What do you need to build community? Why do you need to build community at all?
Nowadays markets are overloaded. What makes you different from the guy next door is that some people know and trust you. Others trust him. What will make people trust that you will deliver quality to them? YOU. Your personality, your brand. Your communication.
For example, if I know someone selling knitted saucepans and I start to follow him, I will see his notes, comments, we even make friends on social media, so I see his posts. I love his work, I am thinking of ordering a whole big set of his knitted kitchenware. And then, I see him posting about other clients.. making fun of them. Ridiculing his own followers, his own people. He starts posting about the “idiots” who believed that knitted saucers are great for cooking and makes jokes about what messages he gets.
I have seen this many times. And not only me, but everyone. Every single follower. Do you work hard to build a brand with one hand and then you ruin everything with the other one?
Or are you smart and you build your brand with one hand and you support it with the other one?
What will your profile tell about you?
This is the number one step. That you understand the importance of your communication. How much, how, to whom and when and where… this is essential.
I am writing a piece about channels, too! Next blog post is coming up soon!
If you have any question, do not hesitate to contact me, I am available to chat anytime!
Roasted Peanuts in Shell
Allergy Advice: This product contains Peanuts.
Is this clear enough? If not, it is in a transparent bag, so you can even see the product.
Do you know what you buy? No doubt.
So what is your product?
Do your potential customers know what they get if they pay you? Is it clear what you offer?
I had to realise that often they do not understand the terminology we use. Or they do not have a clear picture about what will happen if they approach us. So why not telling them? Which format would you choose to communicate about your products and services?
Your products are beautiful! Everybody admires how talented you are. You have thousands of likes on your Facebook page – yet nobody really wants to buy from you.
You are maybe offering a service and everyone says you are really knowledgeable, you know your stuff, then you just sit and wait but nobody really calls you to book an appointment.
What could have gone wrong? It is clear that those people do not know that your product or service is clearly what they need! They do not understand the value it can bring to their life – YET!
There is a chance that those people who look at your page do not understand what you are selling! It can happen if you are a service provider. The other day, I got an e-mail about something that I did not understand clearly along with an offer that it might be useful for my business. No website or company name, only “marketing advisor” or similar title in the signature. I could have ignored but I could not resist to hit reply and say: I do not actually understand if that thing you are offering could bring any value to me, but if you really want me to look into it, please send a link to your website or any information how I could benefit from it. And then I got the website and no news since then. Why? They sent me a useless proposal and I even replied! and nothing! They are not getting back to me and I will not write them again to ask them to sell something to me. I will not go and tell them how to sell something to me even if I could be interested in their products. I could but would not worth the time and effort. They lost it. It is that simple.
Lesson learned: Make it clear what you want to sell. Make clear packages if you are a service provider! Do not expect people to spend time to figure out what you do and if they need you or not… Tell them!
I have an other story about a lady who tagged me in a comment of a post in a group on Facebook (so quite publicly), saying that she added me as a friend (means my private profile) and if I confirm the request, she will show me how to make my Twitter profile more visible, active and so it will be working better. Excuse me? Are you telling me that I am doing it wrong? Who are you to stop me and tell me publicly that I need help because I am not good enough according to you? So who are you again?
Lesson learned: Never try to sell before engagement. You do not know who you talk to! You have no idea what the other person wants! Not everybody wants to be visible on social media. Be a little bit more open minded and imagine that there is a world outside of Facebook and Twitter. While I know that the digital economy is growing fast,
I also know that NOBODY will convert if you approach them randomly with a sale offer, specially if phrased in an insulting style. Talk to people as if you met on the street – you are a random stranger. Smile first, say hi, introduce yourself, tell something about yourself, engage the other person. Be polite!
Talk to people in a way you want to be treated, you want to be talked to. Love your potential clients, respect them, provide value, otherwise they go away before you know it!
Did you find this article useful? Then you might want to read about HOW TO CONVERT PROSPECTS TO CUSTOMERS! Here is a book that I recommend from Khalid Saleh. This is an affiliate link to the book on Amazon if you want to see the details: Conversion Optimization: The Art and Science of Converting Prospects to Customers
Enjoy reading it! Now I am going to write more about this conversion topic as it proves to be very exciting!
Time management – Delegate!!! Focus on your strengths and delegate everything else! How? Let’s brain storm together now!
How much money do you waste?
Let’s quickly calculate it now… are you ready? How many hours do you work a day? How many money do you make a day? How much time do you spend with NOT growing your business? How many hours do you spend on figuring out what you should do next? Let’s say you waste 2 hours a day from your working hours, this is 2x your hourly fee. (For me, it is a pretty nice amount. It would hurt wasting it!) Continue reading
How do you know that you deliver by your clients’ need? Do you agree in advance? Is it in writings? Are you required to do the same thing daily, weekly? Do you have a process, a routine you follow?
- How do you work?
- Are you structured or things just happen?
- Are your clients happy with your work or would they tell you?
- How can you make sure that you deliver on high standard?
It is amazingly simple!
You ask them what they want AND You write it down. When you completed each task, you tick it. That’s it!
You can have a pre-designed checklist with you. Trust me, your customers will be impressed!
Let’s see an example. You run a gardening service and your new customer needs cutting and unweeding in front and rear gardens. So how would you put together a checklist?
- unweed rear
- unweed front
- front hedge trimmed
- rear garden bush trimmed
- roses cut
- lawn mowed
- garden waste collected
- garden waste moved from front
- garden waste moved from back
- and what else could you add? Like: tools collected, client checked the work done…
It will not only help you to make sure that you finish the job promptly and properly but it will give you a real professional look as well. Do you think your customers would deserve a little extra attention? Give it to them and they will be grateful.
Why is it also useful?
When your client calls you next time to do the same job as before they will expect you to remember what was required a few weeks ago. So what if YOU offer a routine that you repeat weekly or fortnightly? This will not only engage your client but it will build more trust. They will feel that you CARE about their needs. You listen. You really listen and understand. I think it is the most important. That your customer feel you pay attention.
Do you need help with your checklist?
Contact me, remember, your first session will cost you NOTHING! Yes! It is free of charge! And we can analyse what else your business need to grow, to become more professional, to be able to raise price or find more clients.
How to treat your customers? Do you always have to satisfy all your clients and customers?
You will meet a few different types of customers: one will just turn his back on you and will never come back; the second type will be always unhappy does not matter how hard you try; the third one will be OK but he will not come back; and the one, who will love you and your service/product, who would give lots of inspiration, he is the one who will not get enough attention from you because you will be busy to make the others happy.
OR do you do differently? Do you say NO? How often?
How often do you feel that you never meet the right people? If it happens too often, look into Targeting, double check who your customers are and whether you are happy with them. If not, focus on this area a little bit more.
Also, what if you say NO? What will happen? Would you feel better if you could say NO without guilt or pressure?
It can be a good idea to find someone who actually targets those people who find you and you do not want to work with them. When you sell high quality bespoke handmade products and someone finds you with a request for something inexpensive so you should reduce your price with 90% – what can you do? This person is not your client but you do not have to send him away forever! You never know when this person becomes a potential customer. So, make partnership with someone who is a handmade-product maker, who works with similar but much cheaper products than you do. And direct this person to this other maker. To your competitor. Yes. I have just written it down. Your competitor can actually help you to stay connected with those people who are not your customers right now. But they can turn out to be or they can have a friend who is your potential client. And they can also recommend you. If you are so helpful that they actually find the service or product that is right for them, they will keep you in mind. And they will come back when the time is right. So treasure them.
What is your customer service policy? Have you written down your thoughts about it yet?
If you want to learn more about your customers or targeting, let’s talk.
Asking for feedback is one of the most scariest thing. Seeing a customer satisfaction survey result can be the most humiliating experience ever. At least, many business owners think this way.
It does not necessarily have to be a bad thing.
First of all how do you know what you do the best? Client surveys, customer satisfaction questionnaires or feedback forms are not to list all the negative experience your client had with you. Feedback is not complain. Or it does not have to be.
If you ask for feedback every time you interact with a client, you can be entirely sure about your standards, your values and the quality of your service from your customers’ point of view. You will know who (they think) you are and what they need.
It can give you a distorted picture, though. You might make the mistake to satisfy all your clients and consider only what they need. But then what about you?
What about your expectations, your values, your standards and your motivation? You have started this business with an original idea of how to achieve success. You are doing this job because you chose it. How can you measure your success? Do you know how good you are? Do you know if you are up to the minimum expectations? Who will tell you?
So, what can you do now?
Write down your expectations. From yourself, from your work, from your environment. Reflect. You need reflection to be able to see yourself clearly. Double check it regularly. Then get the collected feedback from the same period and compare them. If you have never wanted to sell high quality video decoders, than a complain from the customer looking for it in your shop is irrelevant, isn’t it? But if your shop shelves are all labelled as out of stock, this feedback might be something to look into.
Your customer will tell you how good you are, just give them the opportunity to do so. Ask them!
But always, ALWAYS, have a list of expectations in front of you that you wrote yourself, so you can check where you are, who you are and what you offer – from your own point of view. This is the only way to measure YOUR OWN success and satisfaction.
Let’s talk if you need someone to hold the mirror.