by Angela Taffs | Oct 9, 2018 | Business Success
How dare a customer actually try to buy from you!!
Recently in an online group, a lady was complaining that she had contacted a number of small businesses and yet they hadn’t responded. I can totally sympathise with this lady as I regularly get the same treatment.
Whilst a few agreed with her, there were far more comments from those that owned small businesses and went on the attack.
Comments included:
“When I’m contacted people don’t bear in mind I work over 40 hours, I can’t be on my phone all the time”
“I have a family, and a home to look after, and they come first!
I don’t always have the information to hand, like when I’m on the school run or swimming lessons and usually I’m too busy getting tea ready to respond to messages when I get home.”
“I’m behind on our emails but that’s because I’m so busy”
“I’ve got too much work to do to reply straight away, … oh and I also have a life! I can’t stand the beck and call attitude of some customers.”
“I haven’t had a day off in weeks”
Wow!!!! Really??
Do you feel like this?
Yes, we can all get frustrated by our clients at times but women with the attitude of these don’t deserve a business in my opinion.
After all, there are plenty of people out there desperate to have more customers contact them. These women are obviously irritated. How dare someone interrupt their life to try and place an order.
Running a home and a business whilst raising a family is difficult, but customers aren’t telepathic. They don’t know how busy you are and to be honest, why should they care. They have their money in their hand and they want to buy something.
If you’re too busy, they will just move on somewhere else, or perhaps not.
Perhaps if the customer was treated with a little common courtesy they may wait until you are less busy. A simple holding email letting them know when you will be able to respond firstly acknowledges their enquiry, and secondly sets their expectations for when they will be responded to in full.
If you are running around like a headless chicken with a ‘woe is me’ attitude, sort yourself out. Take a look at your business from a customer’s point of view. Get in the right mindset of a successful business owner and change your attitude. Streamline your business. Cut the crap and work on effective systems. Set expectations with customers through your website and autoresponders in busy periods.
Remember, the customer is in control of your business success, not you. He can fire you by simply taking his business elsewhere.
I can hear the keyboards tapping away already, so go on, use the comments box and let me know your thoughts.
by Angela Taffs | Oct 2, 2018 | Business Success
“Most people do not listen with the intent to understand; they listen with the intent to reply.”
This is a quote in Stephen Covey’s book The 7 Habits Of Highly Effective People that I’m currently reading.
When I read this, a memory immediately came to mind that happened about 20 years ago. It was when I was in a meeting which was getting rather heated. I was one of the vocal ones (surprise surprise!) and when one of the other people in the room was in the middle of arguing with me, I was eagerly leaning forward attempting to jump in with my response.
Suddenly, the chair of the group stopped us. She turned to us both and said “I want you to both stop and listen to each other rather than waiting for your turn to reply. And I mean really listen!”
This stopped us both in our tracks. Well, it certainly stopped me. I realised instantly that I hadn’t really listened to anything the other person was saying as I was so intent in listening for a gap in the conversation to jump into and take over.
I have never forgotten this moment and when I have a strong opinion on something and want to get my point across, I now have a totally different stance. I now sit back. And listen.
Why?
Because I may just hear a different perspective that I hadn’t considered before, and this may just change my viewpoint. And if not, I can honestly and calmly say when I get the chance that I have listened carefully to all views put forward and would now like to put forward my own. This commands much more respect than being the one who shouts the loudest.
If you really want to get your point across, take a tip from Stephen Covey. Seek first to understand and then to be understood. It makes a huge difference, I promise you.
If you want to read The 7 Habits of Highly Effective People you can buy it here on Amazon.
by Angela Taffs | Aug 31, 2018 | Sales and Marketing
MARKETING IDEAS
Here is a basic list of marketing mediums, both free and paid, that could be useful to your small business. Before you start on any marketing think carefully which are best for your business and which are going to get your marketing message in front of your ideal customers. Don’t just blindly follow the crowd and do something because others are doing it. They may just be throwing their money down the drain or may have a different ideal customer to you.
Free marketing ideas
I want to put a disclaimer here. Whilst I have said the list below is ‘free’ please remember that there is still a cost element due to the amount of time you will take to implement your marketing through these channels.
Directories
Most online directories offer a free listing. Research the better ones and get yourself listed
Blog
Set up a free blog and post new articles frequently to build up a following of people who may become your future customers
Newsletters
These can be sent by email to your subscribers or posted out to potential customers, again dependent on your business and your ideal customer.
Social media
There are so many social media channels to choose from. Start off setting up pages on just a couple of social media sites until you are comfortable with them and don’t become overwhelmed
Referrals
Ask people to refer customers to you. If you don’t ask you don’t get!
Speaking events
Offer to do a free talk at local events to raise awareness of what you can do for potential clients
Media release
Send your details to as many publications as you can think of. You never know who may give you some free publicity
Telemarketing
If you have a phone contract and you don’t use all your minutes, take some time to call prospective customers to introduce yourself (don’t cold call though – a big no-no!! You must have a connection with them first and permission to speak)
Networking
Attend networking events and turn up everywhere that your target audience hangs out. Remember to take your business cards.
E-books
Create an E-book that is branded with your company details. Offer as a free book to draw attention to your business.
Surveys
Carry out surveys online or in person to find out information about customer buying habits whilst raising awareness of your brand at the same time.
Contests
Run a contest or competition where the winner can get a free product or service or a discount on a purchase. Raise awareness of your brand with all entrants.
Direct mail marketing
If done correctly, direct mail can still be a lucrative way of gaining new customers.
Paid for marketing ideas
Print advertising
Print can still work for many businesses and print tends to get read more in-depth than online ads.
Online advertising
Pay per Click/Advertising on complementary websites, social media adverts etc. all form part of online advertising
Leaflets
These can be professionally designed and printed or created from home. Always do a test run on just a few before printing hundreds.
Business cards
Don’t leave home without them! You never know when, or who, you are going to meet so have them ready to hand out.
Directories
Both print and online. You can pay for a banner ad in directories that put your business at the top of the listings ahead of the free ads.
Events
From high-end trade events to setting up a stall at your local village fete.
Website
A website is essential for any business these days. From a low cost ‘free template’ site to a professionally built site, just make sure your site will be able to grow and be changed in line with your business in the future.
Public relations
This can be expensive but if your business requires it, hiring a professional PR company can get great results and reduce the need for other forms of advertising.
Catalogues
Do you have products that would suit being put into a catalogue? Catalogues can be digital or printed and then mailed to your prospective and existing customers.
Promotional materials
Pens, mugs, bags and notepads. In fact, just about anything can be printed on.
Affiliate marketing
Get others to do the marketing for you and then pay them a small fee for each sale they make. There are many affiliate sites online that can help you get set up.
Sponsorship
This can be from a single one-off event to sponsoring a team or organisation long term.
Signage
Think of where you might get seen by your ideal client. From car stickers to roadside signage to billboards at sporting grounds or on buildings, start to take note of the different signage out there and where yours might fit in.
So there are just a few small business marketing ideas to get you thinking. If you have any to add, pop them in the comments box below.
by Angela Taffs | Aug 30, 2018 | Business Success
12 months ago, my daughter got engaged and this past weekend, she finally tied the knot with the man of her dreams.
When they got engaged, I had a vision of how the day would go and the décor that would suit her relaxed style. I knew it wouldn’t be easy to pull off so I spent a lot of time researching and planning to see if I could get together everything I needed.
It was stressful at times, there were tears, but I persevered and cannot tell you how happy I was the day was simply beautiful. From the trees I hired in and had lit up, to the festival style food and the exquisite decorations, everything was perfect.
But why am I telling you this?
Fail to plan, plan to fail.
Because the same principle applies to building a successful business.
- Research and planning are critical.
- Having a timeline in place and constantly working towards that is what turns dreams into reality.
- Not giving up when the going gets tough or when someone tells you what you want isn’t possible.
Only this week, yet another new business in the town where I live closed its doors after just a few short months. Everyone blames the locals for not supporting it but I have to disagree.
I put it down to bad planning. When building a business, you cannot expect to open your doors and have a flood of people come running through to spend their money with you.
- You have to plan for the long term.
- You have to work out your finances to see you through the early days.
- You need to build trust and rapport with your ideal clients which is going to take time.
Blaming others for the failure of your business is burying your head in the sand. If your business fails, I’m sorry, but it’s down to you! Harsh but fair! Yes, external factors come into play, but I have yet to see a business fail where the owner has planned, researched and stuck with it through thick and thin.
I know my thoughts may jar with some and await the replies with reasons beyond control why businesses failed. And I’m looking forward to them. Tell me if you agree or disagree in the comments box below.
by Angela Taffs | Aug 8, 2018 | Sales and Marketing
I was given a challenge recently by my own mentor to do a series of Facebook Live videos to help build my profile. Now, I have done many of these in the past so this didn’t bother me at all but I had forgotten a few simple tricks that can make the process less daunting and far more successful.
And I’m going to share them here with you.
Top Tips How To Do A Successful Facebook Live
PREPARE YOUR CONTENT
Don’t just start recording without at least a few minutes of thought.
What’s your subject going to be about?
Yes, that’s obvious, I hear you say but so many go off track and totally forget what they were supposed to be talking about when caught up in the live moment.
What’s your objective?
Do you want to raise your visibility or gain more subscribers to your mailing list? Or are you using this as a lead into a paid product? Decide this in advance as it will determine your call to action at the end of your Facebook Live recording.
Create your content
- Write your intro and what you are going to be talking about
- Create a catchy heading to give to the Facebook Live video
- Prepare some bullet points for the main content. You need to be looking at the camera so don’t read off a full script. Just a few simple bullet points will keep you on track.
- Jot down a short, simple call to action. Tell viewers what you want them to do next. Do you want them to call you, email you, visit your website or something else?
GAIN PRIOR INTEREST
Post in advance and let followers know what date and time you are going live and what the subject is going to be.
Encourage them to be there live for a special offer (if you have one)
FINAL CHECKLIST
- Microphone turned on
- Wi-Fi connected (if live)
- Battery fully charged on recording equipment or connected to a power source
- Lighting correct. Use natural daylight if possible but beware of shadows across your face or sunlight in your eyes. Buy an anglepoise light with a daylight bulb if you are in a dimly lit room.
- Non-distracting background. Check your background. Keep it simple and uncluttered. You don’t want people being distracted by what’s going on behind you and a busy or messy background will do just that.
- Phone turned off. Don’t forget to turn off the sound on your landline if that is in earshot. (Remember to turn it back on again after!)
- Computer notifications turned off
- Children and animals out of earshot
- Lift your chin and look up to the camera. If you have the camera too low and look down to it viewers will be staring up your nose – not the best view!
- Check your appearance. Do your clothes look ok and are your teeth clean? You don’t want spinach from your lunch causing more conversation than what you are talking about. Double check hair and makeup.
- Have your bullet point prompts near to hand
- Keep pen and paper near to hand (make notes of any follow-ups to questions required)
- Have a flash card with your contact details (useful to hold up at the end of the video for people to know how to contact you.
- A glass of water (useful if your throat gets dry or for coughing fits)
- Smile – and have fun!
GO LIVE
Give housekeeping tips.
Do you want people to ask questions as you go along, or do you want them to wait until you have finished? Tell people watching on replay to post their comments and use the like/love buttons.
Ask for interaction.
Tell people constantly to give you a thumbs up or a heart as you go along. Ask them to give a thumbs up if they understand what you are talking about. Ask them to give you a heart if they love what you are saying.
Be responsive to messages.
Make sure you answer messages. Thank people if they leave a message. Respond quickly if viewers ask questions.
Be yourself.
Smile and have fun. People want to see the real you. Don’t worry if it doesn’t all go to plan. Viewers will see that you are human after all and will be able to relate to you so much better.
AFTER
Keep checking in
Go back and check for any messages. Go back over the next couple of days and check if any new comments or messages have come in. Respond to these.
Share your video
Share your Facebook Live video using the specific link. All you need to do is right-click on the video once it is finished and, on your page, and copy the URL. Take this link and share it in your blog and newsletters. Get your message out to as many other people as you can.
