Small Business Revitalization Blog

For most of us, dealing with unhappy customers is something we'd rather avoid.  Until the advent of social media, the ramifications of NOT 'doing the right thing' were relatively manageable. Not anymore!  In just ten days, Canadian band Sons of Maxwell have had more than 3 million people view their YouTube video "United Breaks Guitars" and 15000 people comment!!! And that's not counting the media coverage the song is getting... CNN, Fox News and more... 

What a customer service and public relations fiasco for United!  And what a great marketing opportunity for Sons of Maxwell!  After 50,000 YouTube views, United Airlines finally got the picture and started talking to the guy with the broken guitar.  Here's a few business lessons that any business owner can take away from United's very expensive mistake...

1. If a customer with a complaint has to talk to more than 2 people to resolve their issue, think about the wages you are paying out whilst they struggle to get a resolution.  Wouldn't you rather create goodwill with that money?  I'm pretty sure that United spent more on wages than the guitar repairs would have cost them...

2. Are your customer service systems designed to make your customers love your business or hate it?  Organise to have your business mystery shopped by 'customers' with complaints - you'll soon find the twitchy bits!  Solve problems before they become a problem - it's often cheaper!

3. Never underestimate the power of an unhappy customer... whether they can sing, gossip, pull strings, share on social media or are just very determined to get 'justice' whatever it takes, you cannot predict what an unhappy customer will do.  What can your staff do to ensure every situation is turned around in a way that is satisfactory for the customer?

Now, of course there are some people that will complain about anything, just to see what they can get.  I am certainly not suggesting that you give money back willy nilly without the situation being genuine and justifiable.  Design an effective customer service strategy which can:

• Ascertain the real facts surrounding the situation.
• Provide a timely and simple response from the customer perspective.
• Minimise damage to your business - word of mouth is both the best publicity and the worst... which one is up to you!!

On my desk is a small flyer from a local cleaning company.  I receive a promotional flyer in my letterbox every few weeks from the same company.  My prediction is that this business will never be particularly successful for one small but significant reason… the owner of the company leaves all responsibility for service delivery to the contract cleaning staff. Not only that, the owner does not respond in a meaningful way to customer complaints!  

How do I know this?  Until this week I was a regular client… at least I was trying to be… there seemed to be a small problem for the contractor in turning up at the prearranged time every fortnight.  It was a small problem for the contractor, unfortunately it was a big problem for me if they didn’t arrive – I see clients in my home and I don’t have time to clean if the cleaner doesn’t turn up! After the third ‘no show’ in less than 4 months, I found a new cleaner!!

Why couldn’t the business owner solve this problem?  It’s probably because of the way that business is (mis)managed…  Here’s three ways any service business owner can exceed client expectations and win a customer for life…

1.    Take responsibility for delivering what you promised… no matter what!  If you are unresponsive to a customer, then expect to lose that customer sooner rather than later… Take the time to understand WHY this customer needs your services so much – it will enable you to be creative and responsive in meeting and exceeding their expectations.

2.    Ask for feedback regularly and take genuine action to resolve any twitchy issues.  I had already raised the service issue with the cleaning company however it was clear they were not interested in resolving my problem effectively. A professional, responsive approach could have turned me into a long term (ie very profitable…) client instead of a lost client!  Knowing the ‘make or break’ issues from the clients perspective will ensure decisions go your way…

3.    Listen closely to the client requirements, ask lots of questions and then plan to exceed their expectations in one small area.  For example, I’d asked the cleaner to let me know when cleaning products were almost empty so that I could ensure a ready supply… instead of forgetting to tell me at all, she could have recommended an eco-friendly brand that works really well… sharing your ‘insider’ industry knowledge should never be underestimated as a way of building a relationship!!

Lastly, don't push your ideas of what constitutes  'exceeding expectations' onto your clients...I don't require a sexy cleaner... just one that turns up regularly and on time...  (of course there may be some clients who require an attractive cleaner... what would it take to make them happy too??)

What do you think?  Have you experienced service that has exceeded your expectations lately?  Tell us about what was so amazing (or so underwhelming!!)...

Often I meet business owners who are stressed, stretched or otherwise finding very little joy and ease in their business.  One of the most common causes is they are trying to be everything to everyone!  

Have you ever found yourself spending lots of time doing things you hate and aren’t even that good at?  Have you ever asked yourself why you are doing those miserable things rather than the things that you love and find easy?

When I talk to business owners they can almost always quickly identify the actions which are joyful and easy, and those which are hard.  So why do so many people make themselves suffer?  If you have staff, you have a simple solution… delegate!!  If you have no staff you also have a simple solution… outsource!

Many business people think they can’t afford to do this.  So why are you doing a $20 an hour job when you could add hundreds if not thousands to your bottom line by spending your time on what you are good at and what you enjoy?  

It is often the things we find easy that are our gifts… is it time to recognize your gifts and share them with the world?  Most of us forget that not everyone can do what we do with ease!!

My business coaching clients receive super valuable service from me because I focus on what I’m good at – communicating, generating ideas and creating connections…  If I was spending my time on bookkeeping and administration then not only would I be miserable, but my clients would not get to experience the amazing value that I can contribute to their businesses.  Also, my own business would be growing much more slowly because I’d be caught up in tasks that don’t add value…

What one task can you delegate or outsource today that will enable you to give more value to your clients AND give you more joy in your business?

If you're not sure about the best way to add value to your business and make yourself happier at the same time, schedule a free 30 minute introductory business coaching session with Lisa Murray... it will change your life and increase your profits!

Wherever I go lately, people are complaining about the service – mostly the lack of it!!  Business owners commonly give lip service to 'good service' or say that service is their point of differentiation, but all the evidence points in the opposite direction! 

What's sad about this is that service is one of the fastest and cheapest ways to differentiate your business from your competitors. AND service has a huge impact on your bottom line... (whether you offer WOW factor or no service at all!!!) 

So why does something so simple happen so rarely?  Here's my thoughts...

1. Service levels are so poor that any type of service is perceived as 'good service'... the bar is pretty low!
2. Creating consistently good service takes time, training and a talent for spotting service opportunities - tokenism is much faster and easier!
3. Service that is remarkable and memorable requires strategy - most business owners don't consider their service strategy is important.

How are you going to create raving fans for your business?  What would it take for your staff to astound your customers every time (in a good way!!!)?  Where are the gaps in your industry that could set your service head and shoulders above your competitors?

It doesn't have to be complicated or expensive! 
For example, I provide clients with 3 – 10 page toolboxes which describe in detail HOW to implement the strategies we have talked about in our business coaching sessions.  I receive constant feedback about how valuable these toolboxes are.  And that's because I have a clear service strategy built into these toolboxes.  They go way beyond the step-by-step instructions you would expect and actually teach business owners how to add massive value to their business in areas they often haven't thought of!

Differentiate your business now!
It's time to get your team or mastermind group together for a quick brainstorm...  If you were a customer in your industry, what valuable service additions or changes would make you return to the same supplier over and over and over? Where have you experienced amazing service lately?  How can you apply the same principles to your business? 

You're looking for things that make you go WOW.... instead of things that make you go hmmmmm!!  Talk is cheap, unless your clients are talking about how amazing you are... everywhere they go!  It's one way of making price (almost) irrelevant!

Need ideas? 
Affordable mastermind group coaching for business owners is available now.  Contact Lisa Murray to find out how you can attend your first session for free...  Curious about the REVIVE Business Coaching Toolkits? Get your own now for FREE - just opt-in for our free reports in the box on the right at the top of this page...

Every business owner knows how important it is to have a point of difference, but few businesses take this seriously and effectively establish a truly unique position in the minds and hearts of their customers.  And of those that do, few ever leverage those factors that make the business special and desirable to anywhere near the profit potential of the initial idea.  In my business coaching sessions, I often work with clients on these two issues, as they offer some of the best insurance around for creating a successful growing business which is hard for competitors to copy.

The trend for TRANSPARENCY is just one approach you can consider…
There are many industries where customers are highly aware of the risks of being ‘ripped off’ or taken for a ride. If your business is in one of these industries, you have a golden opportunity to deliver way more than your customer expects.

Find ways to make your business dealings transparent to the customer. The more honesty and integrity you can demonstrate, the more trust you can build and the more referrals you can receive and the more you will be able to charge. This works especially well in highly competitive industries or industries where the client requires a high level of trust in you to commence the relationship eg financial services or construction.

What would it take for your potential customers to trust you? What could a transparent business model look like in your industry?

Need some support in discovering your goldmine?  Contact Lisa Murray to arrange your free business coaching session. (No obligation, 30 minute introductory session for new clients only)

Got a comment?  Share your thoughts below...

This morning I woke up with a severe case of Mondayitis… and I can’t even blame the boss – I am the boss!!  Now this isn’t happening because I don’t have enough to do… or because I’m too tired… or because I’m bored… or because I haven’t had a break from work lately (my weekend was really fun and no I did not think about working for a minute!)

It’s just one of those moments when I’d just like to do nothing, because that’s what I feel like… Now doing nothing could be a perfect choice here… if I hadn’t felt like this on Friday too…and Thursday… and…! The problem now is that this little ‘slowdown’ is starting to look like a habit!  

I figure I’m not Robinson Crusoe in feeling like this, so here’s three ways I move myself out of the ‘I don’t feel like working’ zone:

1.    Start an interesting juicy project 
Motivation is always higher when you are working on something that feels rewarding.  I keep a list of projects that require creativity and focus and when I’m ‘stuck’ I start one of these projects.  The enthusiasm behind the initial idea often kickstarts me and then I’m off and running.  Once I’m into a productive mode I can easily give my attention to the work that needs doing that isn’t so interesting!

2.    Stimulate your senses
Stimulating your senses can provide much needed impetus. Sometimes I use upbeat music, sometimes I meditate and sometimes I listen to spoken CD’s such as ‘Joy of Business’ or ‘Ask and it is Given’ which remind me of my targets and help me cut through the clutter of too much thinking!  Getting outside and breathing deeply or exercising lightly is always good too.  It’s amazing how easily a good blast of oxygen will get me moving again!

3.    Procrastinate productively
Ok, I’ll admit it, even though I didn’t feel tired, what I really, really wanted to do was have a catnap in the sun…  so after wasting a few hours denying myself the pleasure, eventually I let myself go and snooze for a couple of hours… and guess what?  I really feel like working again now!  Sometimes what looks like procrastination or avoidance is the outlet for what our heart is really desiring… if you listen to you, you’ll find the solution that will allow you to get back into the productive zone!!

Make yourself a list of ways to get 'unstuck' - when the moment hits, you'll be glad you know what to do!  Would you like to share your getting unstuck ideas?  Comments welcome here...

		Have you ever noticed how many people talk about business as being hard work, boring or too difficult?  Have you ever wondered what else was possible?  Most people think business must be done in a ‘traditional’ way, where it is all very heavy and responsible.  What if you could function from a space where your business was joyful, creative and amazing – everyday?

When I started my businesses I only had two criteria:  that I could make insane amounts of money and that I could have a really good time doing things I love…  Yes, it is possible, and here is one of my favourite ideas for creating a phenomenal business that works for you.

Have you decided that you are the business?  When a small business first starts, it is common to see the business owner being everything to everybody and suffering under the strain and stress!  Often this is a result of being under-capitalized or thinking that you ‘should’ be in control of everything.  So, what if you were willing to allow support to arrive from anywhere?  What if you choose to focus on your strengths?  Would you be a lot more productive?

Is it time for you to get creative in the ways that you attract support for your business.  Consider:  delegating, outsourcing, contra arrangements, networking, mastermind groups, coaches, mentors and most of all generating opportunities by being willing to ask “What else is possible?”…  

Rewarding synergies are created when we are willing to ask for help.  Even the Lone Ranger had Tonto!  What would it take to make your business phenomenally joyful?

Many of the businesses struggling in the current economic environment are actually facing the same core issue:  their business model only works in a growth economy - that means it is looking a little beaten and broken right now.  An effective business model will work for your business in fair weather or foul... so what are the key issues you need to consider in developing a really profitable business model?

In essence your business model must be strategically designed so that your business can deliver you with lots of cash – regularly and easily!  As a business coach, I often observe that this part of the business is the most poorly defined for start-up businesses.  

If you don’t know who is going to give you money, for what, why they’ll hand over cash and how that will happen systematically, you don’t have a business, you have an interesting product or service idea, at best!  To build a sustainable business you must develop your ideas into a profitable business model!!!  

If your business model is based on one-off transactions you need to consider alternative models as the model most likely lacks sustainability.  To start with, you need to be able to offer a solution to the following:

• What do you offer and why would people choose your products/services over anyone else’s?
• What are your supply sources and how do they enable you to maximize your profit margins?
• Where will you find a ‘hungry market’ and how easily can they find you and buy from you?

Once you can answer these three questions you need to put your ideas into practice and work on fine-tuning your model so that it works everytime.  If the basic model is strong, then when the economy changes, in most cases, you will only need to tweak your tactics, rather than reinvent your business from scratch.

The businesses which will grow the most strongly in the next boom will be the ones which have created the strongest business model during the recession! 

What is required for your business to be financially successful?

For many small or micro businesses, it is tempting just to get a bit of marketing going and forget about some of the more tedious basics.
I know it sounds boring, but a little bit of attention to some legal basics at the beginning can sure save you a lot of hassles and stress later on…Here's my top 3 essentials!

1. Make your business work for you financially. Get a good accountant and ensure that you set up a business structure that works for you on multiple levels (taxation included!).
2. Register your business name, ensure your business name and logo are protected by trademarks (national or international) and register any domain names that relate to your business.  You want to own the visual and naming space that your business occupies.  Don’t run the risk of someone liking your name and ‘borrowing’ it for their own purposes!
3. Acquire the necessary business insurances e.g. public liability, professional indemnity etc.  Every industry is different in its requirements, so obtain the appropriate advice.

You don't have to make it difficult...use the government resources available in your state to get started!

Oooh yes, we're talking about the ‘S’ word today!  How many business people cringe when they think about selling?  What if you generated your business in really creative, fun ways?  What if you were so enthusiastic about your products and services that it just felt really great to sell them?  

What if sales were a game where your only target was to have fun with your clients and share with them how joyful business can be?  Would your business look and feel completely different to just about every other business out there?  Would that energy be enticing and engaging for the potential clients that you meet?
Here's three out of the box sales strategies to consider:

Your business wants to be a huge success!  Are you willing for people to give you money and opportunities and for this to be effortless for you?  Or does it have to be hard work and struggle street?  What if you were willing to ask your business everyday:  “What can I do today that will expand this business the most?”  And then to go with the flow of whatever feels good… I have had phenomenal opportunities arrive on my doorstep using this approach!

What if lead generation was easy and you never had to cold call again?  I have over 100 other lead generation tactics that I teach my business coaching clients so that they don’t have to do lead generation the hard way!  What if you could use your strengths to generate leads for your business?  Wouldn’t that be a whole lot more fun for everyone?  Find lead generation tactics that work for you!

Desperation stinks!  If a salesperson is desperate for a sale you can smell it miles away… (of course, if you’re buying, that’s definitely the time to negotiate hard!!)  Whether you have 5 cents or $500,000 in your bank account, you need to be able to sell from a space of ease and joy, rather than having a vested interest in the outcome.  What if there were zillions of opportunities available?  Have a close look at how Richard Branson does business.  He actually doesn’t care about the outcome – his joy is in playing with the businesses and discovering what’s possible!

Go have some fun with your clients today!  What else can you add to their business or life?