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Further
Reading ...
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You Know You're Too Ethical When... - Judith Kallos
Yeah, TOO ethical!? Lately, with some of the issues I've had to deal with in my day to day business activities it seems I am one of the rare few who is concerned about proper ethics and is naturally inclined to react with integrity. The last straw...
Decentralize the Workforce... Telecommuting can provide a safe work environment - Edward B Toupin
In the wake of the terrible tragedy in New York and at the Pentagon, perhaps we need to reevaluate the way we handle and position our workforce. The World Trade Center was a huge target containing a congregation of thousands of individuals and...
Pricing Your Service or Product: Things To Ponder Part 2 of 2 - Maria Marsala
Life is all about making choices and growing. The same hold true with pricing your product or service. Use the articles below to assist you as you make informed decisions about price structure. Special thanks to the articles authors who provided...
HI-Rel Corporation Selects EZ-MRP - Rocky Smolin
E-Z-MRP, the leading manufacturing software system for small manufacturers, announced a new pricing and product structure. According to Rocky Smolin, founder of Beach Access Software, makers of E-Z-MRP, “We see a distinction between those small...
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Complaints and Questions Can Help Your Business Grow
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Written By:
Lisa Lake
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How many mottos for service companies have you heard that claim
"We Listen to Customers"? Ignoring customers is like ignoring the
brown speckled leaves on your tomato plants. They both feed you.
But every business gets customers who complain about a product,
service, new look, price hike, or change in policy. Are they just
whiners, or have they put some thought into their opinions?
Consider Complaints Carefully
I'm that kind of customer that likes to make suggestions for
improvements when I shop. I do it kindly, I believe even
intelligently. With a marketing background I can't stop myself.
Be tolerant with this sort of consultant/complainer. My dad is
one, too.
Take, for example, the egg department at Megagrocery Store. You
could call it scrambled, week after week. The little plastic
prices are half broken off the shelves, never repaired. The sign
overhead is crammed with more little plastic numbers and
undecipherable abbreviations. The whole situation makes me doubt
whether they ever change the prices, even though their grocery
flyer claims week to week sale prices. At Smallergrocery Store a
mile away, they switch out paper signs above the egg racks every
week. The simple signs are nicely handwritten on thick colored
paper. Disposable. Inexpensive. No-brainer.
THIS WEEK! LARGE DOZEN, 99 CENTS. I grab one and head off.
I had to point out the unnecessary egg chaos to management in
Megagrocery. The problem? It's much too difficult for the busy
shopper to decipher egg prices. The solution? Easy! Apparently he
didn't like my telling him how nicely his competitor does it,
because he didn't change a thing. (Or ask his vendor to.) But
sometimes I get results.
Watch out for the mere grumblers. Those with chronic
complainitis.
Every time my family went to dinner with my husband's
grandparents, they whined about having to choose between soup OR
a salad with the entrée. "You mean you don't get BOTH? Really?"
The grumbling went on for whole minutes, their complaining more
acidic than the lemon in their ice - continued below ...
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continued ...
tea. Diners all around us
ordered with ease and enjoyed their dinners. It had been a long
time since restaurants had offered both, especially at your
Chicken Fried Steak for $5.99 kind of a place - and they knew it.
But Gramma and Grampa were STILL unhappy about it, and always let
waitresses know.
So when you get complaints does it mean you made a mistake or
that it's time to change a product or policy? Not necessarily.
Is the complaint coming from an isolated individual or a very
small group of customers? You can't please everyone. You may be
pleasing a large group of customers (who you don't hear from)
while the same policy brings complaints from a few.
Watch for the Same Question Over and Over
One of the best gifts your customers can give you just happens to
be among the most annoying. From time to time you will notice
customer after customer asks the same question.
This happened to my employer when just about everyone who
inquired about his press release service wanted to know if they
could approve the release before it was sent to thousands of
media. Soon after that a new web page paragraph in bold red
letters proclaimed, "We send your release to you for your
approval BEFORE it goes to media." Sales jumped.
Recurring questions in your business can lead you to correct an
oversight. That can give sales an immediate boost.
Ads often declare, "You asked for it. Now we offer Product X!"
Business is, after all, about pleasing customers. Currently I'm
"consulting" my grocer on the benefits of reduced-fat salami.
Half the fat but excellent taste. Can't they find a vendor
please, and soon?
About the Author
Lisa Lake provides marketing advice and writes web copy, sales
letters, articles, ads, and press releases.See her free tips at
http://MyAdBlaster.com and catch advice from the staff at
http://InternetWriters.com Quick turnaround on writing from
classified ads to ezines and ebooks. Reach Lisa at
lisa@drnunley.com or 801-328-9006.
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| _Additional Resources ... |
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What does it take to become an Internet Marketer? - Joanne King
I have heard many people say all it takes to make it in Internet Marketing is desire. Well desire definitely plays a role in it. In fact it’s the first thing you need in order to get started and if your reading this article then I’m assuming you...
Choose The Right CPA For Your Business - Maria Marsala
CPA's are more than just individuals who do your yearly taxes. They can advise you a long list of other services, which may include advice on your accounting system, financial, retirement, estate and tax planning. CPA's are part of a business...
Like It Or Not, You Have A Score To Settle! (Part 1 Of 2 On Credit Scoring) - Www creditandyou com
Just when most people finish with school and can stop worrying about test scores, there’s a new kind of scoring that enters the picture. It’s called credit scoring. And, its impact on your financial future can mean more to you than a college degree....
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