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Client Relationships are unique, they’re different to a relationship with a friend, a partner, or a family member. The development and maintenance of Client Relationships can make or break your business, so learning how to build a rapport is of extreme importance. So, why is it so important? You may yourself know business owners or managers who have shocking customer service or struggle to follow through with their promises. Learning how to communicate and build relationships with clients and reach common ground, leads to the formation of a relationship your client will respect and appreciate. In this article we will provide tips on how you can improve your relationships with your clients. As a Digital Marketing Agency, at Your Digital Solution we can assist in your digital business digital marketing strategy. Improving your overall digital strategy can have a positive impact on the way in which you form relationships and generate leads.

 

Focus on Communication:

Communication can be tricky. Especially when everyone is different, and everyone receives messages differently – no matter how you intend a message. Sending a message and receiving a message can be two completely different things, even if you’ve done your very best to be received in a particular way. The key is to be conscious of your body language, your facial expressions and the kind of messages you are sending. Focus on the client and tailor your message to them (yep I’m talking about speaking). For example, if you’re speaking to an older person who perhaps can’t hear particularly well, it might be best to speak in a louder tone, but at a slower pace and using simpler terms to ensure they can understand exactly what you mean.

 

Stay in Touch & Share Knowledge:

Staying in touch and reaching out on a regular basis can be extremely beneficial in upholding a successful business relationship – even if it’s just to check in. It’s surprising how deeply people appreciate a regular check in. But of course, these check-ins can also lead to further business, added sales or more leads. Additionally, sharing knowledge with them can be a great way to break barriers and show them that you see them as an individual.

 

Don’t Make Promises You Can’t Keep:

Possibly one of the most important pointers of all, no-one appreciates being let down or being taken advantage of. Don’t push yourself to please everyone, because it can often lead to customer dissatisfaction and lost leads. Ensure you only promise things you are certain you can manage. Setting boundaries is extremely vital if you want to be successful. Ensure you know when someone is asking for too much and you’re able to recognise when you step away or simply advise them that you do not have the time.

 

Maintain Positivity but Set Boundaries:

No-one appreciates negative body language or negative comments, especially when it’s someone they’re relying on. Make sure, if you’re having a bad day, not to emit your emotions. Be kind to everyone around you and learn to control your moods, negativity can drive people away and create bad word of mouth.

 

These tips, while simple, create the foundations for a successful business attitude and therefore a successful business. Communication, rapport, body language, setting boundaries and positivity are all foundational things you need to focus on and practice in business. Ensuring you can manage yourself and your relationships with clients, makes it much easier to manage the overall business. See our other posts about good online marketing strategy below….

Being a Good Gardener for Your Business

Is Your Business Suffering Growing Pains?

Help Your Small Business Grow!

Staying On Top Of Your Digital Marketing Workload


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Brisbane get found online

A couple of weeks ago we spoke about Aussie innovation. Innovation comes about because someone is not happy, and they can see a better solution. So unhappy customers must see a better solution too, right?

Well read on because they do! After working with clients on finding their unhappy customer moments, we are finding that it leads to a blind spot you never knew you had, but unfortunately your customers knew all about it. Great news is you can then get on and fix it.

Find your blind spot

We have used the following thought starters to find blind spots to help our clients’ business’ grow. By making a group of unhappy customers happy, we have made the experience for all of their clients better.

Look for the “Friction”

Look for where customers get stuck, frustrated or they simply miss out on some benefit they expected.

1. STUCK: Customers get “stuck” in all sorts of ways. They are typically informational type issues and great spots where digital innovation can help. Approaches such as Six Sigma can help to identify how to improve perform here.

What to look for in your business; Depends on what customers are looking for. Where is your address to collect my order, when is my order arriving, are you open today or what time do you close, do you have this item in stock? This information has to be on your website, it must work on mobile, has to be correct and it has to be updated at public holidays.

2. FRUSTRATED: Points of frustration are where the promise we made to our clients in our marketing is too far removed from what we delivered. This can be in a product feature or in a service delivery. The promise can be made on the packaging or via our sales staff. And hey, we all over-promise at times, getting sales is hard, but overplaying our hand rarely leads to loyal customers (readers of last week’s column on branding should know this). And I think Aussies especially like to call out any BS they see in excess hype.

What to look for in your business; A great example is fast food photographs on the menu board, compared to what actually comes out! Take away their frustration by lending an ear, provide a feedback point such as a “service quality” email address or via social media to capture this sentiment and listen for how you are going.

3. UNMET EXPECTATIONS: Another common friction point is where we are not meeting customer expectations. The hardest thing with these expectations is they can be set by your competitors, and customers that shop around know about them, and they don’t necessarily tell you, they just disappear.

What to look for;  Failing to deliver fully on service promises can be hard for management to track. Ideally you run constant customer feedback surveys. These can be online or via tear sheets that go into delivered goods and services. The best companies do these for every customer interaction because they want to know and understand the problem for one customer today is a growth opportunity for many customers tomorrow.

Turn those frowns upside down

So start looking for the unhappy customers, not dodging them. Actively listen to their frustrations and as you turn those frowns upside down, you might send your revenue line up as well!

 Next week we will cover off how we consciously innovate around the opportunities we have uncovered.

See our other great articles about digital and online marketing below…

Help Your Small Business Grow!

Staying On Top Of Your Digital Marketing Workload

Build Health Client Relationships

Be A Good Gardner For Your Business

Digital Marketing Brisbane

 

Mark Jones is managing director of Your Digital Solution.

If you have a question for Mark, email streetsmarts@yourdigitalsolution.com.au

As first published in Townsville Bulletin, February 11, 2016 12:00am – Used with permission.


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Brisbane website seo service

Digital marketing is a fun place to work. You learn new things every day, see what the world is up (from your computer screen) to, and play with some of the latest software. News and innovations get released so fast, though, and it’s hard to keep up sometimes. Here’s some ways to make sure your work doesn’t suffer.

 

Get scheduled

Your calendar is your lifeline. Digital marketing is fast-paced and you can’t miss an appointment or a deadline. Whether it’s on paper or on your Google Calendar, having a schedule will keep you honest and on-track. And if you couldn’t finish a task today? No drama, just shift it into a space the next day.

Social media software like Hootsuite has in-built calendars so you can plan posts in advance. It’s also a handy tracking tool for mentions of your client’s brands, seeing what your competitors are up to, and responding to comments on posts. Hootsuite supports YouTube, Facebook, and more.

 

Subscribe

News travels fast and gets old even faster. Smaller digital marketing businesses need to keep their ears to the ground (or their eyes on the screen) to keep up with developments. Subscribing to newsletters from authority sources is a great way to keep your finger on the pulse. Favourites around the Your Digital Solution office include Sprout, Buffer, and Hootsuite.

Make sure that you don’t fall into the trap of subscribing to every ‘relevant’ newsletter. Pick two or three that are relevant to your job. This is how you’ll know to read them.

 

Talk – a LOT

Strategy is about planning in advance. If a client has an idea for a promotion, listen to them and what they want, preferably a month or two in advance.

Team meetings aren’t dead, either. Touching base frequently, face-to-face, will get questions answered and strategies hashed out faster than doing it over email. Check out our other informative posts to help your business strategy below….

Build Health Client Relationships

Be A Good Gardner For Your Business

Is Your Business Suffering From Growing Pains?

Tips To Help Your Business Grow

Digital Marketing Brisbane


Contact Enquiry

Brisbane get found online

A couple of weeks ago we spoke about Aussie innovation. Innovation comes about because someone is not happy, and they can see a better solution. So unhappy customers must see a better solution too, right?

Well read on because they do! After working with clients on finding their unhappy customer moments, we are finding that it leads to a blind spot you never knew you had, but unfortunately your customers knew all about it. Great news is you can then get on and fix it.

Find your blind spot

We have used the following thought starters to find blind spots to help our clients’ business’ grow. By making a group of unhappy customers happy, we have made the experience for all of their clients better.

Look for the “Friction”

Look for where customers get stuck, frustrated or they simply miss out on some benefit they expected.

1. STUCK: Customers get “stuck” in all sorts of ways. They are typically informational type issues and great spots where digital innovation can help. Approaches such as Six Sigma can help to identify how to improve perform here.

What to look for in your business; Depends on what customers are looking for. Where is your address to collect my order, when is my order arriving, are you open today or what time do you close, do you have this item in stock? This information has to be on your website, it must work on mobile, has to be correct and it has to be updated at public holidays.

2. FRUSTRATED: Points of frustration are where the promise we made to our clients in our marketing is too far removed from what we delivered. This can be in a product feature or in a service delivery. The promise can be made on the packaging or via our sales staff. And hey, we all over-promise at times, getting sales is hard, but overplaying our hand rarely leads to loyal customers (readers of last week’s column on branding should know this). And I think Aussies especially like to call out any BS they see in excess hype.

What to look for in your business; A great example is fast food photographs on the menu board, compared to what actually comes out! Take away their frustration by lending an ear, provide a feedback point such as a “service quality” email address or via social media to capture this sentiment and listen for how you are going.

3. UNMET EXPECTATIONS: Another common friction point is where we are not meeting customer expectations. The hardest thing with these expectations is they can be set by your competitors, and customers that shop around know about them, and they don’t necessarily tell you, they just disappear.

What to look for;  Failing to deliver fully on service promises can be hard for management to track. Ideally you run constant customer feedback surveys. These can be online or via tear sheets that go into delivered goods and services. The best companies do these for every customer interaction because they want to know and understand the problem for one customer today is a growth opportunity for many customers tomorrow.

Turn those frowns upside down

So start looking for the unhappy customers, not dodging them. Actively listen to their frustrations and as you turn those frowns upside down, you might send your revenue line up as well!

 Next week we will cover off how we consciously innovate around the opportunities we have uncovered.

 

Mark Jones is managing director of Your Digital Solution.

If you have a question for Mark, email streetsmarts@yourdigitalsolution.com.au

As first published in Townsville Bulletin, February 11, 2016 12:00am – Used with permission.

If you want to learn more tips about digital marketing read below…

How To Choose Keywords In Competitive Markets

Long Tail And Search Engine Optimisation

Google changes of Feb 2016 have changed how we should compete

6 Tips How To Use Email Marketing Effectively

Why Google My Business Is So Important

Fatal Social Media Mistakes

4 Simple Ways To Keep Communication With Customers

Six Writing Hacks for Better SEO Content

Google Rankings Make or Break Tips

Fast Getting Faster Change For Business

Three Measures of Marketing Success

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Yoast Search Engine Optimization WordPress Plugin

Never Stop SEO

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Online Marketing Strategy Brisbane


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