by Angela Taffs | May 7, 2018 | Sales and Marketing, Uncategorized
How an FAQ page can help get you more sales
Do you regularly get asked the same questions over and over again? Set up an FAQ page on your website with answers to the most frequently asked questions and then direct incoming inquiries to this. It will save you a lot of time and effort.
Questions will differ from business to business depending on what your customers or clients ask you.
If you have a bricks-and-mortar shop it may that you need to give directions to your shop or let customers know where the nearest parking is and what it costs. If you have an online business it may be that you need to let clients know about your working hours, the best way to contact you and how to make a booking or cancel an appointment.
To help you get the most out of your FAQ page, use the three top tips below.
Prioritise your Q&A’s
You could end up with quite a long list so may sure you prioritise your questions with the most common ones at the top. If the list really is getting out of hand, think about putting questions into sections. A section on location could give both the directions and parking information. A ‘working together’ section could include questions on working hours, terms, and conditions, booking, cancelling etc.
When you are giving the answers to the questions listed, make sure you reiterate key benefits to the reader rather than just cold, boring facts. This FAQ section can be a great selling tool where you really overcome any objections a prospect has so make the most of it.
Keep answers short and sweet
Remember to keep your answers short, sweet and to the point. You don’t want to go off on a ramble that leaves the poor reader more confused than when they started. Try and keep answers to just one or two sentences where possible.
Consider using video for answers that need a more in-depth explanation. Again, keep it as short and sweet as possible but it can be easier to get a point across clearly in a video than trying to explain it in text.
Keep answers updated
Do make sure you diarise to keep your information updated on a regular basis. You don’t want visitors rocking up to your shop if the nearest car park listed on your site has closed! Yes, it happens!
It can also be a good idea to include a form at the bottom for readers to ask a question that is not listed and if you are sitting at your laptop frequently, think about having a live chat box to answer questions in real-time.
Do you have an FAQ page on your site already? How about sharing to give us all inspiration? Pop the link in the comments box below.
by Angela Taffs | Apr 30, 2018 | Business Success, Running a Business
Are you aware that your business email address can gain or lose you business? And no, I don’t mean wrong as in misspelt.
So often, I come across someone whose business I like the look of, I go to their website, love what I see and go to the contact page. And therein lies the problem. Their email address ends in @hotmail.com or gmail.com.
But why is this a problem?
It makes you look unprofessional
Firstly, having a Gmail or Hotmail business email address makes you look unprofessional. Your website may give out all the right signals but can be instantly let down by an amateur email address. Whenever I see one of these email addresses, I instantly change my impression of the company and don’t view it in such a professional light. If you have a specific domain name for your business, use this for your emails also.
Your business email address may be viewed as spam
Secondly, if you are sending emails with a @Hotmail, @Gmail or similar, there is a much higher chance your mail will get blocked at the other end. Many companies have blocks on these emails as they have a high chance of being spam. You don’t want to be tarred with the same spam brush, do you? If I ever see an email come in from a Hotmail or Gmail account from a business, I simply delete it.
You are missing a marketing opportunity
Thirdly, if you use a specific email address ending in your domain name when you send out emails to contacts they may just become curious and check out your website. Another simple way of helping drive traffic to your site. I’ve done this before with people I have been in contact with and then become a buyer. It’s a no-brainer!
If you don’t have a professional email address, go set one up now. Usually, you can get one free through your domain provider and it’s not difficult to set up. And if you are afraid of having to check in to different email accounts for both your personal and business emails, you can simply forward your emails to one single account.
Remember, it’s the small things that can make a big difference.
by Angela Taffs | Apr 16, 2018 | Business Success, Customer service
Do you ever have clients placing an order for your products or services only to cancel a while later? There may be a very good reason why.
Communication!
Yes, that simple act of keeping in touch and letting them know what is happening behind the scenes can make the difference between a happy customer and one who gets fed up thinking they have been forgotten and decides to take their business elsewhere.
There is no better example of this than when I ran my estate agents. Other agents were getting complaints and clients cancelling all the time to switch and coming to me. My clients stayed with me and the business was built on word-of-mouth recommendations.
Why?
Because I kept in touch. I put myself in their shoes and kept in mind how they might be feeling. Whilst my team were busy behind the scenes calling people about their property to book viewings and chasing surveyors and solicitors when a sale was agreed, the homeowner had no idea this was going on. All they had from other agents was silence. I made sure that every one of my clients had a call to update them every single week, even if there was nothing new to say. It made them feel important. They knew exactly what was going on and appreciated the call.
Yes, it took time and effort but the fact that my estate agency soared whilst others were struggling spoke volumes.
The key to stopping clients from cancelling
Take a moment to think about how often you keep in contact with your clients. Are you busy working behind the scenes on their behalf putting together their order or working on a project for them? Do they know this? Are you updating them? If not, then perhaps it’s time to think again about your communication policy. Set up a simple database such as CapsuleCRM to keep in contact with everyone and see how much they appreciate it. This simple step really could be the key to stopping your clients from cancelling and going elsewhere.
Just to finish, here are two current examples. Just this morning I cancelled an order with a local company for having a sign made as they simply have not kept in contact with me and not sent information to me as promised. I have chased them no less than three times and yet they have still failed to keep in contact, and I am now fed up. I have now contacted another company and transferred my order to them.
The other example is my husband’s laptop which stopped working whilst under guarantee. We took it back to the shop where it was purchased and they promised to fix it asap. That was six weeks ago!!! My husband has called on a number of occasions to get updates and then called again this morning. They said it was fixed and had been posted back. If this company had kept us updated and even let us know it was fixed and on the way back, we may have bought from them again. As they couldn’t be bothered to keep in touch, we have both said we will never buy from them again (and will tell others not to!)
Communication is key
Remember, whatever you do, don’t forget communication is key. If you don’t keep in contact with your prospects and clients, don’t be surprised when they go and buy elsewhere.
by Angela Taffs | Mar 20, 2018 | Angie's ramblings - The reality of working from home, Personal and Lifestyle, Starting a Business
A HOME OFFICE VERSUS AN OFF-SITE OFFICE
Which office type is best for your business?
Every company or business establishment have their own office space where customers or potential clients visit them to conduct business. An office is a place where all professional matters are handled and any business transactions are conducted. Having an office premise gives a professional image to a business and is preferable for many small business owners. However, some people find working at an office inconvenient because of commuting time, restricted opening hours if the office is within a shared building etc. Or, they may simply not be able to afford the premises. Therefore, many small business owners decide to run their business from a home office.
How do you choose?
Working from Home
Home-based business owners set up their home offices where they handle all work-related tasks. In fact, most set up their own home office where they can entertain clients and business associates at home. Many find this a convenient set-up since they can attend to their work while able to still spend time with their family.
However, with the accessibility of the comforts available within your home, it is easy to fall into the wrong idea that you are not working. Hence, you need to develop a sound level of self-discipline in order to separate business from pleasure and focus on what you need to do at work.
Which is better?
There are several considerations that one has to make before deciding whether to opt for a home office or an off-site office instead. Each one has its own set of advantages and disadvantages. Therefore, it is difficult to conclude that one is the better option over the other. The best way for you to decide is to come up with a checklist of these pros and cons. Then, determine whether the pros outweigh the cons or vice versa.
Also, you need to consider your own attitude towards work. If you are the type of person who had to be constantly reminded and lacks the initiative to work on their own, then setting up a home office could be a devastating idea. Below are a list of pros and cons that would help you come up with a decision.
Home office: Pros and Cons
Pros:
- You have more freedom of flexibility in terms of working hours.
- You can reduce costs such as office rental, fuel usage (from driving to and from the office), and tax deductions.
- It is convenient since you won’t have to dress up just to get to work. You can have your breakfast or spend time with your family and then conveniently check your email.
Cons:
- If you’re the type who needs to get motivated to work, a home office might not be conducive to you getting your work done.
- There are a lot of potential interruptions at home.
- There are a lot of home office considerations to make such as securing all office equipment you need at home, office furniture, and some other operational needs.
Off-site office: Pros and Cons
Pros:
- The level of pressure and urgency motivates you to produce quality work.
- The working environment is ideally designed to make working easier for you.
- You have access to all of the equipment or tools you need to conduct your work.
Cons:
- You have to commute from and to work daily. It becomes more difficult for those who live far from the office.
- Dealing with other workers within the building can be difficult for some, especially with clashing interests and personalities.
- The expense of renting the premises
The decision is now yours as to which is best for you and your business. Whichever you choose, ensure you have everything you need to hand in your premises and make it a professional, yet comfortable place to work.
by Angela Taffs | Mar 7, 2018 | Sales and Marketing
Promote your small business with these simple and creative marketing ideas
Here is a basic list of marketing mediums, both free and paid, that could be useful to promote 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
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 ideas to promote your small business
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 marketing ideas to promote your small business. If you have any of your own, leave them in the comments box below..
