“Goodwill to All Men” is not just for Christmas. This blog could also be called Manners Matter because it’s really about how we treat others – customers, suppliers, and everybody we come into contact with while doing business – but particularly those that we communicated with electronically. At Christmas everyone is full of goodwill and good cheer, we want the best for people and we take the time to convey these wishes and acknowledge those received. We appear to be kinder, more polite and understanding in the way we deal with others. So why not extend this generosity and care throughout the year. Technology has made the world a much smaller place – it’s possible to contact and do business more or less with anyone, anywhere in the world - but ironically it’s also created a remoteness in the way that we do business. We don’t know and have never seen many of the people who contact us electronically so it’s easy to forget that at the end of an email, text, tweet etc., there is (usually) a human being. (I know that we all suffer from email spam and nuisance calls but there are ways of filtering these and it’s quite easy to spot the genuinely interested ones). We can appear detached, disengaged and less courteous or well-mannered when dealing with customers in this way. Think about all the emails / texts you send that are never acknowledge, let alone replied to; messages left on phones that are never returned; and people you feel you have to hound before you get a response. And the “being too busy” excuse (as used by all of us at some point) is just not good enough. We would never dream of ignoring customers / people that were stood in front of us or blankly refuse to acknowledge them. We would thank them for their interest and either make time there and then or arrange an appointment at a more convenient time. In some cases we don’t respond because we don’t like being the bearers of bad news but most people would truly prefer a straight “no, thank you” than no response at all. And the age old adage “Treat other people as you’d like them to treat you” is still as true today as it ever was. Whatever the medium. What we seem to have forgotten is that first impressions are crucial however they’re made - whether it’s face to face, over the phone, communicating via email or Social Media. If we’ve failed to respond or engage with someone who’s shown a genuine interest in us or our company then we’ve not only lost that opportunity but possibly many others as bad news travels much faster than good and we’ve all woken up to the power of bad reviews on Social Media. So the thing to remember is that Good Manners cost nothing but are worth everything.
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"Keeping secrets!!"
"This is a difficult blog to write, it's about secrets, but it's a blog!!! I have a couple of biggish dressmaking jobs on the go at the minute, both are for Christmas and both recipients use the internet and specifically facebook so much as I'd like to describe in detail the work I'm doing I can't? Both of these secret dressmaking projects would be brilliant for my marketing as each is interesting in it's own way and may be of interest to my readers and followers who might suddenly realise "I didn't think she could that sort of sewing, but she can so maybe I'll talk to her about a commission". But I can't tell you, my customers have asked me to keep these jobs a secret and as I like to do my utmost for my customers keeping the jobs a secret is what I will do. For now! My point is that my customers wishes are paramount, even to the detriment of my marketing abilities in the short term. I like to look after my customers and hope that they will help me in return by giving me more work themselves and by telling all their acquaintances about my work so that I get work from them as well. Of course in the long term, specifically for these two 'secret' jobs, look out in the New Year as then there will be pictures online and I will be showing the new outfits off to the world and with any luck I'll have brilliant testimonials form both the customers involved. Then we may see some orders roll in perhaps?" Is there an exhibitionist inside you?
For many of us the prospect of attending an exhibition as a delegate can seem a little daunting, but the suggestion that you should exhibit can be even more scary! I have attended numerous trade shows, exhibitions, seminars and business to business events during my career, but rarely have I been directly involved in exhibiting – until now. A little over a week ago I received a call from a lovely lady who runs a series of successful Business Shows throughout the South West and Wales. I was asked whether I would consider participating in a show which was about to happen the following Friday. I swiftly passed the enquiry on to my Director, thinking that costs would prove a barrier etc. The next day the plans were in full swing, with new promotional material having been ordered, and myself and a colleague lined up to represent Cass Stephens at this event. With the idea of promoting the Insurance Broking world to the delegates and fellow attendees, I was hooked, and could not wait to get started. I had been to a networking meeting previously where I listened to a very insightful talk on the “Do’s and Don’ts” of exhibiting –so I knew not to sit down, check my ‘phone or wander aimlessly around! Within a week I was arriving at the venue at just after 7am, laden down with roller banners, business cards, flyers and smart suit to boot! My colleague arrived shortly afterwards with a box full of chocolates, pens and a fantastic bottle of Champagne for our business card draw. We both were fuelled by a heady combination of strong coffee, delicious pastries and boundless enthusiasm and energy. We were determined that it was going to be a very good day! Fast forward til around 3pm, and with the event closed and delegates dispersing, our inaugral stint as “Exhibitionists” was over. Wow! What a day – the opportunity to bring to life the reality of what we do to a captive audience had been a resounding success, and enabled us to connect with some fascination people who really understood what we were about. So for any shy business people out there who are considering showing their wares in public, I would say – GO for it!. As long as you make some simple plans, and follow a few key rules, then you’ll be fine. After all, who better is there to promote your business than you?
A lesson learned in bookings!
I have been running my Bed & Breakfast for the last 7 years and its been ok , with some ups and downs like all businesses, but of late its been very quiet. I've always said I would never use companies like Booking .com or Late rooms...... but yesterday I met a fellow colleague who has run a Bed & Breakfast for many years and we had a good chat. She had also experienced a quiet period and had decided to try Booking .com etc., and has not looked back! So its seems that's the way ahead. I'm now in the process of joining up, lets see what happens, I will let you all know how it goes. Don’t believe the myths
If you've ever spent any amount of time with professional salespeople you will know that
These are things we know to be true. Why? Because we believe them to be true. In every walk of life myths are created based on our experiences. Those experiences are based on our perception of events and our choice of interpretation. Sometimes they are so strong we actually damage our own prospects. I have actually been called by people who start the phone conversation with “ I don’ t suppose you will be interested in…” in fact I was very interested in what they had to say until that point. Most of us find it hard to get started on a Monday, and are keen to get finished on a Friday. So is it a coincidence that we find it impossible to speak to people at those times? Myths are very powerful, and they present some of us with great opportunities. If we know that none of our competitors are going to ring at certain times of the day, that means the way is left open for us. From now on, throw away those “truths” you thought you knew about selling and swim against the tide. You’ll be surprised at where it takes you. |
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