The importance of providing excellent customer service

/0 Comments/in /by

For your business to survive you will need to ensure all your customers are receiving excellent Customer Service.  It is paramount that your customers are happy with the service that you have provided “The customer is always right” is a famous business slogan.  The underlying truth behind this statement is recognising that customers are the back bone for any business.

Understanding the importance of good customer service is essential for a healthy business, in creating new customers, keeping existing customers and acquiring further business by word of mouth and, by having a good reputation.  So, “Are you providing an excellent service to your customers?”

Excellent Customer Service will result in:-

  • Increased Sales
  • Survival Against Competitors
  • Satisfied Customers
  • Job Satisfaction For Staff Members
  • Customer Loyalty
  • Improved Public Image & Reputation

Make sure your clients &/or customers first impressions of your business are positive.  Extensive staff training should teach and encourage your staff to provide an excellent service and, how to handle any minor complaints professionally.

Overall, make your customers feel welcome and don’t forget to – SMILE.  Fantastic customer service can also be provided over the phone in the same way.  Smiling whilst you talk will have a positive effect on your tone of voice.  Sound engaged, positive and show willingness.

Building a relationship is the key, build trust with your customers and this will encourage repeat business.  Maintain a good relationship and honesty also often goes a long way.  Whilst first Impressions count for a lot in the business world to ensure future business you need to provide a high standard of customer service at all times so, consistency is key.

Ask your customers for feedback on how you are you doing and ensure you listen to the feedback received.  It is important that you listen to any negative feedback as, this will provide you with the opportunity to fix what has not worked so well, to prevent a repeat of the problem, ensuring your customers remain happy with the service or product(s) you provide.  Listening shows your clients &/or customers that you care and are willing to resolve any issues that arise no matter what.

Think about how you’ve been treated whenever you have been the customer.  If you’ve ever had a bad experience with a company, you know that it’s not easy to forget the encounter, so in these situations keep calm and listen to the client and hopefully he or she will remember the positive points of how the complaint was handled and resolved and not focus on any negative aspects.

One way to show your customers that you appreciate their business, and a good way to generate more sales, is to set up a variety of competitions on your Social Network Pages.  This can in turn encourage positive interaction with customers, old and new plus, add a `fun’ and rewarding element.

Good customer service leads to many benefits.  Not only will you gain trust with your customer base, but, they in turn will also become a fantastic referral system as they spread the word about your business to other potential clients.  In the long run, treating people fairly and with respect will bring business to your company today, and in the future.

Starting up a new business – A few simple Do’s and Don’ts

/1 Comment/in /by

We all know that starting up a small business can prove difficult, but I have written a few tips that will hopefully assist you along the way.  By following these points your business has as good a chance as any of being successful.

It’s overly important to do a Business Plan.  Jot down all your ideas on paper – Product, target market, opportunities & threats (including competition), budget, business model and overheads etc.   This will help to establish exactly what your business will be, who will be the main audience your product will reach out to and also how much cash you will be investing into your business or alternatively how much cash you require to get the business off the ground.

Do it with passion and not solely with the purpose of how much money you’ll make – even though profit is, also an important aspect for your business. If you are passionate about the product you are selling or service you will be providing then you are most likely to succeed in the business world.

Research the market.  Is the product(s) you are selling or the service you are offering in demand?  If yes, then this is a huge plus point and bonus for any business so timing is also crucial.  However, if there’s a lack of demand for your offering then continue with the research until you find a niche.

Don’t rush things.  Starting up your own business will be time consuming and never ending at times, so be prepared to put in a great deal of effort.  You may or may not see the levels of growth you initially anticipated – but DON’T give up.  ROI can take well over 1-1 ½yrs to transpire! So, “Never give up on a dream just because of the time it will take to accomplish it. The time will pass anyway.” – Earl Nightingale

Have a structured & managed budget and try not to overspend unnecessarily.  Have a contingency plan for those unexpected costs and remember to allocate a decent amount for advertising.  Minimise unnecessary overheads as best you can.

It is crucial and highly recommended to engage in Social Media for your business.  Set up business accounts with the likes of Twitter, Facebook, Google+, YouTube etc. as these are excellent forms of free advertising and can be easily managed.  Offer incentives and competitions if you can.  This can increase traffic to your pages and website.

Don’t always try to do everything by yourself.  Hire remote staff or a Virtual Assistant at a reasonable & competitive rate to help with your Office Admin, Marketing, and Social Media Management to name but a few.  This will free up your time, enable you to use your creativity and allow you to focus on generating more sales.

Have a user friendly website setup for your business.  Again, you can hire a remote professional to set this up for you if you don’t have the expertise or skills to do so.  Most businesses and consumers use the internet as their main tool when searching for products, services and other businesses.  Utilise this to your advantage and reach out to millions through the worldwide web.

Ensure you do extensive research on suppliers for your business, cost should not override quality as, this can prove more costly in the end.  Negotiation is key, after all if you don’t ask you won’t get – there is no harm in asking for discounts on purchases or supplies, especially if done in bulk.

Make your dreams a reality and start your own business. Don’t live with regret and the “What if’s” Consider, include and Implement all the above tips within your business forecast plan, and you will have a good chance to succeed.  Show passion in your product / service and with the right dedication and business strategy you’re sure to get your business off to a flying start.

How to Reduce Business Expenses for Small Businesses

/0 Comments/in /by

As a small business owner, you are always looking at ways to bring in more business and increase profits.  Business expenses are sadly unavoidable and can be extremely high, but this doesn’t necessarily have to be the case and something that can be reduced substantially.  So, let’s have a look at what you can do to cut down and reduce how much you’re really spending.
 
Firstly, evaluate your staffing costs.  Are you spending a fortune to keep staff on your payroll even though you may not need the resource at all times?  You can hire professional remote staff on a contract basis, cutting your staffing costs considerably.  These professionals will cost a fraction of what you may be paying now and can work on an ad hoc basis for actual hours worked.  Some of the best professionals are out there willing to work for a reduced fee.  You will find a large amount of remote workers from all walks of life providing the skills your business needs.  Another option is to contact local colleges and employ an apprentice who will work and learn from your skills and experience whilst also studying.  This will give you the chance to mold the apprentice into hopefully a perfect member of staff as he/she develops, learning directly from you.
 
Analyse your business purchasing.  Negotiate with current suppliers and compare the market as you may well find cheaper options.  Always ask suppliers for discounts, after all you really have nothing to lose and the worse they can say is “No”.  Most suppliers will provide some form of discount so as to ensure future business.
 
Compare the cost of business insurances you may have, as staying with the same provider may not always guarantee you lower premiums, as you may well find that these continue to rise year after year – so shop around for the best deals.
 
Have a look at energy saving.  Invest in energy saving lighting and appliances, turn off heating and lights when not needed.  Energy is costly, reduce it as much as possible and your business profits will grow. Go green and reduce how much paper your business is using.  Within 24 hours of printing on paper in an office, nearly half will be discarded.  Try using the free business tools online e.g Google Docs, Microsoft Office Live Workspace, Amazon Cloud Drive, and Dropbox.  Emails are quicker and more effective than traditional post.  Most of all emails are FREE.
 
Your marketing strategy / plan need not be as expensive as previous years and really doesn’t need to break the bank.  Set up Social Media accounts for your business and this will be a very cost effective way to generate new business whilst keeping in touch with existing customers, if done properly.  The internet is a wonderful invention and your posts on these websites can reach out to millions. These accounts are easily managed and a fantastic way of expanding your business.  Reward existing and loyal customers as word of mouth is another very powerful tool by way of advertising.
 
Evaluate how much you are spending on rent.  Does your business need to be located right in the middle of the city centre? If your answer is no, then moving the business further afield could save you hundreds of pounds per month.  Alternatively, if your business is predominantly online then consider running the business from home and reduce unnecessary overheads providing you with the opportunity of channelling  finances elsewhere.
 
By addressing the above points, your business expenses can be significantly reduced allowing you vital time to focus your efforts and extra finance on growing your business and increasing profits.