Small Business Diva

October 16, 2008

When Customers Want What You Don’t Have

Filed under: Marketing Tips,Small Business — smallbusinessdiva @ 4:57 pm
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How many times does someone ask you for a particular product or service that you don’t supply? Sometimes it’s not viable for you to provide that product or service, but do you take time to consider it?

I was recently chatting with a group of friends about how difficult it can be to get a particular health product. Each of us had a similar experience with a variety of health products – none of the local health stores sold them, nor did any of them have any suggestions as to where we could find them. In my case, another friend also uses the same product and found a supplier across town who has online ordering facilities. I now buy my supplies through this store, as do several other friends I’ve recommend them to.

Mind you, if the local store had offered to try to locate and stock the product, or order it in for me, I would have recommended them to all my friends and they would have increased their customer base and sales. In fact, I no longer buy anything from them as I can now get everything I need in one place… without even leaving my home.

Annette Piper makes the most stunning gemstone jewellery and has received many requests for rings. Although she didn’t make rings, she does now! This is a perfect example of listening to what your customers want… and giving it to them.

Here’s to your success in business,



October 13, 2008

How Do You Disagree With Clients Politely?

Filed under: Small Business — smallbusinessdiva @ 10:11 pm

This is an interesting topic and one that most business owners will face from time to time.

It’s important to remember that we don’t always have to agree with each other but if you want to get your point across, there are ways of doing so politely and in a way that you are more likely to come to an amicable agreement.

Disagreeing with clients… the nice way! by Tash at Word Constructions is well worth reading and gives some good tips on the topic.

June 9, 2008

What Do You Do When Someone Is Disappointed In Your Product Or Service?

Filed under: Marketing Tips,Small Business — smallbusinessdiva @ 6:04 pm

While reading the Pink Heels blog I came across a post about Jennifer’s disappointment with the Wii Fit Yoga. Reading this made me think… what do you do when someone expresses their disappointment in a product of service you provide?

Some businesses will offer a refund, others will apologise that the buyer was unhappy (note – not necessarily apologise for the product). Then, when the customer has left, they may dismiss the matter entirely.

If someone expresses their disappointment in one of your products or services, by all means do what you can to rectify the situation and build your customer relationship. But after that, don’t take it to heart nor dismiss the dissatisfaction. Seize this opportunity to learn and improve.

First, is the customer’s dissatisfaction warranted? Have other people made the same statement? Have others asked for a refund?

Then it’s important to look at how you can use this feedback to make sure the mistake doesn’t occur again (if in fact there was a mistake made) or to improve your product or service.

In the case of Jennifer’s feedback, if the maker’s of Wii Fit Yoga were to read this post, how would they react? It would definitely be worth their while to take that feedback on board and look at how they can improve the Wii Fit Yoga, thanking Jennifer for her valuable feedback.

By doing this, you are not only showing your customers that you are listening to them, but you’re also ensuring that you provide a high quality product.

Here’s to your success in business…


December 3, 2007

Free worldwide shipping – part of great customer service

Filed under: Marketing Tips,Small Business — smallbusinessdiva @ 10:04 am
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Recently I helped one of my clients write their company’s Customer Service Policy from scratch. They sort of had an idea of their customer service policies in their minds, but nothing was formal and nothing was written down.

I really enjoy writing policies like this because my clients have to sit down and think about their overall aims and objectives, their image, their customers. As we progress, they gradually come up with innovative ideas and form clear guidelines as to how they look after their customers, loyalty programs, how they can add value for thier customers, etc.

So when I was reading a blog post at Annette Piper Jewellery yesterday, her post about free worldwide shipping really caught my attention. Annette explained that she recieves so many lovely comments from international would-be customers however the cost of shipping her exquisite jewellery overseas prevented many of them from buying. So… she introduced free shipping. What a great idea!

What do your customers want that you don’t already provide? Can you offer that to them? Let me know what unique ideas you come up with.

Here’s to your business success…

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