I Didn’t Know You Did That July 26, 2010
Posted by Joan Nowak in Marketing, Sales.Tags: Business Ideas for Growth, customer retention, grow sales, marketing tools, stay connected
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Do your customers know the full range of products and services you offer? Too often the answer is “NO”. So how can a customer that has done business with you for years not know you sell certain products or deliver certain services? The answer is simple – You’ve never told them – or you stopped telling them.
As a business owner, you acquire new customers because you met their current need for one or more of your products or services. You may even stay in touch through various efforts – so they continue to think of you when they have another need for THAT particular product or service.
But many customers have needs for more than one of your services – now or in the future. The key is to make them aware of all the products and services you offer – then keep reminding them to gain the sale when that need also arises.
Here are just a few ways to keep your range of services in front of your customers
- Develop monthly specials that include at least one item from each different category. For example, an office supply business would likely promote various offices supplies but including an item from the office furniture category and office cleaning supply category each month would create awareness and incremental sales opportunities.
- Go beyond your website. Consider including a small ‘Our Products or Services’ section on printed brochures or newsletters.
- If you use customer testimonials or case studies with your marketing efforts, insure they reflect your range of products or services.
- If you utilize reward programs that include a free product or service, consider using alternate products for the giveaway. For example, instead of 11th haircut free after 10 are purchased, consider a free massage or manicure after 10 haircuts. This allows you to introduce a customer to another service you provide and still add value.
- VIP specials are a great way to cross-sell other products and services while staying connected with current customers. Develop a series of special offers in a variety of categories and email one each month (or every other month) to existing customers only. They’ll feel special – and over time, you will educate them on your full range of products or services.
- Social Networking offers a way to communicate your products and services in your profiles, on your fan page, through updates, etc. Whether you are running a special, holding an event or adding a new service, you can keep people aware and updated through Facebook, Twitter, LinkedIn and others.
Remember, customers won’t buy products and services from you if they don’t know you have them available. So tell them again and again and again.
Find this helpful? Then share it with others. For additional ideas to grow your small business, visit my website. While you are there, join my mailing list to receive my monthly eNewsletter and FREE eBook, Mastering the 7 Elements of Business Success.
Planning: 9 Do’s & Don’ts to Make It Easy and Effective July 20, 2010
Posted by Joan Nowak in Planning.Tags: Getting More Done, goal setting, make more money from your small business, personal growth, personal success, Time Management, tips to plan for success
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Mention planning to small business owners and then watch the reaction. Some look sheepish and respond with things like ‘I know I should but don’t have the time’. Others cringe and say it’s a waste of time and insert some ‘logical’ reason why.
The truth is that taking some time to plan is the best investment of your time. It provides the focus and clarity you need to achieve what you want — to BE, DO or HAVE — in business and in life.
So if planning is not your thing, here’s a few do’s and don’ts to make it easier and more effective.
Don’t Strive for Perfection. A plan is a road map but results come from doing. Spending countless weeks and months trying to create the perfect plan comes at the expense of doing! Doing creates learning and you can adapt along the way. A plan that is 80% perfect and implemented now, will always outperform a perfect plan that is never executed. Remember, sometimes good is good enough!
Do Focus on What Not How. Don’t let the how kill your dreams and vision. One of the biggest roadblocks when it comes to long-term goals is linked to our practical nature. If we can’t figure out how to get there today, we simply change the goal to something in our comfort zone. It’s okay to not have a perfect picture of how you will achieve your vision and long-term goals. Don’t change the dream, simply look for opportunities to appear and act on them.
Do Start With a Life Vision. As a business owner, your income and lifestyle come from your business. But your life vision should drive your business goals – not the other way around. So start by thinking about what you want your life to look like in 5 or more years. How do you spend your days, weeks and months? How do you spend your ‘free’ time? What do you have in the future that you don’t have now? How would others describe you in your ideal future? Jot down your thoughts then craft a paragraph or two that visually describes your life. It should be compelling and inspirational to YOU – so don’t worry about what others would think! Here’s a few sentence starters that may help along the way: I am enjoying…; I am grateful and proud that… It feels great to…
Do Set Goals. Goals are nothing more than specific outcomes or results you need to accomplish over time in order to achieve your life vision. They act as milestones along the way to measure progress. Ideally your personal goals should cover important areas of your life — financial, personal development, relationships, spiritual, health and well-being, community, etc. Your business goals should include all the important areas that drive growth and profit (not just sales). Think of goals in terms of what you want to BE, to DO or to HAVE. Be specific – vague goals create vague results.
Do Take Action. Goals without actions are nothing more than dreams. Whether you want to lose weight, earn more money, expand your business, spend more time with family or travel the world, your ability to create these outcomes will ultimately come down to what you do and the actions you take – each day, week, month and year. Every goal should have key tasks or activities you must do to accomplish it. The number of activities will depend on the goal, but action is required. Write them down – and focus on these activities.
Don’t Keep It In Your Head. Put your vision, goals and key activities in writing. Be concise and clear. Keep it short and answer the following questions. What is my life vision? What are my high level, critical goals for the next 3-5 years to get me where I want to be? What are the key goals for the next 12 months to move me forward? What actions and tasks must I do to accomplish my 12 month goals?
Do Keep It Simple & Chunk It Down. The best plan for your life is probably no more than one page. The best plan for your small business is not the 50+ page business plan that ends up on the shelf. Instead a simple action plan outlining your goals, key actions and timetables for completion will serve you much better. A 5-7 page annual plan and a 2-page quarterly action plan works for my clients, works for me – and can work for you. The first pulls together the longer-term objectives, the latter details the short-term ‘stuff’ that supports your long-term goals and keeps you moving forward. Most of us can focus on 90-days, but struggle beyond that.
Do Review It Often. A plan will only keep you focused and on-track if you review it often. Spend 10 minutes each day reviewing your vision and goals. Here’s why. First, it reinforces them in your subconscious mind and helps you attract what you need to achieve them. Second, it helps you set priorities and manage your time more effectively. If you know what your priorities are, you are far more likely to turn down time (and money) commitments that don’t fit your priorities! Finally, it formalizes your commitment. For most of us, commitments we put in writing are stronger than verbal ones we make with ourselves.
Do Build in Accountability. Once you commit to your goals and develop a simple plan of attack, share them with someone who will hold you accountable to yourself – your personal accountability partner. This may be a spouse, friend, colleague or coach. But it should be someone who has a vested interest in your achievement of the goals and will support and push you to do what you need to do.
Find this helpful? Then share it with others. If you are still stuck on planning, visit my website for additional articles and resources. While you are there, join my mailing list to receive my monthly eNewsletter or check out my Ultimate Planning & Goal Setting Guide.
How To Profit From Others Ideas July 13, 2010
Posted by Joan Nowak in Planning.Tags: business growth, Business Ideas for Growth, get new customers, marketing tools, new products and services, personal success
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When someone offers you a new idea for improving your business (or your life), how do you react? Do you look for the flaws and try to justify why it’s a bad idea? Do you dismiss it as something you can’t do because it may require too much work, time or money? Or do you find ways to apply it – in full or in part?
Today more than ever, building sales and profit in business requires more creativity – the customers won’t simply show up on your doorstep. The good news is you don’t need to reinvent the wheel.
Instead, pay attention to what others are doing — with a different attitude. Instead of dismissing their ideas or tactics, look for the strengths and potential. How can you apply it in your business or life? What changes can you make to improve it?
Why do so many people quickly dismiss ideas that might benefit them?
Sometimes, it’s because we’re overwhelmed with work and don’t want to contemplate taking on something new. But with an open mind, you may just uncover something that is far better than what you are currently working on. Replace the new idea with one that isn’t working, but taking up your time and money.
Sometimes, we dismiss ideas because we don’t trust or like the source. Recognize that ideas can come from good or bad people. Even questionable business practices often have, at their center, a perfectly good marketing or customer insight. Break it down and reinvent some of the elements to fit your ‘better’ business practices.
Sometimes, we dismiss ideas simply because we don’t understand them. If the results seem too good to be true, don’t simply dismiss it out of hand. Take the time to ask more questions and truly understand. Your decision to act or dismiss is now based on some level of understanding.
Life is full of opportunities to be happier and more successful. Sometimes these opportunities smack us in the face, they are obvious. But often, they arrive in puffs – fleeting remarks or suggestions by friends or colleagues or chance encounters with strangers.
If you open your mind and eliminate the tendency to rationalize why ideas won’t work – you may just uncover a world of untapped potential. Listen to your team, your customers and your “little voice,” – and seize the day. Then you and the business can, and will, become so much more!
Now It’s Your Turn. Ideas often arrive unexpectedly and are lost quickly. So write them down (capture them) in one place. Use a notebook or even your smart phone (notes) to capture ideas that come your way. Don’t evaluate, just capture. Then periodically review – and pick one to research, develop and implement. When you have an easy way to capture ideas, your mind becomes a magnet for them – and you ultimately have control over which you choose to pursue and which you choose to dismiss.
Find this helpful? Then share it with others. For additional resources and ideas to grow your small business, visit my website. While you are there, join my mailing list and receive a complimentary copy of my eBook, Mastering the 7 Elements of Business Success.
What Are Your Customers Worth? July 6, 2010
Posted by Joan Nowak in business growth, Marketing.Tags: customer retention, grow sales, Lifetime value, profit growth, stay connected
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How much are you going to spend in your lifetime on something as simple as toothpaste? Thousands of dollars? How much will the average customer in your business spend with you over their lifetime?
Are your customers a single transaction or a lifetime relationship? Here’s an example. You own a lawn-mowing company. The customer pays you $25 each time you mow their lawn. While the first transaction is only $25, they spend that each week from May – September so annually they spend about $500. They stay with you for seven years so they actually invest $3,500 with your company. So is this a $25 customer or a $3,500 customer?
Now consider that your vehicle (or moving billboard) is parked in their neighborhood generating potential leads for you each and every week. Or that loyal customers gladly refer others to you. Over the seven years, do you think you could get 3, 4 or 5 new customers from your relationship?
So now what is this customer worth?
As a business owner, you must establish this long term view of their value before you can appreciate how important it is to develop a relationship with customers and ensure everything is done to keep them as long as possible.
So how do you determine the life-time value of your customers? Here’s what you need to know.
- How much does your average customer spend each time they buy?
- How many times per year (on average) do they buy?
- How long does your average customer stay with you?
Don’t strive for perfection here. If you don’t have this information at your fingertips (and most won’t), come up with your best estimate using the purchase history or other data you have. You can get a ballpark figure if you randomly select 50+ customers and review their purchase history or research industry data.
How you view your customers — as a single transaction or lifetime relationship — will ultimately drive the decisions you make and the actions you take. With a lifetime value perspective, what would you and your team do different? Would you invest more to acquire a new customer? Would you stay connected throughout the year? Would you make each customer contact or service call special? Would you take the time to check in with customers to determine their level of satisfaction or maybe get ideas for improvement?
Find this helpful? Then share it with others. For additional ideas to grow your small business, visit my website. While you are there, join my mailing list to receive my monthly eNewsletter and FREE eBook, Mastering the 7 Elements of Business Success.