I’m not the only one…

You might remember my last blog “Pricing Wars” focused on customer service.

As, you see below, I’m not the only one who realizes that superior customer service is the way to grow your business.

Manta, an on-line business resource recently sent this daily reminder…

“Beat the Competition With Better Service”

“Contrary to popular opinion, most purchasing is not based on the lowest price. Service is a key component in many buying decisions and can take many forms: shorter turnaround in shipping, a customer-friendly website, dealing with problems quickly, admitting, correcting, and paying for mistakes. Excellent service almost always wins out in the end.”

I like their focus on having a customer friendly website and efficient shipping — these are two aspects of customer service that might get overlooked by companies.

As a side note:  Be sure to list your business with Manta.  It’s a great way to receive useful tips, and your business will be visible in search results.  I’ve noticed that, depending on the industry, a business listed with manta is often on the first page or two of a Google search.   www.manta.com

Pricing Wars

It’s easy to get caught up in them…

You see it a lot in retail.  And, for the consumer it may be a winning situation.  But eventually, someone ends up the loser.

If you see this happening in your industry, refrain from joining in.

Instead, work on the quality of your product or service.  In the end, value wins.

For a New Year’s resolution that’s “quality” related…find your customer service flaws and fix them.

No one is perfect, but treating your customers well and responding to problems quickly and pleasantly is one of the most important aspects of any business.

In the next month, randomly contact a few customers who had issues in 2011.  They will be impressed that the owner called.  Ask them for candid feedback on how their problem was handled.  Let them know what you will do to change things.  Then follow-up on any needed changes.

You’ll be amazed at how easy it is to keep customers and find new clients when your service quality is high.

Treat your customers like they are priceless — they are.

Watch for more posts over the next month for customer service tips you can teach your staff.

Happy New Year.

Black Friday Craziness

Before I get into the core content of my blog, I’d like to take a minute to give thanks.  Thanks to my clients, my blog followers, and to everyone else who makes my life wonderful and fun.  So, thank you for all the blessings you bestow on my life!

OK, now for my Black Friday comments…

Like most other humans, I love a good deal.  I buy very little at full price.  And, as we know, most retailers rely on Black Friday as a catalyst for their holiday season.

But this year, despite all the hype we hear from the big box stores, try to “stay local” when you can.

As a small business owner yourself, think of the small retail shops as your top destinations.

My family has made a tradition of shopping at local antique malls or going gallery hopping on Black Friday.

We find the shop owners warm and the atmosphere friendly.  There are some crowds, but nothing crazy.  And, we find wonderful, one of a kind gifts for family and friends.

My oldest daughter has a great collection of antique (from the 70′s) jewelry.  Her friends are always asking her where they can find these items.  At this point, these pieces are pretty much “one of a kind”.  This makes her very unique in her friends’ eyes.

We’ve gone to glass blowing shops where you can make your own ornaments.  And, we shop for small, hand-made items from local artists.

None of this has to be too pricey, you can still get a “deal” when you look for it.  But, in the process, you are helping a fellow small business owner, and giving really unique holiday gifts.  Give it a try.

Happy Thanksgiving.