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Thinking like a Customer will explode a small business bottom line and every week we'll talk about ways you can build your business
24 Episodes
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Many businesses use some sort of catch phrase in their advertising and there are certain words that Customers identify with and gravitate to, but it's super important to make sure your business follows through with any promises you make in your marketing.
If you promise the lowest price (and I don't suggest that you should) you need to make sure you actually can deliver the lowest price. If you promise superior Customer service, you should be investing in continuing education for your employees to be certain you are delivering that.
Join me Monday, June 6 at 5:30 pm to learn more.
You tell me. Most businesses whether they see it or not come off as "Buy my stuff. Buy my stuff." Customers really don't want to buy stuff, they want to solve a problem If you have what they need to solve their problem, you're the solution!
This isn't rocket science, folks. When you do the "Buy my stuff, buy my stuff' approach all you do is irritate people and drive them away. In this episode, we'll talk about how easy it is to change your approach and make a lot of money,.
While I usually don't venture into the HR world, hiring the right people with the right attitude is paramount to providing superior Customer service. Yes, you want people with some skills, but people who share your culture is much more important.
You can teach skills to people that want to learn, but it's almost impossible to teach someone how to be nice, or prompt, or any of the other things that make up your culture.
So, tune in this week when I talk about the importance of the help wanted ad to hiring the right people.
Thinking Like A Customer is a mindset that can make you and your business money. What you think about your business means nothing compared to what your Customers think about your business.
Once you start to think like your Customers think, you'll see your business grow no matter what business is like right now. It's all about understanding how everything you do sends some message to your Customers. Make that message benefit you is how you grow your business.
It's not that difficult. Most businesses have employee manuals that spell out clearly what will happen if employees don't meet expectations. Usually a written warning, then a first and somewhere a final. After that, it's out the door.
Did you ever read an employee manual that outlined what would happen when and employee went above and beyond? Probably not. Recognizing a job well done and celebrating good things cost nothing, but have an excellent return on investment with employee performance.
Learn more about how you can improve moral at your business by appreciating and celebrating in the next episode of Think Like A Customer Radio on Monday, April 25th at 6:30 pm EST.
The answer is there's nothing wrong with them, but they have been denied the opportunity to learn work ethics at an early age because many of those jobs don't exist anymore.
Still, you have needs in your business and they aren't able to fill those needs, so what is a business owner to do? You have two choices: live with what you have and complain about it, or provide education to your new hires as a matter of course. Option number two seems better to me and that's going to be the subject of this episode of Think Like A Customer radio.
Rewards programs are great. There are very few things you can do in business that make your Customers feel more appreciated than thanking them with a monetary reward for doing business with you. Having said that, your rewards program should be easy and automatic for you and your Customers both.
In this episode, we'll discuss the good, the bad, and the excellent of reward systems. If you're going to have a rewards program (and I think you should), why not tailor it to be easy for you to manage and especially easy for your Customer to take advantage of?
Monday, April 4 at 5:30 EDT
Every business has a culture. Small business owners often ignore the importance of their culture and how it can make them profits. It's easy to think that something like a culture is for big business only, but defining your culture will guide you to become laser focused on who your best Customer is. A clear culture makes if easier for employees to understand what is expected of them, as well.
Join me Monday, March 28 at 5:30 pm EDT and find out how you can easily determine, define and document the culture of your business.
Thinking like a Customer doesn't mean giving the Customer everything they want. In fact, it's just the opposite. Thinking like a Customer allows you to sell more of your products of services because you understand what your Customers want. An important piece of that is realizing and agreeing that your Customer always believes that they are right. When you start from that position, you will always be a winner.
Tune in Monday, March 21 at 5:30 EDT and find out more.
Eveybody wants to get new Customers. Convincing small business to advertise for new Customers is easy. Everyong wants to do it, so it's kjust a matter of how much one can afford.
But what about those existing Customers that disappear in the night? What are you doing to keep them? You worked so hard and invested so much to get those Customers, why doesn't it make sense to invest some time and effort into keeping them?
This episode is going to be all about why Customers leave and how you can slow or stop the tide.
Be sure to tune in Monday, March 7th at 5:30 pm Eastern time.
"There's no good employees out there!" "Nobody wants to work, today!" I hear that all the time. Lesson one is if you say it, it's true, so stop saying things like that.
While employee relations and HR is not my specialty, much like keeping Customers, most of it is simple, but not easy. In this week's episode, I'll share what I believe is important in the hiring process and then what you need to do to ensure that your new employee (and the ones that have been around awhile) will be productive in your business.
Join me Monday, February 29th at 5:30 Eastern Time.
Difficult Customers. You know the ones. They're never satisfied. Never happy. They take a lot of your and your employees time and energy. You talk about them at work. You talk about them at home over dinner. As hard as you try, you just can't make them happy.
Relief is in sight! This week I'll identify why you have these Customers and what you can do to give yourself some peace of mind.
Tune in Monday, February 22, at 5:30 Eastern time to learn more.
Changing things up a little this week. This is going to be a mini coaching session. See what Think Like A Customer is all about and find out what the coaching process is and how it works.
In this episode, I'll share how Success Assessment works and how the Success Formula coaching work. Join me to get a feel for what all this is and how it can benefit you and your small business.
Monday, February 15, at 5:30 pm, Eastern Time.
Often, there's a huge disconnect between employees and Customers. Even the best employees sometimes wish they didn't have any more Customers that day or complain that Customers are asking too many questions or other things that send out negative energy.
On this episode, I'll share some things you can do to get all your employees on the same page and thinking like a customer.
Join me tonight, Februrary 8th at 5:30 pm EST for another episode of Think Like A Customer Radio.
We all wear two different hats. One is the business owner and the other is the Customer. We rarely put the Customer hat on when we're doing business owner stuff. There is a huge opportunity to make a lot of money in your business by thinking like your Customer thinks and making sure you give them what they want.
Join me Monday, February 1st at 5:30 EST to learn more.
Businesses don't lose many Customers because of the competition, but they lose a lot for other reasons. In this episode we discuss examples of how focusing on other things besides the competition yields a much better return on time and money.
All small business owners work hard. That's a given. Unfortunately they often put too much effort into rework or duplication and spend a lot of time on Customers that aren't a good fit for them and employees that really should be working elsewhere.
Understanding who you are and what your business stands for is the foundation for success. All five of the pieces are important to get you where you want to be. I'll share real life success stories, and some fails, in this week's episode.
Join me on Monday, January 18th at 5:30 pm Eastern time.
We've highlighted the five steps in thinking like a Customer in previous sessionsm so in this episode we'll begin to examine how these come together to make a difference in a small business.
My clients have had excellent successes by implementing these principles and I'll share some of those stories with you, and share practical examples of how you can us them in your business.
Tun in Monday at 5:30 pm, Eastern Time.
Now that you've followed four of the five Think Like A Customer Success Principles and you're getting busier, how can you make time for YOU? Being in business for yourself should be about freedom and if you're right out straight with your business right now, you don't want to be any busier without reducing the amount of time you need to put into the business.
This is where systems come in. In this episode we'll talk about the importance of systems, the many resources that are out there and ideas that I've come up with for clients to free up their time. Join me on Monday at 5:30 pm Eastern.
Most small business owners think they know why Customers leave their business for someone else. Do you? Do you really know or are you just guessing? Guessing is fine if you're playing a game, but running a small business is far from a game.
Once you know why Customers leave, you can be certain to not do the things that turn your valuable Customers away. In this episode, I'll share the six reasons Customers leave and what you can do to solidify your Customer base.
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