Customer Service
Gearing Up for Christmas
Yes – it’s beginning to look a lot like Christmas is coming. On a personal note, Christmas evokes many different reactions – some may BaHumbug – others excited – some thankful – others full of hope.
But what does Christmas and the follow-up to Christmas mean to your business. Many don’t think about it until Christmas is here. So the Albany Creek Business Contacts members took the opportunity this morning to discuss the different impacts the Christmas period has on their varied businesses and how, now (two months out) they are gearing up.
For our two retail members, Andrew Gallagher (Lollyworld) and Kathy Patterson (Brendale Stationery Supplies), the Christmas is one of their busiest periods. Not only for Andrew will the sale and distribution of Christmas stock keep him busy, but for him (and general retail industry), this time of year is when they are forecasting and purchasing stock for Easter and other new year occasions. For Kathy it is school booklists which come thick and fast once a year which need to be sorted by the time children go back to school next year. In addition to these events, for both, day to day services also need to be met. So when asked what gearing up for Christmas means to them, the agreed response was “preparation, planning, scheduling and careful cashflow management”.
Rob Carmody (Australian Integrated Communications) and DeWet van der Nest (Express Air Con Cleaning) also have busy times at Christmas. For DeWet, it is summer and air-conditioning usage is coming to its peak. For Rob, clients have the capacity and decide to deal with their telecommunications and want it done by Christmas. For both, gearing up for Christmas means “forward planning, pro-active contact with clients to try and spread the work required over a longer period, managing client/customer disappointment and expectations to deliver in the timeframe and cashflow management”.
For Brad Davies (Conquest Pest & Termite Control) Christmas is shutdown-time for his business. Gearing up for this break means “communication with customers so they know it is coming and ensuring on-call staff to service emergency circumstances”.
For Dan Milgate (Fit4Life Personal Training) and others in the group it is generally, business as usual, so Christmas is not really a period of major impact.
Finally, for Scott Deaves (David Deane Real Estate) and us here at Balanix Solutions, it is the period before Christmas which is busy, so Christmas is a time we can take to touchbase more with clients and nurture relationships, as well as reflect on our business and gear up for the new year.
What do you do for your business to gear up for Christmas?
Albany Creek Business Contacts consists of local quality and reliable businesses who provide a wide range of services from home and residential services to B2B and commercial services. Our service areas cover primarily Albany Creek, Eatons Hill, Brendale, Aspley, Warner, Chermside, Strathpine, North Lakes. However many members will cover greater areas.
Albany Creek Business Contacts meet fortnightly on a Wednesday morning for a 7am breakfast and networking meeting.
Balanix Solutions – Accountant, Business Advisor, Bookkeeping.
Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.
Call us today … we can help (07 3264 4783)
Leads to Customers – Part 1
Sally Balwin
Recruitment | HR | Business Development
One of the Holy Grail questions business owners want to know the answer to is “how do I turn an inquiry/cold lead into a customer?” For example, if a business has the email facility on its website and receives a limited enquiry or you are at a business lunch at a table of strangers, how do you approach such situations to generate customers?
This question was posed at the Albany Creek Business Contacts meeting this morning, with members intently listening and contributing (yes … they too want to know answers).
Unfortunately, there is no Holy Grail answer, however, most involved in the conversation agreed that the best approach regardless of the circumstances is to try and create a relationship.
In the example of an email inquiry, it was suggested that a business owner needs to take an approach of answering the inquiry however, moving the enquirer to further contact (ie, give a little information and ask for a bit more). Scott Deaves, David Deane Real Estate added that if possible add a bit extra information to the initial response to try to create a conversation. He went on to add, “if possible, try to get a phone number rather than continue in writing which enables better ways to communicate with the prospective”.
Dan Milgate, Fit4Life Personal Training concurred with Scott and added, “invite the enquirer to meet and discuss further as, if the nature of your business enables, tell the prospect that by meeting you can get a better handle on their needs to customise and personalise the product/service to them”.
The business needs to demonstrate its interest in the inquiry by responding as soon as possible but no later than 24 hours from receipt of the inquiry.
Discussion flowed to the question of the business function scenario. Kirsty Newbery, Caring Cottage was quickest out of the gate to suggest “that you ask about others [at the table] – what their business is and about – and listen to what they say.” Build rapore and find the hooks relevant to your business and then ask more questions to highlight and discuss further these points giving an opportunity to either demonstrate your expertise in relation to the matters and/or open a direct dialogue in relation to your business and how you can help.
Rob Carmody, Australian Integrated Communications indicated that his business in many instances is built on cold calling/leads and his approach is about asking questions about the person and/or their business – get an understanding about them – their goals, directions and needs. This is the beginning of building the relationship.
Damian Jenkins, Australian Unity, North Lakes contributed by suggesting “even when you meet someone for the first time take the long term approach of developing into a relationship”. In other words, approach this meeting as the beginning of many conversations with a view to developing a relationship which may result in a customer and/or a good referrer of customers.
It was agreed to be honest and upfront and not providing “spin” to win the customer for them to then find it was all baloney.
Another clear message from the group is – Don’t go straight in for the hard sell – you will lose them right away.
As evidenced by the diversity of businesses that have contributed to this discussion, the skill is to learn how to create conversation to build relationships in all mediums a prospect may use to communicate with you.
So, why is this Part 1 in relation to Leads to Customers? Well it became apparent that there is another conversation in relation to this – that is – if you are a colleague/networking or referral colleague, how do you turn an inquiry/cold lead into a hot referral for another business.
Tune in on 14 May 2014 when this question will be discussed by the group and answers revealed.
See How Easily You Can Manage Client Expectations
Sally Balwin
Recruitment | HR | Business Development
In a recent blog we discussed the very sensitive issue of “is it OK to fire a client/customer”. One of the issues highlighted in the case study, was managing client expectations. As business owners, many are prepared to go the extra mile for clients/customers, sometimes at significant cost to the business for little or no return.
Andrew Gallagher, Lollyworld surveyed his online customers asking about their expectations in relation to service delivery. Over 95% surveyed replied they had an expectation of 24/7 service. Kudos to Andrew for asking the question because now he is armed with information to assist him to set terms of service delivery and educate customers in order to manage their expectations.
It was agreed between my colleagues at today’s Albany Creek Business Contacts networking meeting that it is important to set boundaries in relation to client/customer service and to communicate them to your clients/customers. It was raised that in doing this, a business needs to have some flexibility and to make a strategic assessment of client expectations. A good example provided referred to a florist who was approached to provide for a wedding on a Sunday (the business does not usually operate on a Sunday). After assessing the customer and their needs the florist chose to provide to the customer as it was a significant job and it had the potential to lead to three plus more customers. In this instance it was worth service delivery outside of the normal terms.
Mike McFillin, Australian Training School, quite wisely cautioned in relation to creating false expectations, for example, if your trading hours are 8.30am-5pm, and you start answering the phone at 8.15am because you are in the office, and then 8.00am and/or then 7.45am, clients will ring at these times because they know you are there and will answer.
Nathan Dobbins, Core Computers also suggested that business owners should not breech home – that is, if a client/customer indicates they can’t get to the business premises in opening hours don’t let them come to your home after hours. It is suggested that either you stay back at the business premises as a one off (and communicate to the client/customer that it is a one off) or suggest that you will drop it off at the client/customer premises again as a one off. By enabling home to come into the business could open the flood gates to clients/customers blurring the lines between business and private time both from the physical premises point of view as well as operational time of the business (for example, if they can pick things up from your home after hours then it must also be OK to phone you at 9pm).
Business owners need to educate themselves and their people on their systems and processes first, to ensure they don’t create their own false expectations. If the business is very clear on this then communicating to clients/customers can be quite simple. This can be done through a number of ways including (to name a few):
- client/customer charters,
- welcome letters,
- at first meetings with new clients,
- quotes that set out timeframes and processes (not too little and not too much),
- formal terms of trade,
- signage on shop front,
- website (eg, trading hours),
- social media,
and so the list goes on.
The moral to the story is to not create client expectations that are not reasonable nor sustainable. Once your processes and systems are developed and you and your people know how things work, how long it takes for things to work and the performance measures for outputs, this can be appropriately communicated to clients/customers to minimise any false expectations.
Balanix Solutions – Accountant, Business Advisor, Bookkeeping.
Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.
Call us today … we can help (07 3264 4783)
Is It OK to Fire a Client/Customer?
Sally Balwin
Recruitment | HR | Business Development
Our Albany Creek Business Contacts (ACBC) member is in a pickle processing the loss of their very first client. After agonizing over what more they could have done, sharing their story raised the questions – is it OK to fire a client and, if so, how do you do it in the most positive light?
Their story goes – the nature of the business is not 9 to 5 nor is it walk-in customer service. Our member is a specialist in their industry and, although operating out of commercial premises, promotes that some of their services is by appointment only. The existing promotion has worked well to date – however, enter client who wants things done differently. This client has an expectation of service delivery when they want and, in some instances, upon very short demand. After detailed explanation that this cannot be accommodated and offered alternate solutions, the client walked with parting words of not feeling valued and not getting what they wanted. Like most business owners, the raft of guilt, emotion and questions flowed – did I not handle this correctly – should I have done what they wanted regardless – could I have done more – do I need to change the way I do things – and so it goes on.
If you are a business owner reading this, by this stage I have no doubt you are empathizing with this situation, no doubt from personal experience. Here is what the ACBC members had to share with our colleague.
Kudos goes first of all to Damian Jenkins, Australian Unity, North Lakes who gave us our first collective agreement – “The first client lost is always the hardest – so now that is behind you” he said. Damien continued to share his insight by suggesting that they ensure their business operations model is well defined and well communicated.
Small businesses tend to be more personable and relationship based but as Andrew Gallagher, Lollyworld reminded us “we don’t gel with everyone and sometimes there will be a client/customer relationship that just doesn’t work”.
The group agreed that there are common signs that a relationship maybe heading south, such as –
- clients/customers demanding over servicing – almost taking advantage,
- slow payment of bills requiring lots of chasing,
- querying and questioning everything and
- master/servant demeanor, to name a few.
It was agreed that business owners need to identify good ideal clients/customers and determine what, if anything, extra would be provided to each class of client. Nathan Dobbins, Core Computers also suggested some businesses could develop a Client/Customer Charter which sets out what the expectations and responsibilities are of both the business and the client/customer and to communicate this extensively so there are no misunderstandings or unrealistic expectations.
OK, by this stage everyone has agreed that not all clients/customers are good client/customers and that it is OK to part ways … which then raises the question, how to do it in the most positive way.
Sometimes you have to have some very difficult conversations with very nice people. You can explain that what the client/customer is after you can’t deliver but explain what you can do for them and note that you understand if this doesn’t work for them. If you can, assist or refer them to someone who could better service them which makes the client/customer feel like you are still valuing and helping them. If you decide that you will accommodate difficult clients you may need to review your pricing structure and charge a premium to them for the additional servicing.
Sandra Gilliman, Streten Masons Lawyers summed it up nicely, “If you have done, within reason, what you can, let the client/customer go and trust that your reputation will stand on its own.”
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Balanix Solutions – Accountant, Business Advisor, Bookkeeping.
Situated in Strathpine on Brisbane North, we partner with our clients to assist them in their accounting, business management and bookkeeping needs. Our clients vary in industries from professional services (such as law, vet and dentist) to the trades (mechanic, bricklaying, plasterer etc), hospitality and retail. Are clients are located in the Pine Rivers area (including Brendale, Lawnton, Albany Creek and Eatons Hill) through to Kallangur, Petrie, North Lakes and Caboolture, as well as Brisbane South, the Gold Coast and various other parts of Queensland.
Call us today … we can help (07 3264 4783)
It’s Not Just About Dollars & Cents
Sally Balwin
Recruitment | HR | Business Development
How do you measure success? Is someone successful because of the amount of money they have … their contribution to society … their strength of character … their heroic selfless act … or what?
Is a business successful because of how much money it makes … the way it treats its customers … the way it treats its employees … its contribution to the environment … its contribution to its corporate social responsibility … and so on?
A good example of the perception of success is the big 4 banks. With profits, on average, posted upwards of $4Billion each year, you could say the banks are successful. The shareholders certainly think they are and are happy as are those employees/stakeholders who gain benefit directly linked to the bottom line. But, as we are constantly hearing, customers are continuously unhappy and frustrated with services, costs and general treatment. So, in customers’ eyes – are the banks successful?
The point I am getting to is that it is important to make money in business, however, equally important to the dollars and cents, is to set and measure other goals which directly and/or indirectly lead to success.
To illustrate this point, here are some examples:
| Goal | Measure | Action to Support Goal
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| Stable Workforce | Less than 1 % annual turnover rate | Hold Exit interviews to find out why staff are leaving
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| Increase quality of service | Customer satisfaction 97% or higher | Conduct customer satisfaction surveys.
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| Increase Brand awareness | 5% increase in traffic to website | Ensure Google Analytics is set up.
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| Improve booking rates from enquiries. | Secure 5 bookings from every 25 enquiries | Train receptionist in phone sales. |
Each of these goals contribute to the bottom line. However, the measures and actions are not viewed from a monetary perspective. Remember, customers do not all rate your product or service simply on price; they can look at a lot of other things as well. Focusing on different forms of success in a business and working on them, ultimately will contribute to overall success – and isn’t this what all business owners are trying to achieve?
Call one of our professional people today to help you on your road to success (07 3264 4783)
