anyone else who would be interested in your product or service… you don’t get if you don’t ask!

K.I.S.S or as we call it in a sales environment Keep It Simple Stupid… So many people are tempted to go chapter and verse on a product or service with features, benefits, pain relief etc etc (In other words everything they have heard other people talking about) and overloading the prospect who walks away not really knowing what you were there for. Sometimes this can result in you losing a ‘sale’ because you have actually talked them out of buying or even missed the signal to buy.

I find a quick overview chat is good and then asking questions and allowing the prospect to ask questions that you can then answer using the knowledge that you have stored.

I remind you of an occasion that many people have heard about when I was working with a company and we were looking for sponsorship. The poor Commercial Manager was up against the wall, needing sponsorship, and spent half the day giving chapter and verse to answerphone machines and wondering why these people were not calling him back or not available to take his call. What would you have done in their position?

It demonstrates that you only need to give enough information to whet the appetite and then you get the second chance to go in for the sale but if you give everything in the first place, the brain overloads and they then have the opportunity of not taking your call and having to say no! Resulting in you getting despondent and the prospect being wary of speaking to you at any time.

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23Apr

I is for Information

Posted on April 23, 2010 by admin | Leave a reply

Everybody likes to think that they have learned something from you for free so give some information to show that you know what you are talking about but do not be tempted to give too much away as you will always be looked upon as the one to go to for advice without payment. Learn to know when to say ‘OK shall we formalise this and put a date in the diary when we can talk about rates/fees’

Always have information available for your prospective clients/customers. This can be in any format but should be available to hand over if requested or suitable. If its on your website, ensure that its up to date and relevant.

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02Jun

Monday Morning Musings.

Posted on June 2, 2008 by admin | Leave a reply

What is Networking?

The Dictionary definition is: Using contacts made in business for purposes beyond the reason for the initial contact. For example, a sales representative may ask a customer for names of others who may be interested in his product.

In essence it is the art of talking to people with a view to making contacts or procuring business from a trusted source. It does not matter how we do this, a drink after work in the local, over the Internet on a host of reputable Networking sites or in person at a pre-arranged networking event, it all brings the same result of increased business and allegiances with other business contacts who can ‘sell’ your business amongst their contacts. Every business networks in one format or another to produce the same results of increasing business without realising that they are doing it, so, with a little structure added to the mixture, imagine the results that can be achieved.

Corporate Companies are now adding Network Membership fees into their Marketing budget, so it makes sense for the small business to do likewise. In particular, networking is effective for the sole trader, as it gives him/her the opportunity to meet people and to discuss points that they perhaps do not have the answer for, believe me this happens in the bigger Companies as well.

However, for the people who want to come away from a network meeting with a full order book on the first outing, it does not work that way. Perhaps for a printer or a florist this will work but for most businesses it is a matter of getting to know people, what they do and what they are like before the automatic referral process starts to take place.

Some people attend meetings for the simple process of being recognised, rather than to get work, so it varies business by business.

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