Tip #442: 7 Quick Ways To Earn A Customer's Loyalty

Research has proven that 50% of a business' customer base will stop patronizing them due to a negative interaction and/or experience. That's right, you could lose 50% of your customers all because you were not aware of how they were feeling on their last interaction with your organization.

In today's market, customers are extremely educated. The Internet enables them to discover multiple alternatives to your service or company.  Additionally, it also allows them to rapidly learn more about your industry.

Because of this, providing a satisfactory experience is not enough to retain your customer base. To survive in this market, your customers need to be fans that spread the word about their positive experiences with your company.

 Customers Look For The Basics When It Comes To Customer Service.

To provide an exceptional customer service experience and engender customer loyalty, focus on the pillars of positive customer service:

• Fast response time when handling an issue.
• Patience from the customer service department.
• Pleasant demeanor from your customer service department.
• Product or service knowledge.
• Positive follow-up experience.

7 Customer Service Tips To Create A Positive Interaction For A Customer:

Tip 1: Focus On Employee Loyalty and Training - Loyal employees are enthusiastic about your service or product - and that attitude is contagious to consumers. Additionally, well-educated employees are armed with the knowledge they need to best serve your customers.

Tip 2: Personalize The Experience - Customers love personalized experiences. User interfaces, customer profiles and multiple customization options can assist you in providing an attractive experience.

Tip 3: Provide Risk-Free Incentives - Risk-free offers encourage your customers to try your product (or an upgrade). If a customer tries your service for one month free and has a positive experience, you will have earned a loyal customer. This is the ultimate way to prove the value of your product or service because the risk is all on you.

Tip 4: Remember Names - Customers (who are just like you) enjoy it when a service provider remembers their preferences and shows gratitude for their presence. Do the same with your customers.

Tip 5: Stay Top-Of-Mind - Send useful, educational content to your customers at least once per month.

Tip 6: Stay Current - Your customers really do want to know about your latest products and services. Because of this, it is important that you communicate this information to them.

Tip 7: Always Under-Promise And Over-Deliver - A customer would typically rather hear a two-week delivery date and receive a product in five days versus hearing a five-day estimate with a product arriving on day six.

Executive Summary: Offering excellent customer service is not about fine-tuning only one part of your business. All levels and departments within your organization must focus on the essential customer experience. Additionally, you must make an effort to ensure your employees' commitment to providing positive interactions. This will give you an advantage in the marketplace.

For more information visit our website!

Tip #441: 4 Simple Conflict Resolution Tips

Fact: Internal conflicts are a reality in any size business. That being said, the way you and your staff handle these conflicts influences everyone's work environment.  And ignoring a conflict only worsens it; therefore, you and your staff should consider these four core tips to take care of it before it becomes a larger problem.

4 Simple Conflict Resolution Tips For Any Size Business:

1. Identify The Problem - Determine the nature of the problem and identify who is involved and affected by the conflict. The sooner you can do this, the better. If an employee comes to you with an issue, try to remain objective in your discussion. Without judgment, research the facts surrounding the conflict. Most importantly, ensure that everyone involved is aware of the actual problem, agreeing upon the specific nature of it.

2. Uncover The Conflict's Cause - How did this conflict happen? This is essential in determining how to prevent further conflicts in the future. Common sources of conflict include:

• Communication breakdown
• Misunderstanding of rules or regulations
• Personality conflict between employees
• Problem in an existing process or procedure 

3. Determine Solutions - Once you have a good handle on the nature of the problem and the facts surrounding it, it is time to come up with a solution. Take the time to brainstorm several possible solutions. If possible, gather those involved and actively seek their input. This will ensure that your employees are invested in solving the problem. Once you have several possible solutions, narrow them down and decide upon the most practical and cost-effective answer. (Note: If your solution is complex or involves many departments, you may need to make a list of steps or changes to implement your solution.)

4. Implement Your Solution - Once you have determined the best possible solution, take immediate action. Waiting will only exacerbate the issue and make it appear as though you are not concerned with fixing existing problems. If you take action clearly and quickly, your employees will appreciate your active role in problem-solving. 

Executive Summary: Make sure you solve your conflict by following these steps in order. Taking action without knowing all the facts can prove disastrous, and the employees involved in the conflict will feel much better about a solution if they are involved in the problem-solving process. This collaborative effort can also mitigate any damage done by the initial conflict.

For more information visit our website!

Tip #440: The Secrets To Cross-Selling And Up-Selling

Cross-selling and up-selling are among the best ways to improve your sales. In fact, it is easy if you just think about it.  Additionally, cross-selling and up-selling can not only improve your customer retention but also your bottom line.    

The Definition Of Cross-Selling And Up-Selling.

Cross-selling means you are offering the customer a product or service related to (or integrated into) something they are already purchasing. Up-selling means you are offering a customer another product service during their buying process.

How Do You Know When It Is Appropriate To Cross-Sell And Up-Sell?

By the time you close a sale, you should have a fairly good idea of what type of product or service the customer needs. And at the closing of a sale, a cross-sell or an up-sell can feel like a natural part of the sales process. Approach this from the standpoint of educating the customer on other ways to assist them. Remain focused on the customer instead of the product or service.  Plus, you can always give a buyer a choice, especially with up-selling, during the buying process. 

Cross-Selling And Up-Selling Can Improve Your Customer Retention Rates.

Try to take an objective look at the products and services you offer. If you have physical marketing materials, spread them out on the table so that you can actually view a representation of each product or service. As you consider each service, determine which of your products are related to one another. Are there specific needs you could easily meet?

Let's say you are selling computers.  Now think about what a customer would most likely need when they are buying one. Could they be interested in purchasing additional RAM, flash drives, back-up service, printers, cables or a larger hard drive? How about an extended service agreement?  Do you carry these items?  If not, why don't you? 

5 Ideas For Better Cross-Selling And Up-Selling Success

1. Consider bundling a product with a service.
2. Make an expert recommendation, i.e., amazon.com's process when buying a book/item.
3. Offer a range of prices, i.e., Sears Roebuck and Company; Good, better and best.
4. Stay relevant to someone's needs/purchase.
5. Train your employees in cross-selling and up-selling techniques (and remind them that if they don't ask, the answer is "no").

Executive Summary: Implementing a formal cross-selling and up-selling program at your business will create an immediate value for your customers. Additionally, sales and customer service associates will feel much more comfortable selling additional items when they realize how they make life more convenient for the customer. But most importantly, train your team on natural ways to cross-sell and up-sell. 

For more information to please visit our website!

Tip #439: Why Changes Fail 70% Of The Time (and how to avoid it at your business)

Change is inevitable in any organization, including yours. In fact, innovative companies such as Apple are particularly great at adaptability. Not only do they make computers, they also make MP3 players, smartphones and tablets (and the soon to be announced Apple TV).

Regardless of the type of business you own or work at, there is a good chance you will go through at least four significant marketing changes in 48 months.  What does this mean?  It means that you have probably when through some type of re-branding efforts and/or updated your marketing messages/materials. 

Change Fails 70% Of The Time.

In Dave Guerra's book Superperformance - New Profound Knowledge for Corporate Leaders, he references research indicating that over 70% of change initiatives actually FAIL to achieve desired results in time to make a difference. So why does change fail so often?  It is because 1) Leaders fail to communicate their changes effectively; 2) Leaders do not implement their changes with precision; 3) Their vision of change is rushed and 4) Their vision for change is too "big picture" to work.

7 Ways To Ensure Change Doesn't Fail At Your Organization: 

1. Communicate Your Goal(s):  Communicate your vision of change in a way that inspires everyone.

2. Get Everyone Involved With The Process Of Change: This will allow your staff to work more closely with the change and to feel part of it.

3. Ensure Progress Is Measurable: When you explain your goals, provide metrics in simple terms, like this: "This change aims to increase revenue by 12 percent."

4. Acknowledge Acceptance Of Change: Individuals and departments who embrace change and conform to new procedures should get special recognition.

5. Offer Coaching And Training: Everyone involved in the change will need some coaching, whether it's as simple as reassurance for a job well done or guidance on how to do things effectively under the new rules.

6. Encourage Flexibility: As change happens, everyone needs to remain flexible. Recognize this and encourage everyone to remain as flexible as possible. 

7. Move Forward:  Move forward in formalizing the change. Set an example and make it clear that you expect others to do the same.

Executive Summary: Most people will resist change. Therefore, the best way to handle change is to implement it with a set of procedures and timelines.  And as your company experiences change(s), take note on what works AND what doesn't.  Do this, and you can improve things the next time change happens. 

For more information please visit our website!

Tip #438: 6 Ways To Improve Your Performance

If you interviewed 100 people in business today, most will tell you that they are accurate 95% of the time.   However, when you consider a 95% accuracy rate for doctors, bankers, pilots, air traffic controllers and corporate billing centers, the results could be (and often are) rather disastrous.

Consider These Shocking Statistics.

• 22,000 checks will be deducted from the wrong bank account in the next 60 minutes.
• Each day, 12 babies will be given to the wrong parents.
• The O'Hare International Airport will receive two unsafe plane landings today.
• Each day, doctors perform 107 incorrect medical procedures.

These facts demonstrate that improvement should be a never-ending process, regardless of your industry. Not only does this improve the customer experience and potentially save money, continual improvement will reduce the amount of stress you endure when your company makes mistakes.

Over time, organizations sometimes fail to make changes or audit procedures because what they have in place seems to be working. However, executives must frequently review these processes - even if something works well, there is usually a place in the procedure for added value to the client or customer.

6 Ways To Help Your Organization Improve Its Performance.

  

1. Audit And Ask - Ask questions as you evaluate each department and procedure. If you don't have all of the information, you could do more harm than good when making adjustments to procedures.

2. Measure The Right Metrics - You need to ensure that your organization measures the appropriate metrics. Once you do, you will be able to see what areas need improvement. You can also track the improvements and reward employees for a job well done. Use this data to set new standards.

3. Manage Expectations - When performances and procedures are audited, it's natural that employees feel scared or insecure. Be honest with your employees - tell them why you are doing the audit and encourage their participation. This should be an organization-wide effort.

4. Keep In Mind The Big Picture - Even if you are only focusing on the improvement of a specific department, make sure to analyze and consider how this will affect other departments and the overall organization. Do not lose your sense of synergy as you improve.

5. Provide And Implement Solutions - If you hire an external consultant to analyze and provide suggestions for improvement, you must still remain heavily involved in the process. Although many consultants perform well because they have an objective view of the organization, real change must occur from within. If you do not buy into the change, your employees will not, either.

6. Fine-Tune Your Teams - Teamwork requires time, effort, and scrutiny. Are your teams working together effectively? Make sure your teams are performing at their peak. If not, determine what you can do to support teams to work together more efficiently and effectively.

  

Executive Summary: Successful improvement is collaborative and team-driven. Everyone must buy in to the fact that change will improve process, productivity, and corporate culture. To do this, you must analyze and present data about present areas needing improvement. Inform your team about the reasons for your analysis of their productivity.

For more information please visit our website!

Tip #437: How To Maximize A Third Party Relationship

Many businesses depend upon the services of a third party business partner to succeed and grow. This could include vendors, suppliers, other businesses, the government and consultants. However, the age-old question is this: How can you get the most out of that business relationship?

Click here to read Google's Advertisers Guide To Working With A Third Party Partner.

Third Party Relationships Require A MUTUAL Commitment.

When partnering with a third party organization, you need a level of commitment from everyone in your organization AND everyone in the other party's group. This means keeping the lines of communication open (especially with all decision makers), planning carefully and meeting expectations.

8 Things To Do Before Entering Into A Third Party Business Relationship.

If you want your outside business relationships to run smoothly, you need to work out the details before entering into the business relationship:

1. Get It On Paper And Signed: Detail and outline all agreed upon services, procedures, parameters, marketing commitments and deadlines. Make sure it's official, approved by both parties and also on paper with the necessary signatures.

2. Perform A Background Check: It's a typical business practice to ask for references when considering a business partner. Check their website for testimonials and follow up with anyone listed there. Using Google, high-profile business professionals should not be hard to find.

3. Work Out Expense Details: Who pays for what expenses? Expenses can include transportation and shipping fees. If you hire a consultant, will she want you to compensate her for travel time and lodging? Find out before you sign an agreement.

4. Check Scheduling: Ensure that the outside vendor can meet your schedule and deadlines.

5. Interview The Third Party: Talk directly with a representative of the third party. If possible, try to speak with the business leader or CEO.

6. Keep It Confidential: Since your third party isn't directly employed, he is free to work with your competition unless it's otherwise agreed upon. Even if it is, you should ensure that all third parties sign confidentiality agreements.

7. Detail Your Expectations: Make sure you and the outside party's decision maker understand exactly what is expected and when. The best way to meet expectations is to understand them AND put them in writing. 

8. Employee Commitment: Make sure your employees are aware of your relationship with the third party.  They also need to know what they need to do to ensure your commitment.

Executive Summary: Working with a third party can increase your efficiency, profits and customer satisfaction. After finding a third party that can do this for your business, make sure you take the time at the beginning of the process to ensure a smooth business relationship.   

It is also recommended to confirm each other's commitments and deliverables in writing.

For more information visit our website!

Tip #436: 6 Components To Creating An Effective Team

 After working with different teams, have you ever wondered why some teams complete goals efficiently and successfully while others fail? When components are missing, a team can end up elongating a process instead of completing a task. While every team is different, is it possible that there is a magic recipe for success? 

The 6 Components Of Effective Teams:

1. Active Team Members: Your team will not function effectively unless each team member is willing to put in an effort. You need team members who are proactive and understanding of their own parts in the larger process.

 2. Demonstrated Leadership: If one or more team members demonstrate leadership qualities, you can delegate duties to them (and simply supervise the team). And as you can imagine, this is a more efficient use of a leader's time. Additionally, a good leader will:

• Inspire the best work performance from others.
• Describe and communicate visions and goals (clearly and often).

 3. Integrity: An effective team is guided by an overarching sense of values. Completing work with integrity means sticking to the company guidelines and mission statement. Workers with a strong sense of integrity do more than simply avoid rule-breaking practices; they ensure the highest quality on all work presented. Examples of this include:

• Double checking all work before turning it in.
• Sharing processes with their coworkers. 

4. Goal-Oriented Thinking: To succeed, a team must be able to keep a goal in mind. Future-oriented team members can visualize how their work efforts will create a better future. This type of thinking really galvanizes a team, resulting in a higher level of focus and an emphasis on teamwork.

 5. Enthusiasm: Teams always work more efficiently when they are not bogged down by negativity. Successful teams consist of members who maintain realistic perspectives while tackling all problems with enthusiasm and positive attitudes.  Keep the FUN in doing business. 

 6. Ability To Connect: The ability to work well with others is an asset to any team. When team members aren't buried in interpersonal conflicts, they focus on achieving goals. Workers who demonstrate this quality can:

• Work well with someone even though personalities clash.
• See diversity as an asset.
• Maintain positive relationships.
• Include the entire team in success.

 Executive Summary: Does your team possess these essential qualities? If not, a good leader will work diligently to make a team work together in unison.  Additionally, solving problems effectively and efficiently in a team environment requires a number of conditions to be met: Experience, attitude, willingness and motivation.  But most importantly, valid coordination.

For more information visit our website!

Tip #435: 5 Steps To Solve Problems Fast

Problems at work are inevitable, but you can solve them faster and lessen your stress by resolving problems efficiently. Specifically, if you tackle a problem when it arises, there is less of a chance that it can develop into a less manageable problem in the future. Fortunately, solving business problems is not unlike how we solve problems in our personal lives. You must identify the problem, determine its cause, gather information about it and decide on how to solve it.

You can solve even the most difficult problems quickly using the steps outlined below.

The 5 Steps For Solving Business Problems Quickly Are: 

Step #1: Identify The Problem - What is the problem you need to solve? Before you can tackle an issue, you need to know the parameters of the problem. If the problem involves a team member, third-party vendor or customer, describe the issue after they explain it to you. This will ensure that you are properly identifying the issue.

Step #2: Determine The Cause Of The Problem - Of course everyone wants to resolve the problem, but before you do, you should determine what caused the issue in the first place. This will prevent the same mistake in the future. If there was a breakdown in communication or a deviation from procedures, note that weak point in your process.

 Step #3: Brainstorm Solutions - Using a whiteboard, quickly brainstorm possible solutions. Write down everything you think of and don't over-think it. Keep in mind that there may be more than one right answer.

 Step #4: Decide On A Solution - Eliminate solutions that cannot or will not work. Rank your remaining possible solutions in order, best to worst. Consider all positives and negatives of each solution while doing this.

 Step #5: Take Action ASAP - The longer you wait to fix a problem, the more likely it can get out of hand. This will only add to your stress and spawn new problems. Formulate a quick action plan and immediately embark on the first step.

 Executive Summary:Problem solving skills are important skills - both in your business and life. That said, effective business leaders handle work problems calmly, quickly and efficiently. By working quickly towards a fast and amicable solution, you will show your team that you are able to handle these issues fairly AND effectively and as they arise.  

For more information visit our website!

Tip #434: 6 Essential Tips For Communication

Do you ever go into too much detail when talking with someone? Or how about talking too much or getting hung up on arguing a point rather than building consensus? If you do, this article might be of interest to you or someone you know.  

Almost every decision maker wants a team leader who can clarify objectives and create specific goals/plans for their teams to achieve.

 When you are a leader, you are the hub of communication as well as the intermediary between executives and employees. Because of this, your communication skills significantly affect the direction of your team.

 To help you become a better communicator, we have assembled five tips to help you analyze and improve your own communication skills.

 6 Essential Communication Tips For Leaders Are:

 Tip #1: Remain Adaptable - Great leaders adapt quickly to new situations. When you encounter changes in your work environment, demonstrate flexibility and remain an example to your team.

 Tip #2: Act Approachable And Open To Change - Some of the best ideas in your organization will come from the employees that you manage. If others see you as approachable and willing to accept new ideas, they will be more likely to share these ideas with you.

 Tip #3: Handle Stress Professionally - Keep calm in stressful situations and it will help your team do the same. Observe and control processes to make sure that one team member is not getting overloaded.

 Tip #4: Work Creatively - Without innovation, your business cannot grow. Even if you have a novel idea, you need to continually develop creative solutions to stay ahead of your competition.

 Tip #5: Listen Actively - Active listening ensures that you understand the other person's concerns. Additionally, it allows you to provide a concise and targeted response, maximizing your clarity.

 Tip #6: It's Not About You - The key to talking with someone is asking more questions than not. As all experts agree, you have two ears and one mouth; therefore, listen twice as much you talk.

 Executive Summary: Great leaders communicate effectively and openly. They are also easy to engage in conversation. To help you become a better leader, you should listen actively and remain a positive example for your team and know that you are the communication hub for everyone as well. The key to your success will be your ability to focus on clarity to avoid confusion or misunderstanding. 

For more information visit our website!

Tip #433: How To Create Opportunity From Conflict

Some business leaders avoid conflict if they cannot determine an immediate benefit in resolving the issue at hand. Additionally, they may feel uncomfortable with confrontation. However, conflicts are a reality; therefore, they also can present an opportunity for learning and improving work behavior, the work environment and your overall processes.

Not Dealing With A Conflict Can Lead To Staff Confusion And Lack Of Respect. 

When a manager is extremely uncomfortable with confronting others directly, it can lead to confusion in the team or worse, lack of respect. Furthermore, by not dealing with the issue or conflict, it tends to grow and worsen. And if it does, it can negatively affect your corporate culture. 

4 Tips For Creating Opportunity From Conflict Are:

Tip #1: Deal With Conflict Resolution Directly - Address an issue as soon as you encounter and identify it. This can prevent the problem from worsening and will prevent misunderstandings. If you can help conflicting employees see each others perspectives early on, it is easier to frame it as a learning experience.

 Tip #2: Differentiate Between Positive And Negative Stress -Did you know that stress can be positive or negative? Positive stress (such as that associated with meeting a realistic deadline) is different from negative stress (such as stress generated from working with an emotionally abusive employee). If you can tell the difference between positive and negative stress, you will know when to simply coach an employee through a situation versus directly intervening.

 Positive stress can cause a bit of tension, but generally it causes employees to remain dedicated to a task. Negative stress causes extreme irritability and results in hurt feelings and conflict.

 Tip #3: Develop And Use Your Interpersonal Skills - If you relate well to others before a conflict even occurs, you have the best possible tool for dealing with issues when they do happen. If your team trusts and respects you, they will listen to you when it is time for you to step in and resolve a conflict.

 Tip #4: Enhance And Utilize Your Communication Skills - Listen actively and let your employees understand that they are being heard. You can do this by reiterating their concerns in your responses. Use an objective perspective to avoid emotion and stick to fact-based solutions. Your calm and diplomatic demeanor will provide an example to your team.

 Executive Summary: When you deal with conflict directly, you have the opportunity to provide a teaching moment to the parties involved. Additionally, you will cut down on employee dissatisfaction, negative morale and decreases in production. 

While it is easy to understand how conflict can create a divide between two coworkers, an effective leader can demonstrate the opportunity in such a situation. If you set the example, you can be the change you wish to see in your corporate culture.

For more information visit our website!