Sounds Business

Posts Tagged ‘customer’

Once your business is up and running and things are going fine, you will start to look at how to grow. There are many ways to expand a good business, but first make sure you have your current circumstances under control. It makes no sense to start opening new stores if you are still struggling with customer service or accounting issues.. it would simply increase your worries.

Besides the usual marketing plan and good customer service that we already have installed for the organic growth of our business, here’s a few more ways to kick start business growth.

Increase Products and Services
Look for opportunities to introduce new products and/or services that our current customers could use. Ask customers how you could help them or see if there are other products that they would be interested in purchasing from you. Improving or updating current products and services can also encourage growth.

Open New Stores or Buy Existing Businesses
Depending on how much risk you are willing to take, purchasing existing businesses or opening new stores can be a fast track to massive business growth. It’s important to digest new acquisitions before you end up biting off more than you can chew though. Too much growth can sometimes be just as stressful as a lack of growth, so be sure to consolidate after each purchase.

Going Online
Very few businesses cannot benefit from going online. The benefits will vary quite a bit, depending on your industry and the products or services you provide. If it is done properly, you may start to see your Internet profits catching up to and surpassing your bricks and mortar business!. The Internet is open 24 hours a day with millions of potential customers worldwide.

Franchise
Not every business is suitable to franchise, but if your business systems are in place and you are willing to put the work in to getting started as a franchiser it can be an excellent source of growth.

Look for New Types of Customers
Is your target market too specialized? If you cater to a niche market, look for ways of reaching out to a more diverse customer base. If your products cater to just women, look at ways to reach men also. If you have mostly young people using your services, look for opportunities to reach elderly customers. Some businesses cater to a very niche market and that’s the reason for their success, but often with a little imagination you can increase your possible market.

The surest way to successful business growth is to know your business, know your products, and to know your customers. With confidence in these three aspects of business you will be more confident in making decisions when it comes to pursuing growth.

“I think that our fundamental belief is that for us growth is a way of life and we have to grow at all times.” Mukesh Ambani Quote

There’s nothing better than the good old fashioned personal touch- answer your phone within 3 rings; give your name and be ‘present’ to the caller; avoid sounding rushed or too busy. Every customer wants to feel special; really being listened to fosters this sense.

If using voicemail/message-bank, make the message clear and well spoken; use a friend’s voice if necessary. Making your message day-specific – ‘Hello, it’s Monday the 17th .’ – can help allay fears that a message may go unnoticed.

If you’re using a mobile, try to avoid customers having to leave messages in two places as this can create the impression of being illusive and hard to reach. In these circumstances consider diverting your office phone straight to your mobile.

2. Don’t park in the best spot
Whether applied literally or metaphorically, this is a classic faux pas to avoid. How often do we see the best parking spots reserved for the owner or staff?

What a signal to send a prospect!

Take a look around your business and see if you’re unnecessarily pinching the best spot.

3. Expand customer expectations
Do more than is expected. The phrase ‘under promise, over deliver’ is the perfect maxim for customer service. Don’t promise delivery schedules you can’t meet, set a comfortable date and surprise by delivering early.

Respond to messages promptly, remembering that any response is better than a long delay.

Above all, communicate constantly – never leave a customer wondering what’s happening. Communicate every step of the way.

4. Ask permission
The advent of email and the dislike of unsolicited mail or ‘spamming’, is a reminder of the importance of seeking permission in certain instances.

Whether it’s the use of nicknames, making a personal comment within a business conversation or divulging your customer’s identity to others – show respect and caution and always ask permission.

5. Show understanding
To truly cement a new relationship, demonstrate you fully understand the requirements of your customer.

Sometimes we get stuck behind the language of our business and forget the outcome our clients are seeking. Listen out for indicators signalling what’s wanted and reflect these back using plain English.

Phrases like “Let me see if I fully understand your requirements” followed by a clear summary will do much to make your customer feel comfortable and in the right hands.

Take notes and listen for emotive language – heightened emotions are links to customer needs. Show that you’ve heard them and state how your product or service can fulfil the need.

6. Manage your image
If you employ contractors, freelancers or temps within your business, your customers will always judge them as if they are your employees.

Anyone representing your business adds to (or detracts from) your image. Control your image by establishing policies and procedures. Customer service should be seen as a business-building virus that permeates everywhere. Keep your virus healthy!

7. Give business to others
Occasionally what we have to offer is simply not what a customer is looking for, or our services do not encompass all that is required. In these instances it pays to be knowledgeable and to refer customers to others.

Businesses that truly serve their customers don’t rest until each customer is satisfied. Be generous with your referrals, it will pay dividends.

8. Watch the big boys
Big business watches out for trends and looks to see where opportunities exist that small business is not satisfying. This also works in reverse.

Keep abreast of big company customer service initiatives and look to translate them into your business or better still, improve them.

9. Follow-up and feedback
Service doesn’t stop when the sale is concluded, this is when it’s reinforced and expanded. Follow-up customers to ensure their needs have been met, ask for feedback on the key areas of your business dealings and show your sincerity by making changes whenever relevant.

Internet success stories (yes, there are plenty!) are a great example of how customer behaviour, habits and patterns can be immediately applied to great advantage.

Listen to comment, make changes, experiment.

10. Say thank you!
Say it everywhere. Say it on your invoices; say it out loud; say it to your staff. Never conclude a sale without a thank you.