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10 Tips For Growing Your Business
By Mark Wardell
1. Over deliver, but don't over promise. - Most companies do
just the opposite. They want that sale so they promise their
customers the moon but then they fall just a little short. They
might have provided exceptional customer service, but excellent
service looses its luster if it falls short of the promise. In
fact, it's worse than not promising at all. The bottom line is
that you must organize your business so that you always exceed,
but absolutely never fall short of a promise to a customer. 2.
Use your customer's name when ever possible. - Your customer's
favorite word (everyone's favorite word) is their name. Use it,
use it often, and when you write it, make sure that you spell it
correctly. It's also important to use a level of formality that
will make your customers the most comfortable, so you'll need to
decide whether to use their full names, their surnames or their
first names. 3. Give your staff both the responsibility and
the authority to solve customer complaints. - Customers like to
deal with decision makers, so make everyone on your staff a
decision maker. A quick and satisfying resolution to a problem
can help to solidify your customer's loyalty. You're much more
likely to lose customers if they have to wait, or if they get
shuffled from department to department. 4. Keep your business
spotless. - Unless you own a farm, dirt and clutter give an
unprofessional impression whereas a clean business sends a
message of professionalism to everyone, including your staff. If
you can do this with a business that is typically dirty, like a
garage for example, you'll absolutely dazzle your customers.
Just imagine the reactions of customers as they peer through the
window of an impeccably clean, neat and organized workshop. 5.
Incorporate a dress code. - Some people have difficulty with
this one because they want their people to have the freedom to
express their individuality, but a dress code can mean anything
from completely matching outfits all the way to a minimum
standard of dress (i.e. clean clothes in good repair with no
written messages). Just as cleanliness does, a dress code sends
a message of professionalism to everyone who comes in contact
with your business. It lets them know there is a plan here...
that some thought has gone into the development of this
business, and most importantly, that it is not exactly the same
as every other business of its type. 6. Regularly reward your
employees for excellence in customer service. - This will show
them that you're not just paying "lip service" to customer
service. This doesn't always have to mean money, it might be as
simple as a thank you and tickets to a show, but what ever you
do, always do it in front of their peers. Not only will it make
them feel good to be appreciated in front of their peers, but it
will send a message to your entire staff that around here,
customer service really is important. 7. Ask for 3 referrals
from each of your clients. - Referrals are always your best
source of new clients. Asking for a specific number adds to the
professionalism surrounding your request. Don't worry about
offending them, you won't. Just be polite, be direct, and be
professional. You'll be surprised at how much your customers
will appreciate the opportunity to help you out.
8. Smile when you answer the telephone. - It'll come through in
your voice. A great example is The Ritz-Carlton Hotel Company
which requires that its employees answer the telephone within
three rings and with a smile. All too often, business phones are
answered by busy employees or even busy owners who give the
customer the impression that they're an interruption to their
busy day. No business can afford to send those kinds of messages
for long, no matter how successful they are. Eventually it'll
catch up to them, because of course, customers are not an
interruption to their day, customers are the reason they're in
business. 9. Raise your prices. - How many customers will you
loose if you raise your prices? An accountant friend of mine
recently gave this a try. He is now enjoying a larger income and
a better clientele. The clients he did loose had been the
cheapest and the most demanding of the bunch. So ask yourself
this question, "how many customers will I loose if I raise my
prices?" The answer may surprise you.
10. Set corporate goals. Celebrate with your staff when you
reach them. Give them the credit. - Great leaders set goals,
liberally pass out the credit for their successes and take the
blame for their failures. I'm not saying that you never let your
employees know when they are producing substandard work.
Everyone's got to be working on the same page, but if things
don't work out in the end, take responsibility, and if they do
work out, share the victory. Your staff will work all the harder
because of it.
About the author:
About the author:
Mark Wardell is President and Founder of Wardell Professional
Development, a business consulting firm, focused on the unique
needs of small/mid sized growth companies.
mailto:info@wardell.biz http://www.wardell.biz