If your business is just okay in the eyes of your customers or your intended audience, chances are you won’t be in business long. With all the choices today, why would a customer settle for “okay” when they can have GOOD, NO, make that GREAT experiences?
Archive for the ‘Small Business’ Category
02
Nov
2011
04
Aug
2011
The Simple Power of Delight
My friend and super-talented art director and illustrator, Soren Thieleman, sent me this text the other morning:
“Good morning Bruce. I’m at a small café in Lauderdale-By-The-Sea and the door handle put a smile on my face. I haven’t tasted the food or had a sip of their coffee yet but I already like this place. It’s the power of a first impression and the impact of a creative surprise.”
29
Jun
2011
The Strategic Forum Organization
Every third Friday I drive up to Fort Lauderdale at seven a.m. to attend the monthly meeting of The Strategic Forum (TSF). The Forum is an organization of about 35 business owners and CEOs that get together to share ideas, help each other network, and listen to an ever-changing roster of business leaders who are invited to present to our group.
07
Jun
2011
Official Google Small Business Training – exclusively for BankAtlantic Small Business Customers
BankAtlantic is hosting an exclusive event for their small business customers entitled, “Google Small Business Training Session” on June 22 at 8:30 a.m. at their headquarters building in Fort Lauderdale.
The workshop will cover topics that will aid small businesses, such as how to increase online advertising, reaching target audiences through Google AdWords, boosting ad performance by choosing the right keywords, claiming businesses on Google Maps and using Google Analytics to track online traffic.
28
Apr
2011
Creating A Customer-Centric Culture – Part II
In a continuation of Creating a Customer-Centric Culture, you will learn the nine types of customer behavior and which are and are not acceptable. You will also learn the 4 basic needs customers have and How to Keep Customers Coming back.
How do customers behave when they do business with you?
Do they behave poorly, are they demanding, do they complain all the time or are they The Perfect Customer? There are Nine basic types of customer behaviors. Here’s what they are and how you can recognize when they “show up.”
They are:
1. The Superior know-it-all. This is the customer you cannot tell anything as they know everything about everything including your business and let you know they know.
2. The Resistive Customer. No matter what you attempt to do, they will resist your efforts to satisfy their needs- they seem to enjoy stressing people out.
3. The Dependent Customer wants you to do everything for them, getting to their needs requires incredible patience.
4. Hostile/Antagonistic Customer is ready to pick a fight or stir things up, they seem to be having a bad life, and taking it out on everyone they encounter. They can become verbally/physically abusive.
5. The Depressed Customer is always sad. Be careful you don’t become their therapist.
6. The Talkative Customer just wants someone to listen to them.
7. Let Others-Speak-For-Them Customer. These customers bring along support and let that person do all the talking. Generally because they are too afraid to confront the situation and on ocassion because they know they are partially to blame for the problem in the first place.
8. The Chronic Complainer. They buy, they complain, then they return what they bought. You may never make this customer happy and must then decide to cut your losses. I have fired a few customers over the years simply because they are too expensive to do business with.
9. The Perfect Customer. They buy from you, love your product, are happy when they leave and just as happy when they make another purchase. They are also the most likely to recommned you to their own circle.
Customers Have 4 basic Needs
1. The need to be Understood ~ Those folks who use your service or purchase from you need to feel they are communicating effectively. It is our job as professionals to properly interpret what they say, by their words, and their actions.
2. The need to feel Welcome ~ If they feel like an outsider, they will not return. Be happy to see them.
3. The need to feel Important ~ Ego and self-esteem, human needs. Make them feel special (like guest in your home).
4. The need for Comfort ~ Physical comfort, a place to wait, rest, talk, do business. Psychological comfort- assurance that their needs are properly taken care of, and the confidence that the company or individual will fulfill those needs.
How to Make Sure Your Customers Come Back – 6 TIPS
1. Take the Sam Walton Pledge ~ Each time Sam Walton visitied one of his stores, he would encourage associates to take this pledge with him: “I promise that whenever I come within 10 feet of a customer, I will look him in the eye, greet him, and ask if I can help him.” If you have ever visited a WalMart you have experienced an associate ready to answer your questions, point you in the right direction and offer a friendly smile.
2. Tell them they Count ~ today’s small customer may become tomorrow’s biggest client.
3. Thank Them ~ with your words, your actions and follow up such as thank you cards, phone calls etc. and even emails.
4. Treat your customers like VIP’s ~ Offer your best customers specials, free passes, discounts, maybe theatre tickets, etc. to thank them and let them know how much you appreciate their business.
5. Stay in touch ~ let them know about your latest marketing programs and specials via phone, email, internet, newsletters, direct mail and on your social media sites.
6. Smile ~ a smile has no value until you share it. Now that wasn’t hard, was it!
Customers just want to know they are welcome and invited in. They want the comfort of knowing that they will be treated fairly and with respect. People will come back if you meet their basic needs, offer quality products and services and perhaps most important, provide exceptional customer service.
by Heidi Richards Mooney
In a continuation of Creating a Customer-Centric Culture, you will learn the nine types of customer behavior and which are and are not acceptable. You will also learn the 4 basic needs customers have and How to Keep Customers Coming back.
30
Mar
2011
Creating A Customer-Centric Culture – Part I
In this economy and era of incredible competition, now more than ever we must focus on our customers. It’s time to re-evaluate your customer service processes and “rules” and find ways to make it easier to do business with you. In part one of this two-part customer service article, we will discuss why a customer leaves and how to handle customer complaints.
16
Feb
2011
How to Keep Costs Under Control and Increase Profitability!
“The bottom-line is that you are in business to make a profit.”
Heidi Richards Mooney
In business it is important to keep track of income and expenses. As business-owners we are often so busy with the day to day operations, we overlook the most basic and yet the most important aspects of our business ~ the money we spend and the money we earn.
It is critical to know the difference between available cash and profit. Available Cash is what you need to keep your business open, while you are working to make a profit. Profit is the expected amount of money you will make if your clients and customers pay you on time, and your expenses are met. Keep track of negative and positive cash flow trends in your business and analyze how to avoid or lessen the effect negative cash flow has on your business. Make sure you have a plan in place for the lean times (such as reserves in the bank, savings and/or a line of credit).
Here are 13 tips to keep costs under control and increase your profitability:
1. Understand Cost & Pricing for Profit. Cost is the total of the fixed and variable expenses (costs to you) to offer your product or service. Price is the selling price per unit customers will pay for that product or service.
2. Know your break-even point. If you need $3,000 per month to keep your doors open including the costs of goods, you must receive at least that much each month to “cover” your expenses. The bottom line is that you are in business to make a profit. (more…)
20
Jan
2011
5 Tips To Setting New Year’s Resolutions For Your Business
The new year is upon us again and in many boardrooms and offices people are discussing hitting the gym, eating better, and attaining personal goals. How about the business? Can one set New Year’s resolutions for the business too?
As employees start to shut off mentally for the holidays, this is an amazing time to get your team together and focus on the plan for next year. Instead of the normal quarterly planning, get your team together and set some New Year’s resolutions for the business this year.
Here are some tips on setting New Year’s resolutions for your business. Make sure that as you set these they are not based on the final month of the year, but based on the last year. When planning for the next year many businesses get stuck in month-to-month management. Let this exercise free you from that. (more…)
27
Dec
2010
Building Business Relationships: Let’s Get Personal
15 Simple Tips that Can Build Stronger Relationships in Business
If building relationships is important to you, and you are looking for some new ideas to help you build those relationships, then you will appreciate this list of 15 relationship building activities. Some of these ideas will be easy to implement while others may not be appropriate to your own situations. Use and expand on those that will work and disregard those that won’t. Many of these activities may appear to be more personal in nature, in order to truly build bonds with your peers, your clients and your prospects, you have to get personal on some level.
1. Find a cause you care about that your clients are also passionate about and get involved (provided they also resonate with you). Nothing builds stronger relationships than when people work together toward a common goal that is greater than the individual’s goals.
2. Read industry publications and find out what your clients are doing. Then let them know you celebrate their achievements by sending copies of the articles and publications you read. Hey, everyone could use an “extra” copy to share or keep in their files.
3. Network for those you do business with. Introduce your clients to others who could be of service. If you know someone looking for a plumber and you just happen to have the perfect plumber, let them know. (more…)
02
Nov
2010
Create Your Own Economy
I am grateful to be a guest blogger here on BankAtlantic’s Florida Bank Blog. I am always honored when I can get a message out that may help people change their life and business. It is amazing how precious time is and how much I value you for reading this blog post.
If you have had a chance to read my bio you know that I am the founder of MorningCoach.com the worlds first Personal Evolution website. People are always asking me what MorningCoach.com is and how it can help them. To explain this, we must understand that life is about living and business is about growing. In order to do both it is important that we continue to evolve. The Personal Evolution philosophy is grounded in subtle improvements that make a huge difference in life and in business, which correlate in many ways.
True growth is about sustained growth. Similar to an acorn, once you plant it you need to water it and nurture it. With continued care the acorn will eventually grow into a gigantic tree. The more you nurture and take care of the tree the bigger it grows and the stronger it gets. As the tree grows, there may be storms that blow the leaves away, long droughts where water is limited, yet with consistent nurturing, the tree continues to grow.
The same principle applies in life and in business. You need to nurture and take care of your business and your personal life. You do this by keeping your attitude right, organizing, executing plans, staying healthy, and doing your best to stay on the positive track. (more…)
