| Newsletter 2009 - March |
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Welcome to the March 2009 issue of EZSteps! ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ A quarterly e-zine with tips for career and business success while still having a life! Susan Urquhart-Brown, M.A Career and Business Success Coach Author of The Accidental Entrepreneur: 50 Things I Wish Someone Had Told Me About Starting a Business (American Management Association, AMACOM Books, May 2008) Order at www.careersteps123.com ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Cultivate an Attitude of Gratitude When things aren’t working the way you want, shift your focus to what is working. This may sound “woo woo,” but I have found that when I encourage clients to approach all business dealings with the attitude of gratefulness, and shift their focus to what is working well, they are able to see some new possibilities previously overlooked. While you’re at it, thank your clients and customers for choosing to do business with you.
We all know that quick fixes don't work in any field and that is the same for your business. If you want to make change in your business, it requires planning ahead and implementing your strategies consistently. Also, don't fall prey to the "doom and gloom sayers." Know what's true for you, your business and your clients.
1. Nurture your best customers: A rule of thumb is that 80% of business comes from 20% of your customers. How do you nurture them? Appreciate them. Genuine gratitude generates good will and builds relationships. Send a personal thank you note, email, phone call and deliver more than expected. Take the time to get to know your customers. Listen and market only what you know is of interest to them. Be a resource, responsive and don't make excuses. Make it easy and fun to do business with you. Your customers will think twice about making a switch to someone else and happy customers refer their friends, family, and colleagues 2. Customer Survey: Include a survey with your mid project invoice and to all your customers at least once a year. Make the survey simple. How: Include a simple checklist and two questions such as "what's working" or What do you really like about our service?' Also include "How can we improve our service?" These questions are open ended to give you a variety of responses. Email surveys work best because they are easy and qauick to fill out and send back. Also, you can include an incentive so that more customers fill out the survey. Why do a survey? Wouldn't you like to know if something is not working for your customer before the end of the project so you can fix it and have a satisfied customer? The feedback is also a great source for testimonials (note: always ask for permisiion to use a customer's feedback as a testimonial.) I recommend a yearly survey because it helps you avoid what i call the "head in the sand syndrome." Instead of wondering why your customers aren't referring others or do not return, ask them. You will then be able to make smart decisions about how you might make improvements. 3. Know How Your Business Stands Out Ask yourself these questions: 2. What success stories show how I work with clients? 3. What do my clients say when they recommend me? Then, incorporate your answers into your core marketing message in your presentations, website, and all marketing materials. This is your You, Inc. Brand.! Walk out with a concrete vision, doable goals, and a one year biz plan draft. March 25: 8:30am-11:30am, Oakland, CA $120 For more information and to register, call 510-654-4352
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