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Show Customers How Secure Doing Business with You Truly is

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Stress free zone totally relaxed without any work pressure succeIf you had to worry about one thing driving some of your customers away, what would it be?

In some instances, things are pretty much out of your full control.

When the economy is struggling, consumers tend to pull back on buying items, sticking to mainly those things they truly need. As a result, business owners can see their financial revenue streams start to dry up to a degree.

There are a number of ways that your business can be prepared for such issues, though there are certainly not guarantees that they will always work.

So, will you be ready the next time things appear to be heading south?

Keep Customer Satisfaction at High Levels

First and foremost, you need to make sure that customer satisfaction levels never dip dramatically.

One danger to steer clear of as a business owner is being complacent.

Yes, you may have great products and/or services, not to mention a great rapport between your employees (including you) and your customers.

That said don’t take those customers (current and potential ones) for granted. If you do that, you open the door to possible heartbreak.

So, what are some levels of customer satisfaction that should always remain high?

One of the most important is making sure customers feel secure doing business with you.

In a day and age where identity theft is a constant fear, many customers worry about how much time and money you invest into keeping their data and any transactions they make with you fully secure.

When it comes to secure credit card processing, it is important that customers feel safe and sound doing business with you.

Each and every credit card transaction with your business needs to be one where no glitches (notably identity theft) can rear their ugly heads.

If you’ve been having some doubts about your payment processing provider up to this point, look around to see if there are better options out there for you. Remember, keeping your customers happy and secure should always be a top priority.

Making Sales on the Go

Speaking of that happiness, more and more consumers are looking to make purchases when on the go. As a result, having ability to make mobile sales is also an important feature your business should certainly consider offering if not already.

For example, when is the last time you flew on an airliner?

If it was in recent times (even the last few years); you will notice that airlines no longer accept cash for alcoholic drinks or when purchasing snacks at 30,000 feet etc. It is easier for the airlines to conduct all their sales through credit cards, meaning flight attendants do not have to carry change on them when serving customers. A simple swipe of a credit card through a mobile app reader and the sale is complete.

For your business, make sure you can and do accept credit cards anywhere at any time, with an emphasis again on secure and safe transactions.

Finally, always be quick to respond to customers in the event their personal financial information is in fact compromised.

Yes, you may lose some customers over this for the long haul, but many others are more apt to stay with you if they see you have taken a pro-active and swift response to the problem.

This means identifying the problem as quickly as possible, finding a solution so that customers do not feel a major financial impact, and working to make sure (as best you can) that it does not happen again.

When working with a credit card provider, be sure to discuss with them the importance of coming up with safe and expedient purchases for customers.

Today’s world is predicated on the ability of businesses to serve their customers in a fast, courteous, and safe manner. When one or more of those traits are missing, the customer might ultimately be the one who ends up missing down the road.

Don’t be that business owner who doesn’t understand how important those three characteristics of a successful business truly are.

Be the business owner who is secure enough in what he or she is doing.

Photo credit: BigStockPhoto.com

About the Author: Dave Thomas covers business topics on the web.

Avoid Falling Behind on Collecting Customer Payments

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Credit Check 1There are various things that can send a business into a financial frenzy.

One of the more frustrating avenues for businesses to travel down is when customers do not pay their invoices on time.

For some customers, it is a simple slip of the mind, something that can be corrected in a short period of time.

On the other side of the coin, some customers will purposely delay paying bills, be it because of financial issues of their own or they simply do not want to pay for the products or services they purchased.

So, what is a business to do when a customer is late with a payment?

Get the Money You Deserve

For your business to stay on top of meeting its financial needs, there are a number of actions you must make sure stay regular and relevant.

These include:

  • Timely invoices – Are you getting your invoices out to customers on time? If not, why is that? Falling behind on invoicing customers presents several problems, most notably the fact that you are not going to get paid on time. When that happens, it sets your finances up for potential peril. If you don’t have someone in your office dedicated to accounting, invoicing etc. change that moving forward. Some companies will outsource their invoicing needs, thereby leaving them with one less major task to have to perform in-house. While all customers not paying in-person for their products and/or services are expected to meet the payment deadlines, you can’t expect them to do so if your invoicing techniques are less than stellar. Finally, make sure the due day, any late fees that will accrue etc. are clearly spelled out each and every time you invoice a customer;
  • Seeking help – If you’re finding too many customers are not getting their payments to you on time, you shouldn’t wait for the ship (your business) to start taking on water. There are options out there for you, including receivable factoring companies. For those who do not know, such companies will in essence give you the cash (in advance) you need (the money that the customer was supposed to pay you) up front, in turn “buying” the unpaid invoice. The receivable factoring company then pursues your original customer in order to get them to pay up. In order to find the best factoring company, look to not only word-of-mouth referrals, but also the Internet (see more below);
  • Surf the Internet – One of the best ways to locate a receivable factoring company to assist you in receiving the money owed you, the Internet. Any company that is of any stature in today’s business world has a website. With that website, companies can provide a laundry list of their services, how they stand apart from others in their line of work, and much more. Visit a number of receivable factoring company websites to see which one or ones might best suit your business needs. You can also look to their social media initiatives on sites such as Facebook, Twitter, LinkedIn, Google+ and others. Some in this line of work will even offer videos on sites like YouTube, explaining and demonstrating what they do to assist businesses like yours;
  • Reviewing your invoicing process –Finally, when was the last time you reviewed how you go about invoicing customers? If it has been a while now, and if your invoicing operations are cause for concern, step back and review the process. It could be something simple that needs fixing; then again, it could prove to be a major change in the way you go about things. Either way, this part of your business is too important to take for granted. When your customers do not pay their bills on time, you are the one who suffers. Yes, it could end up hurting them over time, especially if they end up being reported to a collection agency, but a fair number of customers probably don’t sweat such details.

So that your company doesn’t develop a sizable financial debt now or in the future, make sure you avoid falling behind on collecting customer payments.

Photo credit: BigStockPhoto.com

About the Author: Dave Thomas covers business topics on the web.

Is Your Data Resonating with Customers?

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Data Analysis Indicates Fact Facts And AnalyseWhen you’re running a business in today’s fast-paced world, how you use and store company and customer data goes far in determining just how successful your brand will be.

Not only do you need data that is up to date and valuable to both your company and your customers, but it also needs to be protected from the ever-growing number of hackers. With more of these criminals seemingly on the attack these days, companies can never be too careful and shielding themselves and customers from potential breaches.

With that in mind, look at the data you currently store and determine several factors in order to stand out from the competition.

When you have a business data center that provides you with current customer information in an easy-to-access setting, you are equal to or even one step ahead of the competition.

Data Delivers Details

To begin with, make sure everyone associated with your business truly understands why your customer data is so critical to the company’s success.

Remind employees that customer data gives your business:

  • A better idea of who the customer is;
  • What their income level is;
  • A glimpse into the products or services they may be interested in purchasing from you;
  • What their shopping history is.

With that information in front of you and your team, your company can then proceed with the necessary marketing campaigns to increase sales.

Start by identifying who the customer truly is.

Are they male or female? Are they in their childhood or teen years, 20’s, 30’s, 40’s, 50’s, 60’s or even older? Are they still living at home or are they out on their own? Are they typically purchasing goods and services just for themselves or others?

Customer Incomes Prove Informative

The next area of interest is their projected income level.

Are your customers poor, middle class or doing very well for themselves? Do they have minimal money to spend or can they shop regularly without too many financial restrictions?

For the former group, use the data you have on them and provide them with savings opportunities. Such possibilities include things like rewards cards, coupons, special deals at different times of the years (holidays etc.). While you may think that selling to such consumers at lower prices is not cost-productive to you, these individuals are more likely to keep coming back to you for business, ultimately leading to more sales.

Whether you offer a single product or service or myriad of options, knowing what many of your customers are oftentimes looking for allows you to keep such items well stocked.

For example, if you run a seasonal business, you have to be sure you make up for the slower times of the year.

Trying to sell pool equipment in the wintertime in Buffalo can be quite the challenge. That said it certainly does not mean you have to shut your business down for months at a time until the weather improves.

Survey your customers on what pool or outdoor related items and services they are most interested in. Outdoor pools in colder regions of the country need to be covered in the wintertime, plus you may also have some customers who are fortunate to have indoor pools. Lastly, some or many of your same pool customers could have Jacuzzi’s, something that can be used year-round.

The best way to get such details is by regularly talking to your customers (in-person, over the phone, emails, surveys) etc. and using such data to increase your selling opportunities.

You can also offer them special wintertime deals for the coming pool season, deals that will get them in a buying mood during the slower months.

Know the History

Finally, knowing and understanding customer histories when it comes to browsing and ultimately purchasing is truly valuable.

Face it; many consumers do in fact change their buying habits over time. As a result, you need to be able to adapt to such changes.

While the data you have on customers from the last year or so is certainly valuable, it can’t with 100 percent accuracy pinpoint when and how much of an item or service customers will demand tomorrow, next month, or even next year.

Use the accumulated data as a window in a customer’s buying habits, but always plan on updating it accordingly.

Given the fact that there appears to be no end in sight to the mounds of data out there on consumer buying habits, the key is to make sure you compile it, use it to your advantage, and ultimately make it resonate with customers looking to your brand as the first choice.

Photo credit: BigStockPhoto.com

About the Author: Dave Thomas covers business and technology topics on the web.

 

 

Don’t Keep Customers Waiting

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Different people sitting in a waiting room of a hospitalWhere does customer service rank on your company’s list of important daily tasks that should never be overlooked?

While you would like to think that it is always a priority for most businesses, the truth is that is not always the case.

For whatever the reason, some companies simply drop the ball when it comes to providing consumers with solid customer service. As a result, some of those companies end up losing business, business that could have easily remained with them had they just been a little bit better about taking care of Mr. or Mrs. Public.

With that in mind, there are a number of steps you can take as a business owner to increase the chances of keeping customers happy, not to mention helping to promote your brand through their word-of-mouth efforts.

Solid Customer Service Equals Better Revenue

In order to keep your company’s customer service a step or two ahead of what the competition has to offer, make sure you:

  • Go that extra mile – Consumers expect satisfactory customer service, but what if you take it to another level? It is oftentimes the little things that set your brand apart from others, so go that extra mile for the customer. For example, maybe a customer purchased a product or service from you recently over the holidays. As an added incentive to keep them shopping with you, offer them a discount (maybe 10 to 20 percent off) on their next purchase with you. Given that many consumers probably had to watch their pennies over the holiday shopping season, a nice little reward for those who shopped with you last month could go far in making them come back to you this year and beyond;
  • On-time service matters – How many times have you gone in for a doctor’s appointment and waited and then waited some more? Yes, a doctor’s office is typically going to be busy, but that does not remove the frustration you have with being kept waiting for your appointment. The same holds true for businesses who have timed appointments with customers and also when customers are in line waiting to make a purchase. Whether you run a business office, a store, or even a salon, don’t keep your customers waiting. If you have a salon appointment book, try and stick to the times posted on it as much as possible. It just takes one unhappy customer to get the chatter going about how you can’t stay on top of times. When that happens, others (even if they’ve never been to your place of business) may think twice about doing business with you;
  • Avoid negative tones – Last but certainly not least; go out of your way to avoid customer service conflicts. Honestly, there will be times when you or one of your employees doesn’t meet a customer’s needs. When that happens, do everything possible to make amends, giving you a better chance of retaining that individual’s business. This is also true if you’re getting online feedback from customers. By all means, do not get into a tit-for-tat with customers on your social media pages. No matter how much you try, you will never win those battles. Worse yet, online comments are archived for all to see.

Providing consumers with solid customer service isn’t as tricky as it may seem.

Be responsive, reliable, and of course responsible when treating each of your customers.

Photo credit: BigStockPhoto.com

About the Author: Dave Thomas covers business topics on the web.

Why Should Customers Come To You?

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Business Woman (Focus On Eye)When running a company, it doesn’t matter if you’re the big boy on the block or the mom and pop shop just trying to carve out a living. At the end of the day, customer service is what it all boils down to.

While some business owners have trouble relating to their customers, many more know that their customers matter more than anything else. Simply put; strong customer service goes a long way towards retaining current clients and bringing aboard new ones.

As the calendar soon turns to 2016, what are you doing to make sure your customers get nothing short of the best service in the New Year.

Review Customer Approach

In order to give your current customers (and hopefully many more new ones in 2016) the best service possible, review these following tidbits to see if you can properly check them off in your to-do list:

  • Customer is always right – Sure, we’ve all heard this adage time and time again whether we’ve run our own businesses or worked for those who have or currently do. Sure, some customers can be a pain in the old butt at times, but stop and wonder where you would be without them. Even though this does not mean you should let a customer yell at you and/or one of your employees, treat you like second-class citizens or spread malicious lies about your brand, you should give customers the benefit of the doubt in the beginning, especially if there is a contentious issue being discussed. Make sure you keep a level head and do not go out of your way to antagonize customers;
  • Keep the deals coming – Whether you sell and/or offer insurance, home furnishings, accounting and other financial services, Direct TV or countless other products and services, treat your customers right from day one until their last day with you. Sure, you can’t give items and services away all the time, but keep the deals coming whenever possible. When customers see that they’re getting specials from your business, they are more apt to stay with you. This is especially important if there is an issue. A customer who likes the deals you offer is more likely to stick with you even when a problem arises, knowing that more discounts are likely coming their way down the road;
  • Employees need to buy into plan – When you have employees under your guise, it is important that they are on the team too. It just takes one bad customer experience with an employee to create problems. Your workers should always give the customer the benefit of the doubt, be it a price issue, a matter involving service, etc. Again, that does not mean customers are allowed to rip one of your employees over the phone, in-person or via email, but make sure your employees are not short with customers, allowing them to speak their mind;
  • Don’t Be a Stranger – Finally, don’t be a stranger to your customers. Sure, you should not be bothering them with endless sales pitches, but you also do not want to seem like you do not care. The occasional follow-up on their thoughts on the service you provided them, whether or not they’re happy with the product/s you sold them etc. is important. It also doesn’t hurt around this time of year to send out a little holiday cheer via an email, text, letter etc. to let them know how important they are to you.

With the New Year only days away, take stock in how you treat customers now and moving forward.

Photo credit: BigStockPhoto.com

About the Author: Dave Thomas covers business topics on the web.

 

Should You Be Dialed-in to After Call Surveys?

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Customer Services RepresentativeIf you have ever been asked to provide your opinion or give feedback after you complete a call, you have just been involved in an after-call survey.

You may wonder if these surveys provide any value to the business, especially if you were one who elected not to participate.

Do they have any value in today’s business world? If so, what do you need to know to make them effective?

Know What You Want to Learn

There should be a reason for everything you do in business, and after-call surveys are no exception.

You should know what information you want to find out, how you will learn this information and what you will do with it. If you do not have answers to all of these questions, you don’t need to take a survey.

Creating a goal doesn’t need to be complicated. In fact, for these surveys, you should keep it simple.

Learn which call agents receive the best marks in customer satisfaction. Find out what percentage of customers have their problems answered when they call.

Keep your goals to one or two points to ensure that you get the information you are looking for.

Know What to Ask

Even if you know what you want to find out in these surveys, you won’t get the information if you don’t ask the right questions.

Make sure the questions are straightforward with enough options for the customer to answer accurately, but don’t overwhelm the person.

You cannot get feedback for complicated issues in this manner; keep your expectations simple and your questions easy to answer. You will use these surveys to gauge perception about general topics.

This may include finding out if the customer had a long wait time, if his or her questions were answered and if he or she was treated courteously.

Know How You Will Use the Data

Customers don’t mind filling out surveys or answering questions if they know their answers make a difference. They want to see that you make changes in your business based on the information they provide.

You should know before starting a survey what actions you will take with the results.

Obviously, if everything comes back positive, you won’t need to make changes. If you have less than desirable results, you should have a plan of what you will change.

As the article, “After Call Surveys: Are They Really Effective?” mentions, you should have a plan to follow up on any negative feedback.

You may even want to implement a mailed survey or contact specific customers if the reaction is strong enough.

The goal of any survey should be to make your business stronger, better and to improve customer satisfaction. When you accumulate information directly from the customer, this is your best weapon to improving your services or product.

Take your survey results seriously and they will be a valuable tool to help ensure that you retain customer loyalty so that your business thrives.

Photo credit: BigStockPhoto.com

About the Author: Joyce Morse is an author who writes on a variety of topics, including customer service and technology.