Service & Marketing

by Stuart Ayling from Marketing Nous Consider this real-life example: A dog day-care business offers a special half-price offer for the first day trip. Clients love the service… and so do the dogs! Unfortunately the business owners have trouble convincing these first-time clients to re-book (and pay double the rate ...

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To have a great business, you need to establish a customer loyalty ladder. The ultimate aim then is to develop evangelists for your business, but where do you start? In the first instance, a viewer is someone in the market place who could buy from you but is currently not ...

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It’s true what they say – you never get a second chance to make a good first impression. Most people make up their minds within seconds of meeting someone whether they like them. How are you going to give customers a positive message about your business? Small business operators need ...

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One of the biggest things that turns off prospective clients is when someone is talking way above their heads. It’s insulting, it’s confusing, and it shows the client that the business person doesn’t care about them or their feelings. I know that accountants are often guilty of this when we ...

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Okay, it’s question time: Do your customers say “WOW“? Do they recommend your business to their friends and associates? Do you acknowledge long-term clients for their continuous support of your business? Do you send letters to new customers thanking them for their patronage? Do you encourage customers to give you ...

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To make impressive profits you should add value to the basic product or service.  Customers receiving no-frills service expect to pay bargain-basement prices You should be continually thinking of ways and means of adding value to whatever you are producing in your business.   You are there to solve a customers problem ...

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One of the very important “customer knowledge” tools for you to use is Customer Tracking Forms.  These forms are available from Yellow Pages or you can design your own.  List the various marketing and advertising activities in which you are involved as well as word of mouth referrals and anything ...

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Almost every company, whether they’re big or small, has a customer service department – or at the very least an owner who wears the customer service hat on a daily basis. A small business can actually become big based on their customer service. Before you overlook the idea, let’s take a ...

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Complaining customers are a scary proposition for many professionals, but the complaint situation represents an opportunity – not necessarily a problem. COMPLAINTS + RESOLUTION = CUSTOMER SATISFACTION If you deal with a person’s concerns respectfully and helpfully, your effort and consideration will almost always be appreciated, and former “complainers” will ...

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Word Of Mouth (WOM) marketing is a marketing technique that many business people know about but are unsure how to utilise. Simply put, WOM marketing involves one of your existing clients giving your business a referral. It’s valuable to your business because it’s cheap (or free in most cases!) and ...

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A trades business can develop considerable rapport with their customer base by establishing a schedule of programmed services to be carried out, especially at households. This is done by preparing a list of normal work that (say) a plumber has to do around a residence on a six monthly or annual ...

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