Business Blog | Lilamitre-arte.com

As a customer, I know what it’s like to be on the customers side of the counter. You want to turn over your hard earned money for goods or services. You are then confronted with attitude, rudeness and utter disregard for just how hard you have worked for your dollar. Either the service is slow and the quality of the goods are poor, or worse the company you are patronizing rigidly enforces poor policies for handling customer issues.

As a business owner I realize the cost of poor service. Poor service decreases impulse purchases, leads to a reduction in repeat business, causes lack of referrals and negatively impacts customer relationships. When you are trying to build a business in a competitive market each of these are critical to your success. In an environment where customers have a dozen or more purchase options it is imperative that great care be taken to build your business.

How are you doing at building your business with customer service? Consider how you would handle the following customer interactions:

(1) A customer purchased a $10 item and now wants to return it. Your policy is no refunds. This a customer who has shopped your establishment many times. Do you return the item or enforce the policy? If you must, gently remind the customer of your policy, but you should absolutely refund or exchange the product to the customers satisfaction.

(2) When customers enter you business are they greeted warmly or ignored? At the very least do you make eye contact and smile? A warm and hearty “Hello” will fit almost any environment. Do this with each customer. A smile would be the icing on the cake.
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Business Cost Savings Through Safety

Setting a health and safety program in place will reduce costs. Having a program will reduce accidents and will lead to lower company worker’s comp premiums; further business insurance companies prefer their customers to have health and safety programs. These insurance companies might even discount the premium if a program can be proved to exist. The average cost of an accident is $68,000. Direct costs in accidents such as worker’s comp and fines levied can close a business. Indirect costs such as low morale of employees, legal fees, and retraining can be as costly if not more.

A working program will:
1) Improve employee morale – Shows care in their well being
2) Reduce revenue loses – Fewer accidents keeps all employees at work
3) Give a boost to the customer – Makes sure business is operating optimally

Small businesses that have a voluntary health and safety program in place have fifty percent less accidents and reported insurance claims than that of their counterparts according to OHSA stats. Most small businesses fall below the legal requirements for having a formal health and safety program in place due to number of employees on staff. Sixty eight percent of reported accidents are in the service industry which shows even businesses such as retail establishments are not free of accidents.

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I have become a huge Apprentice fan. Thursday evenings you’ll find me glued to the television, excited, focused and wondering who will be fired next. I’m willing to bet that many of my readers share that obsession.

Whenever I talk about Getting Past the Palace Guard, the secretaries, receptionists, assistants, voice mail, anyone and/or anything that blocks access, I’ve taken to pointing to Donald Trump. The question I ask: “If Donald Trump were to call your prospect and that prospect’s secretary were to say to him, ‘What is this in reference to?’ what do you think Donald Trump would say?”

This question always occasions much conversation. The general consensus of opinion, however, is that Donald Trump would probably say, “This is Donald Trump. Is she there?”

Another example: If Barbra Streisand calls Steven Spielberg at DreamWorks and Steven’s secretary says to her, “What is this in reference to?” here is what Barbara will not say: “I’m a singer and an actress and a producer and maybe you’ve seen some of my movies?” She would probably say, “This is Barbra Streisand. Is he there?”

I know that many of you will now say to me, “But Wendy, I’m not famous.” It doesn’t matter. I’m willing to bet that Donald Trump and Barbra Streisand would have said exactly the same thing 30 years ago before they were famous. I’m willing to bet that 30 years ago they had almost the same self-confidence, assurance and sense of entitlement that they have now. It was that self-confidence, assurance and sense of entitlement that helped them get to where they are now.

Let’s switch gears for a moment and talk about your prospects. What type of people are they? They are bosses. What does it mean to be a boss? How does a boss behave? First of all, bosses are decision-makers. That’s what we call them and that’s what they do. They are used to making decisions. They also have at least some authority to be able to implement their decisions. They give direction and expect the direction to be followed. More than likely, at least in their business persona, they have self-confidence and assurance. These are all traits that bosses or leaders share and these traits influence how a boss or a leader behaves.
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I have been trying to think about how I can talk about this subject and address it in a way that would be fair and balanced without injecting too much personal opinion and have decided to first talk about the types of groups and then later on be more specific. It is important to remember that you will have preferences that may not align with mine, but that each of us share a common goal in our networking. More business and possibly more friends.

So lets begin by analyzing the various types of groups. There are many different types of groups, but it is easier to categorize them by the meeting format rather than using individual categories like chambers of commerce or women’s groups.

Most groups fall under one of 4 main categories. These are Social Networking, Business Networking, Leads Groups and Networking with a Program.

Social Networking

Social networking is a part of our daily lives whether we realize it or not. Each time we attend any function that involves a group of people we are networking on a social level. Whether we are attending a charity event, going to a party at a friends house, going to a religious service, or attending an organized social networking event, we are in a networking environment.

In most cases a large part of participation in these groups is not related to business. However, there are always opportunities to meet people who could be or know prospective clients. When you attend these types of functions, it is advised to have some business cards in your pocket in case you meet someone else who is networking for their business, but remember that business networking is not the primary purpose of the function, so be very casual in the way you approach others about your business.

Social Networking Tip:

Never assume that any individual at these functions is not a good prospect for your business. You will find many opportunities there. It is just good to remember that people are there for many reasons and may not want to talk about business.

Business Networking

Believe it or not there are very few groups or organizations that are simply “business networking groups”. This category, for the purpose of our discussion is reserved for groups that do not have speakers or programs. An example of business networking would be similar to a chamber of commerce after hours. In business networking, you simply gather together with other business associates to talk about your businesses.

I find it much better to have a lot of time to talk to people about my business rather than have a brief period to talk and then have to sit down and listen to a program. This format enables you to really get to know people in the allotted amount of time. In some cases you can even do business with someone who you have met for the first time.
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