Has business been slowing down? Regulars aren’t showing up?

It’s easy to blame outside sources before looking internally. Sometimes and most of the time the issue stems from inside. The number one aspect that gets overlooked is customer service. You can put all the money you want in marketing and advertising but if customer service is bad nobody will come back. Here some do’s and don’t when it comes to customer service.

 

Fine line between friendly and professional

Your staff is going to be a reflection of what you want them to be. The training they receive is going to have a direct impact on how they treat customers. Being friendly is always good but you don’t want to have the same type of tone as you would with some of your friends. Hey, what’s up and hi, how are you are completely different. They are both informal salutations but the second is more appropriate. You have to keep in mind the type of business you are running or working at. Even though this might seem like an easy fix. It is one of the things that is commonly overlooked.  

Know who you are talking to 

Your customer base is going to be different. With some people, it is better to speak formally while others prefer speaking informally. Good afternoon ma’am vs hi, how’s it going can change someone’s mood in a few seconds. Talking to your customers in a way that makes them feel comfortable will make them more welcome which in turn makes them inclined to spend more. 

 

Respond to reviews and comments

Whether someone leaves you a review in person or online try to get back to that person ASAP. If it’s a positive review make sure you thank them for the kind words. If it’s a negative review offer a solution to the problem and ensure the issue will get fixed. Not doing anything will show that you don’t care.

Show interest in what people have to say about your business and get back to them as soon as possible. People like to be heard and if it feels like you are ignoring them, that will become your worst nightmare. People will stop purchasing from you, they will leave negative comments and bad word of mouth spreads like a wildfire. 

Customer service will make or break you

Customer service is one of the most important aspects of any business. If people don’t like you they probably won’t buy from you. You don’t have to be a people person to treat your customers with common decency. It is about an exchange in value. You provide a product/service but if it weren’t for your customers you wouldn’t be in business. Always show some appreciation even if it’s just a simple thank you. 

Think of ways to show appreciation

Everyone likes a good deal. Throw in some deals and coupons to show some appreciation. Start a loyalty program to get people to come back. These might seem like small things but they can make the biggest difference.  Incentives can help you drive sales. If you and a competitor offer the same product or service throw a good deal then convert them with your customer service. 

 

Customer service is one of the most important aspects of any business but always seems to be the one aspect that gets neglected. Most of the time management knows there is an issue but doesn’t confront them. A bad situation arises and then something is done but by then it’s too late. Don’t make the mistake of waiting until a fire starts. Help prevent the fire and foster good customer service. 

special deal image

Urgency sells and what you think has a time limit most likely doesn’t. Retailers in all industries use this tactic to get you to buy immediately. To be honest it works!! If you see a time limit on a website, you are more inclined to buy because you think there is a limited time to buy before a deal is gone. How can you use this to your advantage? Let’s take a look.

 

Urgency sells

Urgency makes the world go round. Nobody wants to lose out on a deal they think won’t come around. Most of us have visited a website with an expiring deal, timer, limited supplies or all of these combined. It’s a sellers way to create urgency in a product. In very few cases it might be true. For the vast majority of products, there is no urgency to buy.

 

Implement your own urgency tactics

The first and most basic thing you can set up is creating an expiring deal. This can be done with a banner or image. Essentially, they are both the same just different dimensions used. The deal can last a few months, days, hours or maybe even minutes if you want to ramp up some sales.

 

Suggestions

 

Banners

A banner can be implemented on your header or footer of your website.

Countdown timer 

An expiring time clock is very useful because it creates a visual that is constantly updating and created a big sense of urgency.

Countdown timer clock counter. Flip vector timer template. Display information of minute, hour. Scoreboard info.

Image

A simple image does the trick. You can create a simple graphic in photoshop or even use a template from a google search.

Create urgency with your best-selling products

Pick and choose the products wisely. It might not be the best idea to create urgency with a product that has very low margins. If you are going to implement these tactics make it worth your client’s time and yours as well. This way you can make the expiring deals you are creating.

Now, this isn’t a one size fits all so maybe if your best seller isn’t a high margin product you can still use these tactics on those products. You know your products the best so see what works best for you.

No one wants to miss out on an exclusive deal that won’t last. Creating a sense of urgency for something people are looking for can make people seal the deal. Take advantage of this deal because it’s only going to last within the next hour. If you see this with a time clock you are more likely to buy because it creates a sense that the deal won’t last.

P.S. if you haven’t noticed sometimes you go back to check if the deal is gone but… It’s still there. Sometimes a better offer is implemented, or the time clock is extended. Stay on the lookout. 

What makes you different, unique, and most importantly why should someone pay money for what you have to offer. If you have an ice cream truck and know for a fact that you are the only one who sells delicious chocolate fudge brownie ice cream that should be your main selling point. Your unique selling point is what makes you stand out so why don’t you use it to your advantage?

 

We live in a world where competition can be highly saturated in most industries. Everyone seems to be doing the same thing which is outdoing competitors by cutting prices. While that might work as a short term solution, that won’t build a sustainable business in the long run. 

Make it personal 

As good as a product can be if there is a story behind it more people can relate to it. Maybe you are a single mother or father, you play the guitar, your favorite snack is a pretzel. These interest might seem ordinary but if you can relate to other people and help others understand that you are not so different, it’s a game-changer. People begin to make an emotional purchase because they can identify with a human being and not just a product. 

Don’t just cut prices

As tempting as it can be to undercut your competitor and get a client, it won’t allow you to grow a sustainable business. Your unique selling point can help you beat your competitor especially if they are slashing prices. If you know you offer a premium product because of premium materials, use that to your advantage. Make it known that that is what you’re known for and that’s why you charge more. 

Be social 

Social media is constantly growing. Fewer people are watching traditional media through tv. More and more get their information on through their phones and social channels such as Instagram, Facebook, and Twitter. These channels are perfect for reaching your customers and getting more clients. 

Trends come and go but you shouldn’t

Take advantage of what’s happening now!! Is it super bowl weekend, World cup, tennis, or any other event. Create content around those events and incorporate what you do in that content. Take advantage of what people already talking about and bank in on the millions of viewers. 

When it’s all said and done focus on your unique selling point. I recently went to a local burger joint and the burger was probably one of the best I have had in a while. Nowhere did they promote any burger on their website, social media, or menu. It might seem like the obvious thing to do but sometimes we get caught up in everything else but what we do best. So focus on what you do best and promote it like no other. 

 

Marketing is not Facebook, Instagram, or Google ads. Marketing as described by the American Marketing Association is “the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.” Let’s get into exactly what that means

Marketing channels vs. Marketing

Facebook, Instagram, Google ads, direct mail, etc… These are marketing channels and not marketing. Marketing is the act of targeting a specific persona in order to fulfill a certain need or want that they have. You use mediums such as google ads, direct mail, and social media to achieve your goal. 

Color Psychology  

Marketing is much more than just throwing money into paid ads and just hoping for the best. It is about defining your goals and creating a strategy that can help you achieve those goals. Colors help to set a mood. Red, for example, helps promote passion, excitement, and intensity. While blue can instill trust, security, and wisdom. Color psychology can have a significant impact on how your audience perceives who you are.  Elegance, love, intelligence, honesty, and power are certain traits people can associate with different colors. 

Words are powerful 

A simple change in words can mean the difference between converting a client and creating a lasting relationship. Would you rather buy a gym membership? Or Invest in a healthy future? Words can have a psychological impact on the way your message is received and interpreted.

 

People purchase with emotions

Emotions can make people do things they wouldn’t normally do. Are you sad? Then you should buy some chocolate ice cream to help cheer you up. Graduations, birthdays, and weddings all involve emotions. The better your message helps convey those emotions, the more likely you are to connect with your audience. 

Target audience 

You just created a Facebook ad and spent over $100 dollars in one week but got no results. Does that mean that Facebook ads don’t work? Not exactly. Just throwing money into an ad won’t get you results. Figuring out who your audience is and creating a persona is the first step before getting started with any ad. If you don’t know who you are selling, to then why bother? 

 

Everything done in a marketing plan should have a purpose. The colors, text, and emotions used can all help influence people in a positive and negative way. Defining who you are targeting can open up endless possibilities because that information should allow you to zero in on what your audience likes and dislikes. If you can focus on what they want and deliver a message that they believe in. You are one step closer to achieving a long-lasting relationship. 

 

 

When its all said and done content writing is storytelling and copywriting is sales. No matter how complex you want to make the difference between the two it’s as simple as this. What’s best for your business depends on what you are trying to achieve. Let’s take a look at content writing and copywriting. 

 

 

Content Writing is storytelling

If content writing was a sandwich it would be the meat of the sandwich. It tames your hunger and makes you want more as you enjoy each bite. Content writing can be the bulk of your presence online. It can come in the form of an informative blog post or article or maybe the information presented on your website. Content writing allows you to engage with your customer and allows them to get to know you, what you do, and why they should invest in your service or product. 

Just like when you meet someone new, you have to warm up to someone, get to know them, and build trust. Content writing allows your business to build trust. If done correctly telling your story to your audience will allow you to connect with others and provide value. 

 

Copywriting is sales 

The cherry on top is copywriting. It’s what hooks you to try or buy something. Sales is the name of copywriting. A call to action and persuasion is the main focus when it comes to copywriting. Well written copy should persuade someone to take action and make a purchase.

 

Which is better content writing or copywriting? 

Your business should be applying both content writing and copywriting in your business model. Nobody likes going to a car dealer and getting pushed into buying a vehicle. They talk to you, invite you for some coffee, then they hit you with their sales pitch. Content writing breaks the ice and lets your audience get to know you and becomes the gateway for trust. Copywriting seals the deal and becomes your sales pitch that helps encourage someone to buy. 

 

You want to follow your audience through the buyer process and use a combination of both content writing and copywriting. By doing so, you build trust and don’t make it seem pushy at the beginning when your customer is just starting to get to know you.