This is part C of the A to Z of Business & Website Tips

Good Customer Service is the Key; customer satisfaction

  • Know your customers,
  • Focus on the right customers &
  • Give them that special treatment

How to Find Your Best Customers

The 80/20 Rule of Sales is an old business adage:

About 20 percent of your customers produce 80 percent of your sales.

The funny thing is that business owners often ignore the 80/20 rule.

We’re all tempted to waste our time trying to please all of our customers instead of the most lucrative ones.

We are all conditioned to always respond to the stimulus around us. So if you obey the 80/20 rule, you are going always to feel as though you are ignoring something — because you are.

It will be an irritating feeling at first. And it particularly gnaws at people that want to give 100% customer satisfaction, because they are prone to trying to treat people equally.

But all customers are not equal. Far from it. Some earn you an amazingly disproportionate amount of money, many make you a little bit of money, and some even waste your time. With the last group, you lose money selling anything to them at all.

Your goal should be to zero in on those 20 percent of customers who are essential for your business’ prosperity.

Here are some tips on how to find the 20% best customers:

Mine your customer lists.

Maybe it’s your email distribution list or your company’s Facebook following. But I still find it amazing how many businesses don’t bother to look up sales data on the customers. Apply the R-F-M rule: Check which customers on your list bought most Recently, bought more Frequently, and spent the most Money. Bingo. You’ve found a chunk of your 20 percent. Focus on them. Send them nicer Christmas gifts. Send them a postcard when you’re on vacation.

Study your geography.

Delve into your point of sale systems and find out where your money-making customers actually live. Then focus advertising etc in that area.

Find your customer niches.
The customers who buy the most expensive products or services almost always fit a peculiar demographic. They are noticeably different than everyone else. Stay open-minded as you figure this out, too.

Fire your problem customers.

Inevitably, there is another 10-20 percent of customers who rack up support tickets and chew up phone time, and take away from you servicing your most lucrative 20 percent. If you’ve tried to fit a square peg into a round hole too many times with them, just stop. I’ve done that. I’ve said to customers, ‘I should not be consulting for you anymore.’ I’ve occasionally even blacklisted customers — or at least made a point to ignore them until they go away. Be polite and gracious about it, because you don’t want a bad online review. But still do it.

Pinpoint your ‘Silent High-Volume Buyers.’

Almost all businesses have a few of them — especially in B-to-B companies. They send in a purchase order every two months, and it’s usually a nice fat one. They truly are your highest-return customers. They require so little maintenance that you don’t even notice they’re there most of the time.

Great customer service can be your very own secret weapon!

The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more.

To ensure you provide the best customer service:

  • know what your customers consider to be good customer service
  • take the time to find out customers’ expectations
  • follow up on both positive and negative feedback you receive
  • ensure that you consider customer service in all aspects of your business
  • continuously look for ways to improve the level of customer service you deliver.

The following are some of the main elements of good customer service.

Customer relationships

To build good customer relationships you need to:

  • greet customers and approach them in a way that is natural and fits the individual situation
  • show customers that you understand what their needs are
  • accept that some people won’t want your products and concentrate on building relationships with those who do
  • help people – even just letting a customer know about an event that you know they’re personally interested in is helpful
  • continue to keep customers aware of what’s in it for them to do business with you.

Improving customer service

Customer service is about giving customers what they want, when they want it, in the best possible way. If your business provides good customer service, you have a greater chance of keeping and increasing your customer base.

Research indicates that it costs up to 10 times as much to attract a new customer as it does to keep an existing customer.

Good customer service can help your business grow by increasing:

  • customer numbers through favourable word-of-mouth advertising
  • the dollar amount spent per customer per transaction
  • the frequency of customer visits.

You can establish a culture of excellent customer service in your business by planning, developing and sustaining a customer service program. Train your staff to give your customers the highest level of service.

Complaints

Listen to customer complaints; you may learn something about your product or service. Let customers know that you appreciate feedback.

Overcome any objections. Listen to what the customer is objecting about (often price, merchandise or time). Confirm the validity of each concern and offer a solution.

Well-managed complaints can benefit your business. Good business owners learn to see complaints as an opportunity to build strong, lasting relationships with customers and improve their customer service. Customer complaints give businesses valuable information about how they need to improve.

The impact a complaint has on your business is largely determined by you.

If complaints are handled poorly, customers may withdraw their business and encourage others to do the same.

Complaints that are handled well may help you retain existing customers and could result in new customers being referred to your business.

Knowing your customer

Customer satisfaction surveys help companies measure satisfaction, identify unhappy customers and find potential advocates.

For most companies, customer satisfaction ratings can have powerful effects. Firstly, they help focus employees on the importance of fulfilling and exceeding customer expectations. Secondly, when satisfaction ratings dip, they warn of potential problems that can affect future revenue.

Customer satisfaction metrics assist with understanding exactly how happy (or unhappy) your customers are.

An effective customer satisfaction survey has 5-10 questions that relate to the service delivery, customer experience and overall satisfaction. Survey Monkey is a good tool to use to carry out all types of surveys.

Thanks for the insights from these related articles;
Principles of good customer satisfaction
How to Find Your Best Customers

 

 

 

This is part A of the A to Z of Business & Website Tips

Fresh articles and website content is an important part of onsite SEO (Search Engine Optimisation done on your website).

Google values fresh content. Fresh content is a significant factor in positively influencing your Google ratings for your website. The logic here is that the more frequently you update your site, the more frequently Googlebot (Google’s crawling bot) visits your site.

All website we design & develop have special functionality installed in the back end so when you publish a new Post, News Article it pings (notifies) the top search engine feeder bots that there is fresh content on your website.

In turn, this gives you the opportunity to achieve better Google rankings. With you adding more & more articles of relevant content on your website, make Google look at your website as an authoritative source of information & this reflects over time in your Google indexing.

Although you can update your site in several different ways (not to mention all the different types of content you can create), writing new blog posts (news articles) is the best & simplest way to generate fresh content that gets picked up quickly by Google.

Writing Good Copy

To write good copy it is best to try & stick with a single theme for an article plus;

  • Make sure the Article’s URL makes sense, it will help Google list the article, eg;
    not like this, www.yourdomain.com.au/uncategorized/1234
    better being, www.yourdomain.com.au/website-tips/articles-fresh-content
  • Articles should be fresh content – NOT Copied Content, unless you take a small extract & link it to the original complete article. In this case, you need to recognise the original author.
  • Try and have the main keywords toward the start of the articles sentence & paragraphs.
  • Make sure you use good spelling & punctuality
  • Start the article with an Introduction (paragraph)
  • Present the Reason for the Articles (Blog / Post’s) existence.
    Your post needs to have a purpose…… It’s to address a specific problem – There’s a problem that needs to be solved
  • Content of article (2 or 3 paragraphs) at least for a short article
  • Explain how the article (Blog/Post) will help address the problem – explain to the reader what the post will provide for them, and why it’s valuable information for them.
  • Conclusion (a paragraph) wrap up the article with a relevant solution, solutions or ideas that the reader can understand & implement
  • Have a Call to acting – if you have a similar situation, contact us today
  • Make sure you use the SEO Functionality embedded in the Post Article Admin Area,
    – Use a relevant Article Title – up to 60 characters, as most search engines use a maximum of 60 characteristics for the title.
    – Use a relevant Article Description – up to 160 characters, as most search engines use a maximum of 160 characteristics for the description.
    – Keywords – add up to 10 relevant keywords or string of keywords.
    – Tags – add up to 10 relevant Tags (words or string of words that appear in the article) no need to use your business name or other common words, Tags need to be relevant & unique to the article content.

Here are stats showing how doing regular articles can increase traffic

First, here are just a few statistics from Kapost to put blogging in perspective:

  • Brands that create 15 blog posts per month average 1,200 new leads per month.
  • Blogs give websites 434 percent more indexed pages and 97 percent more indexed links.
  • Blogs on company sites result in 55 percent more visitors.
  • B2B companies that blog generate 67 percent more leads per month than those that do not blog.

Although these are legit numbers! It demonstrates the impact writing new posts, news articles can have on your Google ranking.

So you don’t have time to write new articles!

Then engage a Content Writer, I suggest that you may want to try Hire Writers

See how little it costs
Hire Writers pride themselves in knowing that they have the lowest prices online and do not sacrifice quality for price. You can rest assured that they can handle all of your written content needs.

 

 

Download the eBook – 7 Steps to Small Business Marketing Success

This is an eBook by John Jantsch of Duct Tape Marketing

7 Steps to Success ebook title

Step 1: Strategy Before Tactics

Step 2: The Marketing Hourglass TM

Step 3: Publish Educational Content

Step 4: Create a Total Web Presence

Step 5: Operate a Lead Generation Trio

Step 6: Make Selling a System

Step 7: Living By the Calendar

Download the FREE eBook – Click Here

 

 

Here are Google’s Handy Tools for your Home & Office

Gmail  –  Fast, searchable email with less spamgmail logo

Get branded email
Personalize your email by getting email addresses at your domain. Create addresses for your team like joe@yourcompany.com

Work from anywhere
Sync and access your email from your mobile phone or tablet. Gmail works across Android, iPhone, Blackberry, and more.

Get 24/7 Support
With G Suite, you get 24/7 phone and email support.

More than just email
Host a video meeting with up to 15 people straight from you inbox.

Google Drive  –  Create, share and keep all your stuff in one placeGoogle Drive Logo

A safe place for all your files

Store any file
Drive starts you with 15 GB of free Google online storage, so you can keep photos, stories, designs, drawings, recordings, videos – anything.

See your stuff anywhere
Your files in Drive can be reached from any smartphone, tablet, or computer. So wherever you go, your files follow.

Share files and folders
You can quickly invite others to view, download, and collaborate on all the files you want–no email attachment needed.

Google Docs  –  Open, edit, and create documentsgoogle docs logo

More than letters and words
Google Docs brings your documents to life with smart editing and styling tools to help you easily format text and paragraphs. Choose from hundreds of fonts, add links, images, and drawings. All for free.

Get a head start with templates
Choose from a wide variety of resumes, reports, and other pre-made documents — all designed to make your work that much better, and you life that much easier.

Get to your documents anywhere, anytime
Access, create, and edit your documents wherever you go — from your phone, tablet, or computer — even when there’s no connection.

With Google Docs, you can write, edit, and collaborate wherever you are. For free.

Google Sheets –  Open, edit, and create spreadsheetsgoogle sheets logo

Create useful, powerful spreadsheets

Make it count
Google Sheets makes your data pop with colorful charts and graphs. Built-in formulas, pivot tables and conditional formatting options save time and simplify common spreadsheet tasks. All for free.

Get a head start with templates
Choose from a wide variety of budgets, schedules, and other pre-made spreadsheets — all designed to make your work that much better, and your life that much easier.

Get to your spreadsheets anywhere, anytime
Access, create, and edit your spreadsheets wherever you go — from your phone, tablet, or computer — even when there’s no connection

With Google Sheets, you can create, edit, and collaborate wherever you are. For free.

Google Slides   –  Open, edit, and create presentations

google slides logoWith Google Slides, you can create, edit, collaborate, and present wherever you are. For free.

Tell stories that matter
Google Slides makes your ideas shine with a variety of presentation themes, hundreds of fonts, embedded video, animations, and more. All for free.

Get a head start with templates
Choose from a wide variety of pitches, portfolios and other pre-made presentations — all designed to make your work that much better, and your life that much easier.

Get to your presentations anywhere, anytime
Access, create, and edit your presentations wherever you go — from your phone, tablet, or computer — even when there’s no connection.

Google Forms  –  Build free surveysgoogle forms logo

Collect and organize information big & small with Google Forms. For free.

Get answers fast
Plan your next camping trip, manage event registrations, whip up a quick poll, collect email addresses for a newsletter, create a pop quiz, and much more.

Survey with style
Use your own photo or logo, and Forms will pick just the right colors to complete your own unique form, or choose from a set of curated themes to set the tone.

Q & A, your way
Choose from a bunch of question options, from multiple choice to drop downs to a linear scale. Add images and YouTube videos, or get fancy with page branching and question skip logic.

Create or respond on the go
Forms is responsive, so that means it’s easy (and beautiful) to make, edit, and respond to forms on screens big and small.

Organized & analyzed
Responses to your surveys are neatly and automatically collected in Forms, with real time response info and charts. Or, take your data further by viewing it all in Sheets.

Google Drawings   –  Create diagrams and flow chartsgoogle drawings logo

Create & edit drawings
You can create and edit drawings with Google Drawings.

Insert shapes, lines or text with the editing tools.

When you’re finished, you can add your drawing to another file.

You can use the editing tools to add lines, shapes, text boxes and images.
Move a shape: Drag it on the canvas.
Resize a shape: Drag the blue boxes at the corners.
Rotate a line: Drag the blue dots at the corners. Lines can be rotated this way.
Rotate a shape: Drag the blue dot that’s outside of the shape. Hold Shift to rotate 15° at a time.
Change fill color, line color, line thickness, or border/line style: Use the buttons above the canvas.
Put text inside a shape: Double-click an enclosed shape and start typing.

With Google Drawing you can do this & more.

Google Calendar  – Organize your schedule and share events with friendsgoogle calendar logo

Change or turn off Calendar notifications
To help make sure you don’t forget an event, you can get notifications on your phone, computer, or by email. You can change your notification settings for a single event, or all your events.

Change your notification settings
The changes you make on your computer also affect your mobile notifications. For example, if you choose a pop-up notification for 60 minutes before on your computer, you’ll also get a notification on your phone 60 minutes before your event.

Syn your Calendar across all your devices
Your changes sync with your computer notifications. For example, if you chose “60 minutes before” on your phone, you’ll get a pop-up notification on your computer 60 minutes before your event.

Google Translate  – Instantly translate text, web pages, and files between over 50 languagesgoogle translate logo

Easy to Translate text
Type text or a website address or browse for the document you want to translate.

Choose the Language from 50+ dialects

Click Translate & then save to file or copy & paste.

Make your website instantly available in 100+ languages – use the Google Translate Plug in

Google Cloud Print  –  Print anywhere, from any devicegoogle cloud print logo

Print anywhere, from any device.
Google Cloud Print is a new technology that connects your printers to the web. Using Google Cloud Print, you can make your home and work printers available to you and anyone you choose, from the applications you use every day. Google Cloud Print works on your phone, tablet, Chromebook, PC, and any other web-connected device you want to print from.

Google Cloud Print works with all printers
But for the best printing experience we recommend that you use a Cloud Ready printer. You can connect a printer to your Google Cloud Print account in seconds, and immediately start printing to it.

Print Anything
Any type of application, on any web-connected device, can use Google Cloud Print. For a list of apps that will allow you to print to Google Cloud Print at home, at work, or on the go, see here. We’ll be integrating with more applications in the future, so stay tuned.

Share Your Printers
Imagine sharing your printer with anyone you choose, as easily as you might share a Google Docs document. With Google Cloud Print, you can securely share printers with a single click, directly from your Google account. Managing printers and print jobs is equally easy.

Need Help Google Cloud Printing
Still unsure about whether Google Cloud Print is right for you? Check out our FAQ. Or, if you’re using a Chromebook, take a look at our Chromebook printing article.

Google Keep –  Save what’s on your mindgoogle keep note taking

Save your thoughts, wherever you are

Capture what’s on your mind
Add notes, lists, photos, and audio to Keep.

When and where you need it
Need to remember to pick up some groceries? Set a location-based reminder to pull up your grocery list right when you get to the store. Need to finish a to-do? Set a time-based reminder to make sure you never miss a thing.

Share your thoughts with family and friends
Next time you go to the store, share your shopping list on Keep and watch as items get checked off in real time. No need for text messages back and forth. Get things done together, faster.

Find what you need, fast
Quickly filter and search for notes by color and other attributes like lists with images, audio notes with reminders or just see shared notes. Find what you’re looking for even faster, and let Keep do the remembering for you.

Always within reach
Keep works on your phone, tablet and computer. Everything you add to Keep syncs across your devices so your important stuff is always with you.

Syncing across your devices requires internet connection.

Keep every thought

Google Hangouts  –  Conversations that come to life. Anytime, anywhere, for freegoogle hangouts logo

Messaging, Voice and Video Calls

Message a friend or start a group conversation
Have a one-on-one conversation or include all your friends with group chats for up to 100 people. Say more with photos, maps, emoji, stickers, and GIFs.

Connect anytime with voice and video calls
Turn any conversation into a free video call with just one tap. Talk one-on-one or invite friends for a group call with up to 10 people.

Stay in sync across your devices
Sync your chats from device to device and keep the conversation going wherever you are. Keep in touch with friends across Android, iOS, and the web.

 

 

 

A busy business owner’s guide to taming an out of control email inbox

Article by Monica Shepherd

Secretly, my ultimate goal is an empty inbox. I create folders and sub-folders and diligently file emails away as soon as possible, or delete anything I no longer need. The thought of my inbox growing massive in number kind of scares me – an irrational fear that if it grows beyond a certain amount, it’s too late to be saved, and I’d just have to give up and let it run wild. Some might call it OCD, I just like to call it ‘organised’.

Sorting through and dealing with emails can become a time-consuming and unproductive task. While ‘Inbox Zero’ may seem like an unattainable goal, a clean and manageable inbox is within everyone’s grasp. Here are my 10 tips for taming an out of control inbox:

  1. Filter
  2. Deal with emails immediately
  3. Dedicate email time
  4. Create folders
  5. Create templates
  6. Create rules

Read the full article…

We added this article to help our clients manage their emails better, reducing the load on their mail server, which helps keep their costs down (increased mail server size = increase in hosting costs)

 

Does this remind you of you?

You may want to make this part of your New Years Resolution

Article by Relaunch Your Life

I had a new client who’d been putting off investing in herself. She’d spent thousands of dollars on her website, business cards and other ‘bright shiny objects’. Mary has a service business and did what most peopAre your excuses working for youle in her industry do to get business and ended up burnt out and not very profitable. Within the first hour in our planning session, she realised she’d been spending 80% of her time on 20% of her clients, who gave her 20% of her business.

In other words, she spent most of her time focusing on the least profitable clients. She had been in business for 15 years and it was taking it’s toll on her physically and mentally. Mary has recently turned 55 and she eventually wants to wind back from her business, even sell it however no-one would buy it or manage it because everything is in Mary’s head.

Mary also discovered that she had already done the hard yards and could clearly see how she could easily quadruple her profits and work much less, but only if she did the following. Mary needed to:

1) Manage her time.

Read the full article …

 

Web Photo Resizer is so simple & easy

Web Resizer banner

Web Resizer control panel

Easy to use Control Panel

Web Photo Resizer makes editing photos faster you can;

  • reduce image size
  • crop photos
  • sharpen
  • resize – change width and height
  • rotate
  • adjust contrast, brightness, saturation
  • convert photo to black and white
  • add a border
  • no registration required
  • & it’s free!

Website address is http://webresizer.com

Web Photo Resizer How to Guide

Reducing image size is important so a manageable file sized image can be uploaded & used on your website. As the larger the image file file size is it loads slower & used extra storage space for no useful purpose.

Web Resizer resize file size

Cropping images is very handy when you only want a section of the original image.

Web Resizer cropping image

Adjust image contrast, brightness, saturation & convert photos to black and white

Web Resizer gray scale

Adding a border to images

Web Resizer framing an image

Rounding corners of images can greatly enhance the image on your web page.

Web Resizer rounded corners

Do these and more image editing fast and easily online at Web Resizer

 

In our era of advanced technology and high-speed Internet connections, you can find information on virtually anything.

In the space of just a few minutes, we can find recipes for the tastiest pie or learn all about the theory of wave-particle duality.

But more often than not, we have to sift through a vast body of knowledge to get the information we need, and this can take hours rather than minutes.

This is why Bright Side has put together a list of the most effective methods for searching Google to help you find the precious material you’re looking for in just a couple of clicks.

1. Either this or that

Sometimes we’re not sure that we’ve correctly remembered the information or the name we need to start our search.Search Secrets

But this doesn’t have to be a problem! Simply put in a few potential variations of what you’re looking for, and separate them by typing the “|“ symbol.

Instead of this symbol you can also use ”or.” Then it’s easy enough to choose the result that makes the most sense.

2. Searching using synonyms

Our language is rich in synonyms.

Sometimes this can be very convenient when doing research online. If you need to find websites on a given subject rather than those that include a specific phrase, add the “~” symbol to your search.

For example, if you search for the term “healthy ~food” you’ll get results about the principles of healthy eating, cooking recipes, as well as healthy dining options.

3. Searching within websites

Sometimes you read an interesting article on a website and find yourself subsequently wanting to share it with your friends or simply reread it.

The easiest way to find the desired piece of information again is to search within the website.

To do this, type the address of the site, then a key word or entire phrase from the article, and it should come up immediately.

Continue Reading…

Source: 10 Ways to Search Google for Information That 96% of People Don’t Know About

 

 

Yes, that’s right!

We all love to get a bargain – I think that it is just human nature.good cheap or fast

We love to shop around and save a few bucks here and there.

It feels like a little victory at the time when you save some money.

History has shown me over 16 years offering quality Online Solutions

Many small business owners try

  1. the cheap guy or girl, some are family members or neighbours, who you really can’t say no to as you want to encourage them.
  2. The others are those smoooooth or fast talkers.
  3. That cheap Indian or Filipino guys that rang or emailed you.
  4. Or those cheap DIY websites that have cheap shared hosting & you need to redirect your domain name to view it, like WIX,  Vista Print & Square Space etc…

So many times the new website either don’t perform, the business doesn’t get support and normally that happens soon after the website is finished (if it gets that far) the business owner can’t contact the web developer or just doesn’t give the support that the business owner thought they paid for.

Never has it been seen to get a Good, Cheap & Fast job done at the same time.

You need to choose:

  • Good & Cheapit won’t be fast
  • Fast & Goodit won’t be cheap
  • Cheap & Fastit won’t be good

We have cost effective, web solutions with ongoing life support & have done of over 16 years.

If you want peace of mind with your online exposure contact us today