You can use these real holidays in your life and business for fun and profit.
1 National Author Day
3 National Cliche Day
6 Saxophone Day
7 Hug a Bear Day
8 Dunce Day
9 Sadie Hawkins Day (some celebrate the 16th)
12 Chicken Soup for Soul Day
13 World Kindness Day
17 Take a Hike Day
17 Homemade Bread Day
19 Discovery Day
20 Name Your PC Day
21 World Hello Day
23 National Cashew Day
29 Square Dance Day
30 Stay Home & Be Well Day
You can mail, email and post on social media for your freiends, relatives and customers and make a special offer for your favorite holiday above.
Wednesday, October 30, 2013
Monday, October 28, 2013
Reasons for Exhibiting at a Trade Show
It is expensive to be an exhibitor at one of the thousands of trade shows yearly in the world so you need to know what your goals are before you commit. If you are new to trade shows you may want to start with smaller, less expensive local and regional shows to be sure you are getting all that you expect. It also gives you a chance to test what you will offer and how to attract attention and visitors. Trade show visitors love to see all the new industry products and ideas and you can be part of it. Plan well in advance and you may get some early bird special discounts on booth space and extras. Here are some reasons why you may want to be in on all the trade show action.
*Increase sales and profits by reaching new prospects who may not know you exist.
*Meet and entertain existing customers you may not have met. You must promote the event in advance to let them know you will be there.
*Introduce new products and services and try to get some publicity while doing it. Trade shows are where you see all the big guys announce new products and free news coverage.
*Get sales leads from people you have not contacted in the past. You must follow up within 2 weeks after the show or they quickly forget you.
*Find new distributors who supply products that you can add to your line and offer to current and new customers.
*Have show specials to entice customers to commit to a purchase right now. This can fill your machinery that is running way under capacity and get repeat business.
*Build a mailing list from a fishbowl drawing for a few nice prizes (make it so they don't have to be present to win).
*Get media publicity by standing out when the media comes though or doing something outrageous.
*Check out what you competitors are doing (they will be checking you) and meet them. You all want to promote your industry and increase sales for all of you.
*Hire sales reps who know your industry. They may stop at your booth or meet them in the food court and let them know you may be interested in growing your marketing force.
*Conduct seminars and workshops which will establish you as an expert in your indistry. People want to associate and purchase from an expert.
Barry is a trade show speaker on marketing and customer satisfaction. www.idealetter.com
*Increase sales and profits by reaching new prospects who may not know you exist.
*Meet and entertain existing customers you may not have met. You must promote the event in advance to let them know you will be there.
*Introduce new products and services and try to get some publicity while doing it. Trade shows are where you see all the big guys announce new products and free news coverage.
*Get sales leads from people you have not contacted in the past. You must follow up within 2 weeks after the show or they quickly forget you.
*Find new distributors who supply products that you can add to your line and offer to current and new customers.
*Have show specials to entice customers to commit to a purchase right now. This can fill your machinery that is running way under capacity and get repeat business.
*Build a mailing list from a fishbowl drawing for a few nice prizes (make it so they don't have to be present to win).
*Get media publicity by standing out when the media comes though or doing something outrageous.
*Check out what you competitors are doing (they will be checking you) and meet them. You all want to promote your industry and increase sales for all of you.
*Hire sales reps who know your industry. They may stop at your booth or meet them in the food court and let them know you may be interested in growing your marketing force.
*Conduct seminars and workshops which will establish you as an expert in your indistry. People want to associate and purchase from an expert.
Barry is a trade show speaker on marketing and customer satisfaction. www.idealetter.com
Sunday, October 27, 2013
Are You Using Publicity?
Many small businesses think that publicity is only for the big guys and famous people. But this is not true and can be used by anyone who has something interesting and newsworthy to say. This means that you can send emails to the media (find them on the internet) and let them know you are an expert in your field or industry. Most will file your contact information and call you when they have a story or event that needs expert commentary.
Publicity is free and you should look for it whwnever you can. There are many publications that need article on a regular basis that will give you a chance to put contact information in the byline. The reference department at you library has directorys that will let you find those targeted publications. Just send them an outline of what you want to write to see if they want to publish it. Don't give up after one try it may take a few attempts to get it done.
Barry is a business speaker & coach. www.idealetter.com
Publicity is free and you should look for it whwnever you can. There are many publications that need article on a regular basis that will give you a chance to put contact information in the byline. The reference department at you library has directorys that will let you find those targeted publications. Just send them an outline of what you want to write to see if they want to publish it. Don't give up after one try it may take a few attempts to get it done.
Barry is a business speaker & coach. www.idealetter.com
Friday, October 25, 2013
What Would Your Customers Say?
If someone took a survey of all your customers or clients and asked them questions about their experience when doing business with you, what would they say? Maybe that survey isn't happening but that's what they are asking themselves unconsciously every time they spend money with your business. They are mentally deciding whether to ever to come back again or to rave about you to their friends. Once they leave your store, office, hang up the phone or exit your website you can't change that impression they have on their mind.
Remember that old saying, "You only get one chance to make a first impression" and it's true. Except with customers that first impression comes every time they you are in contact with them. They will learn to expect a certain level of service from your business and if they don't get it, maybe they will try elsewhere. Let's face it, customers are fickle and you are only as good as your last successful transaction. You need to keep earning their trust and loyalty Every Time.
Don't ever assume that your front line staff is doing the job you expect of them as they interact with customers and clients. You must observe, train, supervise and remind them the importance of customer contact. Ask customers periodically what you can do to improve their satisfaction with your business and ALWAYS say Thank You after every transaction. Your business will grow with an
outstanding customer experience that generates loyalty and referrals.
Barry is a Customer Experience trainer, coach and speaker. www.idealetter.com
Remember that old saying, "You only get one chance to make a first impression" and it's true. Except with customers that first impression comes every time they you are in contact with them. They will learn to expect a certain level of service from your business and if they don't get it, maybe they will try elsewhere. Let's face it, customers are fickle and you are only as good as your last successful transaction. You need to keep earning their trust and loyalty Every Time.
Don't ever assume that your front line staff is doing the job you expect of them as they interact with customers and clients. You must observe, train, supervise and remind them the importance of customer contact. Ask customers periodically what you can do to improve their satisfaction with your business and ALWAYS say Thank You after every transaction. Your business will grow with an
outstanding customer experience that generates loyalty and referrals.
Barry is a Customer Experience trainer, coach and speaker. www.idealetter.com
Wednesday, October 23, 2013
Considering a Franchise?
If you know someone who is
considering buying a franchise please have them contact me or another franchise
coach before they sign any agreement and pay any fee. There are many things in
those agreements that can be changed and if not, will cost the franchisee
thousands of dollars they don't have to pay in many cases. We can also see if the they have
selected the correct franchise for their goals. I have 28 questions that we will
discus to help them make the right decision.
Buying a franchise can be a great decision or not-so-great decision if you do your due diligence and research first. You will have to operate the business by the rules that the franchisor has put in the agreement plus pay a royalty to them based on sales. The royalty has nothing to do with whether you make a profit or not and a profit is never guaranteed. Do not go into it blindly, get an advisor who can guide you to the best chance for success. The money you pay them will be minimal compared to what you can lose on your own.
More info at www.idealetter.com, click on the
franchise coach link.
Top 15 Golf Teachers 2013/2014
The votes are in and the results of the Golf Digest survey are below. Their fee for teaching follows their name. In case you want to learn from the same ones that your favorite golf pros use, Tiger uses Sean Foley, Phil Mickelson uses Butch Harmon, Brandt Snedecker and Nick Watney use Todd Anderson and we see Michael Breed on the golf channel.
1 Butch Harmon $1000/hour
2 Sean Foley $250/hour
3 Jim McLean $2500/half day
4 Mike Bender $300/hour
5 David Leadbetter $3500/3 hours
6 Chuck Cook $300/hour
7 Jim Hardy $500/hour
8 Todd Anderson $375/hour
9 Mike Adams $250/hour
10 Martin Hall $200/hour
11 Hank Haney $15,000/day
12 Bob Toski $250/hour
13 Michael Breed $500/hour
14 Stan Utley $1500/3 hours
15 Mike Malaska $250/hour
So hurry up and get your lessons scheduled before they raise their fees!
1 Butch Harmon $1000/hour
2 Sean Foley $250/hour
3 Jim McLean $2500/half day
4 Mike Bender $300/hour
5 David Leadbetter $3500/3 hours
6 Chuck Cook $300/hour
7 Jim Hardy $500/hour
8 Todd Anderson $375/hour
9 Mike Adams $250/hour
10 Martin Hall $200/hour
11 Hank Haney $15,000/day
12 Bob Toski $250/hour
13 Michael Breed $500/hour
14 Stan Utley $1500/3 hours
15 Mike Malaska $250/hour
So hurry up and get your lessons scheduled before they raise their fees!
Tuesday, October 22, 2013
Don't Waste Your Networking
I always thought that the time spent at networking meetings was to help you get more business and promote your brand. Whenever I got a lead or was told of someone who may be interested in my service, I tried to contact them the same day or no later than 24 hours later. But I guess that everyone does not feel that way and they just want to occupy a seat.
Recently I had a friend who needed to change their business internet service from ATT because they kept getting interruptions in service. At a Business Alliance meeting a week ago I met a sales rep from Comcast Business and told her about the person who needed new internet service soon. She said she would contact them (it was the perfect lead for her) and tell them the advantages of Comcast and help them change. But she never showed up or even called my friend and 3 days later he changed to Century Link. Why would someone throw away a sure sale because they did not follow up?
My wife needed health insurance before the Obamacare dealine and I met another lady who sells insurance at a different networking group and told her to contact my wife. She was from Prudential but said she could also check out other health companies for the best deal. She never made the contact and my wife bought health insurance from someone else a week later. What's happening here? Is it because these two people worked for a big company and were on salary, not commission, so they didn't care if they got a sale? Or were they just too lazy to make the effort? Why bother going to a networking meeting if you are just wasting everyone's time.
Recently I had a friend who needed to change their business internet service from ATT because they kept getting interruptions in service. At a Business Alliance meeting a week ago I met a sales rep from Comcast Business and told her about the person who needed new internet service soon. She said she would contact them (it was the perfect lead for her) and tell them the advantages of Comcast and help them change. But she never showed up or even called my friend and 3 days later he changed to Century Link. Why would someone throw away a sure sale because they did not follow up?
My wife needed health insurance before the Obamacare dealine and I met another lady who sells insurance at a different networking group and told her to contact my wife. She was from Prudential but said she could also check out other health companies for the best deal. She never made the contact and my wife bought health insurance from someone else a week later. What's happening here? Is it because these two people worked for a big company and were on salary, not commission, so they didn't care if they got a sale? Or were they just too lazy to make the effort? Why bother going to a networking meeting if you are just wasting everyone's time.
Happy Home Rules
*Always be honest
*Count your blessings
*Bear each other's burdens
*Forgive and forget
*Be kind and tender hearted
*Comfort one another
*Keep your promises
*Always be fair
*Support each other
*Be true to each other
*Treat family like you treat friends
*Learn to keep a secret
*Love one another from the heart
*Count your blessings
*Bear each other's burdens
*Forgive and forget
*Be kind and tender hearted
*Comfort one another
*Keep your promises
*Always be fair
*Support each other
*Be true to each other
*Treat family like you treat friends
*Learn to keep a secret
*Love one another from the heart
Monday, October 21, 2013
5 Critical Marketing Steps
1. Have a strategic marketing plan
Your business strategy is built on your knowing where you are currently and understanding fully where you want to take the business. Writing and documenting a business plan forces you to put into words all of the great ideas you have and settle on a strategy around those that make sense. Once you have the plan laid out and documented, it is critical that you rigorously execute the plan and measure where the business is relative to the plan and make corrections to the course or to the plan as needed.
2. Always have an adequate budget for marketing
Marketing is one of those items businesses tend to neglect because you seldom see immediate rewards. You needed to budget adequately for marketing and keep up the marketing operations in good as well as bad times. Small business owners should become creative and think about where they can take their business. Think both inside and outside your business sector because that may be where the opportunities really lie.
3. Research and test
Don’t commit large sums to a project or to launching products before doing the proper market research and testing. Ask potential customers what their opinion is because they are the ones who will need to spend money on the products or services you are getting ready to introduce.
4. Build relationships with your customers and with the public
Make sure that people consider you an expert in your field. Get as much publicity as possible through contact with the press and through the web and social media. Thoroughly understand your strengths and weaknesses and build a team accordingly. Make sure that the right people are in the right positions and can help you get to the next level and beyond.
5. Focus and segment
Don’t try to be everything to everyone. Focus on a specific market and get to understand who your favorite customer is and grow your customer base with that in mind. Focusing your marketing efforts along those lines costs less and allows you to be able to bring more force to bear on that segment.
By Jim Smith
Your business strategy is built on your knowing where you are currently and understanding fully where you want to take the business. Writing and documenting a business plan forces you to put into words all of the great ideas you have and settle on a strategy around those that make sense. Once you have the plan laid out and documented, it is critical that you rigorously execute the plan and measure where the business is relative to the plan and make corrections to the course or to the plan as needed.
2. Always have an adequate budget for marketing
Marketing is one of those items businesses tend to neglect because you seldom see immediate rewards. You needed to budget adequately for marketing and keep up the marketing operations in good as well as bad times. Small business owners should become creative and think about where they can take their business. Think both inside and outside your business sector because that may be where the opportunities really lie.
3. Research and test
Don’t commit large sums to a project or to launching products before doing the proper market research and testing. Ask potential customers what their opinion is because they are the ones who will need to spend money on the products or services you are getting ready to introduce.
4. Build relationships with your customers and with the public
Make sure that people consider you an expert in your field. Get as much publicity as possible through contact with the press and through the web and social media. Thoroughly understand your strengths and weaknesses and build a team accordingly. Make sure that the right people are in the right positions and can help you get to the next level and beyond.
5. Focus and segment
Don’t try to be everything to everyone. Focus on a specific market and get to understand who your favorite customer is and grow your customer base with that in mind. Focusing your marketing efforts along those lines costs less and allows you to be able to bring more force to bear on that segment.
By Jim Smith
Juggle a Small Business and School
Be organized. Use a master calendar that details key dates for both business
and school. Do you need to develop a presentation for your investors? Take note,
and block out the time you will need to complete the presentation. Do the same
for school work, relying on course syllabi as needed. You’ll be able to see when
and where project deadlines overlap to determine how to best handle those
conflicts – or plan for them in advance. Additionally, include any personal
commitments – an evening networking event, a sports game or a family birthday –
on the master calendar to ensure you allocate sufficient time for all daily
responsibilities and activities.
Furthermore, communicate your schedule with anyone who may be impacted – employees, your spouse, or school project team members. This helps alleviate scheduling conflicts and keeps you honest with yourself about the time you need for any given project.
Understand, however, that you also need to be flexible. Things will come up: a customer of your incorporated company is unexpectedly in from out of town or a study group is rescheduled. Know what your priorities are on a week-by-week basis so that you can adjust your time as needed and still accomplish that week’s ’must dos.”
It’s also essential that you put a support system in place. At work, consider taking on part-time administrative help or delegating new responsibilities to an employee looking to expand his or her skillset. Enlist the help of family and friends to meet personal obligations – and at the very least, ask for their support so that when you are stretched to the limit, they will understand and step in to help.
By Biz Filing Team
Furthermore, communicate your schedule with anyone who may be impacted – employees, your spouse, or school project team members. This helps alleviate scheduling conflicts and keeps you honest with yourself about the time you need for any given project.
Understand, however, that you also need to be flexible. Things will come up: a customer of your incorporated company is unexpectedly in from out of town or a study group is rescheduled. Know what your priorities are on a week-by-week basis so that you can adjust your time as needed and still accomplish that week’s ’must dos.”
It’s also essential that you put a support system in place. At work, consider taking on part-time administrative help or delegating new responsibilities to an employee looking to expand his or her skillset. Enlist the help of family and friends to meet personal obligations – and at the very least, ask for their support so that when you are stretched to the limit, they will understand and step in to help.
By Biz Filing Team
Three Sales and Marketing Goals
People buy products and services for three basic reasons, need, want or problem solving. If a salesperson or marketer can find out what is the most important to the prospect they can focus their efforts in that area. Normally people want the most value for the price they are paying and many will shop to find it if they are not already loyal to one seller. As a marketing or sales professional your job is to show them why your choice is best and make it wasy to buy.
Remember the three reasons people buy:
Need - something that is necessary in their life and they must purchase
Want - may be a better level of product/service they would like to purchase
Solve problems - Such as medical, financial, counseling, etc
When you convince the buyer that your product or service will give them the most for their money and also give them a comfortable feeling after the purchase you will have a much better chance of making the sale. But if you want their repeat business and referrals you must back up everything you told them provide the quality they were expecting.
Barry is a marketing speaker, author and business coach. www.idealetter.com
Remember the three reasons people buy:
Need - something that is necessary in their life and they must purchase
Want - may be a better level of product/service they would like to purchase
Solve problems - Such as medical, financial, counseling, etc
When you convince the buyer that your product or service will give them the most for their money and also give them a comfortable feeling after the purchase you will have a much better chance of making the sale. But if you want their repeat business and referrals you must back up everything you told them provide the quality they were expecting.
Barry is a marketing speaker, author and business coach. www.idealetter.com
Sunday, October 20, 2013
Shopping at a Small Store
The consumer has many choices when it comes to spending their money. Why should
they consider a small store over a large corporate chain or discount store? Here
are some ideas that build loyalty in small stores.
. Better all-around customer service
. Well informed sales staff
. Owners on premises & available
. Every sale is very important
. People you can get to know
. They take the time to listen
. Faster check-out or payment
. Comfortable store layout
. Easy returns & exchanges
. Special orders are welcome
. They know your name
. They really care about your loyalty
. No corporate bureaucracy
. Consistent quality & prices
If your small store or business is missing any of these, get to work on improving your image today. You can and will survive any economic slowdown with loyal repeat customers who will also send referrals. But to get that loyalty you must give them the feeling that their business is valued and appreciated. New have a bad day or let problems show in front of a customer.
Barry is a customer satisfaction coach and advisor by-the-hour, no contracts. www.idealetter.com
. Better all-around customer service
. Well informed sales staff
. Owners on premises & available
. Every sale is very important
. People you can get to know
. They take the time to listen
. Faster check-out or payment
. Comfortable store layout
. Easy returns & exchanges
. Special orders are welcome
. They know your name
. They really care about your loyalty
. No corporate bureaucracy
. Consistent quality & prices
If your small store or business is missing any of these, get to work on improving your image today. You can and will survive any economic slowdown with loyal repeat customers who will also send referrals. But to get that loyalty you must give them the feeling that their business is valued and appreciated. New have a bad day or let problems show in front of a customer.
Barry is a customer satisfaction coach and advisor by-the-hour, no contracts. www.idealetter.com
Saturday, October 19, 2013
Small Business Needs You
Small business owners and entrepreneurs need your business and loyalty to survive and grow. Unlike the big corporate giants, small businesss actually cares about it's customers, You. How many times have you seen them break the rules and procedures to help a customer or client who wanted something a little different. Ask a big company to change something and you get, "Sorry, we don't do that" (maybe without the sorry). Support small business anywhere in the world and you will be served with a smile and know that what you're paying is going to good use.
A good method to follow is the weekly 3 point system. Every time you purchase, order or use a small business you get 1 point for that week. A franchise which is individually owned but corporate controlled gets only a 1/2 point. Do your best to go beyond that 3 points in a week and closer to 5 points when possible. There is usually a small business option to what you want to buy or use for you family or your own business. An idependent insurance agency is small business where New York Life or MET is not. Look for the independent business that really cares about you and ignore the advertising blast from the big guys.
Many of these owners have sacrificed a lot to start and stay in business while the big corporations are giving golden parachutes to it's executives. Small companies need your business and will do what it takes to keep it while the big guys could care less and just blast us with more discount deals to lure us back in. Tell small business owners what will make you more satisfied and what new products and services you would like to see, they will listen. And always use a local bank for your personal and business accounts because they will also help local business grow.
Barry is a business coach that works by-the-hour, no contracts helping businesses start, grow and solve problems. www.idealetter.com
A good method to follow is the weekly 3 point system. Every time you purchase, order or use a small business you get 1 point for that week. A franchise which is individually owned but corporate controlled gets only a 1/2 point. Do your best to go beyond that 3 points in a week and closer to 5 points when possible. There is usually a small business option to what you want to buy or use for you family or your own business. An idependent insurance agency is small business where New York Life or MET is not. Look for the independent business that really cares about you and ignore the advertising blast from the big guys.
Many of these owners have sacrificed a lot to start and stay in business while the big corporations are giving golden parachutes to it's executives. Small companies need your business and will do what it takes to keep it while the big guys could care less and just blast us with more discount deals to lure us back in. Tell small business owners what will make you more satisfied and what new products and services you would like to see, they will listen. And always use a local bank for your personal and business accounts because they will also help local business grow.
Barry is a business coach that works by-the-hour, no contracts helping businesses start, grow and solve problems. www.idealetter.com
Wednesday, October 16, 2013
Build Customer Relationships
To get repeat business and referrals you need to build solid relationships with customers and clients. We have all heard the saying, "People buy from people they like" and it's true. Would you keep spending money with someone you really didn't like unless there was no other option. And if there is no other option today there will be soon and the "unlikeable seller" will soon lose a big chunk of their business. It will be too late to change once the mass exit starts so don't even let your company start to be unpleasant to do business with.
Make it a point to find out what your best customers like and want as part of your business. Watch your staff and make sure they are providing the best service possible and with a SMILE. Never forget to use those 2 magic words, "Thank You" every time they purchase something from you. People may forget that you said it but they will remember if you don't. Try to remember their name and something they have told you about their personal life or business. Relationships are built by people who care and show it, make the extra effort and you will get the rewards.
Barry is a business coach and speaker on customer satisfaction and marketing. www.idealetter.com
Make it a point to find out what your best customers like and want as part of your business. Watch your staff and make sure they are providing the best service possible and with a SMILE. Never forget to use those 2 magic words, "Thank You" every time they purchase something from you. People may forget that you said it but they will remember if you don't. Try to remember their name and something they have told you about their personal life or business. Relationships are built by people who care and show it, make the extra effort and you will get the rewards.
Barry is a business coach and speaker on customer satisfaction and marketing. www.idealetter.com
Always Listen to Customers & Clients
Everyone in a business is part of customer satisfaction and here are a few things to remember.
*Ask how you can, assist and explain and then stop talking and listen to the answer
*Remember that the one customer you are talking to is the reason you have a business or job
*Again, stop talking when the customer is telling you haw to satisfy them
*Really listen and make it show
*Pay attention to no-verbal clues, tone of voice and demeanor and you will learn more than is said
*Never judge a customer on manner of speaking or appearance
*Think before you respond and use all the information they give you to form an answer
*Realize that this person may be telling you how to make them a loyal customer
* Don't look around the room when listening, pay attention
Barry is a business speaker on customer satisfaction. www.idealetter.com
*Ask how you can, assist and explain and then stop talking and listen to the answer
*Remember that the one customer you are talking to is the reason you have a business or job
*Again, stop talking when the customer is telling you haw to satisfy them
*Really listen and make it show
*Pay attention to no-verbal clues, tone of voice and demeanor and you will learn more than is said
*Never judge a customer on manner of speaking or appearance
*Think before you respond and use all the information they give you to form an answer
*Realize that this person may be telling you how to make them a loyal customer
* Don't look around the room when listening, pay attention
Barry is a business speaker on customer satisfaction. www.idealetter.com
Sunday, October 13, 2013
Your Uniform Includes a Smile
A good policy for a business that has a lot of customer contact is to let everyone know that a smile is part of their uniform. This works well for fast food restaurants, home products centers, banks and any other business with a continual stream of customers. By stating it and reminding everyone to smile any time a customer is nearby will creat a more pleasant atmosphere foe everyone coming into your business. Customers want to spend their money in a pleasant place that is happy to see them and it shows in the manner thaey are treated.
As a manager or owner you can let everyone that you expect them to smile by approaching them and looking right at them with a smile. It is usually contaigous and most people will get the hint. Another way to be sure your people are looking at customers rather than looking down or somewhere else is to ask the color of the last customer's eyes. Even if they fake it the point will be made and they will know that you are serious when asking them to pay attention. Even when a customer is a little testy a smile can often get them to relax and leave feeling good about being there.
Barry is speaker/trainer on how to increase your customer satisfaction. www.idealetter.com
As a manager or owner you can let everyone that you expect them to smile by approaching them and looking right at them with a smile. It is usually contaigous and most people will get the hint. Another way to be sure your people are looking at customers rather than looking down or somewhere else is to ask the color of the last customer's eyes. Even if they fake it the point will be made and they will know that you are serious when asking them to pay attention. Even when a customer is a little testy a smile can often get them to relax and leave feeling good about being there.
Barry is speaker/trainer on how to increase your customer satisfaction. www.idealetter.com
Friday, October 11, 2013
Will Showrooming Kill Retail?
"Showrooming," using retail locations as showrooms from which to shop online,
makes even the most hardened brick-and-mortar retailer shudder. Retailers cringe
when they witness shoppers accessing their smartphones as they peruse the
carefully displayed inventory on their shelves, knowing that these items are now
listed in recent Google or Amazon search histories, easily accessed later from
the comforts of home. Has the victor in the battle for consumer dollars already
been declared? Has the physical store become simply a showroom for
e-commerce?
These questions are particularly relevant now as we approach the start of the all-important holiday retail sales season. As the Chairman and founder of Gazit-Globe, a company that owns almost 600 shopping centers around the world, I am constantly evaluating the competitive landscape in which we operate.
The result of this type of hybrid shopping does not, however, necessarily result in a lost sale for the brick-and-mortar retailer in favor of the electronic vendor. When looked at more closely, shopper behavior reveals that the majority of smartphone owners use their devices to access relevant information when they are inside brick-and-mortar retailers. Trends indicate that smartphone shoppers are more likely to shop in brick-and-mortar stores than shoppers who do not own smartphone, reflecting both the demographics of this sub-group of shoppers and the advantages of the mobility of their devices; this behavior suggests the blending of alternative retail avenues rather than a division of channels.
So why does a consumer with access to physical “showrooms” and electronic means for easy shopping online still make purchases in a physical store? Is it, perhaps, to fulfill a human need for consumption and the immediate gratification gained by purchasing an item and being able to exit the shop immediately with it in hand? No matter how good a website, how attractive the prices online, or how quick the shipping, e-commerce offers a fundamentally different experience than the physical act of consumption. Nevertheless, the rapid growth of e-commerce is forcing brick-and-mortar retailers to reconsider their traditional model and how they view their relationship with an increasingly diverse consumer base. The role of the physical store itself is changing; it is no longer simply the place to purchase goods but a representation of a retailer’s brand. When consumers can purchase goods online from any location, the ability to draw them to a store lies in offering something beyond merchandise. Location becomes critical to the success of physical retailers, with prime urban locations becoming the shopping and lifestyle destinations of choice. Successful urban shopping centers are more than a place to shop but are natural social and leisure hubs within the communities they serve.
In response to the challenges of e-commerce, traditional retailers have had to adopt new approaches for retaining and gaining market share. To be successful, retailers must develop their own apps and online presence that have the feel and look of their online competitors. Customers expect seamless transitions between online and in-store shopping, and both retailers and landlords need to adopt online methods to enhance a customer’s in-store service and experience, e.g., easy mobile access to product reviews and price comparisons and location-based and user-behavior customized promotions. Furthermore, retailers need to develop their marketing strategies to get the best results across different channels, e.g., offering rewards, “click & collect” services, and in-store self-checkout using personal mobile devices. The possibilities are endless and it is critical that retailers embrace e-commerce as an opportunity.
The influence of e-commerce on retail is not one-way and some online brands have begun to open physical locations, seeking to broaden their brand exposure. This trend is testament to the need to provide consumers with a complete experience that includes the desired elements of both e-commerce and physical shopping. Whereas the internet can be a form of competition for brick-and-mortar shopping centers, it can also be a means to supplement and enhance what a shopping center offers its customers. Ultimately, e-commerce cannot provide the immediacy and convenience of a well-located urban center that reflects the demands and desires of the community it serves. Retailers are increasingly aware of this complex dynamic and are placing more and more emphasis on where they locate their brands. The changing retail landscape will see many shopping centers and regional malls in secondary markets struggle, but shopping centers in prime urban location, with optimal tenant mix and friendly, exciting shopping environments, will succeed as physical destinations and will benefit from the influence of e-commerce.
By Chaim Katzman
These questions are particularly relevant now as we approach the start of the all-important holiday retail sales season. As the Chairman and founder of Gazit-Globe, a company that owns almost 600 shopping centers around the world, I am constantly evaluating the competitive landscape in which we operate.
The result of this type of hybrid shopping does not, however, necessarily result in a lost sale for the brick-and-mortar retailer in favor of the electronic vendor. When looked at more closely, shopper behavior reveals that the majority of smartphone owners use their devices to access relevant information when they are inside brick-and-mortar retailers. Trends indicate that smartphone shoppers are more likely to shop in brick-and-mortar stores than shoppers who do not own smartphone, reflecting both the demographics of this sub-group of shoppers and the advantages of the mobility of their devices; this behavior suggests the blending of alternative retail avenues rather than a division of channels.
So why does a consumer with access to physical “showrooms” and electronic means for easy shopping online still make purchases in a physical store? Is it, perhaps, to fulfill a human need for consumption and the immediate gratification gained by purchasing an item and being able to exit the shop immediately with it in hand? No matter how good a website, how attractive the prices online, or how quick the shipping, e-commerce offers a fundamentally different experience than the physical act of consumption. Nevertheless, the rapid growth of e-commerce is forcing brick-and-mortar retailers to reconsider their traditional model and how they view their relationship with an increasingly diverse consumer base. The role of the physical store itself is changing; it is no longer simply the place to purchase goods but a representation of a retailer’s brand. When consumers can purchase goods online from any location, the ability to draw them to a store lies in offering something beyond merchandise. Location becomes critical to the success of physical retailers, with prime urban locations becoming the shopping and lifestyle destinations of choice. Successful urban shopping centers are more than a place to shop but are natural social and leisure hubs within the communities they serve.
In response to the challenges of e-commerce, traditional retailers have had to adopt new approaches for retaining and gaining market share. To be successful, retailers must develop their own apps and online presence that have the feel and look of their online competitors. Customers expect seamless transitions between online and in-store shopping, and both retailers and landlords need to adopt online methods to enhance a customer’s in-store service and experience, e.g., easy mobile access to product reviews and price comparisons and location-based and user-behavior customized promotions. Furthermore, retailers need to develop their marketing strategies to get the best results across different channels, e.g., offering rewards, “click & collect” services, and in-store self-checkout using personal mobile devices. The possibilities are endless and it is critical that retailers embrace e-commerce as an opportunity.
The influence of e-commerce on retail is not one-way and some online brands have begun to open physical locations, seeking to broaden their brand exposure. This trend is testament to the need to provide consumers with a complete experience that includes the desired elements of both e-commerce and physical shopping. Whereas the internet can be a form of competition for brick-and-mortar shopping centers, it can also be a means to supplement and enhance what a shopping center offers its customers. Ultimately, e-commerce cannot provide the immediacy and convenience of a well-located urban center that reflects the demands and desires of the community it serves. Retailers are increasingly aware of this complex dynamic and are placing more and more emphasis on where they locate their brands. The changing retail landscape will see many shopping centers and regional malls in secondary markets struggle, but shopping centers in prime urban location, with optimal tenant mix and friendly, exciting shopping environments, will succeed as physical destinations and will benefit from the influence of e-commerce.
By Chaim Katzman
Wednesday, October 9, 2013
Body Language That Sabotages Success
Make sure you’re not squelching your chances of success by employing any of the following five poses.
1. Crossing your ankles while standing: Women cross their ankles while standing because it is more comfortable, especially if they’re wearing high heels, but it is not a good idea, because it sends the message that you are shy and insignificant, says Sayler.
A confident pose is to stand with your back straight and your ankles uncrossed. If you are unable to stand this way in high heels, Sayler suggests wearing flats.
2. Fig leaf pose with hands while standing: What Sayler calls the fig leaf pose consists of holding your hands over your groin area as if your hands are a fig leaf.
“Women and even men strike this pose, which gives the impression that you are unimportant,” she says. “The best option is to simply let your arms hang naturally by your sides. Another solution that sends a message of high expectations is to bend your elbows and keep your hands parallel to the ground while lightly clasping them together. You can also hold a tablet or book, but not a cellphone, as that suggests you don’t have time."
3. Tipping or tilting your head: Many women tip or tilt their heads when listening to someone speak as an acknowledgement of hearing and understanding the other person, but this gesture may suggest to others that they are confused or agree with what the speaker says, when they really don't.
Sayler suggests keeping the chin parallel to the ground, which helps avoid this gesture, and if you feel the need to acknowledge that you are listening, nod very slightly.
4. Coy eye contact: When a woman drops her chin and looks out high up in her eye sockets or up over her glasses, this is a submissive gesture that spells coy. “Flirty gestures may be fine in social situations, but such a message is not okay in the business world,” Sayler says. “We tend to drop our chins when we feel insecure, but the more we do that, the more insecure we feel.”
Instead, keep your chin parallel to the ground and make good eye contact, which communicates that you are an intelligent person sincerely interested in what the other person has to say.
5. Nervous habits: Nervous mannerisms such as fidgeting, picking lint off your clothing, playing with your jewelry or smartphone or twisting or throwing back your hair are all signs that you are nervous and not confident, and these gestures make it likely you won’t be taken seriously. Sayler’s advice for curtailing a nervous habit is to concentrate on your breathing.
“Nervous habits tend to come out when you’re breathing rapidly,” she says. “Train yourself to breathe low and comfortably, and your nervous twitches will disappear.”
Now that you know what moves to make, you can take a stance that can help you succeed.
By Julie Bawdem Davis
1. Crossing your ankles while standing: Women cross their ankles while standing because it is more comfortable, especially if they’re wearing high heels, but it is not a good idea, because it sends the message that you are shy and insignificant, says Sayler.
A confident pose is to stand with your back straight and your ankles uncrossed. If you are unable to stand this way in high heels, Sayler suggests wearing flats.
2. Fig leaf pose with hands while standing: What Sayler calls the fig leaf pose consists of holding your hands over your groin area as if your hands are a fig leaf.
“Women and even men strike this pose, which gives the impression that you are unimportant,” she says. “The best option is to simply let your arms hang naturally by your sides. Another solution that sends a message of high expectations is to bend your elbows and keep your hands parallel to the ground while lightly clasping them together. You can also hold a tablet or book, but not a cellphone, as that suggests you don’t have time."
3. Tipping or tilting your head: Many women tip or tilt their heads when listening to someone speak as an acknowledgement of hearing and understanding the other person, but this gesture may suggest to others that they are confused or agree with what the speaker says, when they really don't.
Sayler suggests keeping the chin parallel to the ground, which helps avoid this gesture, and if you feel the need to acknowledge that you are listening, nod very slightly.
4. Coy eye contact: When a woman drops her chin and looks out high up in her eye sockets or up over her glasses, this is a submissive gesture that spells coy. “Flirty gestures may be fine in social situations, but such a message is not okay in the business world,” Sayler says. “We tend to drop our chins when we feel insecure, but the more we do that, the more insecure we feel.”
Instead, keep your chin parallel to the ground and make good eye contact, which communicates that you are an intelligent person sincerely interested in what the other person has to say.
5. Nervous habits: Nervous mannerisms such as fidgeting, picking lint off your clothing, playing with your jewelry or smartphone or twisting or throwing back your hair are all signs that you are nervous and not confident, and these gestures make it likely you won’t be taken seriously. Sayler’s advice for curtailing a nervous habit is to concentrate on your breathing.
“Nervous habits tend to come out when you’re breathing rapidly,” she says. “Train yourself to breathe low and comfortably, and your nervous twitches will disappear.”
Now that you know what moves to make, you can take a stance that can help you succeed.
By Julie Bawdem Davis
Tuesday, October 8, 2013
Your Small Business Bank
If you are just starting a new business or need to make some changes in who you bank with, consider the smaller local banks. In today's business environment the large banks have been taking unfair advantage of us with a laundry list of fees and some reduced services. It's almost impossible to get a small business loan without five times collateral and personal guarantees from all your relatives. The big national banks are not good for small business and you should avoid them when possible.
A smaller local bank gets to know you and about your business because you are helping to build the economy of the local area and providing jobs. You can actually meet the executives and even the president of the local bank. You may have ignored them in the past but with a new or growing company they can be on your side, not against you. They don't give money away but will listen to your needs and if you are not prepared to apply for a loan they will help get the documents and information you need to move forward.
Small community banks (5 or less locations) have a real interest in seeing you succeed in the area they service. They want your banking business and your friendship as a business owner. They may not blast the airways with commercials but you will be welcomed with sincere interest and a smile when you first walk in the door. They can also connect you with other local businesses, organizations and networking groups to help you grow and prosper. YES, there are banks that care and they are right in your local area, visit them and see what they can offer you.
Barry is a buciness coach/advisor that helps new and existing businesses grow and solve problems. www.idealetter.com
A smaller local bank gets to know you and about your business because you are helping to build the economy of the local area and providing jobs. You can actually meet the executives and even the president of the local bank. You may have ignored them in the past but with a new or growing company they can be on your side, not against you. They don't give money away but will listen to your needs and if you are not prepared to apply for a loan they will help get the documents and information you need to move forward.
Small community banks (5 or less locations) have a real interest in seeing you succeed in the area they service. They want your banking business and your friendship as a business owner. They may not blast the airways with commercials but you will be welcomed with sincere interest and a smile when you first walk in the door. They can also connect you with other local businesses, organizations and networking groups to help you grow and prosper. YES, there are banks that care and they are right in your local area, visit them and see what they can offer you.
Barry is a buciness coach/advisor that helps new and existing businesses grow and solve problems. www.idealetter.com
Monday, October 7, 2013
Don't Call Me, I'll Call You
I received a phone call from a service that I have been using for nearly a
decade. The call came in the middle of an early afternoon run. I had decided to
take a lunch time run to clear my head and recharge. Seeing the service pop up
on my caller ID, I answered thinking that there was a problem. I picked up and
the cheery customer service representative informed me that it was a customer
check-up call.
She never took a breath before launching into a series of increasingly annoying questions. I kept running while providing short answers. I was annoyed but curious where this was headed. It quickly became apparent that this was far from a “check-up” call it was an attempt to sell me services I had no desire to buy.
For almost 10 years I have been happy with the service and often recommended it to others. In less than 10 minutes, my largely favorable view of the company had been tainted. It is not the attempt to upsell me that rankled but the poor way in which it was handled.
I am not outing the company as I have no desire to damage their reputation. I’d rather use this as an opportunity to learn and assess our own behaviors with customers. So listed below are the three key mistakes this company made and what we can learn from it.
Mistake #1: Treating customers like strangers. The rep had access to my account information. A quick look at my history would have revealed the number of years I have been a customer and the products I am currently using. Instead, the rep treated me like a brand new customer asking me if I knew about different features that are basic to the service. The entire conversation could have gone differently if she had immediately acknowledged me as a long term customer and led with what she knew about me and my business. Instead it felt like meeting an old friend who shakes your hand and says, “Where do I know you from?”
Mistake #2: The conversation was a lie. The representative said it was a customer check-up call but she never asked about my current service. She simply launched into a series of scripted questions about features. Be honest about why you’re calling and set the expectation up front. If you’re calling to tell me about services I may not be using, say that.
Mistake #3: Focus on quota, not customer. Clearly the company has an internal initiative to improve revenues and shift customers into a higher priced featured product. I felt like little more than a “mark” rather than a valued customer. It would have been nice to hear “thanks for being our customer for so long,” or some acknowledgement of our history. It would have been even nicer to have a real conversation that was relevant to me and my business. Rather than scripted questions, ask real questions about my business and goals and offer solutions that make sense.
Proactive calls to customers are a wonderful way to nurture relationships, and yes even grow your business. However, it is important to ensure that in every interaction you put the customer first. Today, even small companies have access to huge amounts of data about their customers. Use that data to serve up messages that are relevant to your customer base.
In this particular case, no service would have been a better option. I was perfectly happy before the awkward fake customer check up call. The call put the company on my radar in a different way. It has made me hyper aware of their marketing messages on other platforms, and I am not sure I like the new direction. A once loyal customer is now eyeing other options.
By Karen Swim
She never took a breath before launching into a series of increasingly annoying questions. I kept running while providing short answers. I was annoyed but curious where this was headed. It quickly became apparent that this was far from a “check-up” call it was an attempt to sell me services I had no desire to buy.
For almost 10 years I have been happy with the service and often recommended it to others. In less than 10 minutes, my largely favorable view of the company had been tainted. It is not the attempt to upsell me that rankled but the poor way in which it was handled.
I am not outing the company as I have no desire to damage their reputation. I’d rather use this as an opportunity to learn and assess our own behaviors with customers. So listed below are the three key mistakes this company made and what we can learn from it.
Mistake #1: Treating customers like strangers. The rep had access to my account information. A quick look at my history would have revealed the number of years I have been a customer and the products I am currently using. Instead, the rep treated me like a brand new customer asking me if I knew about different features that are basic to the service. The entire conversation could have gone differently if she had immediately acknowledged me as a long term customer and led with what she knew about me and my business. Instead it felt like meeting an old friend who shakes your hand and says, “Where do I know you from?”
Mistake #2: The conversation was a lie. The representative said it was a customer check-up call but she never asked about my current service. She simply launched into a series of scripted questions about features. Be honest about why you’re calling and set the expectation up front. If you’re calling to tell me about services I may not be using, say that.
Mistake #3: Focus on quota, not customer. Clearly the company has an internal initiative to improve revenues and shift customers into a higher priced featured product. I felt like little more than a “mark” rather than a valued customer. It would have been nice to hear “thanks for being our customer for so long,” or some acknowledgement of our history. It would have been even nicer to have a real conversation that was relevant to me and my business. Rather than scripted questions, ask real questions about my business and goals and offer solutions that make sense.
Proactive calls to customers are a wonderful way to nurture relationships, and yes even grow your business. However, it is important to ensure that in every interaction you put the customer first. Today, even small companies have access to huge amounts of data about their customers. Use that data to serve up messages that are relevant to your customer base.
In this particular case, no service would have been a better option. I was perfectly happy before the awkward fake customer check up call. The call put the company on my radar in a different way. It has made me hyper aware of their marketing messages on other platforms, and I am not sure I like the new direction. A once loyal customer is now eyeing other options.
By Karen Swim
Guestology - What's That?
It's a term that came from Disney that means understanding your guests expectations and how to meet and exceed them. A company as big as Disney may use a guest card or door key card to profile what the guest is doing, ordering and enjoying. Then the next day or next visit they can provide the little extras without being asked. They can also use the collected date to mail or email special offers that the guest would be interested. Things like discounts, slow times of the year with little waiting for attractions, special events and things for their children based on their ages.
Smaller businesses can do this in a local setting by recognizing their best customers and having what they usually buy or order ready when they see their car pull up. They can also store in a computer other data such as new births, recent vacations, weddings, new home and of course birthdays. Then with a customer number or code bring up that information in a second and say, "How was that trip to Vegas last week?" People will feel that you really care and it will build loyalty for your business.
A sytems like this can also remember what a customer does not like and you can avoid even offering it to them. I hate flavored coffee and don't want to be asked if I would like vanilla added, eve if it's free. It show customers and clients that you really care and won't waste their time with useless questions. People also like when you call them by their first name as long as you don't overdo it.
Barry is a business coach/advisor that helps businesses grow and provide better service, charging by-the-hour (no contracts). www.idealetter.com
Smaller businesses can do this in a local setting by recognizing their best customers and having what they usually buy or order ready when they see their car pull up. They can also store in a computer other data such as new births, recent vacations, weddings, new home and of course birthdays. Then with a customer number or code bring up that information in a second and say, "How was that trip to Vegas last week?" People will feel that you really care and it will build loyalty for your business.
A sytems like this can also remember what a customer does not like and you can avoid even offering it to them. I hate flavored coffee and don't want to be asked if I would like vanilla added, eve if it's free. It show customers and clients that you really care and won't waste their time with useless questions. People also like when you call them by their first name as long as you don't overdo it.
Barry is a business coach/advisor that helps businesses grow and provide better service, charging by-the-hour (no contracts). www.idealetter.com
Are Sales Slow?
We all love it when business is going along well and sales, clients and profits are coming in at a regular pace to pay bills and have money left over. Well sometimes the dream is over and we have to wake up and actually work at building our business again. It happens to everyone, even the big corporations and if they don't change they are soon gone. A slow sales period could be just temporary or the start of a downtrend that needs serious attention. Don't sulk and blame the economy, get to work and make your business better, NOW!
Most products and services will not last forever or in the case of computers and smart phones, even a year. We must be continually looking for ways to improve our products to keep the attention and loyalty of our clients and customers. Someone is always trying to lure them away with lower prices, innovative changes, faster service and anything that you are not offering. So don't wait until the sales chart is pointing down, begin today looking for ideas that will bring your business to the next level. As soon as you find it don't relax because soon you will have to do it all over again.
Barry is a business coach/advisor that works with new & existing business owners to grow their businesses and improve the The Customer Experience. www.idealetter.com
Most products and services will not last forever or in the case of computers and smart phones, even a year. We must be continually looking for ways to improve our products to keep the attention and loyalty of our clients and customers. Someone is always trying to lure them away with lower prices, innovative changes, faster service and anything that you are not offering. So don't wait until the sales chart is pointing down, begin today looking for ideas that will bring your business to the next level. As soon as you find it don't relax because soon you will have to do it all over again.
Barry is a business coach/advisor that works with new & existing business owners to grow their businesses and improve the The Customer Experience. www.idealetter.com
Sunday, October 6, 2013
Get Close to Your Customers & Clients
Remember how difficult it was to get those first customers when you started your business? They had to make the decision to take a chance on your new unproven business and hope that it would be a great value for them. That's why when you do get customers and clients you don't want to lose them and have to start all over again. It's takes time to build loyalty but you can also get close to them right away and stay close. By making them feel that they are important (and they are) will be a good reason for them to buy from you a second and third time.
There will be a number of close customers and clients that will help you build your business because they will:
*Order or buy from you often
*Place larger orders and purchases
*Pay promptly or when they order
*Send referrals (friends & relatives)
*Are easy to work with and satisfy
*Give you new products & service ideas
*Tell you their likes and dislikes
*Are patient when problems arise
*Will follow you if you move or relocate
These are also the purchasers that will stay with you when the economy is tight and everyone is fighting for customers with low prices. They will gradually move to being very loyal to your business. But remember that it takes a long time to build that loyalty and only one dumb situation to destroy it.
Barry is a business advisor/caoch that believes customer satisfaction is the key to growing your busines and staying in business. www.idealetter.com
There will be a number of close customers and clients that will help you build your business because they will:
*Order or buy from you often
*Place larger orders and purchases
*Pay promptly or when they order
*Send referrals (friends & relatives)
*Are easy to work with and satisfy
*Give you new products & service ideas
*Tell you their likes and dislikes
*Are patient when problems arise
*Will follow you if you move or relocate
These are also the purchasers that will stay with you when the economy is tight and everyone is fighting for customers with low prices. They will gradually move to being very loyal to your business. But remember that it takes a long time to build that loyalty and only one dumb situation to destroy it.
Barry is a business advisor/caoch that believes customer satisfaction is the key to growing your busines and staying in business. www.idealetter.com
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