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Customer Service & The Power Of Onsite Sales

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“We need more customers!” Most likely, you have either thought or even said this to your sales and marketing team. Especially at the slow times of business, we want to rely on the flow of new customers. This methodology just comes naturally to us, bring in new customers and the problem will be solved. But is that entirely true? In 1895 Italian economist, Vilfredo Pareto, discovered that virtually all economic activity was subject to a principle, in that 80 percent of the wealth of Italy was controlled by 20 percent of its population. This principle is widely known today in business as the 80/20 rule, put simply it is the rule in that 80% of your business’s revenue comes from only 20% of your loyal customers.

In business, it is vital to keep this in mind for strategic planning, this quality is shared by the world’s greatest important leaders. As the leader in your business, it is essential to implement this type of activity in your day to day efforts. I believe it starts all from the greeter, the customer service, the phone operators, the front person if you will. We so commonly overlook the importance of quality customer service and being courteous as soon as a customer first meets someone from the organization. For example, take a look at Chick-Fil-A, the chain ranks first in restaurant customer service surveys, Chick-Fil-A says, “it’s a service so consistent because it invests more than other companies in training it’s employees and helping them advance their careers – regardless of whether those careers are in fast food.” We all have had an experience that left a bad taste in our mouths on a business, pledging to never visit there again. I know I have.

I believe if we took a little more time in training and supporting all members of the staff, from the front liners to management, as simple as smiling more, being courteous, being appreciative, the results would be astounding. Not only will customers enjoy the visits to the establishment but they will be more inclined to tell their family and friends. Today, one of the biggest influences for a person to become your customer is recommendations and reviews. That all starts with your customer service, you can have the best product, but if someone doesn’t enjoy their experience the likelihood of them returning is a long shot. Not only will they not return, but with a pleasant experience, the average ticket sales increase because customers tend to want to spend more money supporting a local business that respects and appreciates their customers.

Implement a productive customer relationship strategy and it will be the best strategy for your business! The 80/20 rule will bring in those happy customers more often and you will grow that 20% of loyal customers. And the best thing is it only costs a smile and basic manners!

Why Marketing is a Must in Achieving Goals

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When over 50% of small businesses fail in the first year and 95% fail within the first five years. What sets apart the winners and the not so fortunate? With just about 1.2 million small businesses in Illinois alone, small business is the backbone of our economy. Entrepreneurship is not for everyone, while most people imagine a life of being their own boss, having their own schedule, and endless vacation time, that is not the case! As small business owners know, it takes blood, sweat, and tears to simply get off the ground!

Everyone’s goal is different. The keys to making your goals a reality is planning and implementing! You should be planning on the short term as much as the long term. One thing in common among the businesses who have lasted over the 5-year mark is they know the importance of marketing & advertising. Whether you are trying to be the dominant business in your local market or becoming the next nationally recognized brand, marketing is crucial!

“If you build it, they will come”, if only it were that simple! Ever hear of a little friendly competition, Mcdonald’s needs its Burger King, Shell needs its BP, Apple needs its Microsoft. This level of competition keeps the market fair and innovated. You need to stand out from the competition. Having a clear and long-term marketing plan should be on every business owner’s mind. The U.S. Small Business Administration recommends spending 7 to 8 percent of your gross revenue for marketing and advertising if you’re doing less than $5 million a year in sales and your net profit margin—after all expenses—is in the 10 percent to 12 percent range. While everyone’s budget and needs are different, what it should tell you, is you need to be marketing!

Identifying your goal is the first step to having a successful business. What is your goal this month, quarter, or year? Write it down and hold yourself accountable. Most importantly, make it real and tangible.

Now that you have that figured out, next is the how. With the world moving at such a high speed and a new innovation coming out, every day, it’s important to stay up to date with your marketing efforts and reach your target audience where they are. Is it social media, print, SEO, referral, or email marketing? The best way to figure this out is through customer data and previous purchasing experiences. Ever wondered how the top YouTubers gain their millions of followers? It’s simple, they ASK! Usually, in the beginning of every video, they will ask you to subscribe and give them a thumbs up. You must be doing the same, see where your customers are coming from, how they found you, and why they chose you.

Maybe, try implementing a questionnaire you send to their email, ask them at check out, reward them if they take the time to help you. Not only do you gain more information, but you develop a relationship with your customers. Showing that you care and want to know more about them and what made their experience great, will help you achieve your goals.

 

Continue reading our blog for more helpful tips, tricks, and marketing trends! Don’t forget to like our page and join our Suburban Woman Network ?

What is Marketing and Advertising

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Do you know the difference? Aren’t they the same?

Well sort of, the easiest way to think about marketing and advertising is this way. Marketing is the overall big picture of building brand awareness and advertising is one of the vehicles that marketers use to build a specific brand.

Marketing is everything from word of mouth, exceptional customer experiences, user-friendly and vibrant points of purchase, and incredible customer service. From the first engagement with a customer or potential customer, we’re seeking to build your brand with the hopes of some type of transaction.

In the 1980’s business cards were the most common piece of marketing materials, now it’s your website. Like business cards, your website tells people who you are, what you do, and how you can help them. We’re all marketers!

As mentioned, advertising is a tool, we use to market our brand. There are various verticals for advertising. Everything from traditional mediums like print, to more modern areas like digital which can range from Social Media, to pay per click. When advertising is used properly it should not only build the brand but cause people to take action. Advertising needs to draw people in and give them a reason for engagement.

When we understand the difference between advertising and marketing, we can better plan to grow your business.

Before we think about advertising, we must have a marketing strategy.

We hope these next questions will help point you in the right direction for developing a strong marketing and advertising strategy.

What do we want to communicate to potential customers and current customers about who we are, what we do, and how we do things differently? What makes us unique in our field of expertise.

In regards to advertising ask yourself these questions; what is the best way to get people to act, is there an exclusive story we can tell to cause people to choose us over our competitors. If you don’t have a story ask yourself about a deal, offering, or reason for them to choose you.

We hope this information is helpful and if you would like to chat about developing a marketing and advertising strategy please don’t hesitate to ask us for help.