Small Business Should Not Avoid Technology Upgrades

All too often small business fall prey to tight budgets and the mindset that: “What we have is working for us!”  Boy, if I had a penny for every time I heard that…..

What we have learned from our small business clients over the past 6 months are:

1)      Small business owners tend to not take advantage of technology upgrades.  Finding yourself way behind on versions may mean that the provider is no longer supporting your version.  Now you have an even bigger cost to face.  Keep current.

2)      Small business owners do not give enough attention to the customer records process. Technology is more than a repository that exports a file to the accountant.  When the data is entered (pain-staking, I know) it can provide deep insight into your product/service offerings and point you to trends.  This is invaluable to a small business owner to be able to notice changes and to respond accordingly.

3)      Small business owners tend to lag on a having a website strategy.   We hear over and over that “We have a website…. It’s been there a while.”  If that sounds familiar, you are not alone.   Your website is a constant marketing tool.  Spend some time and money and use it to create and sustain customer engagement.  Digital brochures do not help.

These are 3 points that can help you hone your message and grow your business with the effective use of technology.

3 Steps To being Responsible in Social Media Marketing

As a Social Media Marketer you need to keep 3 things in mind as you run your campaign.  A customer has a complaint, the product has a technical problem or a mistake has happened in upstream activities - -  regardless you need to take these 3 steps:

1)  Acknowledge - Once you find out the actual problem - take responsibility.  Failure to do so will have the customer keep living the experience by repeating and with that their unhappiness now includes you!

2) Apologize - An upset customer must be calmed down, if you can - try the "feel/felt/found" technique before you apologize.  It goes something like this:  "I would feel the same way..."  "I have found that calling as quickly as you have is important...."  This leads to number 3:

3) Act - You have acknowledged the problem, taken responsibility and placed yourself in the customer's shoes - - Do something.  Any front line person needs permission/budget to ACT.  "Calling the manager.."  No, not the best approach.  "Placing someone on hold for an extended period of time..."  No, not the best approach.

3 simple steps to build credibility and customer satisfaction, should you experience some customer satisfaction turbulence.

Try it.