Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Wednesday, November 5, 2008
Want some tips for starting a small business?
I am really excited -- my new booklet is hot off the presses. I've put to paper some of the basics on how to (and how NOT to) start a small business. There are links to great small biz websites and some info that every new business person needs to know. If you're interested in learning more, send me an email and I'll be happy to talk to you about the book.
Tuesday, September 23, 2008
Is Your Network Working?
Network? My computers are linked and talking to each other so, yeah, I guess my network is working.
Nahhhhhhh, that’s not what I’m talking about. I’m asking you about your business contacts and the way you get clients to use your company. One of the first people to coin the phrase as Dr. Ivan Misner, the creator of Business Network International; what he meant by this term was a way that people connect to each other and send out referrals or recommendations. It is believed that each person, between family, friends and business colleagues, has at least a minimum of 200 contacts. When you share those contacts with one other person, and his or her 200 contacts, you’ve just multiplied the number of people who you have in your contact list. The idea spreads out from there.
The idea of networking then is taking this concept and applying it at a much smaller level. When you form relationships with people that include feelings of trust and consideration, you have the start of a good network.
If you check out Google, you will see hundreds of items that pertain to business networking and the various groups that are out there – they range from Chamber of Commerce after hours meetings, organizations such as Kiwanis, Rotary, and other of this type of group, to formal sit down groups that meet each week with the specific goal of finding and referring business to the other members.
Even if you’ve never heard of business networking, I can guarantee that you are a networker. You have contacts that you talk to about your product or service. You have customers. You have colleagues and even competitors. How do you put these networks into play? First, I would suggest that it is better to give than to receive. Put yourself in the place of your potential “partners”. Don’t you feel good when they provide you with a referral to someone that wants to provide you with business? Sure you do. Doesn’t it then make you want to give something back? The same is true with networking. The recent movie, Paying It Forward, says it all. If you do something good, they will try to give you something back. It’s much better than if you’re always telling everybody what you want, and never asking them about their needs or goals, isn’t it?
Finally, once you’ve started to develop these relationships, I would suggest that you find, build and maintain about 6 relationships with people who are at the same or higher competency level as you. These people become your informal board of advisors and will be able to work with you when you need outside opinions and support. Never forget however, that you need to be there for them as well. The “Give to Get” concept is one that works when you use it in an honest, creative way. Try it and see where you get!
Nahhhhhhh, that’s not what I’m talking about. I’m asking you about your business contacts and the way you get clients to use your company. One of the first people to coin the phrase as Dr. Ivan Misner, the creator of Business Network International; what he meant by this term was a way that people connect to each other and send out referrals or recommendations. It is believed that each person, between family, friends and business colleagues, has at least a minimum of 200 contacts. When you share those contacts with one other person, and his or her 200 contacts, you’ve just multiplied the number of people who you have in your contact list. The idea spreads out from there.
The idea of networking then is taking this concept and applying it at a much smaller level. When you form relationships with people that include feelings of trust and consideration, you have the start of a good network.
If you check out Google, you will see hundreds of items that pertain to business networking and the various groups that are out there – they range from Chamber of Commerce after hours meetings, organizations such as Kiwanis, Rotary, and other of this type of group, to formal sit down groups that meet each week with the specific goal of finding and referring business to the other members.
Even if you’ve never heard of business networking, I can guarantee that you are a networker. You have contacts that you talk to about your product or service. You have customers. You have colleagues and even competitors. How do you put these networks into play? First, I would suggest that it is better to give than to receive. Put yourself in the place of your potential “partners”. Don’t you feel good when they provide you with a referral to someone that wants to provide you with business? Sure you do. Doesn’t it then make you want to give something back? The same is true with networking. The recent movie, Paying It Forward, says it all. If you do something good, they will try to give you something back. It’s much better than if you’re always telling everybody what you want, and never asking them about their needs or goals, isn’t it?
Finally, once you’ve started to develop these relationships, I would suggest that you find, build and maintain about 6 relationships with people who are at the same or higher competency level as you. These people become your informal board of advisors and will be able to work with you when you need outside opinions and support. Never forget however, that you need to be there for them as well. The “Give to Get” concept is one that works when you use it in an honest, creative way. Try it and see where you get!
Friday, July 20, 2007
10 COMMANDMENTS OF GOOD BUSINESS
I'm all about good customer service because I don't often see it happening -- at least not here in the metro Washington, DC area. It seems that businesses, or at least the people who work in the businesses, think that THEY are what its all about and not that they are there to serve and support the paying customer. An example you say? Easy. I had an order to make a vinyl sign, advertising my company. It was to be black with yellow letters. And the cost was $250. Quite a bit of money for me. But, taking a deep breath, I signed the work order and said, go to it!
A week later, just before I was set to open my doors in my new location, I went to pick up the sign and ........ uh oh. There it was in all its glory, advertising the grand opening of The Work Place. Black letters on a yellow sign. In horror, I blurted out... BUT ITS WRONG!!!! Its backwards. The woman behind the counter picked up a pair of scissors (the kind they cut the vinyl with) and literally threw them across the room at me shouting that this was my order and I had better get out of her store (keep in mind --- she already had my money, paid up front). I flew out the door, leaving the sign behind in my hurry to make my exit.
We then had to go through the whole process of writing to the Better Business Bureau and trying to get my money back. After all, the grand opening celebration was long done by that time. Lucky for me I had the work order signed by both myself and the company so eventually I got my money back, but it was a long, painful struggle.
And this is NOT the only time that customer service has gone out the window around here (probably where you're at too). So, if you're in business for yourself or if you work for someone else, here are a few tips to keep in mind when you're getting paid to do your job!
A week later, just before I was set to open my doors in my new location, I went to pick up the sign and ........ uh oh. There it was in all its glory, advertising the grand opening of The Work Place. Black letters on a yellow sign. In horror, I blurted out... BUT ITS WRONG!!!! Its backwards. The woman behind the counter picked up a pair of scissors (the kind they cut the vinyl with) and literally threw them across the room at me shouting that this was my order and I had better get out of her store (keep in mind --- she already had my money, paid up front). I flew out the door, leaving the sign behind in my hurry to make my exit.
We then had to go through the whole process of writing to the Better Business Bureau and trying to get my money back. After all, the grand opening celebration was long done by that time. Lucky for me I had the work order signed by both myself and the company so eventually I got my money back, but it was a long, painful struggle.
And this is NOT the only time that customer service has gone out the window around here (probably where you're at too). So, if you're in business for yourself or if you work for someone else, here are a few tips to keep in mind when you're getting paid to do your job!
A customer is the most important person in any business.
A customer does not depend on us – we depend on the customer.
A customer is not an interruption of our work – the customer is the purpose.
A customer does us a favor when she/he calls – we are not doing her/him a favor by being there.
A customer is a part of our business – not an outsider.
A customer is a real person with feelings much like our own.
A customer does not want to argue or match wits with you.
A customer is a person who brings us her/his wants – it is our job to fill them.
A customer deserves the best and most courteous service we can give.
A customer is the one who makes it possible to pay your salary whether you are an employee or owner.
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