Marketing-Public Relations-Special Events
RAY’S DEC. 2009 MARKETING TIP
From a Customer Service Perspective, what steps can you take to assure the longevity of your business?
As a small business owner seven times over myself (very comfortable in "YOUR shoes"), I’d like to suggest 10 steps that an entrepreneur can take to ensure their company’s long time survival from a CUSTOMER SERVICE PERSPECTIVE:
1. PROVIDE A GREAT PRODUCT OR SERVICE This means continually tightening systems, introducing new products, and constantly keeping an eye on quality control.
2. CHANGE “ON A DIME”
Take full advantage of your competitive edge....do what the “big boys”can’t!
As you see a need for change, do so quickly.
3. KEEP CUSTOMERS COMING BACK
Keep and "keep" in contact with your present customer base...a customer in motion stays in motion…but someone unengaged, is merely just a prospect!
4. ADD ON TO YOUR CUSTOMER BASE
Set a goal (and mechanism..ie. solid marketing plan) by which to acquire new customers.
5. GO THE EXTRA “VALUE ADDED” MILE
On occasion, give your good customers something extra … a sample of a new product, or a new service they have never tried before. This “gift” exhibits customer appreciation, and is an opportunity to expose them to something that you do , or have that they are not aware of.
6. WATCH YOUR PRICING
Check the competitive landscape to make sure you are in line..you need to make sure you make a satisfactory profit, but the customer has to know that they are getting their money’s worth!
7. ADMIT YOUR MISTAKES…OR CUSTOMER SERVICE GLITCHES
When something goes wrong (or when nothing is wrong, but the customer’s perception is that something is wrong), go over and above to correct the situation, regardless of your personal feelings............remember the .......... “Hirsh 11th Commandment:"
“You can’t win an argument with a customer..because ...if you’ve won, you’ve lost!”
Remember, lighten up..it’s only a mistake.
8. OVER INDULGE FIRST TIME CUSTOMERS
Whatever they buy, or whatever service you provide for them, triple check to make sure that it’s right! Then go out of your way to show that you appreciate their business. So so quickly..a first time customer can become a last time customer!
9. ALWAYS GIVE YOUR CUSTOMER'S A CALL TO ACTION
Be clear with your customers as far as what you want them to do…give them specific direction that is easy to understand..ie..”buy one and get one at half price ,” or “ 20% off on this item or service through June 30th ONLY.”
10. THINK/BE POSITIVE
Positive thinking, and a good attitude becomes contagious…and brings more “dollars in the door.
FEET-ON-THE-STREET-MARKETING has effective, customized, individual, Marketing Programs covering each of the topics listed above. We'd be glad to speak with you in regard to any of the above 10 points, or any other marketing topics which might warrant discussion with you.