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30 Do’s And 20 Don’ts In Starting A Small Business

Small scale businesses are easier to set up compared to the middle or large scale businesses that require more time, feasibility reports, ad...

Monday, March 25, 2019

Wednesday, March 20, 2019

What Is Customer Service?.... The 7 Essentials To Excellent Customer Service

In this YouTube Video, learn "What is customer service?  The 7 Essentials To Excellent Customer Service" in this complimentary video series from business coach and consultant, David Brownlee. CEO of Pure Customer Service and founder of www.PureCustomerService.com and The Pure Customer Service Training Program, 8 Secrets To Create Raving Fan Clients. 

Thursday, March 14, 2019

Customer Service Vs. Customer Experience

Customer service vs. customer experience; Do you know the difference?

One of the best exercises for you to do is make a list of companies or businesses that you go back to over and over and over again, and ask yourself why.

On the left, list five companies you return to again and again, and on the right write the reason for doing so.

For instance, on the left write, "I go to this restaurant at least once a week" and on the right write, "I go there because _____________."

The thing that goes into the blank is generally one of these six reasons. They will give you a lot of clues for your own business.

#1: Fast - 

#2: Quality -

#3: Cheap -

#4: Luxury -

#5: User Friendly -

#6: Customer Service -

Tuesday, March 12, 2019

Seinfeld Customer Service Example

There's nothing wrong with learning some valuable customer service lessons with a little humor.

Friday, March 8, 2019

I Was Seduced By Exceptional Customer Service

John Boccuzzi Jr. discusses why customer service, as opposed to traditional marketing strategies, has the potential to be the greatest form of marketing for a brand. John Boccuzzi Jr. has more than 20 years’ experience as a sales, marketing and customer experience executive, with a proven track record of strategic thought leadership in both private and public companies. John most recently served as Vice President of Sales & Edible for Business for Edible Arrangements, LLC were he led a team of 5 Senior Directors and Directors and total personnel of over 100 across several key departments including: Business Gifting, Business Development & Brand Partnerships, Franchisee Support, Customer Care and Training & Development.

Wanting to share his passion for developing and delivering the best possible solutions and customer experiences, John formed Boccuzzi LLC. John has a Bachelor’s Degree from Bryant University in 1990 with a focus in Entrepreneurship.

When John is he enjoys spending time with his two amazing children and wife of 21 years. He is also a foodie, cook, bee keeper, mico fruit farmer and runner and has completed several marathons. This talk was given at a TEDx event using the TED conference format but independently organized by a local community.

Monday, March 4, 2019

How To Give Great Customer Service....The L.A.S.T. method

Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give great customer service. You will learn many polite expressions you can use with your customers. I will explain the Listen, Apologize, Solve, and Thank (L.A.S.T) method, which will help your performance at any customer service job. I'll also give you my customer service tips for dealing with an angry customer.

Wednesday, February 27, 2019

How To Sell More To The Clients You Already Have

Generating new leads is tough - you need to be out there hustling, networking, creating, and following up every day. There are amazing tools, such as lead magnets, that can work for you with minimal effort once created. But as we know, its easier to sell to an existing client, than to bring in a new one.

So how do you upsell, without feeling like you're upselling?

1.  Don't think of it as upselling - think of it as continuing to add value. If you're a career coach, then an initial program may be creating an amazing resume, but the next step for your client may be tips on asking for a raise or seeking a promotion. Continue to develop programs to address your clients growing needs.

2.  Always ask yourself "what else," and ask your client "how else can I help you." Let this conversation flow freely and listen. Perhaps a monthly accountability call will help your client continue to prosper, if you get that sense, offer it! Understand what success looks like to them and help them continue on this journey. Be proactive and stay involved!

3.  Understand your own business goals, and how these goals related to your client. When clients enter your sales funnel, do they drop off at a certain point? What step are you missing that can keep your clients engaged longer.

4.  Listen to your client's concerns - helping them overcome a new challenge isn't upselling (exactly), it's serving them better. Listen to their needs and concerns outside of what you're helping them with right now.

5.  Upselling is less about selling as it is about building relationships. Always look for ways to continue to establish yourself as a resource with an open door. Your clients need to feel that you're with them for the long term, and the relationship is one that you value.

Most importantly, not all clients are perfect for an upsell. Review your client list to determine which are a good fit, are ideal clients that you enjoy working with, and will truly benefit from continuing to work with you. Don't upsell for the sake of upselling (see these clients as sources of referrals, not upselling opportunities).

Remember, understanding your client and their journey is key - what brought them to you, where are they headed next on their journey? Frequently review client intake forms for greater insight and opportunities to develop programs to help the whole client, not just one specific need.

Looking for help on understanding your client's journey? We have a worksheet that can help guide you - send us an email to get a complimentary copy!

We help business owners find more time.

Discover how entrepreneurs just like you have freed themselves from the overwhelm of tech. Download our FREE report at https://pmawebservices.com/

Thursday, February 21, 2019

Top Two Formulas For Creating A Small Business Strategy

If you think that a business strategy is not important because you only have a small venture, then you need some serious rethinking to do. Creating a strategy is a crucial task of a business owner. Even if you only have a garage-type operation or an Internet-based home enterprise, the strategic direction that you will set for your business will determine your failure or success.

Unfortunately, most small business owners are intimidated by the word strategy. They will simply create a short-term business plan for their weekly or monthly operations. If you are following this approach, then you will have a difficult time transforming your small business into a big and highly successful corporation.

You have to remember that creating a business strategy need not be too complicated. There are simple ways of devising a strategic plan for your small venture. Here are the top two models or formulas that could help you.

The Goal-Focus Graph

Creating a strategy graph that focuses on your bigger goals is the easiest and simplest way to formulate a strategic plan. You do not have to earn a business degree to create the goal-focus graph. In fact, you can finish creating the strategy in a few hours.

What you need to do is to get a clean sheet of bond paper. Consider this paper as a representation of your 5-year strategic plan.

The bottom edge of the paper is year zero while the top-most part is the fifth year. On the bottom part of the paper, write the current status of your business. Then you should write your five-year goal on the upper edge of the graph.

The blank space of the paper should represent the x-number of years or months and you must set concrete and quantifiable milestones for each year or month. Make sure to set the major tasks that you have to accomplish to reach a milestone. Once you complete the goal-focus graph, then you will now have a working business strategy which should guide you for the next five years.

Following the Kaizen Model

The Kaizen model is a Japanese invention focusing on performance and productivity. It is practically a hands-on business strategy which could become the unique culture of your enterprise. Even the global MNCs of Japan are following the Kaizen model to chalk-up more achievements.

The Kaizen business strategy is not complicated. In order to simplify your approach, you need to focus your efforts on improving two things: customer relationship and employee morale.

Your intra-corporate strategy should be centered on teamwork, quality, rewards system, discipline, and thrift. On the customer or sales side, the focus of your strategy should be customer satisfaction, giving greater value, building lasting relationships, and maintaining cordial communications.

If you apply the Kaizen principle to your small business, then you are already half-way to your success. This is a proven business strategy that promotes greater customer loyalty and harmonious relationships within the workplace.

Creating a business strategy for your small business is not difficult. You can easily create a strategy as long as your business goals and objectives are clear. Once you have created a strategy for your business, you have to apply it consciously in order to achieve greater success.

By Arlene Lagman-Tabamo

Tuesday, February 19, 2019

Are You There For Your Customers?

I have a question for you. Are you there for your customers?

I don't mean, do you show up for work every day? That's a given, an implicit agreement. That's the bare minimum.

I don't even mean, do you have a customer service process that works? That's also the price of entry: it's how you stay in business.

What I'm talking about is bigger than customer service. It's an opportunity to go beyond the minimum, to expand your income and your impact.

It's an attitude.

Have you had an experience with a business that was stellar, truly outstanding? Almost all of us have. The interaction left you feeling cared for, really seen, right? And will you mention that experience and that company to your friends? Sure you will!

That's the attitude I'm talking about. One that creates an outstanding experience for your customer.
Think about what "I have your back" when it comes to customers would mean for your business. It's an attitude of curiosity, openness, caring, and learning what's important for them.

If you're focused on having impact with your business, on being your awesome self, on contributing, on making the world a better place with your business, you're also focused on helping your customer have the impact they want to have.

Here are some examples:

  • You extend your business hours if they have a pressing issue.

  • You ship product to them more quickly if they have a sudden jump in demand.

  • You find ways to share information and contacts with them that you know will be helpful.

  • You respond with encouragement if they're doing something new.

  • You reach out when you know your customer is going through a tough time personally, maybe with a health issue, or in their business, to see how they're doing and offer your presence.

  • You act as if this relationship is the most important thing to you in this moment.That doesn't mean you trample all over your own boundaries and others' just to please a customer. You and your business have to have boundaries to survive and be sustainable. I'm talking about a mature, adult relationship with people who matter to you. You care, and you're willing to show it in ways that nurtures everyone.

    An attitude of, "I'm here for you" means:
    1. You build trust

    2. That increased trust builds stronger connection, which ultimately leads to...

    3. More sales and

    4. More referrals and

    5. A more deeply fulfilling experience for your customer and for you

    6. Expanding your impact!
    The great thing is that an attitude of "I'm here for you" doesn't just go one way, towards the customer. You benefit too, personally and professionally. You feel more connected, you trust yourself more, you feel more deeply fulfilled. It's an all-around positive for everyone.

    You can even extend this attitude to all the people who are so important in helping you deliver what you do in your business: team members and even suppliers. Everyone that helps nurture and grow your business.

    Next time you have an opportunity, consider how an attitude of "I'm here for you" changes what you do and say.

    Are you there for your customers? If you are, you'll have more income and more impact.

    By Ursula Jorch

    Ursula Jorch is a speaker, business coach and consultant who helps entrepreneurs grow a successful business that makes a difference in the world. A 21-year successful entrepreneur herself, Ursula helps you define the difference you want to make in the world and develop strategy and marketing so you have ever-expanding impact.

    Find Ursula on her podcast, Work Alchemy: The Impact Interviews where she interviews impactful entrepreneurs and leaders like Seth Godin and Marianne Williamson, and at WorkAlchemy.com for free resources for you and your business.

    Friday, February 15, 2019

    Does Your Business Have Mojo?

    What makes one business better than another? Better at making money. Better at marketing. Better at setting up great systems.

    Yes, all the great business skills that people put into practice definitely play a role.
    But it's more than that. Every business that puts those skills into practice doesn't necessarily do as well as the founders had hoped, in a sustainable way.

    What's missing in those businesses that don't achieve their promise is mojo.

    Mojo is about impact. About using your leadership to bring together all the elements of your business to make a positive difference in the lives of the people it comes into contact with.

    How do you get mojo? By actively appreciating that your business has the potential to become a difference maker in people's lives. Let's break that down:

  • See and choose the impact you can have. From the many possibilities of impact, of difference-making, choose the difference you want to make. What change would you like to see in the world that you and your business could influence?

  • Connect to where you are. Being an active part of your community with your business makes for great mojo. People recognize the connection, and adopt your business as their own. And your business is affected by where you are: it's the terror of your business, like the climate, soil, and weather of grape growers: that special mix of people, location, and surroundings. Even if your business has clients around the world, that is a community too.

  • Serve your customers willingly and well. When you appreciate that your business can make a difference in people's lives, you feel motivated to amp up your customer service to an unprecedented level. You're making a difference, after all! It's more than just delivering a product or service.

  • Embrace your team. All the people that come together to make a difference with your business are important. Team members and suppliers too. With that level of appreciation in mind, your relationships with these VIPs can shift to care and recognition. They become loyal to the business and the impact it is having.

  • Keep it manageable. Not everyone has to have an empire. Keeping your business the size you want, where you know everyone and can talk to them and hear about their lives, is a worthy goal too. Perhaps more worthy than building just for the sake of size. With size, you can waste what you've built through hierarchy. If you lose your impact along the way, then what is the point anyway?

  • Business isn't just about the mechanics, the spreadsheets, the tangibles. Great business is an art. Mojo lets you be an artist, in your own unique way.Mojo creates intimacy, a deep connection between your business and the people it touches. The relationships with team, clients, suppliers, and the community is one of the great rewards of your business and one of the crucial generators of mojo that your business radiates.

    The mojo effect ripples out. Fulfilled and satisfied team and clients become people who can make a positive difference in other people's lives too. It's all part of your mojo!

    By Ursula Jorch

    Ursula Jorch is a speaker, business coach and consultant who helps entrepreneurs grow a successful business that makes a difference in the world. A 21-year successful entrepreneur herself, Ursula helps you define the difference you want to make in the world and develop strategy and marketing so you have ever-expanding impact.

    Find Ursula on her podcast, Work Alchemy: The Impact Interviews where she interviews impactful entrepreneurs and leaders like Seth Godin and Marianne Williamson, and at http://www.WorkAlchemy.com for free resources for you and your business.