by virtualworks | Sep 10, 2023 | Brand Image, Business, business growth, Customer relationships, Leadership, Marketing, Mastery, Productivity, Remote Office Management, Time Management, working from home, working remotely
One of my favourite business books is “Raving Fans – A Revolutionary Approach to Customer Service” by Ken Blanchard and Sheldon Bowles. Published in 1993, the concepts in this book are as relevant today as they were then – perhaps even more so. One of the best ways to increase customer retention is to simply over deliver whenever possible. Giving your customers or clients more than they were expecting is a great way to keep them returning to your store or website (read: “raving fan”).
Who doesn’t like to get free stuff?
How can you over deliver to your customers as often as possible? Here are some unique customer service ideas to get you started (not surprisingly, it’s the little things that count and it doesn’t have to cost much).
- Give your customer a bonus, this could be a sample product, access to a coaching call or access to a private mastermind;
- Send them an article or a website link about something you know they’re interested in;
- Offer your customer a coupon for a discount on their next purchase. This also helps to get your customers visiting your store or website again. You could also offer a free sample, a consultation or a buy one get one free;
- If you offer a service, the best way to over deliver is to get the project finished ahead of time. Beating deadlines is a wonderful way to add value to your own offers and gain lifelong customers;
- Small gestures can go a long way in gaining appreciative customers. Sending a handwritten thank-you note by regular mail is one way to achieve this. Other small gestures include sending birthday and anniversary cards, or any number of other card ideas. (Tip: ‘Lumpy mail’ gets opened more often than flat mail…)
- Why not set up something such as a Customer of the Month or Customer Shout Out. Here you would thank your customer or highlight something they did that you thought was really cool;
- Invite them on an outing at your cost and go with them – a round of golf, a cycling trip, concert, festival. This is a fantastic way to build rapport with your customers and shows them you care.
Don’t forget to celebrate with your clients and customers and even fellow business owners. If they win a new contract or make a significant improvement in their business, send them a card or small gift. This sends the message that you’re paying attention.
Another fantastic way to over deliver to your present customers is to network with other business owners. Refer local businesses that offer quality services and products, which you do not carry. By doing this, you create resources for your customers and clients and you also help support local business. Always be sure to check out these sources first though because your reputation is on the line. You don’t want to recommend a bad resource or product to anyone.
by virtualworks | Aug 13, 2023 | Business, business growth, Customer relationships, Leadership, Marketing, Mastery, office management, Outsourcing, Productivity, Team Work, Time Management, Virtual Assistant, working from home, working remotely
When you think of the most expensive admin assistant on the Planet, you might think of someone like Tony Stark’s assistant who puts up with all his quirks, but who is handsomely paid for her hardship. Or a billionaire’s assistant who is available 24/7 and at a moment’s notice may be called upon to drop everything and jump on a plane to Tokyo to attend meetings with their boss. You might think that…… and you would be wrong.
YOU.. yes.. you… are the most expensive admin assistant on the planet.
How can this be true? It’s because studies show that administrative tasks take up as much as 25% of an organization’s time.
So, what does this mean? Before we even talk about the dollar cost of this truth let’s talk about time. As a business owner, working a very conservative 60 hours a week, this equates to 15 hours per week. Which may not seem like that much, but how about when we look at the annual cost of this truth?
720 HOURS per year the average business owner spends on administrative tasks, that’s THREE MONTHS! Take that 720 hours and multiply by your client charge out rate. Not only is that a lot of money for doing back-office work that you shouldn’t be doing in the first place, it’s also money you haven’t billed because you’ve been doing “the paperwork”. If you outsourced these tasks alone at a much lower rate (hopefully) than you bill your clients, just think what you could do with an extra three month’s worth of time and a whole lot of extra money every year!!!
- How could your organization grow?
- What activities could you do with your family?
- How could you invest in your network and members?
- How could you serve your community?
If you have ever thought, “if only I had more time…” (you know that’s just an excuse, right?!?) and yet repeatedly find yourself burning the midnight oil filing invoices, inputting information into a database, updating your social media (or wishing you had time for social media)…
Everyone has the same 24 hours in a day so why not change things up and use those hours to full advantage?
by virtualworks | Jun 20, 2023 | daily lfe, Mastery, Time Management, Uncategorized
Summer officially arrives tomorrow, Summer Equinox and the longest day of the year. Some of us may head off to the beach or a cottage, some may be working in the heat of summer, while still others may be getting comfortable near a fan. As noted in the acrostic above, summer is an opportunity for us to do a few things to keep ourselves calm and relaxed as we unwind this summer.
Slowing the pace
By taking the time to stop what we’re doing, or interrupt the daily cycle to listen, take a breath and live in the moment, even for just a minute, we can gain tremendous benefits such as lowering stress levels, lowering our heart rate and improving our mood and psychological engagement. Lifehack.com has a list of ways to slow down in a fast-paced world.
Unwinding and unplugging
Try going a day (or longer) with no technology, the magic of un-plugging. That means no phone, no television, no media of any kind. Instead, why not try taking a relaxing bath, read a good book (made from an ancient fibre called ‘paper’), playing music or painting, or any other activity one would consider “old school”. By taking note of how you feel at the end of the day or more with no technology and noting if you had an unwound day without it. Getting in touch with some of the old ways of doing things can make a difference in one’s day and it can actually help you feel mentally refreshed. A colleague mentioned when she needs to unwind, she bakes some bread but doesn’t use machines to make it. Just a bowl, spoon and her two hands. She swears by it as a stress reliever.
Meaningful time for us
Don’t feel guilty about taking some much-needed quality or meaningful time out just for you. How we define that time may be different for everyone. Perhaps it means to be alone to collect your thoughts without interruption, or it may mean making time for family and friends. Just remember to not feel guilty about taking that time back but if you need some convincing on why it is important to take the time for yourself, Psychology Today runs through a few reasons to not feel guilty about solitary time for you and Time.com talks about the importance of meaningful time with those around us.
Motivation to move
So far, we have talked about slowing down, unplugging, unwinding and taking time for ourselves. This all sounds pretty relaxing, but what about the importance of getting up and moving? While this almost feels counter-intuitive to the strategy of relaxing, exercise can make that relaxation all the more impactful by adjusting our body chemistry to reduce stress and boost mood, allowing us to better make use of our previously discussed methods for relaxation, as mentioned in Harvard Health. Alternatively, if the heat has got you down, taking a dip in the nearest pool or lake is another great way to stay in shape.
Explore our environment
While you’re getting up to exercise, why not take it outside. It’s summer after all! This gives you a wonderful opportunity to mindfully take in nature within your neighbourhood, or local trails. In our busy days, we don’t always get to take in the beauty of our environments.
Remain relaxed
Finally, some days just feel like chaos rests at the top of our minds. This is the perfect chance to try some meditation exercises to quiet the chaos, reduce stress and bring us back to that place where we can once again enjoy a slower pace by unwinding and making our summer a meaningful one.
Have a wonderful summer everyone!
by virtualworks | May 22, 2023 | Business, business growth, Leadership, Mastery, Productivity, Time Management, Uncategorized, working from home, working remotely
Outsourcing of services is becoming more and more mainstream and with the abundance of former corporate workers who have vast knowledge and experience and now run their own businesses, you will likely be able to find someone to help you for a reasonable amount of money. Just as business owners can operate from just about anywhere, resources can provide services from anywhere. But whatever your needs are, always remember: “buyer beware”!!
Here’s a few things to consider when outsourcing:
- The lowest priced outsourced solution may not be the best; good people cost money and beware that even these days, you still get what you pay for.
- If you’re just starting out, outsource from the very beginning with a Virtual Assistant and a bookkeeper and grow your team from there. As your business grows, you can take on a web designer, a ghost writer, a graphic designer, an executive assistant, a project manager, etc.
- Don’t outsource a task just because you don’t want to do it. There will be tasks that only you can do because they’re important to operations and strategic plan.
- Always strike a fair deal with your resources and treat them with respect. You’re relying on them to handle important tasks for you and your business so don’t take advantage of them.
- Bartering. This is a great way to get things done for no cost in exchange for services. Make sure that you and the resource are clear about the terms and that the services you each provide are both what you want. Beware that this mode of payment isn’t for everyone.
On the personal side of your life, you might think about outsourcing to further free up your time:
- A personal assistant to help keep you and your family organized;
- Housekeeper/house cleaning service;
- Property maintenance;
- Grocery service, errand service
When I first started my remote support agency, I thought I would lay-off my housekeeper, thinking that since I would be working from home, I could manage the house myself. A very wise business coach I met during my early networking days advised me against it. The reason? “You’re going to be at work during the day.” She was correct, of course, and my housekeeper is still with me to this day. What are your priorities? What would make your life easier and be less stressful for you? Give it some thought!
One of my favourite business books is “Raving Fans – A Revolutionary Approach to Customer Service” by Ken Blanchard and Sheldon Bowles. Published in 1993, the concepts in this book are as relevant today as they were then – perhaps even more so. One of the best ways to increase customer retention is to simply over deliver whenever possible. Giving your customers or clients more than they were expecting is a great way to keep them returning to your store or website (read: “raving fan”).
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