Doing Business in an e-Business World I suppose being a company that specializes in Websites and Internet marketing that it comes as no surprise that we have clients based all over the world– some we’ve never actually met. While we realize many clients prefer their service providers to be local, it’s become quite evident lately that long-distance clients will happily retain our services even without the benefit of a face-to-face meeting. It’s the ultimate compliment to us when we are awarded a project based solely on email and telephone communications. In this short article I thought I’d share with you some of the things we do to ensure our clients have the comfort level they need to work with us, whether they are based in Los Angeles or Louisiana. These aren’t “rocket scientist” tips, just things that have served us well. I hope they help you, too: 1. A physical address. It’s simple, I know, but you’d be surprised how many e-Businesses fail to provide their address on their Website. It’s a major red-flag for me if the only way to reach someone is through a PO Box. Don’t hide from your customers. 2. A phone number. Again, a no-brainer. But the secret behind this tip is this: someone actually answers the phone! I can’t tell you how many people call us and say “wow – you actually answered the phone…I’ve called 5 Web design firms today and the phone is either disconnected or it just rings and rings…” 3. A quality message/answering service. If someone calls your office and you’re on the phone, do they get a busy signal? Shame on you. Will that person call back later? Probably not. Invest in a quality messaging center. They are inexpensive (approx. $8/month) and your caller will never get a busy signal. 4. A professional and consistent greeting. Whether your caller is greeted personally by your or your message center, be sure the greeting is appropriate for your callers and don’t forget to include important information like your Website address so they know how to find out more about you while waiting for a return call. 5. Home office dead give-aways. If you work out of your home, be sure there are no dogs or children in your office while talking with your client on the phone. Sounds of dogs barking and babies crying are not only distracting for you and your client, its just unprofessional in most circumstances. In most instances, no one really needs to know whether you work out of your home or Trump Tower. 6. Return phone calls promptly. If you tell someone you’ll call them back within 1 hour, do it! If you must, have your phone calls redirected to your cell phone if you’re out of the office. I hear it often “Wow…thanks for calling back so promptly!” It’s as if people are used to being ignored! 7. Keeping your word. If you tell someone you’ll have a report to them by 10AM (their time!) tomorrow, it should be there by 10:00AM or earlier. When you consistently demonstrate your commitment to keeping your word, your will establish a huge trust factor with your clients that will take you further than ever anticipated. 8. Referrals and testimonials. Give referrals without being asked for them (be sure the person you are giving as a referral is aware though – it’s common courtesy). We ask every single client we work with for a testimonial (and no, we don’t write these ourselves but we do make it easy for them) and they provide them without hesitation. Why wouldn’t they? We’ve served them well. 9. Consistency. This is something you prove over time, but just be aware every time your client requests something from you and you deliver it without delay or mistakes, you are increasing your value and ultimately creating a very loyal client. Loyalty is hard to come by in these competitive days. 10. Personality. Be true to yourself and true to your clients. It may sound trite, but it’s so much easier being genuine and letting clients get to know YOU. Even the most successful salesperson won’t be able to sell ice to an Eskimo if that sage Eskimo thinks he’s being taken for a fool. Obviously I didn’t cover core issues like having a fantastic product or service to offer your clients. I’m assuming you already have that! I’ll end this article on this note. I know it’s corny as all get-out, but when I call a certain vendor, a real live person answer the phone and says “how may I provide you with excellent service”. That’s my ultimate goal. To provide you, my clients, with excellent service – no matter where you’re located. a3access/web-design-hosting/professional-website-designs
Posted on: Tue, 23 Jul 2013 18:35:39 +0000
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