Your return policy is a MAJOR marketing tool because it reverses the risk anticipated by buyers. A great policy anticipates the fear that ALL consumers have: Getting stuck with someone they don’t like! If you already have a return policy, check out the ideas below … if you do not, it’s important to make it […]
The unofficial start to summer is here! This brings up the important topic of vacations and keeping things going for your business while you tune out, and how to keep your customers happy. After all, you deserve a day off every now and again, and a vacation, right? If you’re planning on taking time off, […]
I walked into a jewelry store near my office last week to buy a watch band. As I waited for them to replace the old one, I noticed quarters, dimes and nickels neatly lined up on the counter. There was a sign next to the coins that said, “For parking meters if you need it.” […]
We write thank you notes to every customer. Just like the one you see above. Here is what the “front” of the card looks like: I bought the image on istockphoto.com because it had a cool look to it, and the idea of a Post-It® image was interesting to me … as if I wrote […]
Some of the most effective ways to connect with customers don’t cost a thing and are easy to do! They’re so simple, in fact, that we often forget to do them or assume that they’re not important. But they truly are. Try these 5 easy ways to boost your connection to customers, and see if […]
I know it’s corny advice: Remembering names is important. But no matter how (much older) I get, the wisdom of that increases all the time. A few days ago, I was facilitating a leadership program. One group of six had been working together for two days, but during an activity, one of the group members admitted […]
When I was a kid, we dropped off camera film to the drug store and then waited two weeks for the prints. They were sent to a processor in Wisconsin or some other exotic place. When I saw 1 hour turn-around the first time, I was amazed that such a thing existed. Now, 1-hour photos […]
Part of selling is the reality that someone may not be satisfied with the item they purchased, the way it was shipped, or policies that you have. Customer service IS strongly related to sales and marketing. Many people will not buy from a vendor who did not handle their complaint well. On the other hand, they will often […]
I received a question recently about how to handle the unpleasant situation of a disgruntled customer posting rude things on their Facebook page. You can’t control what others say about you on their Facebook page, unfortunately, but you can follow up to see what caused the misunderstanding and how you can fix it. Having a […]
At a restaurant last week I gave my name to the hostess. She said, “Thanks, just come back when you’re ready to be seated.” I stood at the hostess station, and when my guest walked in a minute later, I turned to her and said, “We’re ready.” She looked up blankly and said, “How can […]