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When businesses do attract new customers, it's now a lot harder to keep them. The web has enabled your customers to shop the entire planet for the best deals and bulk buys. This means you the business owner must work harder and smarter to keep your customers.
Studies show that consumers have a low tolerance for bad service. You can see this pattern so strong in salons, after about three negative experiences, customers will abandon your salon. (Check out your card file or data base) Just recently surveys by American Express show how Australia rates extremely low in Customer Service.... Yes, many Business owners have Blind Spots and cannot truly see what is happening. This is where I strongly recommend using Secret Shoppers in your business to see how you are rating.
Often it's the issues related to service or your support that will break the loyalty chain, between your customer and your business, whether you are a brilliant hairdresser or not.
So Stop Pushing Products or Services. No one cares, or wants to be sold anything..... my last visit to a Hair salon, as I walked back to my chair there was a massive push to have a treatment. Now let's face the truth, it wasn't because my hair really needed a treatment, although a lovely scalp massage would of been great. It was because my stylist had sold highlights to the client after me and she was running behind...Come on guys!
"Shoppers are calling the shots"
For those Small Business that strengthen relationships with new and existing customers will differentiate themselves and dominate as the economy recovers.
Now people don't care about products. But that's what most advertising or salon promotion is about - product message or company message, not your skills or relationship. People do care about themselves and care deeply about solving problems.
In your role as a business person, providing goods and services, there should be only three reasons for clients to do business with you.
1. To help identify or clarify their emotional needs for your product or service (so they'll buy).
2. To become more knowledgeable about your offering (so they'll be clients who return again)
3. To feel inspired by your understanding, relationship and services(so they'll refer others to you)
That's it Period.
Everything you do and say, everything clients see, perceive and read about, should be focused on one or more of these things. Why? Because there's nothing else you want from your clients.
Am I right?
Do you care if your clients are impressed with you?
Do you care if they think your Lexus is a nice car?
Do you care if they like your picture in an ad?
If you do, I've got bad news, because you're concerned with the wrong things. Impressions and cars and attractive photographs of your awards are non - income producing concerns
Just stand back and listen to the conversation in your salon or any small business as a matter of fact.
Where is the focus?
Are you or your staff losing sight on what their real roles and responsibilities are?
As harsh as I may seem there are only three good pitches: sales, return on investment and referrals or recommendations.
Let's face it; you want people to seek you out for your services and business atmosphere rather than the products you offer... both now and in the future.
Many years ago I had the opportunity to visit Disneyland. This extraordinary experience even thirty so years later is still embedded in my mind. When you understand, how their philosophy has been embodied by all team members, how proud they are to be working there. May be this is something all business should look at, and then we won't rate so low in customer service.
When YOU Do What You Do So Well Then People Can't Resist Telling Others About You!
Ask yourself "Are my services meeting my client's needs, wants and desires consistently?" Then have look at your data base and see the life time value of your clients; how many are not continuing to return to you, can be a tough reality check I know, however that was the start of my difference in increasing my profit.
This is one area that all staff needs to be enrolled and really learn how to communicate with their client.
Remember: this is your business and will have a major impact on your life. Take control of it and do only the things that leads you positive results.
Often it's the issues related to service or your support that will break the loyalty chain, between your customer and your business, whether you are a brilliant hairdresser or not.
So Stop Pushing Products or Services. No one cares, or wants to be sold anything..... my last visit to a Hair salon, as I walked back to my chair there was a massive push to have a treatment. Now let's face the truth, it wasn't because my hair really needed a treatment, although a lovely scalp massage would of been great. It was because my stylist had sold highlights to the client after me and she was running behind...Come on guys!
"Shoppers are calling the shots"
For those Small Business that strengthen relationships with new and existing customers will differentiate themselves and dominate as the economy recovers.
Now people don't care about products. But that's what most advertising or salon promotion is about - product message or company message, not your skills or relationship. People do care about themselves and care deeply about solving problems.
In your role as a business person, providing goods and services, there should be only three reasons for clients to do business with you.
1. To help identify or clarify their emotional needs for your product or service (so they'll buy).
2. To become more knowledgeable about your offering (so they'll be clients who return again)
3. To feel inspired by your understanding, relationship and services(so they'll refer others to you)
That's it Period.
Everything you do and say, everything clients see, perceive and read about, should be focused on one or more of these things. Why? Because there's nothing else you want from your clients.
Am I right?
Do you care if your clients are impressed with you?
Do you care if they think your Lexus is a nice car?
Do you care if they like your picture in an ad?
If you do, I've got bad news, because you're concerned with the wrong things. Impressions and cars and attractive photographs of your awards are non - income producing concerns
Just stand back and listen to the conversation in your salon or any small business as a matter of fact.
Where is the focus?
Are you or your staff losing sight on what their real roles and responsibilities are?
As harsh as I may seem there are only three good pitches: sales, return on investment and referrals or recommendations.
Let's face it; you want people to seek you out for your services and business atmosphere rather than the products you offer... both now and in the future.
Many years ago I had the opportunity to visit Disneyland. This extraordinary experience even thirty so years later is still embedded in my mind. When you understand, how their philosophy has been embodied by all team members, how proud they are to be working there. May be this is something all business should look at, and then we won't rate so low in customer service.
When YOU Do What You Do So Well Then People Can't Resist Telling Others About You!
Ask yourself "Are my services meeting my client's needs, wants and desires consistently?" Then have look at your data base and see the life time value of your clients; how many are not continuing to return to you, can be a tough reality check I know, however that was the start of my difference in increasing my profit.
This is one area that all staff needs to be enrolled and really learn how to communicate with their client.
Remember: this is your business and will have a major impact on your life. Take control of it and do only the things that leads you positive results.
Helene Mearing Ignites Winners
Resources have come form reading newspaper articles, training manuals, Small Business management courses and Business Coaching.
Article Source: http://EzineArticles.com/?expert=Helene_Mearing
Resources have come form reading newspaper articles, training manuals, Small Business management courses and Business Coaching.
Article Source: http://EzineArticles.com/?expert=Helene_Mearing
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