Automate your Business
Turning Dissatisfied Customers Into Your Most Loyal Friends
Some business owners prefer to deal with problem customers by writing them off and shoving them out the door.
They don’t want or need to be bothered with further dealings or more headaches.
I think there is a better way, however, to attempt to appease and “soften” an irate customer.
Why not turn him 180 degrees around and convert him into one of your most loyal and valued customers?
You won’t be 100 per cent successful with this strategy, but it will work often enough that you will soon understand the benefit to your business of this approach.
Why is it worth the effort?
Your business can use just as many loyal and vocal salesmen as you can find.
There is no better testimonial for your business than one given by a customer that had a problem that you quickly solved, and now he is overjoyed with the outcome.
Prospects that aren’t quite sure if they can trust you, love to hear the experiences of others in getting their money back, or having a problem solved – it makes them feel like they have a recourse if they should spend their money and also experience a problem. It reduces the “risk” that prospects may feel about giving you their hard earned money.
Most customers that become irate for one reason or another (it really doesn’t matter why, for this discussion) are the same personality types that will go out of their way to be just as vocal and evangelistic about something that they like.
If you can turn angry people around, they often become great supporters.
They have the passion to tell others about their personal experience, both good and bad, and they’re not afraid to voice their opinions to everyone that cares to listen.
So, how do you turn bad customer situations into positive outcomes?
Usually the first thing you do is keep quiet and listen. Give the customer time to vent his frustration.
Don’t get defensive – if you do, you’ll find yourself taking sides against the customer.
Instead, you should attempt to side with him even if you don’t agree with his case.
By letting the customer blow off steam, and showing that you’re willing to listen and make his problem your concern and a top priority as well as his, you break down the adversarial relationship barrier that difficult customers like to throw up.
You take the side of the customer and become a friend in trying to find a solution.
Yes, it sometimes requires lots of patience and swallowing your pride even though you feel the customer has no legitimate complaint.
By moving the encounter from a highly emotional, combative, “you against me” confrontation . . . to a more civil and reasonable “let’s work together to find a solution” approach, you bring a sense of fair play and rationality to the discussion and disarm the chance for escalation.
Responses like “I would be upset too, if that happened to me!” or “Bob, I will do everything I can to get to the bottom of this right now!” will help to place you on the same side as the customer because you are telling him that you feel his pain and you will join him in his quest to find a solution.
Offer to help the customer in the mean time . . . not by bribing him with a freebie or a discount, but by asking him what you can do to make the situation right.
Find out what will make him happy.
It may just be that the customer is looking for a way to vent his frustration so all he really wants is someone to listen to him for a while.
Maybe he is just looking for information. He simply wants to have someone explain to him why he was charged $10 for shipping when he assumed he was getting a product sent without further cost.
Above all, as the business owner, you need to follow up with the complaint and find an acceptable solution.
Do it as quickly as possible. Get back to the customer, even by phone if you can, and let him know that you have personally taken care of his concern.
Leave him with your phone number and tell him to call you and let you know personally how your solution is working.
People like to be treated personally, as a trusted friend, rather than a name, an email address or a statistic.
If you treat all your customers as such, your business will soon gain a very valuable reputation as being customer friendly.
People will give you their trust and confidence as long as you treat them just the same as you would a good friend.
Try it out the next time you have a customer problem and let me know what happened.
To your online business success,
Steve Browne
www.stevebrownedirect.com
Automate your Business
Ten (10) Ideas for Getting More Subscribers
There’s a fortune that lays hidden in your mailing list. The bigger your list, chances are the bigger fortune for you to tap.
That’s why these 10 ideas or tips for getting more mailing list subscribers are almost as good as money in the bank!
1. Include a call to action (CTA) at the end of your blog posts
Let your visitors know that if they like your blog posts, they’ll love your newsletter content. That’s because you save some of your best niche tips, tricks and secrets for your loyal subscribers.
To get more subscribers, include a link to your landing page at the bottom of your posts, along with a reason to click on that link.
Example: “Discover 101 more weight loss tricks for free – click here!”
2. Encourage a viral effect
You can get more subscribers simply by including a note at the bottom of every newsletter where you encourage your existing subscribers to forward your email (or newsletter) to their friends, family and colleagues who could benefit from the information.
Example: “Do you know someone else who could benefit from these dog training secrets? Please forward this email to them – they’ll thank you for it!”
3. Use your forum signature file to get new subscribers
If you’re visiting busy niche forums, include an ad and a call to action in your forum signature.
Example: “Free report reveals the health secrets your doctor doesn’t want you to know! Click here to claim your copy now…”
4. Point your Twitter followers to a free report
You can use Twitter.com as well as other social media sites (like Facebook.com) to grow your list. Simply point your fans and followers towards your squeeze page to pick up a free and valuable niche report. Include this link on your profile page as well as in some of your posts (“tweets”).
5. Embed your links in your products
Sometimes people share your digital products with their friends. Sometimes they give away or sell pirated copies of your product. Either way, you can benefit from this if you include links to your squeeze page in your paid products.
6. Drive traffic to your landing page using videos
You can create YouTube.com videos for the sole purpose of driving traffic to your newsletter sign up page. To get the best results, include a call to action at the end of your video where you promise viewers they can get the second part of the video – for free – when they join your list.
7. Tap into Quora to get new subscribers
Make relevant content contributions around niche topics with the purpose of driving visitors to your landing page or web site. In other words, all your content and social media links should point to your landing or squeeze page (depending upon your purpose).
8. Co-promote with others in your niche
Here you can swap endorsements with your partners. You can post your endorsements on your respective blogs as well as in your newsletters and subscriber emails.
9. Unleash the power of content marketing
This is one of my strongest suggestions: create a multi-part article or report series around your niche topic. Then upload Part 1 to the article directories (such as EzineArticles.com, GoArticles.com and IdeaMarketers.com) and upload the rest of the series to your autoresponder. Use your article byline to encourage people to get Part 2 of the article by clicking through to your squeeze page.
10. Form a newsletter co-op
Do a co-registration deal with one or more authoritative people in your niche. That is, when a prospect is joining your partner’s newsletter, they also get the option of joining your newsletter at the same time (simply by checking a checkbox).
Summary: You can use each of these ten ideas to get dozens, hundreds or even thousands of new subscribers. Just imagine how big your list will be once you apply all these methods and do it consistently over time!
To your online business success,
Steve Browne
www.SteveBrowneDirect.com
Advertising
Your Unpaid Employee – the Autoresponder
Autoresponders are the unpaid employees of your solo business. Be sure to take advantage of the leverage they can give you in your daily business execution!
The ways an autoresponder can be employed to automate your business tasks are many. Here are just a few of the typical business uses of an autoresponder:
– if an email address is no longer valid, a message can be sent from the mail server that the email is now “undeliverable,”
– if the business changes its email address or URL, a new forwarding address can be sent to those that send mail to the old address,
– if you go on vacation or are otherwise unavailable for a time, your autoresponder can alert customers to your absence and when you’ll return,
– you can have an autoresponder confirm registrations at your site, sign-ups or requests for removals from your mailing list or your newsletter, or customer requests for web site help or support,
– you can have your autoresponder actually deliver your newsletter or “tip of the day” or other marketing message at a set time,
– you can have a direct sales letter sent to anyone that requests further information, or you can send out freebies, bonuses, or other incentives without you having to physically mail the items,
– autoresponders will collect names, email addresses, and other information from potential customers, confirm their information, and forward your pre-made message or “bonus for joining” without your intervention (web site subscribers to your mailing list),
– autoresponders can even be your product delivery means if you sell a digital product (be sure you understand the security protocols of this strategy because it’s easy for a customer to share your product with others in most cases.)
What a wonderful time saver they are! Autoresponders (sometimes referred to as “sequential” autoresponders) can be set to do follow-up emailing so that your messages are delivered in order or sequence and on either specified dates or at specified intervals (like every 7th day).
Emails can be pre-formatted in either plain text or HTML and your autoresponder can “recognize” and deliver whichever form a particular email address can read.
Emails can have active links embedded so that in one simple click your reader can open up and be transferred to a particular web page.
The work involved (other than installing the software) in setting up your autoresponder is largely a matter of preparing and formatting your messages, in advance, as you want them to appear in the email. Then you “load” the messages into the system and specify your preferences and the timing or sequence of delivery (your scheduling).
Make no mistake about it – there is a fair amount of work involved in writing and preparing your responses. But the payoff is that you only have to do it once . . . the system handles sending out your messages to the proper person at the pre-appointed time.
By the way, you can have custom “fields” included in your messages so that they appear to be personalized to each recipient if you gather such details as part of your mailing list subscriber-volunteered information.
Autoresponder scripts range from the very simple to very complex. You can find some online for free or at modest cost . . . others are very pricey (like $750 per month) depending upon the features and emailing speed and capacity you decide you need. (And by the way, free autoresponders often carry messages or advertising that you may not want – hence, the reason that they can be given away.)
There are also many online application providers that will take care of all the mailing and set up for you for a fee (generally around $20/month for a limited number of email messages.)
There are some advantages to this alternative since the cost to get started is reasonable and you don’t have to worry about your ISP getting upset with your heavy mailing schedule that hogs his bandwidth resources.
The uses and creative applications of autoresponders are many and quite varied. But in every case, the result is that you are able to perform otherwise laborious and time-consuming tasks by setting up a system that does most of the work for you.
It’s as if you hired some full time customer service employees that never expect to be paid. What a great business automation tool!
To your online business success,
Steve Browne
www.SteveBrowneDirect.com
Apps
A Private Area for Your Partners?
Have you ever considered developing a private area web site?
Depending upon the type of solo business you operate, and the needs that your business has to communicate with the “outside” world, you may want to consider setting up a private area on your company or business web site.
I’m not talking about creating a forum, chat room, or discussion board as is commonly done among niche community web sites.
Also, I’m not talking about a private membership site. In both these models, your web site is open to the public and you attempt to recruit members (paying or otherwise) that have to identify themselves before entering by submitting a user name and password.
The idea I’m suggesting here is to control access to only those who you specifically target. You want to know information about every one of your clients (members) so that you can target them for niche advertising, specialty products, or services that will generate an income for your business.
A private area web site refers to a site that has a “locked” section or special controlled access area that you limit to special support vendors, partners, and suppliers. The idea is to give these support personnel a way to communicate and transact business with you online, right at your web site; but at the same time, keep customers or the public visitors coming to your site locked out of this area.
The private area can be reserved for anyone you want, but typically would be set up for sharing information with your business partners about your business operation, announcements, policies, financial terms, exact product specs, and anything else you don’t want to share on your public web site but want your business support partners to see and gain access.
Having such a private area is almost like having an “extra” Internet site that is not a part of your main company site. These “extranets” as they are sometimes called, can serve to offer convenience and streamlining to your suppliers allowing them to more easily conduct business with you.
Depending upon the solution chosen, you may be able to offer your partners document sharing, project development sharing, calendaring opportunities, online contracts, sales activity and commission tracking, inventory tracking, and other related management functions.
This strategy doesn’t make sense for every business, so don’t run out and implement this option based solely on the idea that you’ve got to have the latest technologies and comprehensive solutions in your business to be viewed as being real and legitimate.
You may have no reason whatsoever to employ an extranet. Especially if you don’t have a business model that involves work groups, vendors, partners, or suppliers. If you run some type of B2B operation, you would do well to at least consider how such a private area web site could automate and simplify contact with your partners.
Most often this service is offered as an ASP (application service provider) and is hosted on a remote web server rather than on your business server. There are literally hundreds of such applications being advertised online that you might choose from. Most will cost you around $30-60 per month for a small business set-up; however, large companies will pay several thousand dollars a month for a robust hosted solution.
I have also seen a few free applications online if you don’t mind some “in your face” advertising on your net suite.
Realize too that security of your business database and records is of critical importance. Make sure the ASP solution backs up its servers every night to avoid potential catastrophic breakdowns of your business.
Depending upon the type of solo business you operate, and the needs that your business has to communicate with the “outside” world, you may want to consider setting up a private area on your company site.
To your online business,
Steve Browne
www.SteveBrowneDirect.com
-
Tech9 years agoStartup adds beds and Wi-Fi to buses to turn them into ‘moving hotels’
-
Tech9 years ago5 Crowdfunded products that actually delivered on the hype
-
Tech9 years agoFord’s 2018 Mustang GT can do 0-to-60 mph in under 4 seconds
-
Tech9 years agoHulu hires Google marketing veteran Kelly Campbell as CMO
-
Tech9 years agoNASA seeks to build a quieter supersonic plane for passenger flight
-
Tech9 years agoNetflix was the top grossing app in Q2, with mobile revenue up 233%
-
Tech9 years agoMicrosoft Paint is finally dead, and the world Is a better place
-
Tech9 years agoMobile Google CEO Promises 11 Daydream-compatible phones
