Another important aspect of running a successful small business is great customer service. Why is customer support so important? Because your business' reputation is often reflected by it! If your business has good customer support that communicates with customers effectively, your business will become known for its exceptional customer service. Your ultimate goal is to bring customers back and receive new customers. If you follow some of these simple steps consistently, this will happen!
Listen!
Listen to your customers and give them your full attention. Let them talk and don't interrupt. The last thing your customer wants to discover is that you haven't been listening or paying attention to them. Respond accordingly and suggest an appropriate solution.
Be courteous.
A friendly and courteous attitude is very important. A genuine smile can go a long way too.
Go the extra mile.
Make the extra effort to satisfy your customers; they will notice. Tell them any additional information that could be of value to them. Give them your contact information and offer your help for anything else they may encounter.
Goodwill.
Do something extra. For example, you could give your customer a coupon for future purchases or include something free of charge. They will come back and refer your business to others.
Saturday, March 28, 2009
Friday, March 27, 2009
Tips on Writing an Effective Employee Review
Writing an employee review is often dreaded by business owners. Employee reviews can seem like they're meant to make employees demoralized or ashamed of their work in order to make them work harder, when really they're meant to give constructive criticism and compliment areas where there's been a job well done. The main goal of an employee review is to help us identify strengths and weaknesses in order to address education and training, so make sure it isn't a perceived as a negative process by the employee.
The review should focus on the employee's performance in their job. This means each employee's review will be different. An effective review is made up of three sections.
The first section should pertain to the employee's job performance in general. This includes absenteeism, tardiness, ability to work well with others, ability to take direction, and abiding by company policies. Keep the employee manual at hand when you're evaluating general performance so you have something to reference about company policies.
The second section should be composed of a list of responsibilities specific to that employee. You can also state the job description that they're held to. Summarize the employee's performance at each item on the list. Try to be positive and offer solutions. Don't focus on everything the employee did wrong. Offer ways the problem could have been avoided like more training or better education on the topic. Always reread what you have written. In order to be more objective, walk away from it for a few days and read it again. Do this to be sure you're not judging because of good or bad feelings.
The last section should identify areas needing improvement. Create a plan of action and a timeline of when goals should be achieved. When doing the review make sure you set aside enough time to discuss this section. You need to tell the employee what action you are going to take in order to assist with these goals; for example, provide the employee with further training.
The review should focus on the employee's performance in their job. This means each employee's review will be different. An effective review is made up of three sections.
The first section should pertain to the employee's job performance in general. This includes absenteeism, tardiness, ability to work well with others, ability to take direction, and abiding by company policies. Keep the employee manual at hand when you're evaluating general performance so you have something to reference about company policies.
The second section should be composed of a list of responsibilities specific to that employee. You can also state the job description that they're held to. Summarize the employee's performance at each item on the list. Try to be positive and offer solutions. Don't focus on everything the employee did wrong. Offer ways the problem could have been avoided like more training or better education on the topic. Always reread what you have written. In order to be more objective, walk away from it for a few days and read it again. Do this to be sure you're not judging because of good or bad feelings.
The last section should identify areas needing improvement. Create a plan of action and a timeline of when goals should be achieved. When doing the review make sure you set aside enough time to discuss this section. You need to tell the employee what action you are going to take in order to assist with these goals; for example, provide the employee with further training.
Effective Phone Communication within Your Business
Phone communication skills are very important in a business setting and it is even more important to come across clearly, politely, and effectively. The following information will be most helpful to a business's secretary or receptionist.
There are four things that you should be mindful of when answering the telephone.- Be Courteous
- Be Friendly and Helpful
- Listen
- Provide Information
Here are a few steps to follow the previous items.
- Identify yourself and listen without interrupting
- Stop talking if interrupted
- Speak clearly and with a smile
- Be enthusiastic and show an interest
- Be sincere in your attempts to help
- Deal with any problem diplomatically
- Do not hurry people
- Try putting yourself in the caller's place
- Be clear and accurate when giving information
- Avoid jargon
- Talk with confidence
- Get the facts and record the information
- Confirm that the caller understands the information that was given
There are also comments that give the wrong impression when answering the phone for other professionals. Here are a few examples:
- They are not in yet - "they're late"
- He's just popped out- "and does so all the time"
- They have left already- "they have slipped off early"
- They are tied up- "they are to busy to talk to you"
It is more professional to say that "He/She is not available at the moment, may I please get him/her to call you back?"
When taking a message make sure to collect all relevant information.
- Who the call is for
- date/time of the call
- Telephone number of the caller
- Name of the caller and the company
- Reason for the call
- A convenient time to return the call
- Your name
When ending a phone conversation always thank the caller and add a personal ending, such as 'Have a wonderful day.'
Boundless Communication With Skype Software
Our 21st century economy is no longer centralized or localized, but is now globalized. A key necessity of any small business owner is ease and functionality of open communication with clients and distributors. Thanks to modern technology and ingenuity, you as a small business owner can reach anyone on your call list anywhere in the world through a simple, free program called Skype. The software is free, however calls to certain landlines & mobile numbers do come with low fees.
Skype is software that allows you to make telephone calls over the internet. As a Skype user you will receive calls dialed by regular phone to your computer. One of the main benefits of the service is that you are able to communicate via video calls or video conferencing. All you need is a computer, a webcam & a microphone. Over video conferencing you can talk to customers or business partners on a more face to face basis, strengthening your current business relationship with the sense of trust of a face to a name. In addition, if you require an online meeting or conference call with multiple users, Skype is fully equipped to deal with adding up to at least 10 users (numbers varying depending on your computer's hardware).
Some benefits of the service:
Skype is software that allows you to make telephone calls over the internet. As a Skype user you will receive calls dialed by regular phone to your computer. One of the main benefits of the service is that you are able to communicate via video calls or video conferencing. All you need is a computer, a webcam & a microphone. Over video conferencing you can talk to customers or business partners on a more face to face basis, strengthening your current business relationship with the sense of trust of a face to a name. In addition, if you require an online meeting or conference call with multiple users, Skype is fully equipped to deal with adding up to at least 10 users (numbers varying depending on your computer's hardware).
Some benefits of the service:
Open Communication Between Client and Interior Designer
As an interior designer, having good communication skills is one of the most important assets you can possess. Even with design skills that are out of this world, not getting the client to open up and convey their ideas and desires to you makes for one unsuccessful transaction between professional and customer.
There are many areas where communication must take place between the interior designer and the client. The first area is the budget. The client has a predetermined amount of money they are willing to spend, and when he/she conveys these limitations to the designer, they must be able to complete the task within these guidelines. The designer communicates her understanding by following the client’s wishes.
The time constraint is another important area of understanding and communication. Should the client make clear to you the date they expect to have their private or commercial space finished, be it whatever reason they choose, the designer must make sure to have her tasks completed within that time frame.
With both duration and budget, it is best to openly communicate expectations among all parties involved. You will want to make sure that, say, the husband and wife are both on the same page when it comes to time and money.
Interpreting the client’s vision is by far the most important area of communication within the interior design field. It is your job to take the desires expressed to you and transform a room or place into the masterpiece that the client is expecting. There are certain things to consider, all which should be expressed by the client and/or suggested by the designer. Are there any existing pieces of artwork, knick-knacks, or furniture that should be incorporated into the design? What color palette are they most fond of? What type of traffic will be traveling through the area? Questions of this nature will get the communication flowing. Also to consider is how the client wishes for the communication between herself and the designer to work. Does the client wish to give free reign to the designer or want to be consulted about every aspect of the process? The number one way to create smooth flowing communication between the client and professional is with trust. It is a natural catalyst for open two-way expression.
There are many areas where communication must take place between the interior designer and the client. The first area is the budget. The client has a predetermined amount of money they are willing to spend, and when he/she conveys these limitations to the designer, they must be able to complete the task within these guidelines. The designer communicates her understanding by following the client’s wishes.
The time constraint is another important area of understanding and communication. Should the client make clear to you the date they expect to have their private or commercial space finished, be it whatever reason they choose, the designer must make sure to have her tasks completed within that time frame.
With both duration and budget, it is best to openly communicate expectations among all parties involved. You will want to make sure that, say, the husband and wife are both on the same page when it comes to time and money.
Interpreting the client’s vision is by far the most important area of communication within the interior design field. It is your job to take the desires expressed to you and transform a room or place into the masterpiece that the client is expecting. There are certain things to consider, all which should be expressed by the client and/or suggested by the designer. Are there any existing pieces of artwork, knick-knacks, or furniture that should be incorporated into the design? What color palette are they most fond of? What type of traffic will be traveling through the area? Questions of this nature will get the communication flowing. Also to consider is how the client wishes for the communication between herself and the designer to work. Does the client wish to give free reign to the designer or want to be consulted about every aspect of the process? The number one way to create smooth flowing communication between the client and professional is with trust. It is a natural catalyst for open two-way expression.
Friday, March 20, 2009
How to Communicate Effectively With Clients Who Are Unfamiliar With Your Industry
Client communication is one of the most important aspects of running a business. Often, clients are unfamiliar with the subject of what your business deals with. For example, web designers require very specific tech-savvy details that the ‘average Joe’ might not be familiar with. If you don’t understand exactly what your clients want, the outcome will likely not satisfy them. As a result, you will be required to go back and do more work later, costing you precious time and money. This can all be avoided by being able to communicate effectively.
What does the client know?
Gather information about the client’s knowledge of your business industry first. You are not trying to find out what they want yet; all you are trying to find out is if they have sufficient knowledge about your industry. You can obtain this information through a series of indirect questions. If you work in a graphing design business, you might ask your client “Have you ever used photo manipulation software like Adobe Photoshop before?” During this process, it is important you don’t underestimate your client’s knowledge as you don’t want to insult them. Continue to ask these indirect questions until you have a good gauge of their knowledge of the subject.
Simplicity is the key.
If you are trying to explain something, use as many straight-forward examples as needed. Don’t confuse your client with technical terms they may not be familiar with. Just keep it simple. The client only wants to know what you can do for them and what it will do for them. Explaining how you are going to do it is not that important. If the client looks confused, ask them if they would like you to explain further. Making sure they understand the situation is essential.
If you follow these steps, communicating effectively should not be a problem. It will save you time and money and maximize your business efficiency.
What does the client know?
Gather information about the client’s knowledge of your business industry first. You are not trying to find out what they want yet; all you are trying to find out is if they have sufficient knowledge about your industry. You can obtain this information through a series of indirect questions. If you work in a graphing design business, you might ask your client “Have you ever used photo manipulation software like Adobe Photoshop before?” During this process, it is important you don’t underestimate your client’s knowledge as you don’t want to insult them. Continue to ask these indirect questions until you have a good gauge of their knowledge of the subject.
Simplicity is the key.
If you are trying to explain something, use as many straight-forward examples as needed. Don’t confuse your client with technical terms they may not be familiar with. Just keep it simple. The client only wants to know what you can do for them and what it will do for them. Explaining how you are going to do it is not that important. If the client looks confused, ask them if they would like you to explain further. Making sure they understand the situation is essential.
If you follow these steps, communicating effectively should not be a problem. It will save you time and money and maximize your business efficiency.
Writing a Business Plan: 10 Steps to Small Business Success
When starting up a small business, it is important to create a business plan. Businesses with a plan in place generate about 50% more revenue than businesses without plans. Writing a business plan can be very overwhelming, and for this reason, you can find many online services that specialize in writing business plans for small businesses from less than $100 to more than $1000, depending on the quality. There are also free templates available online for those willing to take on the task solo.
In order to fund the conception of a small business, you need support from many different sources such as banks and investors. These funders will want to see exactly how you plan for your small business to be run and how their money will be put to use. With a business plan, you eliminate any confusion, and clearly communicate to them that all risks have been calculated, reducing the chance of failure.
Government money, bank loans and investors will all require a business plan. Here are ten easy steps for creating your own:
1. Create a Vision
Decide the type of business that you are going to create. What is the mission and purpose of your company? Once recorded, your mission and purpose will set the tone for all other business actions taken.
2. Create Goals and Objectives
Do not sell yourself short here! You can achieve anything you set your mind to. Set up a list of short, medium, and long term goals. Some questions to consider when creating goals and objectives: What is your business going to do to make it different from others in the same industry? How much revenue do you want the business to generate? Where do you want your business to be located? Remember to keep personal goals in mind when creating business goals because they will both affect each other.
3. Know Your Market; Know Your Customer
Who will you market to and what advertising methods will you use to reach those people? You would not advertise a line of children’s toys on the soap network. With some research, you can determine the right type of products for your customers, or the right customers to market to, based on the products/services. This will all be determined by your vision from Step 1.
4. Know the Audience of Your Business Plan
Here you must decide which type of funding is proper for your business and cater to the people you are requesting money from. There are pros and cons associated with each type of funding.
5. Create an Outline
Design an outline of your business plan, so that you know the research required to complete it. Your business plan should be anywhere from 10-30 pages long depending on Step 4.
6. Collect Data and Research
Show your audience of the business plan that you know what you are talking about. Published statistics from the industry you plan to enter are good and can be backed by interviews with industry experts.
7. Analyze
After you have collected all of your data and research, you will need to organize it into your business plan. Here you can rearrange and eliminate whatever you find necessary. Use this information to create a competitive profile that will result in the necessary company funding.
8. Summarize Your Business Plan
At the end of the business plan, you can sum up all points and arguments you have made. Here is where you would include the return on investment or loan payback requirements depending on who you are requesting funding from.
9. Edit, Edit, Edit!
Nothing looks worse than a sloppy business plan. This is your only chance to make a good impression. Once you have proofread your work, have others do the same thing. Remember, you are essentially asking for a lot of money, and a good business plan is the key!
10. Open your Doors
Congratulations! It is time for business to begin.
In order to fund the conception of a small business, you need support from many different sources such as banks and investors. These funders will want to see exactly how you plan for your small business to be run and how their money will be put to use. With a business plan, you eliminate any confusion, and clearly communicate to them that all risks have been calculated, reducing the chance of failure.
Government money, bank loans and investors will all require a business plan. Here are ten easy steps for creating your own:
1. Create a Vision
Decide the type of business that you are going to create. What is the mission and purpose of your company? Once recorded, your mission and purpose will set the tone for all other business actions taken.
2. Create Goals and Objectives
Do not sell yourself short here! You can achieve anything you set your mind to. Set up a list of short, medium, and long term goals. Some questions to consider when creating goals and objectives: What is your business going to do to make it different from others in the same industry? How much revenue do you want the business to generate? Where do you want your business to be located? Remember to keep personal goals in mind when creating business goals because they will both affect each other.
3. Know Your Market; Know Your Customer
Who will you market to and what advertising methods will you use to reach those people? You would not advertise a line of children’s toys on the soap network. With some research, you can determine the right type of products for your customers, or the right customers to market to, based on the products/services. This will all be determined by your vision from Step 1.
4. Know the Audience of Your Business Plan
Here you must decide which type of funding is proper for your business and cater to the people you are requesting money from. There are pros and cons associated with each type of funding.
5. Create an Outline
Design an outline of your business plan, so that you know the research required to complete it. Your business plan should be anywhere from 10-30 pages long depending on Step 4.
6. Collect Data and Research
Show your audience of the business plan that you know what you are talking about. Published statistics from the industry you plan to enter are good and can be backed by interviews with industry experts.
7. Analyze
After you have collected all of your data and research, you will need to organize it into your business plan. Here you can rearrange and eliminate whatever you find necessary. Use this information to create a competitive profile that will result in the necessary company funding.
8. Summarize Your Business Plan
At the end of the business plan, you can sum up all points and arguments you have made. Here is where you would include the return on investment or loan payback requirements depending on who you are requesting funding from.
9. Edit, Edit, Edit!
Nothing looks worse than a sloppy business plan. This is your only chance to make a good impression. Once you have proofread your work, have others do the same thing. Remember, you are essentially asking for a lot of money, and a good business plan is the key!
10. Open your Doors
Congratulations! It is time for business to begin.
Writing A Press Release
Many small business owners do not realize the power of a good press release to market their business. A press release is simply a written statement distributed to the media. A good press release will attract attention to your business and website, leading to more customers. There are three small steps in writing a press release before properly distributing it to the media.
- Answer the 5W's
A press release should answer who, what, when, where, and why.
- Strong Headline
In order to grasp your reader's attention, there should be a strong headline. It should provide the reader with a clear topic of the press release. There should also be keywords to grab the attention of your reader. Headline are usually in bold and are written in present -tense, excluding words "a" and "the".
- Determine your Goal
The main goal when writing a press release is not to sell your services or products, but to answer the question of " What is in it for me?" If you are able to explain this to your reader, then they will listen to what you have to say.
Buying Into Small Business: The Sales Agreement
So, you've made it through some of the economic rough patches and are about to dive into ownership of your new small business. Before you get there you're going to need a solid, tidy sales agreement.
The Sales Agreement is one of the fundamental legal documents in purchasing your small business. Your first step should be developing a written copy of the sales agreement that you and the seller have agreed on. Once the written draft has been double checked and all the loose ends are tied away you need to have your lawyer review the agreement and draft a new version. If you take on the challenge of drafting the sales agreement on your side of the deal you're more than likely going to end up getting most of what you want, rather than submitting to all what the seller wants.
In your sales agreement you need to define everything that you intend on purchasing including assets, customer lists, intellectual property, etc. Important clauses to include in the agreement are:
The Sales Agreement is one of the fundamental legal documents in purchasing your small business. Your first step should be developing a written copy of the sales agreement that you and the seller have agreed on. Once the written draft has been double checked and all the loose ends are tied away you need to have your lawyer review the agreement and draft a new version. If you take on the challenge of drafting the sales agreement on your side of the deal you're more than likely going to end up getting most of what you want, rather than submitting to all what the seller wants.
In your sales agreement you need to define everything that you intend on purchasing including assets, customer lists, intellectual property, etc. Important clauses to include in the agreement are:
- Names of the Buyer, Seller, & Business
- Background information (about you, the seller, & any businesses you each currently operate)
- A list of the assets being sold (to you)
- Purchase price & Allocations for the individual assets
- Covenant not to Compete - the seller agrees not to compete directly or indirectly with you in an operation of a similar business located close by
- Adjustments - take into account the costs of rent, lease agreements, employee wages, maintenance contracts
- Terms of Payment
- A list of all inventory included in the sale
- Representation and warranties to the buyer and/or seller
- Access to Information - Cover your right to obtain access to any information about the business & its records
- Contingencies - this is your safety net that allows you to decline the sale if things don't work out in your favor (i.e. - If you were buying a bar, you might include that the sale is contingent only if the state transfers the liquor license in your name.)
- Seller as a Consultant - you may want to keep the seller around for a short time to advise you and ease any stress in your transition into the business
- Fees - any broker or miscellaneous fees involved in the sale
- Closing Date - list all the documents & other actions to take place at the closing date
Writing a Letter of Termination
Small business owners are facing tough times these days because of the bad economy in America. In times like these, business owners can't afford to waste money in any way. Because of this sad fact, knowing how to write letters of termination is becoming a necessity. Although its probably not something business owners want to do, it may be necessary to the survival of a small business.
Before writing the letter, you should talk to the employee and try to work out any problems you may be having. Should this not work, ask the employee to resign. This will benefit them because they won't have a termination of their record. If this doesn't work, writing a letter of termination may be the next and final step.
Begin the letter by giving a summary of the employee's history at your company. State the behavior that has led to this decision and why the employee is being dismissed. Everything must be truthful. If the employee decides to challenge your decision, false statements could work against you. If you leave out any of your reasons for termination in the letter, be sure to keep a record of them on file. Tell the employee your company's privacy policy on termination. Assure them that the only information that will be released to prospective employers is job title, date of employment, and salary, should this be your policy. Be sure to show concern for the employee's future and well-being, avoiding any kind of hostile tone.
Before writing the letter, you should talk to the employee and try to work out any problems you may be having. Should this not work, ask the employee to resign. This will benefit them because they won't have a termination of their record. If this doesn't work, writing a letter of termination may be the next and final step.
Begin the letter by giving a summary of the employee's history at your company. State the behavior that has led to this decision and why the employee is being dismissed. Everything must be truthful. If the employee decides to challenge your decision, false statements could work against you. If you leave out any of your reasons for termination in the letter, be sure to keep a record of them on file. Tell the employee your company's privacy policy on termination. Assure them that the only information that will be released to prospective employers is job title, date of employment, and salary, should this be your policy. Be sure to show concern for the employee's future and well-being, avoiding any kind of hostile tone.
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