Customer Service

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?

K is for.............Keep Talking and K.I.S.S. (Keep it Simple Stupid)

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 occassion 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.

I is for Information

I is for Information

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.

H is for ...........Handouts

Even if you only design them yourself and print them off, ensure that you have something in the form of a handout describing what you can provide, how you can be contacted, any offers that you have etc , ready to give away when you meet new people. When you create them yourself, you can, at least change the content and tailor it so that it is topical for the audience that you are encountering. For a large event when you know you will be dispensing numerous copies it would be worth investing in professional design and print quality.
As with Business cards it is always useful to have some close at hand at all times as you never know when they will be useful and you don't want to miss the opportunity for being remembered by a potential client.

G is for Growth & Graphics

Growth
As your business grows your public awareness will increase. Are you ready for this? Are there any areas of your business that need firming up? Before you incorporate growth ensure that the grassroots of your business are in sound shape. Have you got sufficient staff to deal with growth? Are your systems in place? Have you got contingency plans for this growth should you need to outsource? If you carry stock, do you have space, availability and consistent suppliers? If you make the product yourself can you cope with the increase in demand? If not have you made contingency plans?


Graphics
All of your graphics should be consistent throughout your business promotion. Too many businesses have totally different graphics for their advertising which makes it difficult for a potential client/customer to relate to your business. When we say repetition builds reputation it helps to have a likeness reapeated to be able to recognise it. Do not send out conflicting messages as it only takes a short while to confuse but a long time to draw back all that could potentially be lost by sending out these cross messages.

F is for ...............Flyers & Free Listings

Flyers should always be kept in your handbag, diary, folder, car boot and anywhere else that is easily accessible. You never know when you could be asked for your information and what a missed opportunity it is if you do not have it at hand to give to your potential customer. I would imagine that your competitors have an ample supply close at hand especially for this situation.

Free Listings fall into the same category as Directories. This is just a simple Google search and a little time spent filing details and keeping them regularly updated with contact details and where necessary a photograph or logo.

'E' is for..........

Exhibitions need not be expensive to attend and you will find many local ones could even be free to you.
If you are attending ensure that all the info and Point of Sale material that you use is up to date and plentiful to use as handouts.
Return on this investment may not be immediate but will help to build your reputation when combined with the other promotional tactics that you employ.

Expert.

Become an expert in your field. Become recognised by responding to queries on social networking sites, to radio, newspaper & magazine requests and soon the media will be approaching you when they have questions. Send topical articles in to business publications, which address relevant topics to your industry and when you have built a rapport with the journalists and editors they will start to contact you for responses to the issues that arise.

Editorial space is not difficult to achieve if you send relevant press releases to newspapers, magazines and trade press on a timely basis. It is always worth remembering that if you have nothing worth saying, don’t bother.
Recently, through a social networking site, a colleague of mine made contact over a shared interest and a few days later was asked to send some product samples to this same lady who was an editor to a fashion magazine, which subsequently reviewed the items and gained the client a considerable amount of page space. For the sake of spending a little time it is amazing what can be gained!

D is for Directories

There are many free Directories on the internet that you can list your business on to raise your business profile.
Do a search for your area of interest or industry and include your details but remember to keep a list and keep it updated.
Social networks are also a good point at which to promote your business. Again keep a list and ensure that it is updated regularly with contact details and updates of services that you offer.

C is for Conferences & Cold Calling

Conferences are a good way of promoting your business to your potential consumers and a way of you showing off your knowledge to them. It does not have to be a big, swanky affair as a short 2 hour session with networking before/after will be just as effective and could convey more information than an event that has been ‘padded out’ to fill a time slot.
Being a guest speaker at a Conference is a great profile builder that you can link to for future reference & to show to your potential consumer/client.

Cold Calling is like marmite, you either love it or you hate it, but sometimes it has to be done to increase your sales/awareness potential.
To do this effectively always make sure you are in the right frame of mind and do short, regular sessions. One good trick is to end on a high. So a sale or an invitation to send info is always a good place to stop (not the first one though!)
Know what you want to achieve before you pick up the phone, there is nothing worse than being bombarded with information and being expected to make a commitment. You can always return with alternative information at a later date.
You might just want to use the phone call to find out who is the right person to post information to or whom to e-mail and then build up to selling by phone at a later date when you have built your confidence. If you get the chance to sell though, do it, don’t waste the opportunity or your competitor might be the next caller and they will reap the benefits of being pro-active and on the ball.
If you commit to sending information/samples, do it or the only memory your potential client will have of your company is one that does not deliver, so make notes and refer back to them.

B is for Business Cards & Blogs

Business Cards say a lot about you and your business so it pays to take time to design them to give as much as information as possible without looking like an advertising bill board.

It is essential to include all the ways that you wish to be contacted in whether that’s phone, e-mail, skype or through one of your Social media formats.

Have you included your website? Your logo? Did you want to include a picture of yourself?

Have you taken care with the size of the card? I recently over heard someone complaining that they had been given a card, made by vistaprint, that was slightly larger than the norm and that it didn’t fit in their card holder!

There are also arguments for and against printing on the back of cards. Some people like to use all the space available and others like to leave the back clear for contacts to write notes. What is your view on this?

Blogs are a good way of showing your knowledge and sharing trade information and can be linked to from your website and vice versa. If you have information you want to share that you do not want to have on pages of your website this is a good idea to use to invite people to have their say on information or thoughts that you are sharing. Perhaps you want an area that can be used to pass around some ideas or perhaps you want to use the arena to test out the idea of an E-book by starting a précis or overview of a chapter. Whatever you want to use it for always bear in mind that it is a forward facing element of your business so do not incorporate anything controversial, inflammatory or anything that you will regret later.

A is for Advertising and AIDA

At some point in time we all need to Advertise our business through one format or another. Some forms of advertising are free as in promotion through a Blog, Twitter and other means of Social Media or editorial and Press releases, and other forms have to be paid for.
When investing in advertising it is essential to know what you want to achieve through your advertisement.
Have you got a special offer that can be sold through a one off advertisement?
Do you need to raise the customers/clients awareness to a product or service that they do not buy on a daily basis or is your product a high value item which again needs you to build your reputation through repetition?
How will you know that the advertisement is successful?
What will you put in place to monitor your Return on Investment?
Simple tricks like adding a different name to the advertisement will help you monitor your responses.
Do you know your target audience?
Where will you advertise?
How will you advertise?
When will you advertise?
These are all questions you need to address before you commit your advertising budget.

In future weeks we will address different forms of advertising on an individual basis as they appear in the alphabet. If, however, you want to know more before we reach them, drop me an e-mail and we can have a chat business@theruralmeetingplace.com

AIDA:

Attention
Interest
Desire
Action

These are four key points to address when drawing people in to your business through any format. Whatever your product or service, this will apply to you and can be adapted to fit.

Imagine your potential client/customer is ready to invest in what you have on offer, what do you need to do next? Follow the steps below and you will be on the way to drawing them in to your sales zone.

Draw their attention to your product/service by creating an interest in what you have to offer, create a desire and make them want your product/service and then offer a call to action by way of inviting them to buy now, call, e-mail, sign up, book or just log on in the easiest way possible.

The choice is yours,but, you do not want them to slip through the net and go to your competitor before they commit themselves, so make it as easy as possible for this potential customer/client to buy your product.

Happy promoting and look out for B is for..................

The Rural Meeting Place A-Z of Promoting your Business

Over the next few weeks we will be blogging alphabetically about promoting your business with hints and tips of what you can do and perhaps for very little financial investment.
Business promotion is essential to keep your name in the Market Place and remind people that you are still here and ready to do business.
Many SME's do not have a marketing budget but it helps to have a marketing plan in place. When you get the phone call about cheap adverts etc you need to know what you want to achieve and where you want to be doing it from.
However you promote your business you want to be sure of achieving a Return On Investment (ROI) whether that be on your expenditure or on your time invested.
So, watch this space, for some ideas and please feel free to chip in with a few of your own.

Networking Master Classes by The Rural Meeting Place

The Rural Meeting Place has added another product to its portfolio for its Members to access, the Networking Masterclass.
Over the last few months more people have started to network but have been unsure of how to go about the process to bring the best returns for their business, so we decided to help with an hours Masterclass before a network meeting. The first event proved to be a success and drew people together who had not networked before and who were apprehensive about the whole idea of networking.
We went through the process of the people who throw business cards around like confetti expecting them to stick somewhere and wondering why they get no business from an event and stop attending, to those that work the room naturally and carry with them a host of potential contacts for those they engage with by means of their own extended network.
The pleasing part of the Masterclass was when one of the attendees said 'Its all about relationships'
We also had the benefit of having a successful networker come along to tell people how he has made networking work for him and his Utilities Business.
The Masterclass is held before a regular network meeting and then gives people a chance to try out their new found skills at a live meeting whilst things are still fresh in their minds.
These events will now be held regularly so that new Members to the Rural Meeting Place can quickly start to discover how to market their business effectively through networking.

Developments on Twitter

Since I last blogged about Twitter things have developed quite quickly. Who would have thought that I would join forces with my Web Site designers to go on and do Seminars on using Twitter for business? I will talk about the benefits of this at a later date.
I find that having had success through this mode of Social Media I can confidently encourage others to use it as well. By success, I mean that businesses have signed up to www.theruralmeetingplace.com as members, others have come along to meetings and also I have been able to promote the products that I have available to a larger audience. Success in the means of a much increased profile and all for a short time each day.
Joining conversations on Twitter and learning about the people that you follow and who are following you is just a form of online networking. Some of what you say is interesting to some of your followers just as in the same way you are not always interested in what all the people you are following say all the time.
I find it very useful to tailor my Tweeting to the time of day I am online. Lets face it , at 11 o'clock on a saturday night are you going to take any notice of details of a networking meeting on wednesday lunch time? No, neither would I be, but, you might have a conversation about a TV program that was on or a book that I am reading.
Twitter is a good form of networking and is an arena where it pays to let your true personality shine through after all we all do business with people we like and whom we have interests in common.
Follow me on Twitter if you wish @carolermp say hello and mention that you saw the Blog.

Effective Tweeting

Last week I gave an over view of Twitter for Profile which I will take further in this Blog. After spending time viewing what was happening in the Twitterverse I decided to put some plans into action. I decided that I wanted to use it as a social and business tool for www.theruralmeetingplace.com
Initially I set about finding people in my catchment area to 'Follow' in the hope that some of them would follow me back to enable me to have an audience to speak to as well as to have an arena for conversation with the people and businesses that I was following.
To achieve this audience I set about viewing the followers of people whose Tweets I enjoyed and selecting those that I thought I would enjoy following. One quick click and the base of 'Followings' started to grow.
I found that there were some very interesting conversations happening and that people were posting some very relevant Links to articles, websites etc so as well as having some Social Discourse I was actually learning at the same time. When people started 'Following' me and responding to my Tweets that just increased the conversational possibilities which in turn increased the possibilities for me to highlight the role of The Rural Meeting Place. Some people are interested in joining, some in the Events that are listed in the Calendar and some in the Marketing opportunities that the site can offer and some were interested in chatting generally and becoming friends on a social level.
All in All this is a long term Marketing strategy for The Rural Meeting Place and the other accounts that I am setting up for other projects.
Next week I will discuss what I have achieved so far and how I did it.

Marketing in a Recession.

As we are apparently in a recession it is important to maintain visibility infront of your prospective clients.
This does not necessarily have to be expensive but it pays to maintain a level of advertising and awareness with your audience. If you advertise regularly it might be advantageous to trim down the size of your adverts or to negotiate a deal with your supplier. Combine this with free press where possible by sending press releases out about achievements/awards won/staff recruitment/new products etc.
Keeping in touch with existing clients helps as they are true advocates of your business and are ideally placed to refer you to their friends. Try adapting the refer a friend idea by rewarding them for putting you in touch with paying customers. Set the reward to the level of the cost of your product or service and make it personal so if you are dealing with a staff member rather than the owner of a business vouchers may be appreciated whereas a free item that can be converted into cash may be better for the owner of a business................to be continued

Monday Morning Musings.

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.

I have to ask the question, What do you get from networking?