Last week, I experienced a “we messed up, but already got your money, so no apology” situation with a big company. That’s exactly how it felt from a customer standpoint of view; they did not care that my first purchase with them messed the mark. You’re probably thinking I am a small business, and “trust me; Tasha I place a lot of thought and care into my customers I would never not value them.” Well, I am going to be honest with you everyone misses the mark sometimes and you end up with miserable customers.
There was a time in my business life prior to me becoming this polished business woman I am today, cough where I would rant about my customers or clients on social media. However, since then I have learned you not only lose more business by doing this, you’re stepping out of character for no real reason. Yes, I get on your website it shows your processing and shipping time, but people continuously email you about where their order is. Or you have clients who sign service agreements, but several years later want all the raw images from their wedding when said contract said they only get 100 for the amount they agreed to. I have been on all three sides of this spectrum from being the customer to product business and a service based company. In the last several months, I have cringed and vowed not to support small business owners who have done these things. Let me also note when I see these things done I send a private message or email as a consulting stating why this is bad for business. Today, I want you to learn how to turn your rants about customers into educational moments for you and them.
The other day, while talking to a former client D’Cher of Shop Love Peridot, we were discussing a website and other things. I had mentioned on twitter I was looking for a particular style necklace and she sent me a couple companies to check out. During the browsing of their websites, I had a complete aha moment. I know several successful companies that most of my followers do not know of because they are Texas based. The owners are billionaires, millionaires and high earning six figure companies. They have four key elements that make their company successful.
There is huge misconception that because you have an audience for your business that they will be loyal to your business and your business only. Truth be told it is very rare to find a customer who is ONLY loyal to your business in your specific niche. For example, I write a business content based blog, consultant business owners and curate paid products for them. However, I would be naive to believe that I am the only source of information for my audience. Especially since I know that I am not everyone’s cup of tea.
Snail Mail is coming back with vengeance or that’s what I would love to believe and so would the USPS. However, there is a small truth to it when you look at the growth of companies focused in this particular industry. More and more individuals are becoming nostalgic about the days of yesteryear. Calligraphy businesses are booming and paper based companies focused on letter pressing, thank you cards and more are launching. This is why snail mail is a great tool for your small business to use.
Communication is essential when running a small business. Your clients or customers need to reach you for a multitude of things and sorry but you need more than a contact form. It is great that you installed the plugin or the form came standard with your third-party shopping cart but those things break. Code gets messed up without you doing a thing. So now you have not only missed countless emails but created issues for people who use your services or shop your store.
If you want to create loyal brand ambassadors you are going to have to reward your best customers or clients. This is not playing favoritism but instead cultivating solid relationships that help to grow your business. I know first hand how cupcakes in a jar can make your customers swoon and be giddy to support you.
When you made the leap into the business world you knew you needed a website to grow your company. In order to achieve global domination, building your dream website is a must in your steps to success. Now that you have some skin in the game, you might feel some type of way about the return in the investment you are receiving.
As business owners, we write the plan out over and over, thinking we’ve covered every aspect. All the while, we may miss small details along the way. All the details are in the universe and you have to pay attention to all aspects of your business and site.
Here are some key questions to ask yourself about your site: important things we tend to skip over.
The key to obtaining and retaining customers is right where people spend their most time… their smart phone shopping some store or engaging on social media. Today I am going to address one of the biggest questions I get: how can I obtain more clients and customers? My first question is always, “how are you treating your current customers or clients?”
Statistics show that it is easier to retain your current shoppers than it is to obtain new ones. This is simply because you have built trust with your customer and that person has become loyal to your brand.
I never thought, as a business owner, that I would have to play the bad guy. To be honest, I didn’t think running a business would be anything like it is. Movies and TV shows give a skewed version of the business world. It’s not an over night success: inventory gets messed up, fiscal backing is not free, and customers will drive you nuts (hey, I am being honest, imagine the emails I get).