Profile cover photo
Profile photo
Erwin Brem
6 followers -
Mybusinessnow, Business training, coaching, consulting, that's different!
Mybusinessnow, Business training, coaching, consulting, that's different!

6 followers
About
Communities and Collections
View all
Posts

Post has attachment
Clarity is the key to others understanding what you do!

Albert Einstein once said that if you can't explain something simply, you don't understand it well enough. Probably similar for far too many businesses in either getting their message across or trying to explain to someone in seven seconds why they should buy from you. Maybe if you had them tied down for thirty minutes you just might get the message across. But probably not. Clarity in what you do and why someone would buy is possibly one of the first things that needs reviewing. After all it could be the reason people keep walking past your business.

I took part in a small business expo recently and came away thinking if you can't explain what you do simply and quickly and if someone can't really get even a basic idea of what you do by looking at your stand, promotion and marketing materials within seven seconds, then it's too complicated! Maybe it's time to step back and relook at how your marketing, advertising, promoting and selling yourself or your product and service and why they should buy from you.

I've always found this with business cards and no different at the expo recently. Someone hands you their card, it's a nice looking card, name phone number, business name but what do you actually do? It's often not that clear. Exactly the same might be said about your business signage, website and marketing materials.

You've got to get a message across quickly and easily these days. You want people, prospective clients, to look at what you do and immediately gain interest, stop and want to know more and then you do the rest.

If your lucky enough to hold onto prospective clients attention for more than 30 seconds, you might just get enough of a message across to get them interested enough to hear more. If not you’ve got around seven seconds to get that initial level of clarity, interest and to get that prospect saying “I need to know more”!

Here's a couple of simple ideas to see if your message needs a little more clarity.

Show someone that doesn't know what you do your business card and website. See how long it takes them to workout what you do, if they can at all and why they should buy from you.
When meeting someone for the first time, what 30 second "elevator pitch" do you use and then how do you determine if that's of interest to the prospect.
Can you easily tell someone what your unique selling point is, why should someone buy from you and the answer isn't price or quality.

Questions create clarity. Attraction is a key component of fundamental business growth. If your not attracting customers, they aren't aware of you or they have no idea what you do, that might be part of the reason your not getting the results you want. It might just be time to get some clarity in your image, brand and message.

Mybusinessnow is all about helping business grow. Most businesses are only a couple steps away from doubling their results within 12 months to 24 months and maybe less but what steps do you take?

For information about Mybusinessnow, our programs and support, email us at info@mybusinessnow.com.au or jump onto our website at Mybusinessnow.com.au. You can also call 0450 655 049 or text mybusiness to the same number to get a copy of our QuickCheck360 to take the first step to building a better business.

Mybusinessnow
Business growth faster, easier, simpler
People, planning possibilities.
Photo
Add a comment...

Post has attachment
You have less than seven seconds to make a first impression that will either make or break a client! The experience is everything. So why do so many blow it?

Experience is everything, whether it's flying, eating at a restaurant, listening to a band, watching a movie, or the service experience you go through dealing with any business. That first moment that someone walks into a business (your business) often for the first time and then what happens next. The first contact is going to have a huge impact on whether that client comes back or not. In fact you have around seven seconds to make a big enough impact to keep that customer or maybe just make that one off sale and then they're gone again. Forever.

Whether you like it or not, customers (all of us) like to be dealt with professionally, served quickly, efficiently and with a smile at the very least. All too often we're waiting far too long before we're even acknowledged and already our internal customer experience meter is below the yellow line. That product better be really good and the service better get better from here on.

We all too often experience really poor customer service, that has a huge effect on whether we intend to return including things like:
• Being ignored completely. (Big mistake, huge!)
• Staff on a phone call (regardless of who they're talking too)
• Staff that would rather be anywhere other than serve you.
• Staff that refuse to smile and ask, "can I help" or "you right mate?"
• Staff that just can't answer the questions, no training or product knowledge.
If business owners and their staff actually understood how hard it is to attract a new customer and how easy it is to lose one, you'd think that the service experience would be a priority but it's just not with most businesses.

The great news here though is this. For the smart operators out there, you only have to change a very small part of your business processes to have a huge impact on your competition. Let's face it, most products and services being sold by one supplier to another are pretty much the same and often the only standout factor is the price. So the cheapest gets the business! But what if there actually was something else that actually made that customer want to deal with you and you only.

Interestingly enough it was service years ago (20 to 30 years ago) that was expected and you got it. There was less competition, less massive shopping malls and certainly no internet shopping. You dealt with in most cases a local supplier and built a relationship with them.

Now though doing business is quite different but in fact it's the same too. Customers still want that service level and expect it, just don't always get it. Here are a few interesting statistics about customer service and results from it.
• 78% of customers will cancel a transaction because of a poor service experience.
• You'll typically hear from only 4% of dissatisfied customers, the rest just leave and go elsewhere.
• Over 80% of the customers that leave to go elsewhere, do so because of a perceived lack of indifference. They just thought you didn't care enough.
• 70% of buyers say they are willing to spend more with businesses that provide excellent service
• According to buyers, sales or service reps failed to answer questions 50% of the time. Training, product knowledge gaps.
• 80% of companies think they deliver great service yet when their customers are asked, it's 8% of those companies that actually deliver superior service.
• 91% of unhappy customers will not deal with a business again, but if the problems resolved in the clients favour, there's a 70% possibility of doing business with them again.
• Customers remember the customer service a lot longer than they remember the price.
• A 5% increase in customer retention can increase profit by 25 to 95%.

The fundamental mistake that's being made by businesses though is referring to it as customer service. It's not, it's customer experience. Or in fact lack of that causes the majority of client attrition problems (losing clients) every business has.

Most business in fact don't neglect the importance of the customer experience, if in fact they neglected it you would assume they knew about it.They either don't know or don't care and believe that ongoing attraction of a single new customer keeps their business plodding along. It doesn't and it won't for long. Too many businesses fail because of focusing on the wrong things and only on ongoing client attraction and not spending enough time on client retention. Hanging onto them.

I learnt a long time ago, that clients wanted to be dealt with quickly, with a smile (even on a phone because they can tell) professionally and with a caring attitude that proved we will do everything possible to hang onto you as a customer. It's not complicated:
• Answer the phone within 2 to 3 rings.
• Acknowledge a customer as soon as they walk in, "thanks for coming in, I'll be right with you"
• Smile. An old Chinese proverb says, man without smiling face shouldn't open shop. Staff shouldn't work there either.
• Staff need training. If you run a bottle shuop, make sure your staff know what colour the Sauvignon Blanc is (do you want the red or white one? Yes it happens!)
• Staff need basic conversation skills. If you can't talk to people, you shouldn't be in any area of customer service.
• Don't let customers down. If your team is supposed to contact clients regularly and it's expected, then do it. If you said you would followup, contact the customer the next day, do it. Everything you do and don't do effects the customer service experience meter and letting people down, not following up or returning calls is the number one killer!
I could go on for days, add value, upsell, professionalism, presentation, hygiene, standing out, it all has an effect. Or you could just keep believing that as long as enough customers keep walking in, you'll be ok. You won't. What appears as a good business and good product or service from the outside, all too often will close down within a short period of time, simply because there was no customer service experience process or structure.

What's the objective, how do our team deal with customers, what skill levels do they need and how are they managed.

It costs seven times as much to attract a new customer than it does to keep an existing one. If you knew that and understood what it meant to the businesses bottom line, wouldn't you do everything possible to keep every single prospect and client that ever walked in.

Here's a quick example of what that could mean. Let's say a cafe has a customer walk in and buy a takeaway coffee at $5, then walks out and never comes back. (Ive done that plenty of times). Let's just assume now that through changing a few basic aspects of the customer experience, that customer decides from now on, I'll get my coffee here. Rather just anywhere because I like dealing with these guys.

That $5 one off coffee turns into a coffee a day, that they also tell two others about that they also tell others about. Even if it's only a work day coffee and a couple of referrals that do the same, that's now $3,600 a year, rather than just $5! That concept works with whatever you sell, make or do.

Changing the customer experience, making them only want to deal with you and no one else, can dramatically change any business and have a huge impact on your businesses growth and profit.

Business360 is all about training businesses how the fundamentals of their businesses can easily be changed to get a much better result, attract more customers but more importantly keep those customers. It's not complicated, in fact it's simple. Just not easy if you don't know how or what to focus on first.

If you'd like to know more about Business360 or any of our upcoming training programs or events, just jump on our website at www.mybusinessnow.com.au/business360 or email info@business360now.com.au.

Business360
Business training that's different, solutions and support.
Photo
Add a comment...

Post has attachment
Great sales results, regardless of the business type, is simply a matter of seeing more people and never stop following up. Ever!

I've just returned from a short trip to Asia and every time I go there I'm constantly amazed at their sales skills and the simplicity of those skills and especially how well they work. I know it's different there, competition is huge, there's little support if you don't work, so you make it work. But why is that so different to here? They just don't take no for an answer and in many cases it gets the sale.

There are two great examples of how this works there and how it could and should work here, but sometimes because most people here aren't paid for what they do, or how they perform, they are often paid regardless, there's less incentive, whereas over there, if your don't make a sale, you don't get paid and just because you say no the first time, doesn't mean your going to say no the second, third, fourth or fifth time. What's it going to take to do a deal. Here's a couple of examples.

1: Markets are everywhere, but shop style retail isn't that much different. If your going to look at something, ask a question, or show interest in something, they are going to help you do anything to buy it.

They always smile, their attitude is always great.
The first word is often yes and the second how many. Not "can I help you?"
If you show interest in something, they assume your going to buy, not just inquire.
If you say no the first time, they'll negotiate (on price, quantity or quality, something cheaper) and keep going, even walking after you until you say yes.
Then they'll smile when the deal is done and paid, "thank you, bye bye, come back again".
And if by some chance you do "pass by" again, they'll call out, your back again, more of this or that?

This simply doesn't happen here, but should. Statistics tell us that:

48% of sales people never follow up with a prospect
25% of sales people make only a second contact then stop
12% of sales people make three contacts and then stop and yet,
80% of all sales are made on the fifth contact or more.

No wonder most sales people don't get the results that either they or the business wants and eventually leave, hence the high turnover of sales so called professionals. But is it training, management or both that's the issue?

2: Encourage prospects to walk in.
We were walking past a restaurant, it looked pretty busy and this little old lady walks up and just asks table for two, shows you the menu, gently guides you to a table and you take a seat. The food was good, so we came back again. Not everyone says yes, but a lot do. If this little old lady wasn't there, us and other people would have just walked past.

Now this does happen here, but not a lot. Lygon St Melbourne is one example (and coincidentally a couple of Italian restaurants on opposite sides of the street in Perth do it), with its wall to wall Italian restaurants doing the same thing, the ones that have someone out the front, talking to people in great Italian accents that you can't walk past, you stop, look at the menu, the question is table for two? And you sit down, they get the customer. But why would people rather have an empty restaurant or cafe than get someone out the front encouraging people to come in? Get a staff member to take a tray of small slices of pizza, (or whatever you do) show a menu and encourage them to come in and if they don't, hand them a special card for next time.

You can learn some really simple business fundamentals from watching other people do what they do, (especially in other countries) simple things that any business could do to some degree. Why not try some of these.

If you have a cafe or restaurant, get someone to stand out the front, show people the menu, handout a free sample, or maybe a card so they remember you next time. (Some businesses have a saying with their staff, if you have time to lean, you have time to clean, maybe staff have time to sell, promote, or stand out the front and talk to potential customers)
If you're a service based business, working somewhere and people are walking past, why not handout cards to people that might just need you at sometime, or handout cards or brochures to the houses or businesses nearby and let them know what your doing.
If someone's walked into your business, interested in something, find out what it will take to do a deal, is it the price, or something else, if they don't buy, get their details to keep in touch, then,
If you've presented to someone, never stop following up, if they're interested, it's just a matter of when or how much, often there's a deal to be done somehow, but don't give up. Ever!

Far too many business owners attempt to build their businesses by waiting for a customer to walk in and buy, rather than attempting to sell to everyone. They do nothing if you don't buy and just let you, the customer walk away. They are focused on what I call the one sales model. Someone walks in, maybe buys and then walks out, never to be seen again.

These businesses also believe that because of the way they deal with prospects and customers, that they just need to constantly attract more, so they continuously spend a fortune on advertising, marketing and social media in a hope to attract more customers and if they don't, then they just wait for the next walk in.

The trouble is that, if the service, delivery and followup doesn't meet the expectations of the customer, even if they buy once, they probably won't be back and definitely won't refer someone else.

Business360 is about helping businesses get the fundamentals of running a business right, so you don't have to rely on marketing, advertising and social media alone, to attract more business.

Building a strong, sustainable business, that continues to grow, isn't just about the product or service, in fact often little to do with it and it isn't about having the best marketing and advertising campaign that you have to constantly spend more money on, it's the little things that make a huge difference to the way your business attracts and keeps customers coming back again and again and then referring others to do the same. It's called Business360grow. It's about getting all the little things right.

If you'd like more information on how Business360 can help grow your business massively from where it is now, click on our website at www.mybusinessnow.com.au or email info@business360now.com.au

Business360. People, planning and possibilities.

Like to join our mailing list and receive our Business360 e'news? Just click on the link below to subscribe free.
http://eepurl.com/djHuk5
Photo
Add a comment...

Post has attachment
The secret to business growth and overcoming the one sale business model problem.

Why don't businesses have the success, growth and profit that their owners want and expected in the first place?

Owners of businesses have all good intentions. They employ staff, do some advertising, put up a sign and have a product or service that they believe will attract customers and make them successful. But in 80% of cases it just doesn't happen often enough. Far too many don't even last 5 years and many last even less. We all know of a business that opened one day and closed only a few months later. (What happened to them, where did they go?)

Business is much more than just a great product or service and in fact it often has little to do with that at all and just about everything else that most businesses just don't do.

Here's an example let's take a cafe. Unless it's really bad coffee is coffee. You order a flat white, latte or a soy cappuccino and as long as it doesn't taste bad your ok. You might order a cake as well, enjoy the experience pay the person at the register then go. What gets you to go back there again? Let's face it there's just too many cafes to choose from and if the coffees all the same the chance is you'll go to the nearest most convenient one the next time you want a coffee. Not return to that one again.

Here's the problem. When you know that regardless of the product or service, most businesses are based on the one sale model, meaning you go in, buy and leave possibly not to return. You have a business thats totally based around one sale only. That business needs a great location or number of locations and ongoing marketing and advertising to keep customers thinking of you, rather than going elsewhere in order for it to grow and profit.

Business shouldn't be about a one sales model but virtually no business I know of other than a few large chains, attempt to get a customer back, even by using a reward loyalty program. No one seems to care. Let's just keep spending more money on advertising to attract more customers again and again and start from scratch every single time.

The real success to business growth naturally should be about attracting customers and also attracting as many as possible, that's the main aim but it should also be about -
• Keeping those customers coming back (rather than going elsewhere)
• Spending more each time
• And referring others to do the same.
A one sales mentality will never do that!

Most businesses have some basic concept of how they'll run their business.
• They have a product or service
• Setup a shop, put a sign up
• Do a little advertising in local news, maybe a sign on the road.
• A customer walks in, buys, they go
• And that's pretty much it!
Instead of thinking a little differently about the process that then makes the business far more sustainable.
• Attracting customers
• Doing everything possible to develop long term repeat business, rather than a one off sale
• And then finding a way to get them to refer others, that in turn do the same thing.

There's a new cafe that's recently opened in our neighbourhood and in fact part of a chain. It's a nice enough place, coffee and food is ok, staff are ok, the ambience is ok, but is it enough to get me to go back? Why wouldn't you do everything possible to use that opportunity to establish a relationship.
• Have a loyalty rewards program, promote repeat business, especially in a small neighbourhood scenario.
• Use the "just opened" situation, to offer a deal for our first customers
• And please hand out one of these free coffee cards to a few of your friends.
And there is so much more you could do but businesses don't? Why not. Simple they've been doing business for years and years on the one sales model and so has the competiton and that's all they know, so that's all they do and everyone competes around the same concept and then offers stage two, a discount. Two for one coffee or meal deals or even better, discount Tuesday. There is a better more effective and much more profitable way.

Commonsense would tell you, that developing a relationship with a client that comes back regularly is a much easier sale and more profitable than having to go about finding or marketing to attract new customers every day, week or month. That's a no brainer but very few people do it. So there's the opportunity. But how do you tell a business owner that the way they've been doing it for so long is actually wrong and you could get a much better result by just changing a few simple things. Fundamentals that will make a huge difference to the result any business gets.

Let's take the cafe again. The difference between buying one coffee every couple of months or a coffee a week is a huge difference to the income and profit of that business. There's no rocket science here but you seriously want to know why it doesn't get thought of. Take just one customer.
• $4.50 for a coffee once every three months, $18 per year or $1.50 a month. I understand why someone wouldn't waste time on a customer that spends $1.50 a month.(but should you, who do they know?)
• What if they spent $4.50 a day and brought in a friend now and again and even had a cake or lunch now and then and breakfast on a weekend. ($4.50 X 5 X 4.3 plus occasional breakfast and lunch, plus a friend for coffee) So now we have a customer worth close to $175 a month, rather than just $1.50.
This is an example only but it shows the difference between a one off sale or developing that customer into a regular frequent client. What if you developed a loyalty program that in fact stopped them from having coffee elsewhere they started coming for lunch now and then and breakfast on a Sunday morning. You now have a regular client that could be worth close to $250 ($4.50 X 5 plus breakfast for two $35 X 4.3 weeks)

That client has referred a friend or two that now also comes in regularly and you have one customer responsible for upwards of $1000 a month in business or simply that original one off sale worth $1.50 a month.

Next time anyone let's a client go out the door with just a coffee and no idea of who they are and where that customer could go next, probably shouldn't work for you but maybe it's you, the owner.

The secret behind real business growth is no secret, it just isn't done. Again common sense tells us that if,
• I build a relationship with a customer there's a chance they might come back.
• If I develop that relationship, encourage, educate and inform I have an even better chance of increased frequency and spending.
• If I develop the relationship even further there's a good chance they'll tell others about my business, so they now become clients too and do the same.
And once again, common sense also tells us that if I do nothing to encourage a client to come back, they probably won't!

Regardless of what the business does, makes or sells and regardless of the size, small, medium or even large and franchised the same rules apply. The one sales model is what 90% of all businesses work on and get right but it's not building their business.

Every business regardless of whether it's a local cafe or a national chain of travel agents, can all do something to turn every enquiry, prospect, customer into a long term repeat and frequent client. But things need to change from the way things are done now, otherwise it stays as a one sales model business relying on advertising and hope that another customer will walk in and they often don't.

Business360 is a program that changes the way business owners, their managers and staff think about their business, the way their teams act and perform and how you get the consistent growing results you want.

Businesses including the product or service you sell stays the same but we help train you and your team, develop skills, develop the integrated solutions needed to build relationships and add in ongoing support to ensure it gets the results you want.

Business shouldn't be complicated and in fact it's not, its easy just not simple if you don't know how. Business360 knows exactly how to build a more sustainable and consistently growing business by getting all the other things right that 99% of other businesses currently miss.

Uncomplicate you business now and grow. For more information on how Business360 can help grow your business by uncomplicating it checkout our website at www.mybusinessnow.com.au or email info@business360now.com.au

Uncomplicate your business now and grow.

Photo
Add a comment...

Post has attachment
To get the result you want, do you focus on the result or the process?

How do you get a business going in the direction you want, growing and profitable? It would appear that from most businesses perspective, regardless of their size, industry or location, that all too often if the profit isn't where it should, then the only way to fix that is cut costs, cut advertising, cut staff, look for smaller premises. We all know what happens next, start discounting to attract customers and then it's pretty much all over.

For decades it would appear that this is the only solution available rather than address the issue of how this business makes money in the first place, the processes that are performed in every area and the results to actually determine what's wrong.

Very recently a relatively new player into the donut market has closed down, opening around 30 stores in a very short period of time (the first store opened in 2015) and according to media, the store closures have been blamed on high rents. Everyone likes a good donut and there's were fine but obviously they couldn't sell enough to pay the rent and wages. But surely at some point someone had looked at how many donuts we need to sell a day, and how we do that, in order to not only cover the costs, but profit. When there was only one store, maybe that happened, but with 30 stores, maybe the focus changed from donut sales, to profit. It shouldn't, it's all about how many and how you sell the donuts, attract customers and keep them coming back.

Everything in a business should be planned and should have a process to how it's done, otherwise it's shear luck and sometimes, that actually can work to some degree, but it eventually slows down until it stops due to additional competition, new products, customers going elsewhere and more.

Managing those processes is the key. When you know exactly what you want from a business and how that's done, you then simply design the process and the performance minimum standards in order for that to happen. The team then need training, support and ongoing review, to ensure it all happens as planned, and if that's done it will. Here's an example.

Let's say you have a business that sells something to other business and for that you have a sales person. Their job is to bring new business in every month, that's all they do. But how many new clients is the expectation?
• Let's say it's 20 new clients a month, and in order for that to happen:
• They need 100 prospects a week,
• That turn into 20 fresh appointments per week
• Which convert into 5 new customers each week, so 20 a month.
You then simply review that activity each week or month, look at the results achieved and if on track great but if not why. Were the appointment numbers low or are the sales skills not up to scratch, do they need some training?

The option to a managed process, is pretty much anarchy. Staff do what they want, get the results they are happy with and if not, they leave or management eventually move them on. The revolving door of non management.

This same management process as simple as it sounds and it is, needs to be done across the board in every area:
• How you attract customers
• The selling process, how you grow
• How we service and maintain our clients
• Staff recruitment and onboarding
• Product development
• Marketing plan and the results from it.
• Planning, direction and objectives
• All management processes.

Businesses fail only because of one key thing, it's very rarely anything to do with the product or service, almost regardless of how bad it is. The reason is poor management and so the solution, to getting everything right, is great management.

Understanding what the objective is in the first place and where you want the business to go. From there it's a simple matter of designing each aspect of the business, so it actually achieves the results you want, reviewing it as often as needed, even daily in some areas, but more often monthly is enough.

Review the plan, look at the what was done, activity and results and adjust if needed. Maybe it's time to ramp things up a little, maybe it's still about getting some aspects on track. Is it a skills shortage or simply a will issue. Whatever it is fix the problem.

Business360 and mybusinessnow.com.au help businesses develop the skills that all business need, enable access to integrated solutions that all businesses need and ongoing support to ensure it all happens.

Checkout our website at www.mybusinessnow.com.au or email erwin@mybusinessnow.com.au for more information.

Business shouldn't be complicated and in fact it's not, it's easy, just not simple if you don't know, or your doing it wrong! Business360 is about uncomplicating your business and growing.
People, planning, possibilities.

Photo
Add a comment...

Post has attachment
Why is service in business, so bad?

Now that’s a really good question! Because if business owners actually understood what it’s probably costing them, something might actually change!

This past month, I’ve done a little bit of seminar attending, and spent a couple of days listening to one group talk about marketing all day and another talk about a number of other things, but not one addressed possibly the simplest way to build a business and without having to do any additional marketing, move into a better location, or spend a fortune on a business coach. The answer is simple! Just service the clients you have better, or in fact so well, that they tell others. It’s all about service!

Here’s just a couple of examples to give you a clearer idea of what I’m talking about.

My wife walked into a local fruit and veg shop recently, normally she would go into one of the bigger chains, but thought she would give him a go. She asked a young guy, what’s the best pumpkin for a soup. He didn’t look at her, just said butternut and kept doing what he was doing! Didn’t even look up or stop what he was doing. Another young girl had seen what had happened, walked over and realised that my wife was unhappy with that, and started to talk about what she does for her pumpkin soup.
We are planning an overseas trip soon, we have now walked into three of the larger travel groups, spent time there giving details and not one has got back to us, without me having to chase them up! Not one!

You seriously could go on all day, poor service, poor attitude, no followup in either service or sales, and much more all service related! How hard can this be!

So the question is why? Is there a belief that it’s easier to just wait for the next customer to walk in, or who cares if they don’t. Let’s take the fruit and veg guy.

Let’s say you spend $50 per week on fruit and veg, but like many people, you split your shopping. Maybe the local guy, but maybe anyone of the big chains, Coles, Woolies, or Aldi. $50 per week is $2500 per year plus.
Someone walks in once to buy a pumpkin, but never comes back, or gets great service and continues to spend $2500 there every year and refers her friends, neighbours and everyone else!
What if you actually kept in touch, and email this weeks specials, and what to do with that butternut pumpkin, maybe even a recipe?

Let’s take the trip and I’m about to walk into yet another agent to book it this week!

The trip will be worth at least $7500, but we travel regularly, it won’t be the last trip.
What’s it worth to build even a basic relationship, and keep in touch with a prospective customer. Even get back to them?

It’s seven times easier to hang onto a client, than it is to find a new one. That alone would make you realise I need to work harder on keeping my existing clients, and keeping them happy!

But there’s more to service than just being nice! It fits around a number of key aspects of how building a business successfully all work together.

If all you did, was improve one aspect of your business, consider service. It’s the part that lets just about every business down to some degree. Understand that and you are miles ahead. Here are just three simple things you could do, to make a massive difference to where your business is now:

Acknowledge clients when they walk in within seven seconds. That’s all the time you have for an average person to get frustrated with the lack of contact. Smile, look at them, get into a little dialogue and if your busy with another customer, tell them you won’t be too long.
Ad value, even look for simple opportunities to up sell. Would you like a cake to go with that coffee? Know your product, be able to give ideas and suggestions of what and how they can use it. (Like what pumpkin goes well in soup and maybe even an idea of where to get a recipe!)
And followup. Everyone can do this. It could be the difference between a client, or their friend coming back, or going to the competition instead. It’s about you staying in their front of mind, not your competition.

To many people are looking for the complicated answer to getting their business really booming, more marketing, better signage or maybe discount, when in fact, it’s probably about many of the things that you don’t do, that stops your business from the growth and success you want.

Mybusinessnow and the Business360 program are all about training, upskilling and reinstalling many of the things that may have once been there, support with integrated solutions to make everything work easier and less complicated.

For more information, contact us at erwin@mybusinessnow.com.au or just go to our website at www.mybusinessnow.com.au

It’s the simple things that can make a BIG difference in business, it’s time to uncomplicated your business and grow!
Photo
Add a comment...

Post has attachment
Hang onto your customers!

Its seven times harder to find a new client, than it is to keep an existing one, (a statistic that’s been around for some time and hasn’t changed) so why wouldn’t you just do that? Hang onto every customer?

Ongoing followup and service from just about any business, in any industry, anywhere and regardless whether they're small, medium, franchised or large, is just about non existent.

I recently did a little experiment. A couple of months ago a bought a few things on eBay, from “local” businesses. I’m into music, have played guitar for years, so I bought a few accessories that I needed anyway.

They arrived, I’m happy with them all, price, quality and delivery all good. But I haven’t heard from anyone of them (all three) since! Will I never buy anything again, am I done, do I not know anyone else that might want something? Of course I would, but their focus is on the one off sale, without any thought of potential repeat business.

Nothing new here, that’s a very common occurrence. My wife and I have travelled a bit over the years, within Australia and overseas. With overseas trips, (because locally we tend to do it all ourselves now) you go to any one of the travel agents, discuss your needs, book the flights and accommodation and whatever else and off you go. But over all the years, I have NEVER had one agent, (and I’ve used a few from both independent and larger franchised chains) call me back, ask about the trip, and then ask where are we off to next? So I have no relationship and I just walk into the next travel agent again! How hard can it be?

Well that’s a good question, because a little while ago I asked an agent that very question. The answer was we just don’t have the time to followup every client that travels with us, with another call. Really? (Seven times harder to find another client) even if I’m not going anywhere, do I know anyone else?

It would appear that 99% of all businesses simply focus on filling the funnel, making that one sale, only responding to inquiries if someone walks in, or responds to an email. But they expect the customer to do the work! Well they can, and do, but not necessarily with you!

I really don’t know if following up on EVERY client that’s ever walked in, or bought from you will increase your business by seven times, but surely there must be the potential of increasing by 100%, what if it was 50%, hey, how about a 10% increase by doing just one thing, following up every client, how was the experience, what next, do you know anyone that might like one too!

Building a successful business is not just about a great product or service, that’s well and truly proven, it’s about more, the experience, the followup and ongoing relationship and more still.

But if you have a prospect, or a customer walk in or click on, don’t leave it to them to make the next move, because they won’t. Your job is to followup and hang onto every lead, prospect and potential client possible.

Mybusinessnow and Business360 is all, about helping businesses do more than just develop a single funneled sales and marketing channel. It’s much more, and will build any business better, faster and more stable.

If you’d like more information on how we can help you build all key elements of your business, contact us at Mybusinessnow.com.au via our website, or email at erwin@mybusinessnow.com.au. We will followup!

Photo
Add a comment...

Post has attachment
How to get a better result from your sales or your team.

Over the years I have trained hundreds of sales professionals and the one thing that I really believe is that anyone can sell. If you’re able to communicate reasonably well, be likeable, and present yourself well… you can sell. Then of course if you have some fundamental product knowledge in your chosen field, you’ll probably get even better results. But the one thing that seems to get missed over and over again is that you still need to get in front of people - and the more people you get in front of, the more sales you make. In fact, I’d rather have hard working sales people with average skills, than great sales people that don’t push themselves very hard any day.

Sales is a numbers game, it doesn’t matter what industry you’re in. Sure, you can minimise those numbers and improve the results, but it still starts out as numbers. The more appointments you make, the more people you see, the more sales you’ll make. There’s nothing too complicated about it.

There are three key elements behind successful sales and running a successful sales team:

1:Training: Sales (and customer service people) need a skill set, product knowledge and the ability to communicate at a level that’s at least equal to that of the client. They also need the ability to handle any challenge or objection that might stop that sale from going ahead.
2:Activity: The ability to maximise their time in front of potential clients, the prospects and present their product, build some rapport and successfully demonstrate how our product can fix the problem they’ve got.
3:Management: Sales professionals need to be managed from the day they start. Understanding exactly what the expectations are from the word go, eliminates any misunderstanding of performance standards.

Whether you run a sales team yourself or in fact are a sales professional, there are a few simple things that you can do to get much better results:

Train your team well
*Activity standards.
*Manage regularly, stay in touch daily if needed.

Make sure that everyone in the team is capable of having a conversation with a client, if not, keep training until they can (or replace them if they can’t).
*Ensure they have the product knowledge. Running back and forth to get more information won’t build confidence in the prospect.
*Get support from other successful sales professionals. Either within the company or outside. What do they do? If something works for them, there’s a good chance it will work for you.

Ensure that everyone is aware of what the minimum performance standards are. If it’s five appointments a day, then make sure they do it.
*Develop a reporting system that holds them and their managers accountable. If you want to know how to make more sales, start by looking at what they do all day long.

Sales people need support, but they also need regular reviews.
*At the end of the week or month, review what happened - what went well and what didn’t? And then work out what’s needed to get to where you want them to go.

…and one extra point:

Cut the cord!

*If it’s not working out, if they aren’t getting the results and both them and the managers are getting frustrated, cut the cord. Sales people generally work in sales for one reason - the income potential. If they’re not getting the results both you as the manager or they want, someone gets frustrated. 95% of the time it boils down to one thing - Activity. Just about anyone can sell, but if they don’t make the effort to get in front of people, no matter how good there closing skills are, they won’t make enough sales to make budget, let alone get the sales number and growth you want.

Successful growth through more sales isn’t hard to do.. More often than not its either a ‘skill’ or 'will’ issue, rarely anything else. Then once you have those new clients on board, there’s more to be done to keep them, this is just the beginning.

For more information about building a successful sales team, or getting a better salesresult yourself email

info@smartbusinessnow.com.au

We have put together an easy to understand, simple yet effective guide for anyone or any size sales team on how to get a better result than you are now!
Photo
Add a comment...

Post has attachment
Why is it that businesses forget the simple art of “follow-up”?

Every business, regardless of what you do, could service their clients better. I'm not talking about simply doing the job well, I'm talking about what happens when the job is done. Here's an example:

Every business generally has an accountant, or maybe you use a bookkeeper/accountant to look after and handle all your financial reporting needs. How often do you hear from your accountant just to see how it's all going or if you need anything? Probably never right?

I heard about an accountancy firm in Perth recently that does just that. They have a totally separate customer service department that simply builds the relationship between the customer and the accountant, gets to know them, builds the relationship, helps with whatever they can, and probably upsells by adding value. What a unique idea!

The basic concept behind building a great business, isn't just the product, and often it's far from it. Often the difference between just one sale and a lifetime of not only ongoing sales but referrals to friends, family and associates, is all about the service system.

Here are a few examples, where you never receive “follow-up”:

Mechanics: You have your car serviced regularly - at least yearly. But other than booking your vehicle in for the next service, mechanics don't ring you. Why not call quarterly, find out how the cars going, and book them in early? Why not call and offer some special deal or inclusions to the next service or repair?
Travel agents: If you travel once, you’re likely to do it again. But again, how often do travel agents call you? They don't. Why not get into a regular habit of calling clients monthly, get to know what travel plans they have upcoming, weekends away, and maybe you can help with all their plans. It's all about front of mind.

Businesses usually think that “follow up” wouldn't work for their business…but why wouldn't it to some degree? If someone comes in weekly to buy, as in fruit and veg, why can't you still contact your clients every couple of months and let them know what's new? If you have a cafe and your customers come in daily, can you still encourage them to come back more often, or bring friends? Of course you could.

The objective is simple. Build the relationship to you and your business. 80% of people change and go somewhere else for one reason and that's a perceived lack of indifference - they thought you didn't care and simply selling them your product just isn't enough! More and more businesses are doing more and more, not to talk to their customers – introducing the internet and social media.

Here's another way of looking at this idea…

Over the last couple of years, I've dealt with a number of suppliers in regards to design, websites, printing. After making initial enquiries, or even buying from them, how many keep in contact with me do you think? None! Some of them might send me a generic email… but everyone sends generic emails these days (and most people just delete them the moment they land in their inbox).

I've also dealt with a couple of graphic design and printing businesses and was having some regular work done, but now that's stopped and so too has the communication from them. Do people simply think keeping in touch has no value, that you’re never going to get anything done again? Or do they just assume that they have your business for life? Well they don't have your business for life and of course you will get other work done and so to do your associates…just not with these suppliers right?

I have dealt with training and support people, used them for a while, stopped and never heard from them again! Do they just have too much business?

Now by the way, a good way to get rid of some clients you don't want is to never contact them again, that'll work. Now I completely understand that some clients just aren't worth the effort, so don't, but spend the time on the ones that are and build the long term relationships with those clients.

The simple act of fundamental customer service is far more than just being friendly when someone walks in to your business, serving them well and delivering a great product, it's also about the ongoing contact. Follow-up after the sale and make effort on building long term relationships that trust you and then encourage those customers to refer others as well. Here are a couple of last thoughts on why this is so important and why every business must establish an ongoing customer service system.

Everyone is a potential customer. Everyone! Every single person that makes an enquiry, walks in to your business, contacts you in some way, could either be a potential client or knows someone that will. Keep in touch.
If someone has bought from you once, they'll buy again, and if not them, they know someone else that will at some point. Keep in touch.
If someone makes an enquiry, gets a quote, asks for a price, wants a test drive, then don't come back… Keep in touch.
Encourage more than just email contact. Email is becoming what faxes once were, we don't even bother looking at half of them. Look at alternatives. But remember it's all about the relationship - voice or even better, face to face. Be different. Keep in touch!
Develop a customer relationship management system, but it needs to be different, it needs to be better. Everyone is on everyone else's email newsletter, Facebook, Twitter. It needs to be personal, it needs to standout. Consider going back to the old fashioned printed and mailed newsletters? Invite clients personally to events, and education nights. It's all about being different, but above all keep in touch.
Return calls. This is the single biggest frustration experienced by just about everyone - calls or enquiries are simply not returned. It's not just about that one contact, or lack of, it's about the lack of trust, lack of reliability that you don't get back, along with the call. It stops people trying again and also stops them referring others to you, simply because they don't have 100% confidence or trust in you. So, keep in touch.

It’s at least seven times cheaper to keep an existing client, than spending money on finding a new one. With that in mind, why aren't the majority of businesses doing something that actually keeps every single enquiry, walk-in, contact and past, present and future potential client so that no one will ever find out about them? I don't know! But I do know that there's an opportunity here for any smart operator to grow their business from no other reason, than servicing your current clients and enquiries better than you do now.

There are only seven basic aspects of running a business better, getting a better result and enjoying the fruits of your labour more. Service is one of them, there is so much more that can be done to deliver an incredible service experience, but just these few minor changes and you'll see a dramatic change.

For more ideas on how to build a better business and grow beyond where you currently are now, contact Get Smart Now at our website at getsmartnow.com.au email erwin@getsmartnow.com.au or phone 07 3137 9339.


Photo
Add a comment...

Post has attachment
Overcoming today only thinking and moving forward!

Here we are into another year again.

I've run my own businesses for the last thirty years, and I've spent the last twelve months working very closely with a number of clients in a consulting role with both large franchise and small business owners. No matter who I deal with, I see the same thing everywhere and with almost everyone. All everyone seems to do is think about the result we will get right now, and what we should do right now, as opposed to the result we will get in a year, three years or ten years. And it's all because we don't think of the outcome of what we do long term. If we did, we would definitely think differently about every aspect of our business, how we run it, and from an employee perspective, how we do our job.

Let's face it, if we thought long term about our job, would we do it the way we do it right now? If our job was dependant on how we did our job and the result we got, would we do it differently?

What about business owners - if we thought about a ten year result rather than this weeks result, would we do anything differently? For instance, would we:

1: Put more effort into the businesses image and brand and how our clients perceive it?
2: What about our sales and lead generation processes - would we do anything different if we thought long term?
3: And how about service standards - if we thought about where we would be in ten years, would we service clients better or differently?
4: Then there's the marketing and advertising, our staff recruitment decisions and systems, development and constant improvement of our product or service, planning, systems and management.

Should we think about all of these things long term, or do we just get back to work in January and start doing exactly what we did last year, the year before and the year before that and wonder at the end of it why we got the same result or even worse?

90% of all businesses fail, and that probably means that 90% of people that work in businesses fail. People start jobs, they don't get trained well enough, they aren't managed, then they fail and move onto another job and probably do it all again. Whose fault is it? It's everyone's, the employer and the employee. Everyone has a role to play.

But the question is, what's the result your wanting out of the job, or the business? Im guessing like most people, you want the best possible result, but just aren't prepared to put the extra work in to get that result and that's that bit that has to change. From both a business and an employee perspective, we need to start thinking that it's not about doing the bare minimum to get a result, but its about maximising performance and activity in 2017 to get a better result.

I find this a really interesting topic. I've worked with hundreds of sales people over the last few decades and I can honestly say I've never come across one (not a single one) that's not capable of earning in excess of $100,000 plus a year, but they don't. The old 80/20 rule is true, and that is that only around 20% will actually get the result they want and even they could do so much more and easier, if they thought a little differently about how they did what they did.

It's exactly the same for businesses and their owners. Most people will just get back to work in January and start doing the same thing again and will get to the end of the year and wonder why they didn't do better. They may blame the economy, talk about the annoying competition out there this year, or anything and everything else...but they wont mention the way they do what they do.

It doesn't matter what you do, what business you're in, what franchise you're a part of, whether you're a tradie, in retail, a professional, in hospitality or manufacturing. Every industry is the same, and unfortunately everyone makes the same mistakes. It all boils down to eight key elements that don't change, but these eight things will get you a much better result:


1. Image: How do you or your business look or compare to the competition, how do you look, act or present yourself in your role?

2. Sales: What do you do to have a consistent sales funnel operating so that there is a constant flow of new enquiries and new customers walking in?

3. Service: What are the service levels in your business like, is it enough to keep every client coming back, spending more and referring others, or do you lose more clients than you bring in to the competition?

4. Staff: Are the staff in your business doing exactly what you want every day - representing your brand, are they trained well, or is it just left to chance?

5. Marketing: Is there an ongoing marketing and advertising program to ensure your name is out there and is it relevant, or do you just use social media because it's free in a hope that it will attract you new clients?

6. Product: Why would someone buy from you? What makes you stand out, what's your unique selling proposition? And if there isn't one then your simply competing on price! Is your product the best it can be and do you do everything to keep existing clients interested through continuous development?

7. Planning: When was the last time you wrote out a business plan (have you ever?). If you don't have even the simplest business plan, you have no idea of where you're going.

8. Management: And lastly, do you manage the entire process? Whether you own a business, or you're a sales consultant, do you manage your team or yourself? Every aspect of the business needs to be managed, so that you know you're going where you want to go, otherwise change something.

The truth is that the majority of people simply aren't prepared to do what they need to do to get the result they really want. People just seem to continue doing the bare minimum needed and hope to get a big result. But unfortunately.... that just doesn't happen.

When I'm out dealing with a business, it doesn't matter if it's with a professional, a tradie, a barrista, a retailer or a waiter, we continue to get the same things that cause clients to question why they buy from you? The image is poor, the seating is falling apart at a restaurant, the toilets are filthy, the retail staff have no basic retail skills and wouldn't know how to smile if you drew them a picture, hotels have things that are wrong and haven't been replaced, the service levels in professionals are often so poor that getting a call returned doesn't happen.

Now short term that may appear ok, but at every point someone asked the question "why buy from you?" or "why buy from you again?" - maybe I'll go somewhere else.

Don't give anyone the reason not to deal with you, get it all right.

Is 2017 the year of getting serious? Getting serious about how we run our businesses and about how we do our job, whatever its - sales, customer service, retail, hospitality or management. Get smart and get serious now.

No one wants to repeat a year that didn't get them the result they wanted. So don't let it happen again - do something different. Start with a review, look at what you did, the result you got, and then work out what you need to do this year to get the result you want.

Get serious about it in 2017:

Get serious about skills and training
Get serious about the image
Get serious about sales processes
Get serious about customer service levels
Get serious about staff, marketing, product development, planning
And get serious about management!

If you're looking for ways to grow your business, grow your career and just move forward, then maybe Get Smart Now can help you do that.

We work closely with businesses of all sizes, franchises, retail, professional, tradies and individuals that are looking at getting a better result from what they do. We have developed a series of training resources to help businesses, owners and their teams simply get a better result by incorporating our eight key element strategy through our Build a Better Business program, the Orangeprint process and our business Ezyplan.

If you like more information about how we can help, checkout our website at www.getsmartnow.com.au or email info@getsmartnow.com.au

If you want to get a better result in 2017 it's really simple, get serious and get smart now!
Photo
Add a comment...
Wait while more posts are being loaded