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January 27, 2012 By 10 Comments

Communicate the Write Way: 7 Tips for Written Communication

In the fast-moving environment we live in today, those who jump to the top have fantastic communication skills, and that means better business writing than the competitors. You’ve heard the cliché, “the pen is mightier than the sword.” Well, in business, you’d better be able to flourish a pen or else you may just fall on your sword.

In the Information Age in which we reside, it’s an inescapable conclusion that your capacity to communicate is one of the most critical talents you can master. In business, you’ve got to communicate with clients, employees, providers, attorneys, consultants, maybe even legislators. In many cases you can express yourself verbally and do ok; yet, you are dead in the water in business if you can’t communicate in writing.

So why is business writing so necessary? Come on, you didn’t know? As an expert, you need to have the ability to prepare impressive pitches to management and clients, provide meeting agendas to associates, and update others as to the current developments of your business. You may be responsible for writing ad copy, guides, or legal records. These are the obvious ones, but just remember that there are people you need to correspond with, share plans with, and persuade who just aren’t in the same place at the same time as you are. Your aim is to offer your valuable pearls of knowledge to be read at any time convenient to your audience.

There are a number of crucial times in the course of small business where it’s utterly essential to write rather than speak. I’ll give a strong, but certainly not complete, list right here:

1. Visible Impact. Do you agree that the fact that you learn more if you not only hear but view information? Just think of any speech you’ve ever listened to about setting goals and the vital importance of documenting your goals. Sales trainer extraordinaire Zig Ziglar, in his book Secrets of Closing the Sale, highlights the importance of using your writing pad when persuading prospects of the value of your goods and services. Why? Seeing it in writing makes something more believable: increasing recall. In addition to sales, the written message is suitable for work instructions, company goals and mission, and updates about your industry. If you want something to really register with your listener, you need to write it down.

2. Keep Records. You can’t have a spoken employee handbook; it just won’t suffice. The spoken message gets manipulated and twisted throughout the chain of command. If you’re accountable for policies or methods at a firm that definitely must be followed word for word, you need to put them on paper and publish them for the suitable parties. Just imagine telling your OSHA (Occupational Safety and Health Administration) inspector that, “we’re very careful, we just don’t keep any records.”

3. Grievances. Have you ever been ripped off by a provider? If you want to get it settled, I suggest doing it in writing. You’re trying to persuade someone to your point of view, and your written grievance will have legs. For starters, you now have a documentation of communication. More importantly, it’s very possible that the person you initially complain to won’t be the person that resolves the problem, meaning that your complaint must be transferred. If you give your complaint over the phone, it goes up the pecking order verbally. Remember in elementary school when the teacher whispered “The Easter Bunny will be here on Wednesday” to the kid in the first seat, who in turn spread it around the room by telling his pal behind him. By the time the last little girl recited the original message back to the group, it came out “Godzilla can beat King Kong in a fight because he breathes fire.” Write your complaints down to avoid the confusion.

4. Kudos. People love to get compliments on a job done well. Supervisors today are learning that a crucial part of an incentive program is to make these thank yous available to the top staff members. Funny thing is, when the praise is received in private over a cup of coffee, it’s nice. When it’s posted in black and white on the office newsletter, it’s like giving the employee an unexpected bonus. Just think of the amount of work and loyalty that the fortunate employee will show now. Thank people in writing and publicly to get considerable results.

5. Complex Ideas are expressed. If your company has achieved ISO 9000 Certification or is going through that process now, you can relate to why the ISO auditors call for written documentation. You must illustrate processes for corrective action, for instance, telling people exactly what to do when things go wrong. ISO is concerned with detail or repeatability, and putting something complicated in writing leads to consistency during implementation. Whenever you have to illustrate or report complicated ideas at your firm, put it on paper. And keep in mind; steer clear of esotericisms and lingo.

6. Protect Yourself. We all know this, don’t we? It’s become the number one use of email on the company intranet. If you’re involved in questionable problems at the office, or if your activities for whatever reason are under the company eye, you definitely must document your positions for posterity and future defense. You can use paper or electronic messages, but always cover your assets.

7. Agendas. If you’ve ever been to a meeting that was an ordeal because nobody knew the goals or what they were supposed to do, raise your hand. Alright, put it back down. You know firsthand the importance of a written schedule for a meeting. It focuses people on a common goal, assigns duties, and helps the meeting leader keep time control. Never, never have a meeting without first creating a written schedule and sharing it in advance with the meeting attendees.

I’m sure in your particular business that you can think of other circumstances. The point is that for the reasons given here and many others, it’s really essential that you clearly express your ideas in writing. It will help your bottom line by saving numerous man-hours normally lost in confusion, you will increase efficiency by getting people on the same page immediately, and you can prevent the frustrations that come with communication failures on the job.

So go ahead– do yourself a favor — and write it down.

File under: Business, Communication
August 26, 2011 By

Build Your Business Reputation and Brand with the Right Communication Tools

As a business owner, you invest a lot of time building your business reputation and brand by communicating with current and potential customers. With the advancements taking place in the communication field, keeping up with the latest technology can be exhausting and overwhelming so putting off an upgrade is common but unnecessary. Fortunately, upgrading your business phone systems does not have to be overly expensive or complicated. You just need to know your options and how to choose the right communication tools for your business.

Phone Systems Compared

There are really only four different types of phone systems to choose from, so all you have to do is become familiar with some of the beneficial features of each, and then evaluate the needs of your business. Once you find a good match, you will find that your business will run smoother and your employees will be happier.

1. Key-less Systems

If your company has less than 10 employees, this is probably the phone system for you for a few reasons. First, a central control system does not need to be installed into your office. Second, the system is not wired into your office, so if you might move locations you can move the phone system right along with you. The system is low cost; however this system can only support 2-4 lines and cannot grow along with your business.

2. Key Systems

This system has the ability to be upgraded with different features as your business needs change. It is great for a company with as many as 40 employees and is supported by a central key system unit. This system is a good “in-between” system in terms of features. It has the ability to be upgraded to a few key features while still remaining pretty basic.

3. Private Branch Exchange (PBX) Systems

This is the system for larger businesses of 40 or more employees. The best thing about this system is that it works well with other devices that may already be in place. In other words, it is fairly easy to connect this system to another, pre-existing system. PBX is also great because it offers advanced features that may be necessary to your company; however this is the most expensive system.

4. Voice Over Internet Protocol Systems (VoIP)

VoIP systems work well for any size company. This system allows employees to make calls using an internet connection as opposed to a phone line. These devices are becoming extremely popular now that Internet usage has become so widespread, and is quickly becoming the main way to call customers and clients. This is system is very inexpensive, and works great for a company who does a lot of business long-distance.

Once your upgraded system is in place, you’ll likely find that your customers appreciate the new options. This, in turn, will translate into an in increase in your business reputation and brand recognition. Since upgrading is a win-win proposition, go ahead and make the communication updates that will benefit your business.

File under: Business, Communication
July 29, 2011 By

10 Ways to Avoid Bad Customer Service

 
Make a Good First Impression

A customer’s first contact with your company must be a positive experience, regardless of whether that contact occurs via the telephone, the internet, or in person. If clients generally call your company, make sure your receptionist interacts well with strangers and is knowledgeable about the business. And, whenever possible, avoid automated telephone recordings with confusing menus. If clients are likely to first encounter you via the internet, make sure your website is attractive, easy to navigate and, by all means, accurate. If you meet customers face-to-face, make sure they’re greeted with a smile and an immediate offer to provide assistance.

Shoot Straight

Although it may be uncomfortable delivering bad news, most clients appreciate getting honest, complete information upfront, free of sugar-coating or promises on which you can’t deliver. Misleading your customers or leaving them in the dark about important things will make you appear deceptive and untrustworthy.

R-E-S-P-E-C-T

Failure to show your clients the utmost level of respect could be detrimental to your professional relationship. For example, cancelling meetings at the last minute or appearing distracted when you talk to them could give the impression that you’re too busy and don’t respect them. Therefore, make sure to appear attentive to your customers’ needs and treat them how you would expect to be treated by someone else.

Return Messages Promptly

Whether you deal with customers in person, by phone, or via email, the cardinal rule of good customer service is to follow up when a customer contacts you. Delays in returning voicemails or neglected emails give the impression that the customer is not important to you.

Listen to Them and Hear What They Say

Just because you sit silently on the other line as clients discuss their concerns does not mean you’re a good listener. You must listen to what they say, but you must also take action if the circumstances demand it, and you should digest the information so you remember the conversation. If you fail to take the appropriate action in response to a conversation, or if you’ve totally forgotten what a client said the next time you speak, you’ll create the unfortunate impression that you don’t value their business.

Don’t Smother Them

While making customers know that you care is important, your attempts to convey that message should be tempered by professional courtesy. For example, phone calls should be kept to a reasonable level to avoid making clients feel harassed. Keep in mind that your clients are likely busy people and are paying you to take care of business. Don’t overburden them with details unless they specifically request it.

Exude Confidence

Have you ever met with a store clerk or spoken to a customer service representative on the phone and gotten the impression that they weren’t very familiar with their company’s products or services? That phenomenon occurs much more often than it should. To be fair, every employee in a company can’t be expected to have an immediate answer to every question about every product or service, but a simple “I don’t know” is never an acceptable answer when dealing with customers. Instead, the customer should be given an explanation of why the information isn’t readily available and a promise that you’ll get back to them promptly after a little research. The customer shouldn’t be left with the impression that employees are uninformed or that the company’s failure to train has created an insecure workforce. In all levels of a company, from lower level employees to the executives, all representatives of a company should exude confidence in every interaction with clients.


The Customer is Always Right…Even When He’s Not.

If you’ve ever worked in a customer service position, then you know the old adage that “the customer is always right” isn’t accurate. We all have customers who are difficult or clients that make unreasonable demands. While you shouldn’t feel obligated to give in to every outrageous request a customer proposes, you should make every effort to calmly deal with dissatisfied patrons and tactfully address their concerns. Telling a customer that he’s dead wrong or calling him out for lying is never acceptable.

Money, Money, Money

Some customers may be willing to tolerate an unreturned phone call here or there, an occasionally rude receptionist, or a cancelled meeting once in a while, but no one will stand for you taking advantage of them financially. If you’ve quoted a price or a fee, stick to it. Honoring your financial commitments will go a long way in convincing your customers that you have integrity and that they can trust you. In contrast, hidden fees or surprise invoices will make you appear unreliable.

Work with Your Clients, Not Against Them

Companies that implement policies intended to force the customer’s hand will invariably experience customer dissention. Long-term service contracts, for example, often contain hefty termination fees and other fine print provisions stacked against the consumer. If your routine policies make the customer feel like you’ve trapped them or positioned them so you can milk them for fees, they’ll assume you don’t want a working relationship and they’ll likely search for a better alternative.

File under: Business, Communication
July 18, 2011 By

Exhibiting Your Small Business – Why Exhibition Stands Make Sense

Why should a small business invest in an exhibition stand? The costs can seem prohibitive. However, those businesses that present themselves to the public not only earn back everything they put into the exhibition stand, but they generate tremendous amounts of potential revenue. In any business, retaining customers is essential, but creating new ones is equally vital.

In many ways, an exhibition stand functions as one of the most cost-effective methods of advertising and promotion. By securing a physical locale at a trade show or venue, a business can literally attract people who are interested in a particular product or service. By exchanging information with them at the stand, these businesses quickly build a base of people with which they can send product announcements or service launches. This highly targeted approach enables a company to create new customers at a much faster rate than with more blind avenues of advertising.

Meeting people in person is also highly underrated in an age where many transactions occur virtually. Small businesses may or may not have a large number of walk-in customers. In some cases, small businesses do not even have the facilities for a traditional reception area. An exhibition stand functions as a temporary reception area in a region swarming with likely customers. By being able to physically shake hands, hold a conversation, and generally communicate about interests, ideas, and requests, a small business can grow its sales. This is partially because people enjoy the human aspect of communication, and are more likely to buy a product from someone they feel they “know” than a company which has no human representation.

In this way, exhibition stands offer a competitive advantage against businesses that do not exhibit. This can be especially useful in “virtual” industries such as computer software or gaming. A product display, even if it is as simple as being able to view a function on a computer screen, is far more effective in person than in isolation. Generally speaking, exhibition stands should be staffed by highly genial, friendly members of the small business. If the small business owner does not choose to work the stand, he should send his most affable sales representative to do so.

By creating a positive impression in people’s minds, positive word of mouth invariably follows. Exhibition stands excel in this regard, especially if people feel welcome and informed. If a visitor to the stand meets a friendly representative of the company and is given a short but informative tour of the product or service, that visitor will ultimately describe her experience in positive terms to anyone else she meets. This kind of personal recommendation is invaluable, and will only aid in the acquisition of more new customers.

Small businesses should research local events, gatherings and other business oriented locales to determine the best time and place for their exhibition stand. The question is not whether or not to invest in a stand, but rather whether to do so now, or a few weeks from now.

Resource:

Find out more about exhibition stands at the the Nimlok website.

File under: Advertising, Business, Communication, Marketing, Products & Services
July 8, 2011 By

B2B Networking and Marketing

We’ve often heard, “it’s not WHAT you know, it’s WHO you know.” And for the most part, it’s true. When you’re a small business owner, contacts play a very large role in the development and maintenance of your enterprise. From forming customer relationships to getting the best deals from wholesalers, it’s important to keep in touch with the right people.

This is essentially what B2B (business to business) communication is. B2B is the relationship between two businesses that trade products, information, or services via the internet, whether it is a regular transaction or a one-time-only occurrence. With the advent of dozens of ways to communicate or “friend” people online, it is no surprise that B2B also found its social media niche.

B2B social interaction has several benefits, from faster communication to more information about your colleagues or partners.

  1. Find your business partners/wholesaler/manufacturer/distributor on Facebook, Twitter, Myspace (although that one is a bit outdated)/LinkedIn/Tumblr and connect with them.
  2. Make sure you build a profile for your business, not just yourself. Include as much information about it as possible, including address, hours of operation, years in business, etc. Think of this as another home page for your business.
  3. After you’ve established your presence, try to become an industry expert. If your business is a hardware store, talk about it. Update your Facebook/LinkedIn/Twitter page with industry news, your own experience, product reviews.

Websites like Bizo promise to help business owners reach colleagues by targeting “more than 80% of the US business population.” Small businesses make up a large segment of the population using B2B marketing. So if you own a restaurant, for example, sites like this one make it easier to reach food wholesalers and find the best deals for you.

A perfect example of this can be seen in this announcement via The New York Times. Dairy giant Danone partnered with IBM “to increase the flexibility and responsiveness of its business-to-business (B2B) commercial interactions.” This partnership allows Danone to reach trading partners around the world, as well as simplifying invoicing, order-to-cash transactions, and logistics and delivery.

The difference between using social media with other businesses, as opposed to customers lies in one crucial point: you are not trying to advertise and fish for prospective customers. According to a 2002 study (pdf) from the Small Business Administration, 24% small businesses were using the Internet for their B2B commerce relations. Currently, that number has grown exponentially thanks to the availability of fast connection internet services and specialized networking sites like Bizo.

Industries using the most B2B e-commerce include motor vehicle manufacturing, retail trade, industrial equipment, shipping, high-technology sectors, and government.

For those who are interested in learning more about how to get the most out of B2B, they can attend the Sales 2.0 Conference in Boston, MA. It will take place on June 20, 2011, and will feature speakers from Oracle, Hewlett Packard, and Xactly Corporation. This is a great opportunity for small business owners to hear about B2B commerce from the experts.

File under: Business, Communication, Marketing
June 30, 2011 By

Does Your Customer Service Stink?

You have great expectations for your business. Your product is super and you’ve sold a few but customers aren’t returning like they should and what’s more, they aren’t giving you feedback. You’ve already checked to see if adjustments need to be made to the sales page, price, emails and promotions but they aren’t the problem. What on earth is wrong? I can hear you groaning now. Here’s a question for you. Does your customer service stink?

Let’s face it; you probably get more feedback from customers when there is a problem than when everything is going smoothly. If you really want repeat buyers, you better make sure your customer support is head and shoulders above the competition. This is the point when you can change a customer’s poor opinion into a glowing recommendation.

So, let’s get down to the nitty-gritty of things. What do you want your customers to feel after they’ve contacted customer service? If you simply said you want them to feel good, you aren’t putting enough thought into it. I’ll help you out a little with a few ideas.

Customers should feel:

  • Relieved that you have helped them solve a problem.
  • Reassured that they’ve done the right thing in contacting you and that you will “fix” things.
  • Satisfied with the product, the customer service, solution, and the attention they receive.
  • Valued and what they think matters. If they feel that they are just a sale or a problem, you’ve lost them. Customers should feel that their choice to buy from you is appreciated.
  • Enlightened by your answers and explanations. Customers should leave knowing more than when they initially contacted your support center.
  • Encouraged that they did something right concerning the problem and that they can get results simply by asking for help.
  • Safe that their personal information and customer service conversations will be kept private.

The more of these feelings that your customers have, the greater the chance that they will be loyal to your brand, repeat buyers, and supporters. So how can you make sure they have the maximum “feel good” thoughts? It begins with your policies and shines through your customer service representatives. If you have an unfair or unrealistic policy, there is almost no way to come out smelling like a rose.

Everyone is not cut out to handle customer service. Many solo entrepreneurs discover this the hard way. Just like everything else, you need to do what you do best! If you don’t have exceptional people and problem solving skills, you are not doing yourself any favors by handling customer support yourself.

Yes, I know. Sometimes you have to make do with what you have until you can do better. This is when you ask a friend with the appropriate characteristics and skills to handle support. If this isn’t an option, you may be able to trade services/products with someone who can take over your customer support duties. The key is to get someone in there who can get the results you need.

No matter who is taking care of your customer support, there are several qualities and skills they should have. If they already work well with people, have good problem solving skills, plus possess a majority of these skills, qualities, and attitudes, customer service is almost second nature to them. So what should you look for in customer service reps? Here are just a few things to look for and why.

Customer Service Reps should be:

  • Cheerful – When reps have a cheerful outlook, they aren’t easily rattled by angry customers. In fact, like a smile, the upbeat attitude often rubs off on the customers.
  • Communication experts – Since most small business customer service centers communicate through email or support tickets, support representatives should have a superior command of the written word. You should also have at least one person on staff who is willing to do phone support when it’s needed.
  • Consistent and fair – Nothing confuses customers more than change. Your customer service team should be aware of the rules and stick to them. For example, if you say that a coupon expires at a certain time, every team member should adhere to that time. Not only does this keep your customers from procrastinating and on the ball but when exceptions are made, the customer appreciates them more. After all, would Macy’s honor an expired sale price because the customer forgot to come in? I think not.
  • Courteous – Being polite can take you a long way in life and business. As many southern women know, it’s possible to insult someone and have them thank you for your comment. Ok, that’s not quite what you want to do but you get the picture. The fact is that your support team should know how to deliver bad news so that it doesn’t anger the customer. They should also be the first to say “thank you.”
  • Empathetic – Are your team members able to relate to your customers’ feelings? If not, your customer may often get the impression that the rep and your business just doesn’t care. That’s the wrong impression to convey!
  • Firm – Unfortunately, there are customers who try to intimidate your representative in order to get what they want. These bulldozers need a firm hand. When reps are being intimidated, they need to know that you will back their decisions. If they don’t feel that you support them, they can’t take the firm approach needed to deal with these pushy customers. What’s more, they feel that they don’t matter to you as much as a sale does. Just as you expect your customer support team to be polite, you should expect the same from your customers.
  • Helpful – You’d think this is a given but I’ve seen some support people give “I don’t know,” answers and nothing else. Customers should always be given a real answer. If your reps can’t answer a question, they should always suggest a place where the customer can find the answer.
  • Knowledgeable – The people on your support team should know about your products and services, as well as any changes that may affect customers. Keep them in the loop! They can’t do their job effectively if you don’t do yours.
  • Timely – Customers should receive answers or responses in a timely manner. Business owners who are ill-suited for customer support often drop the ball here and just ignore questions. New support team members may be slow to respond due to poor training. Either instance can cause customers to abandon ship and go to your competition. Optimally, customers should receive a reply within 2 days but sooner if at all possible.
  • Patient – Above all, the people who handle your customer support should be patient. When customers feel that they are being hurried along, it leads them to believe that your company was just after the sale and you don’t really care about their needs.

So, does your customer support stink? Finding out is not always a quick process. However, now that you know what customers should feel and what qualities your support representatives should have, you know where to start sniffing out the answer. If you do find a few things that need to change, make the changes as soon as possible so your business and reputation will wind up smelling like a rose.

Can you already identify areas you need to check? Which ones? Have you implemented some of these suggestions? Did it work out for you? We’d love to know what you think. Share your experiences below.

File under: Business, Communication, Marketing
June 28, 2011 By

Translation Services For Small Business

In today’s global economy, you may be missing out on multiple market segments by not using a professional translation service. You might think targeting an international audience is only essential to big businesses. In fact, it’s even more important for smaller companies to break into the global marketplace.

If you wish to expand your business, you’ll need to ensure that your branding efforts reach beyond local and national boundaries. Spreading your message to the rest of the world requires clear communication in a multitude of languages.

This is where a professional translation service comes in. Don’t be tempted to rely on translation software when crafting important documents or your company’s website. Software only translates word for word in very literal terms.

Only a human well-versed in translation can pick up on the subtle nuances and colloquialisms that are sure to appear. Translation software may also be unable to comprehend and translate industry-specific terms. It’s easy to see how this could be a problem for many companies.

While interpreters are required for person-to-person bilingual conversations, a professional translation service is invaluable in the creation of catalogues, correspondence, contracts and marketing plans. The right translation consultant may even be able to advise your business on whether a contract is culturally suitable for a particular marketplace.

Assistance with business documents is key, but a well-crafted globally-oriented website is of equal importance. What better way to reach an international marketplace than a site that can be viewed in multiple languages? Anyone who leaves your website because it’s unavailable in his or her native tongue is a potential customer lost.

A website available in several languages will impress English speakers as well. Although a business needn’t be large to offer multiple languages, it conveys diversity and the appearance of a multinational company. No one needs to know that your business isn’t a corporate giant…yet.

It’s easy to see why hiring a professional translation service is well worth the investment. Experienced, certified translators are well-equipped to handle complex documents, sometimes even in obscure languages. A team of seasoned professionals should understand not only the words to be translated, but the cultural differences between them.

Myriad examples of poor translation can be found across the Internet. Often, companies buy translation software in a bid to save money. The results are disastrous, with glaring grammatical errors or missed nuances that completely alter the original meaning.

Don’t make the mistake of cutting corners by hiring an inexperienced freelance translator. Being multilingual doesn’t necessarily equate to an adequately thorough understanding of the target language. Such a lapse in hiring judgment can jeopardize your company’s hard-won reputation.

The initial expense of hiring a professional translation service may seem high, but the cost of creating a solid international presence is well worth the investment. Hiring an experienced team of professionals pays off in the form of increased business, maximisation of your marketing budget and a boost to your company’s sterling reputation.

Resource:
You can find out more about how translation services can benefit your business at Codex Global Limited.

File under: Business, Communication, Media
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