April, 2017Archive for
Sometimes it takes being on the other side of the system for you to get some insight onto how to improve a service-based business. I recently had to find a company for air conditioning repair services. I was lucky enough to be referred to a great company — they were prompt with scheduling, fair with pricing, quick with service, and convenient to pay. But after the job was done – that was it. There was no follow through. They had wow’d me as a customer from a skill level standpoint, but I haven’t seen anything else from the company after the invoice was paid and the van drove off.
The On The Go Search Market continues to grow – Google has acknowledged that over 50% of search queries around the world happen via a mobile device. So if your website doesn’t work for mobile users, it means your website doesn’t work well for the majority of internet users. You wouldn’t hang up on 50% of your customers calling your phone and you wouldn’t delete 50% of those lead generation emails from your website – so why would you ignore more than 50% of your potential customer pool by having a website from the pre-mobile era.
Customer service is about making connections. The business to customer bond can’t be instantly created. Sometimes, a strong connection can be forged when a business goes above and beyond to satisfy a previously disgruntled customer. A feeling of trust can be instilled when businesses honestly take care of a customer’s well being in an opportunity where they could have easily been overcharged. While cleaning out a condensate line isn’t as profitable as an air handler replacement, when customers realize they have been treated with respect and dignity – that value over time + the boost to your reputation can have a much higher impact on your bottom line than that one single install.
However – just like any relationship, even the strongest trust and admiration cannot be maintained in silence. You have to constantly be working on your customer relationships to nurture them. Otherwise, if you never call or never write, they’ll forget about that one time you came to their house at 3am to fix that leaky pipe – They’ll just call the first plumber they find for their next project.
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Running a small business means that you are constantly juggling your work and personal life responsibilities. Especially difficult when operating a small business is being able to take care of today’s tasks at hand while also looking out for the future growth of your business. Let’s discuss a few simple ways that you can try to maximize your time with a few productivity hacks and ideas to keep your business in order while keeping your sanity in check.
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