Customer Service - why some people just shouldn't own shops

Written by James Yuille


I had a call last week from a friend of mine who is an advertising agent and copywriter. He gave me a referral torepparttar owner of a franchised coffee shop who had called him seeking help with advertising and marketing. My friend said that he thought thatrepparttar 106090 caller’s problem wasn’t one that his services could fix but thought instead that he needed some sales / customer service training. **Sidebar – isn’t it nice when someone says “I can’t help you but I know someone who might be able to. Let me get him to call you”** Anyway, I calledrepparttar 106091 coffee shop owner and said I’d drop by for a chat over a coffee. Getting torepparttar 106092 shopping center late on Friday afternoon, I sensed immediately whatrepparttar 106093 problem was. Jack (not his real name) was working inrepparttar 106094 back office and came out to talk when his young male counter assistant went to get him. Jack’s face was long and dour. He looked totally miserable. I wondered why his business wasn’t working for him … Anyway, we got to chatting and I guessed Jack wasn’t one for small talk so I got straight torepparttar 106095 point and started asking him some direct, searching questions. He told me that he’d invested over $300,000 inrepparttar 106096 franchised store and that in almost six months, hadn’t broken even once; let alone looked like making a profit. **Sidebar – two further side issues come up here – let me share them with you. The first refers to what is called “Buyer’s Remorse” which is that voice in your head asking you why you did what you did. Jack’s little voice was asking him why he put that kind of money intorepparttar 106097 business inrepparttar 106098 first place. The second is deeper and relates to an issue of capital. I wondered just how much working capital jack had started with; how long he had expected it to be before he made a profit and how much he had allocated to his initial marketing campaign to getrepparttar 106099 store offrepparttar 106100 ground.** Jack went on to tell me that he hatedrepparttar 106101 store and hated dealing with customers. I asked him why he got involved with such a customer-focused business inrepparttar 106102 first place. His response was that he didn’t really think about it. Let me repeat that – he didn’t really think about it. **Sidebar - what wasrepparttar 106103 Franchisor thinking about? He’s sold a franchise for over $300,000 to a guy who has no prior customer service experience and who plainly is an introverted kind of character. There’s another issue here but I’m not going to touch it here! We discussedrepparttar 106104 parameters he could influence in generating profit. He could either increase sales or decrease costs. We examinedrepparttar 106105 costs issue first but quickly identified that he had very little room to move. So we moved on to increasing revenue. We looked atrepparttar 106106 number of people coming intorepparttar 106107 shop every day, and their average spend. He was generating about 200 sales per day at $5 per sale. I told him that if he were to increaserepparttar 106108 number of customers per day by 10% and increase their average purchase by 20% to $6, he would increase sales by a staggering 30% every week.

The Little Things You Need To Know If You're Self-Employed

Written by Jeff Colburn


When I started my first business I was pretty naive. I thought I could just let people know about me and honest, sincere, intelligent people would use my services. Okay, you can stop laughing now. There are a million little things that you will learn as you progress with your business, but let me bring you up to speed on a few important ones.

It's hard enough dealing with allrepparttar problems that will crop up, but you also need to be careful of scams. Many scam artists prey on business's, both large and small. If you receive a bill inrepparttar 106089 mail, check to be sure you ordered, and received,repparttar 106090 product before sending out a check. If you didn't orderrepparttar 106091 product, don't pay for it. Also, if someone calls about renewing something, like a yellow page ad, be sure this isrepparttar 106092 company you think it is, and that it's really time to renew. The scam artists may threaten you by saying that they have a recording of Mr. X (one of your employees) orderingrepparttar 106093 product and if you don't pay they will take you to court. If this happens, keep a record of allrepparttar 106094 contacts they make with you, and file a complaint withrepparttar 106095 Better Business Bureau and contact your local police department.

This happened to my girlfriend, Linda-Ann. A company called and told her secretary that they were associated with AT&T, which they weren't, and wanted to know if she wanted to renew her Yellow Pages ad. The secretary knew that Linda-Ann had an ad inrepparttar 106096 Yellow Pages, so she said yes. However, whenrepparttar 106097 bill arrived it was from a totally unknown phone book. Linda-Ann called and told them to cancel it, andrepparttar 106098 battle began. They said she had given them permission and they even had a tape recording of her secretary agreeing to it. Linda-Ann contactedrepparttar 106099 police and AT&T and found out that this company had been doingrepparttar 106100 same thing to many local companies, includingrepparttar 106101 Chamber Of Commerce. She lodged a complaint withrepparttar 106102 police,repparttar 106103 Better Business Bureau and even contactedrepparttar 106104 local newspaper, which did a story about her experiences. She then wrote this company and told them all that she had done. They eventually sent Linda-Ann an invoice canceling what they said she owed. She never heard fromrepparttar 106105 company again.

Scam artists may also offer you a discount if you balk at paying forrepparttar 106106 product. They will also try to get you to pay for return shipping and a restocking fee. Just remember, if you'rerepparttar 106107 victim of a scam, pay them nothing.

Also, be very careful about anything that requires you to buy a starter kit. This is oftenrepparttar 106108 mark of a scam.

Now that you're running your own business, take full advantage ofrepparttar 106109 freedom this gives you. Create, or have created for you, stationary, envelopes and business cards that reflect your personality. Choose a paper that you like for these and design products that have a "look" so that clients will recognize your stationary at a glance. I userepparttar 106110 same font and grey paper for my letterhead, envelopes and business cards (on cover stock). This shows my clients that I care enough about my business to create a professional image, and it helps me to stand out fromrepparttar 106111 crowd.

Invariably you well get some complaints, but remember complaints are good. Yes, we try to make all of our clients happy fromrepparttar 106112 start, but if someone has a complaint, listen. Don't become defensive. A complaint can often point out a problem with your product or service that you were unaware of. While I don't look forward to receiving complaints, I scrutinize them carefully, learning what I can and doing whatever's necessary to correctrepparttar 106113 problem. I also do what I can to makerepparttar 106114 client happy. When I was a freelance photographer there were a couple of times when I reshot an assignment for free to satisfy a client. Another time, when I was doing some computer work, I redesigned some graphs for a client. The graphs were exactly what they asked for, but when they saw them it wasn't what they had "envisioned." Even if they will never use me again, I don't want a client to be upset enough to tell everyone they know not to use me. Give them a refund, let them keeprepparttar 106115 product at no charge, send them a replacement, give them a free upgrade, whatever it takes. Then even if they do complain about you to others, they will often tell them what you did to correctrepparttar 106116 problem.

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