Dealing with customers | Staff training | Time management |
Business Cards
- Your business cards must fit with the image of your business. If you are providing a quality service, embossed writing on a thicker card can add to that image.
- Have your business card also as a post-it note. That way you can use it to make notes for customers or stick onto envelopes.
- Put a photo, a catch phrase or slogan on it so that people will remember you.
- Have your card folded to make an unusual design for added interest.
- Take plenty of business cards when you are going to a meeting. When you give them to someone, write the date of the meeting and something that will remind them of you.
Dealing with Customers
- When a customer is very angry, you smartest move is to keep your mind open and your mouth shut. The longer the customer talks, more they let off steam, the faster the anger will subside. When you do reply be sympathetic, calm and helpful. If you cannot solve the problem immediately, assure the customer that you will; address the problem swiftly and with care. Keep the customer informed of what you are doing. If you solve this angry customer’s problem, they are more likely to remain loyal to you.
- Each month, discuss with your staff ways to deal with difficult customers or ways to build better business relationships. Consider the benefit to your business of that customer being loyal to you over their lifetime.
- How often do you thank your customers for their business? Customers want to be appreciated. You can say “Thank you” in many simple ways, such as sending them a card or invitation to a BBQ. Ask your customers for their opinions about improving your business.
- Each month, ask your staff for ideas and ways to make it easier for customers to deal with your business.
Staff Training
- Reward your staff for being creative, for learning new skills, for finding better ways to do their work. The reward can be simple such as recognition in front of their peers, movie tickets.
- If you are having particular problems, let your staff know. You’ll be surprised at their suggestions. For example, the staff of a business, that was having cash flow problems, offered to take a cut in pay for 2 months.
- Make sure that staff are dressed appropriately if clients visit or they visit staff. Appropriate means that the clothing fits with OH&S regulations and the image of the business.
- Train staff to focus on rewarding your customers. Customers should find dealing with your business an enjoyable experience. Make helping the customer the top priority in everyone’s job.
Time Management
- Always ask, “Why to we need this meeting?” “What needs discussing that cannot be decided by an individual?” “Who needs to attend?” “How little time will it take?” “When and where is most appropriate?” Before the meeting, distribute agenda early enough for people to think about the topic and their input. Start and finish on time. During the meeting only allow emergency interruptions.
- Don’t waste time and energy chasing everything labelled urgent.
Prioritise your time and focus on those items that are critical to the success of the business that can’t be done by someone else. Practice delegation as much as possible.
(adapted from Edward Sheldrick TMI, 2006)