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Category: Tips

Outsourcing with Call Forwarding: Reduce Costs With Cloud Telephony

26th September 2023 blog
An image of outsourcing with call forwarding.

In the past few years, we’ve had disruptions, inflation, looming recessions, and more. And businesses are questioning short-term and long-term goals and, more direly, budgets. In the middle of all …Read More »

14 Best Softphone Apps (2024)

25th September 2023 blog, VoIP
An image of the best softphone apps in 2023.

A modern technological marvel, softphones have revolutionized the way we communicate. In essence, they are software-based phone applications that enable you to make phone calls over the internet. This means …Read More »

9 Business Use Cases for International Phone Numbers

22nd September 2023 blog
9 use cases for international phone numbers.

International phone numbers make it easy for businesses to expand and extend services to new markets globally. But how do you use these numbers effectively so that they get in …Read More »

Sprint Discontinues ITFS Number Service (News)

21st September 2023 blog
Sprint discontinues ITFS service.

As part of T-Mobile’s expansion plans, the company acquired Sprint back in 2020. Since then, Sprint has been gradually shuttering down its different services including discontinuing its ITFS number service. …Read More »

How to Design an Escalation Matrix in Your Call Center

17th September 2023 blog
How to create an escalation matrix for your call center.

In today’s fast-paced business landscape, round-the-clock customer support is a strategic necessity. If phone support is your preferred customer service approach, then you need to ensure customers can effortlessly connect …Read More »

Telecom Tips for Enabling a Global Service Desk Hotline

11th September 2023 blog
Image of a well-functioning IT Service Desk hotline across multiple countries.

In today’s interconnected world, businesses rely heavily on internal IT help desks or service desks to provide crucial technical support for their employees. Think of the service desk as the …Read More »

How To Improve Lead Generation Services with Virtual Numbers

5th August 2019 Learn, Tips

Growing your business is directly linked to the strength of your lead generation services. With no new leads, your company must rely on a well-established customer base. This is something that’s unlikely to be sustainable in today’s fast-paced economy. Whether you outsource your lead generation services to a company or use an in-house sales team, there is a solution: virtual phone numbers. 

Virtual phone numbers can improve the quality and quantity of your leads in a number of ways. This is thanks to the versatility of cloud-based communication technology available through Global Call Forwarding. In this article, we’ll cover a number of methods to improve lead generation services, including

  • Tracking Where Your Leads Are Coming From
  • Better ROI for Marketing Campaigns
  • Testing New Markets
  • Dedicated Phone Lines for Customer Types

Tracking Where Your Leads Are Coming From

Knowing where your leads are coming from is important to determine where your marketing efforts should be focused. After all, if your lead generation is only providing low-volume or poor-quality leads, what’s the point? Conversely, if your lead conversion rates are better through certain methods, delegating more effort can grow your business. 

Virtual phone numbers offer the option of tracking the metrics of inbound call data. This can be done through the virtual phone number provider’s interface/ dashboard. Similarly, using a virtual phone number dedicated to only one type of marketing campaign (ex. social media) can help you pinpoint accurate data.

Better ROI for Marketing Campaigns

The more you market, the greater the reach for your brand. To get a better ROI, 

Global Call Forwarding offers affordable payment plans and services geared towards businesses of all sizes. However, considering there are no unlimited marketing budgets, virtual phone numbers can be a creative marketing tool for your business with low overhead costs. Furthermore, virtual numbers are simple to implement, can be used on nearly any device, and require minimal training. 

In essence, virtual numbers enable your business to gain a wider audience at a lower cost than other advertising methods. 

Testing New Markets

Like it or not, but improving lead generating services requires risk through trial and error. After all, if you knew exactly which methods worked to improve your sales, you can make better organizational decisions. Virtual phone numbers cost little to begin using. Also, they can be ready to use within 24 hours or less. For these reasons, your company can try out new target markets instantly. And if you discover potential in a market, you can scale your efforts. And vice versa, for poor-performing markets, your company gains the knowledge of where its brand presence is weak.  

Lead generation with virtual phone numbers.
Source: Stockphoto.com – O#100080152424 ID#100186088462

Dedicated Phone Lines for Customer Types

Virtual phone numbers are available in a wide variety of types. These include geographic numbers, toll free numbers, ITFS numbers, DID numbers, UIFNs, vanity numbers, and more. Similarly, Global Call Forwarding offers a wide variety of add-ons that enhance how inbound and outbound calls are processed. Let’s look at a couple examples, as each organization is different and can use its creativity to improve lead generation:

  • If you want to dedicate a direct line for your international and domestic sales teams, this is possible with virtual phone numbers.  
  • For directories of your business’ departments and individual staff members, using a PBX is a smart solution. Short for Private Branch Exchange, a PBX can enable customers to self-select through a directory system by phone. This helps customers find the person or info they need to guide themselves down your sales funnel. 
  • Depending on whether a caller is a previous customer or a new one can help improve your sales. Based on the type of callers, you can offer private customer-only lines for troubleshooting and account advice. For new customers, you can assign a virtual number dedicated to nurturing new contacts. To boost the quality of your leads, you can offer a private line of virtual phone numbers for more dedicated service (i.e. B2B, large enterprise contracts). 

What Makes a Good Customer Service Agent

5th August 2019 Learn, Tips

As you may be aware, competent call center customer service agents are hard to find. And it’s no wonder, as dealing with the needs of customers can be a daunting task. In order to be the best customer service agent, they must have the right personality, skills, and adequate training. Because customer service directly impacts revenue and how your company is perceived, building the best customer support team should be a top priority.

This article will cover the traits you should be looking for when hiring new customer service agents. It will also cover those that you should emphasize when training your team. 

Patience with the Customer

Perhaps the primary trait you should foster with every customer service agent in your company is patience. Being able to handle the pace of each customer’s unique situation can lead to a positive customer service experience. This is especially important when callers may be irate, confused, or unknowledgeable. Those at your inbound call center should know that each customer simply wants their problems solved in the most efficient way possible. Unclear issues should be explained in a level-headed manner without assuming that a customer’s negativity is in any way a personal attack. To develop patience, part of every customer service agent’s call center duties should be focused on resolving problems with empathy. 

Clear Communication

Part of being a good customer service agent is clearly communicating what callers are trying to get across and responding in ways that ultimately make sense to each caller. This includes company protocol, grasping the issue at the heart of the call, and troubleshooting technical aspects beyond their grasp. This is especially important for tech-heavy industries, where simple definitions and explanations can be used without delving into jargon and complexity. However, when the occasion calls for it, your customer service agents should be able to explain more advanced concepts that are understandable for all levels of comprehension. 

what make a good customer service agent?
Source: Stockphoto.com – O# 100062207713 ID#100186088462

A Positive Attitude

Moods are infectious. Therefore, having your customer service agents focus on projecting a positive outlook and looking on the bright side is paramount to success. This can be difficult when customer service agents encounter constant negativity, especially when customers despair at their problem, or maybe at their wit’s end. First, part of call center duties should include the ability to uplift callers and gradually shift their thinking as inquiries are solved. Try to see part of the job description as being a well-spring of positive emotions. For instance, you may want to train your agents to take callers on a journey towards happiness; at first, a caller may be upset, but as the problem nears resolution, a positive outcome can be reached – even better and more efficiently than a caller realizes. In a fast-paced world where callers may feel that it is them vs. the world, encountering a positive, smiling voice on the other end of the phone can be a breath of fresh air. This is something that reflects well on your company’s public image. 

Be Creative with Your Solutions

Customer service agents should be trained and rewarded for using their creativity when it comes to problem-solving. Being able to provide customers with uniquely tailored solutions to their problems and understanding the frame of mind that they present requires the ability to think beyond standard procedures. Encourage your customer service agents to come up with their own ways of troubleshooting problems. For instance, if a customer continually has problems with their billing, a customer service agent can suggest ways that fit how the caller prefers to do business. This, of course, requires that your customer service agents have a deep knowledge of your business, as the more you know, the easier it is to see a wider range of options for any given obstacle. When these dilemmas present themselves, agents can devise solutions that may call for out-of-the-box thinking when particular issues arise. 

*67 Meaning and How it Works

15th July 2019 Tips

Since the sixties, we’ve been using caller ID to track who calls us on our phones. Even throughout the ever-advancing phone technology in the last few decades, caller ID has yet to fail us. Or, even change at all, making it still a simple and everyday tool. After all, if it ain’t broke, don’t fix it. But, even if you’ve been using telephones throughout the ages, you may still be confused about how you can hide caller ID settings to mask your number from showing on outgoing phone calls. Fortunately, there’s a long-standing tool that allows you to block your caller ID, so you show up as calling from an unknown number, fast and easily. This tool is as simple as dialing *67. In this article, we discuss how to block your own number from showing on someone else’s caller ID with the simple use of this tool.

How and Why to Use *67

Basically, the only thing you have to do to use *67 is to dial those three digits before punching in any number you’re about to call. This is a completely free, easy to use method that works for any phone number. Even if the number is an 800 toll number, you can put *67 before the number to hide caller ID information on your outgoing calls. When your call goes through, the receiving end’s caller ID will show your number as “private.” So, if you’re wondering how to call back a number that just called you without them knowing you’re calling, this is the simplest and fastest way.

Block Your Caller ID Permanently

It’s important to note that *67 only works to hide caller ID information on the phone call you use it for. So, if you want your number blocked on every call, you’d have to punch in those three digits before dialing out every time. However, if you want your caller ID information withheld on all your phone calls, you’ll need to block your number permanently. If you have a cell phone, simply call your wireless carrier to ask how to permanently block your phone number from caller IDs. But remember, if you do this, it may be irreversible. And, your phone number will show up as “blocked” or “private” from now on.

Using *67 for Landlines Only

Sure, caller ID hasn’t changed much in the past few decades. However, our mobile phones definitely have. As a result, you may find that *67 doesn’t work on your smartphone devices, only on your landline phones. Fortunately, if you have either an Apple or Android smartphone, there are some simple steps you can take to make sure your phone calls are blocked from showing caller ID information.

67-unknown-caller
Source: Stockphoto.com O#100071066545 ID#100200144052

How to Block Your Caller ID on Apple Phones

To make a call displaying “unknown number” with your Apple phone, you’ll need to change some settings. Go to:

  • Settings
  • Click on “Phone”
  • Then, “Show Caller ID”
  • Finally, select the on/off option for showing your number

How to Block Your Caller ID on Android Phones

Just like with Apple devices, to call from an unknown number with an Android Phone, make some setting changes that include:

  • Go to your Phone App
  • Click the menu button
  • Then hit “Settings”
  • Finally, go to “More Settings”
  • Click on “Show My Caller ID” to change the options

Closing: Getting Around Having Your Number Blocked

Are your customers calling you back with *67 to find out who you are? Are you tired of having your business number blocked? It may be time to start using virtual toll free numbers for your business. With toll free numbers, you can call your customers from a number they’ll trust because most consumers know that toll numbers are owned by reputable businesses. Plus, toll numbers are recognizable as they are completely customizable by you! So, instead of blocking your number or never answering, toll numbers will provide your customers with a number they can remember.

If you’d like to learn more about how virtual toll numbers may help your business relations, contact Global Call Forwarding today!

Creative Uses for Virtual Phone Numbers in Marketing

5th July 2019 Learn, Tips

The truth is that creative uses for virtual phone numbers in marketing depend on appealing directly to customers, especially those who are located abroad. There’s nothing more off-putting than being unreachable by listing an out-of-country phone number, where callers will expect long distance fees, service blockages, and the hassle of dialing outside of the country just to reach your business.

There are a number of creative uses for virtual numbers in marketing, including:

  • Vanity Phone Numbers
  • International Appeal
  • Business Cards
  • Social Media

Virtual Numbers in Marketing: Vanity Phone Numbers

Vanity phone numbers are virtual phone numbers that contain a visually appealing set of digits that can be spun into your business’ advertising campaigns. By aligning your brand with a particular word or memorable sequence of digits, customers are more likely to remember what products and services you offer, as well as reinforce your brand’s message each time they are exposed to the vanity phone number.

One place that you’re likely to encounter vanity phone numbers is billboards. Large volumes of drivers can see your creative virtual phone numbers in marketing that other businesses might not be bold enough to attempt. By coupling billboard advertising with other forms of marketing, your brand will appear to be everywhere – which is the goal of every advertising campaign.

Creative Virtual Numbers for Marketing: International Appeal

If you had the choice of comparing two businesses side-by-side with all attributes being similar except for the fact that one had numerous phone numbers geared towards processing international customers, which business would you say has more of an international appeal?

virtual phonhe numbers in marketing
Source: Stockphoto.com O#100009599572 ID#100200144052

Virtual Numbers from Global Call Forwarding

Luckily, Global Call Forwarding offers virtual phone numbers in more than 140+ countries worldwide, with countless cities and regions at your disposal. These virtual phone numbers circumvent typical barriers to open communication globally, which means that your advertising efforts aren’t stymied by challenges of traditional telecommunications.

Furthermore, Global Call Forwarding enables you to choose between a variety of phone number types, including toll-free numbers that work internationally. These include ITFS numbers and UIFNs, both of which project a professional image. Normally, when a domestic toll free number is offered, international callers are out of luck and must pay fees just for the privilege of calling your business. However, with Global Call Forwarding’s vast array of ITFS numbers and UIFNs, your business can fully optimize its marketing efforts worldwide.

Creative Uses for Virtual Phone Numbers in Marketing: Business Cards

When you’re networking with potential clients in-person, every detail must be on-point and allude to the fact that working with your organization is the right choice for mutual success. That’s why one of the most important creative uses for virtual phone numbers in marketing is including them on your business cards. From staff members to your sales team, virtual phone numbers listed on business cards show that your organization is able to tailor its in-person marketing efforts for clients of any country and calling preference.

Because of the cost-effectiveness of virtual phone numbers, it is possible to subscribe to multiple phone numbers that appeal directly to your wide customer base and post them on your business cards as needed.

Creative Uses for Virtual Phone Numbers in Marketing: Social Media

Global Call Forwarding understands how pivotal a social media presence is in your marketing efforts. In addition to obviously listing your phone numbers, Global Call Forwarding offers a popular add-on that bridges the gap between customers scrolling through your posts on their smartphones and actually contacting your business.

The solution? A popular add-on called “CallMe Click.” CallMe Click enables users a one-click option to initialize a phone call on their device, whether that’s a smartphone or any other Internet-enabled audio-equipped device. By placing this add-on via links on your websites and social media presence, your potential customers can immediately seize the opportunity of your efforts and speak to your company instantly. This immediacy can help take advantage of the reach of your social media content and build a customer base quickly.

As you can see, these creative uses for virtual phone numbers in marketing can help aid your business when it wants to reach a wider audience. Of course, with some imaginative thinking in your advertising efforts, you can adapt the power of virtual phone numbers in a myriad of other ways that can expand the appeal of your business.

Cold Calling is Tough – Here’s some tips that can help!

2nd July 2019 Learn, Tips

Facing the fact that you may sound exceptionally awkward, be rejected by not-so-nice recipients, and possibly misrepresent your business interests can be enough to make you avoid cold calling altogether. However, the fact of the matter is that cold calling is a misunderstood process for businesses. In fact, those who are able to master the art of the unsolicited call may come to enjoy the power that comes with cold calling. In this article, we’ll cover a number of items that can make these cold calling tips as easy as can be, including

  • Practice Makes Perfect
  • Faking It ‘Til You Make It
  • Always Be Personable
  • Understand the Other Party’s Needs

Practice Makes Perfect

Understanding the unknown is the easiest way to eliminate fear. And the only way to understand the unknown is to encounter it time and time again to learn the parameters of it, ultimately accounting for all of the possible variables that may occur. In other words, practice makes perfect.

If this comes as a disappointment, you should realize that it is paradoxical to choose another path towards mastering cold calling. After all, how do you become better at something that you never do?

Basics of Making Those Cold Calls

However, there’s hope. Because you already have experience with making phone calls, conversing with individuals that you don’t know, and closing a sales meeting, you’ve already covered the rudiments of cold calling. The only difference is that when you’re talking to a person over the phone, establishing rapport takes a different type of approach. The tricky thing is, this approach occurs without body language, situational context, and other aspects of in-person communication. Instead, your voice and its intonation must align with your goals – something that takes practice. 

For those that have perfected a skill, such as learning a musical instrument, the process is similar. First, you’ll want to keep the stakes low. Don’t be too ambitious starting out. Even if you only make a few phone calls with mixed results, focus on areas that need improving and celebrate your successes. Next, you’ll want to gradually up the stakes beyond your current abilities. Try different approaches in pitching callers and take note of any feedback. Remember, any attempt is success and “failures“ will further hone your abilities – either way, it’s win-win.

Embracing the Thrill of the Unexpected

As you proceed, you’ll begin to gain a sense of what cold calling really is and how exciting it really is. After all, just by using your voice and knowledge, you’re able to persuade callers to align with your business objectives; a valuable skill no matter which industry you choose to work in. Even in a matter of days, you’ll consider yourself a cold calling expert!

Faking It ‘Til You Make It

Tips for cold calling is tough
Source: Stockphoto.com O#100204681926- ID#100067081677

The truth is that even the most practiced individuals still feel some sort of anxiety when calling an individual they don’t know. In order to increase your success rate, you must demonstrate confidence, even if you feel the opposite. However, there’s a simple psychological hack: Faking confidence turns into real confidence. In fact, there’s relatively no difference between believing that you are a competent cold caller than actually being a competent cold caller. When the truth of this sets in, you’ll see that “faking it” is actually just stretching your abilities beyond your current perception of yourself. 

Always Be Personable

If there’s one tip that you take away from cold calling, it is that maintaining a personable and enthusiastic demeanor over the phone is paramount to ensuring success. Under no circumstances should you ever be mean or forceful, as negative emotions instantly turn off most callers that will take their business elsewhere. Having a cheery voice and even smiling during the conversation will boost your success rate. It also helps to give the other party the benefit of the doubt – as long as they’re on the phone, you can help brighten the day of even the grouchiest of customers, just by empathizing with their stress and struggles. Powerful cold calling tips!

 Understand the Other Party’s Needs

Similar to always being personable, accommodating what the party your calling actually needs is pivotal to your success in cold calling. No matter how much you may try, selling something that someone doesn’t want or need are fruitless endeavors. Instead, you want to align what your company is selling with the needs of the caller. For instance, you may be dealing with a stressed out mother that doesn’t have time to hear the endless features of your product; instead, you want to show how it solves her problems and makes her life easier. Keeping this in mind will raise your success rate and provide real satisfaction when it comes to cold calling. 

Building Relationships with Customers and Gaining Their Trust

11th June 2019 Learn, Tips

If there’s one thing about being a successful business owner, it’s the need to consider who is keeping your business afloat – namely, your customers. While you may be involved in the day-to-day operations that help your organization function, considering how the customer factors into your long-term strategy often go overlooked. This is especially important for businesses that may have a popular product/service but may not have considered how to remain competitive after the initial buzz and hype has worn off. The secret? Building relationships with customers and winning their trust.

In this article, we’ll explore a number of ways that you can provide customer success and build better relationships with your customer base, ultimately gaining their trust, loyalty, and business for years to come.

building relationships with customers
Source: Stockphoto.com O#100216436886 ID#100200144052

Communication is Key

Perhaps the single most important factor in building relationships with customers is the ability to establish a relationship with your customers through direct communication. Easier said than done, of course.

First, you’ll want to offer as many ways as possible for customers to get in contact with your business and be accessible to them. This means that you should accommodate emails, live chat, in-person office hours, virtual phone numbers (domestic and international), the company’s social media presence, conference calls, discussion forums, and so forth. If a customer can’t get in contact with your business easily, expect to lose important connections.

Second, you’ll want to adjust how you communicate. Instead of just telling the customer about your business, you want to have conversations with them to create engagement. Ask probing questions, such as what they want, what doesn’t work, and then offer solutions to their problems that address these needs. Chances are if you’re hearing the same thing from several customers, there’s probably a silent majority that feels the same.

Additionally, make sure that your employees follow this same protocol of deeply listening to what customers are talking about. Customer service is often the front-line of what makes and breaks a successful company, so make sure that new employees are trained in deep listening. For extended conversation, make sure your staff returns voicemail messages, follows up on inquiries, and respond to emails promptly. All of these methods of communication will create trust with your brand.

Be Transparent

Because our world is so fast-paced, it’s not uncommon to hear how another business swindled its customer base or misrepresented its intentions from the get-go.

To be transparent, you need to keep your customers informed of any changes and be as forthright as possible. Customers are more understanding about the setbacks that a company may face, particularly if your brand has been transparent from the beginning. For instance, the founder of a company that continually addresses the customers that make the business possible can directly address possible controversies and conflicts (i.e. a price increase on products) before they escalate. And if your company is experiencing unprecedented growth, you can also make that clear to customers to show that your company is thriving thanks to their participation.

Always Exceed Expectations

Just as consumers get jaded by a company’s lack of ethics, potential customers are looking to bring companies into their lives that go above and beyond expectations. After all, your customers expect great products or services from you; otherwise, they will choose your competitors and seek solutions elsewhere.

In order to remain competitive, it is important to continually raise the bar on what your company offers to keep the spark alive and reestablish trust, again and again. One simple way to do so is to under-promise and over-deliver. It is the mistake of a new company, especially startups, to promise the world but have objectives continually delayed. By making too many promises and underperforming, you kill the trust and predictability that your business should be delivering. On the other hand, when you impress customers by keeping your word, they keep coming back.

Therefore, you need to continually exceed customer expectations faster than anticipated and ahead of schedule (if possible). As a side effect, if your company does experience unforeseen delays and setbacks, you are able to still have a timeframe in which to still deliver on your promises. Similarly, you may want to add additional items at no charge, samples for new products/services your company offers, and coupons that come from a spirit of gratitude and generosity.  

Show Genuine Appreciation

It is important to show appreciation for your customers, particularly the ones who have extended their own loyalty in your brand for a long time and/or have been with your company since the beginning. There are a number of ways that you can accomplish this, such as offering long-time customers a loyalty discount program, exclusive deals, and freebies. For smaller companies with VIPs, you can write handwritten letters with specific details to show that you spent the time and effort to convey your deep gratitude for their business.

 

Your Moral Compass: How To Practice Ethical Behavior in Business

6th June 2019 Tips

Are you practicing ethical behavior? Do you know what ethical behavior is?

Ethics is the way to guide your moral compass. It establishes the difference between what is right and what is wrong. Ethics provides you with a system that will guide you towards making the best decisions when conducting business. The first step to ethics is to understand the difference between good, evil, and neutral possibilities. Sometimes doing the right thing will cost more than doing the wrong thing and you may be unsure whether it is worth it. All people go through ethical conundrums at some point or another. Ethics is not just deciding whether something is right or wrong; it is also about decision-making and taking action for your company and the people around you. Here are some ways to ensure that you are practicing ethical behavior in business.

If you are in a position of power at your company, then setting a good example for your employees should be among your top priorities. The company leaders that lack a strong moral compass and standing within their company can affect their employees negatively. This is because when an employee has an unreliable leader, chaos and fear can take over in an office. Employees trust the leaders who are open and honest with them and rule with fairness.

1. Respect your employees

All humans deserve respect, and your employees should recognize that you respect them because they are all at your company for a reason. As a leader, you should take an interest in your employees’ lives and commit your company to be one that allows their employees to grow.

2. Hire ethical people

When you set out to hire employees, make sure that these prospective employees have ethical guidelines that are in alignment with your company’s. The interview process should be rigorous, and all workers that apply must be researched thoroughly. Be sure to check references because not all can be revealed during the interview process.

3. Adapt to changes in values

Morals evolve between generations, and your company may be employing people from different age groups; from Millennials to baby boomers. Each of these groups has a somewhat different set of moral standards, and you should be understanding of the differences between them. If you find that the gap is vast, then consider hosting an ethics training workshop, so your employees will know precisely what is expected of them.

Ethical Behavior in Business
Source: Stockphoto.com O#23559 ID#100161226858

4. Set the tone

Practice what you preach. If you want your employees to act in a positive manner, then you must also act in that same manner by example. If you’re going to earn the trust of your employees, then there is no way around this. You can not expect more out of your employees than you expect of yourself.

5. Be accountable

We’re all human, which means that from time-to-time we are going to make mistakes. Instead of making up an excuse or passing the blame onto someone or something else, take responsibility for it. Own up to your mistakes. If you want to be an ethical leader, then you need to cut out the excuses and hold yourself accountable. Following this rule will help you to present a better role model for your employees as well. Owning up to mistakes also allows for more breathing room to make them. An employee shouldn’t fear for their job if they make one simple mistake.

6. Keep negativity off social media

Be mindful of the things that you put out on the internet because you can never be sure who is reading or watching. It is not an uncommon practice for a future employee to Google the executives in a company before they accept their offers. Remember to think twice before tweeting about a coworker or liking a controversial political meme on Instagram.

If you follow all of these guidelines, then you should be off to a great start at your company, however, if you feel that the workplace that you are currently in does not line-up with your particular set of values and ethics, then it might be time to rethink where you are working. If you always feel that people around you are not practicing what they preach and are not making the right ethical decisions themselves, then it may be time to move on and look elsewhere. If you try your best to set a moral standard at your place of work and you begin to see small changes in those around you, then you may just be setting yourself and your company up for even more success. Good luck!

The Top Reasons Customer Service is Your Company’s Lifeline

6th June 2019 Tips

Is customer service the reason your business is suffering? Customer service is one of the most critical areas of your company, and when it hurts, your entire company will fail. Think about it; customer service representatives are the direct line between your business and your customers. Do you think that your team is representing your business well? In the highly competitive small business industry, your customer service team could be the ‘make it or break it’ aspect for your company.

Customer Service Puts You Ahead

Companies with highly trained customer service staff will always come out on top, compared to other businesses that spend their time looking to other avenues such as marketing and ads. Marketing and advertising are essential aspects of the company but did you know that it’s better to focus on your existing customers? It may sound counterintuitive, but it’s true. A loyal customer is for life, and when doing business long-term, loyal customers can make a difference in your longevity.

If you are still skeptical of the benefits of customer service, then read on to learn the top reasons customer service is your company’s lifeline.

1. You Save with Customer Retention

Customer retention by 5% can increase your profits by more than 25%. If that math seems a little wonky to you, think about it. If you have one loyal customer, they are much more likely to continue to purchase from your brand. If you sell tissues, toilet paper, and paper towels, they are much more likely to buy all three products dutifully every week they come into your store. Contrast that long-term purchasing with the customer who decided to try your product one time when it was on sale. If you gain enough customer retention, your brand will sell itself, saving you money on operating costs over time. What does all of this have to do with customer service? You gain loyal customers by being loyal first. Be available 24/7, listen to their needs, solve their problems, and always let your existing customers know that you appreciate them.

Customer Service
Source: Stockphoto.com – #O23559 #ID100167049324

2. It Gives Your Brand a Positive Image

You know your mission statement, but just because you’ve got it memorized, that doesn’t mean your customers do. Customers only know from your company what they assume about it when they view you on social media, see your ads, and interact with you on the phone. If you have a positive presence all across the board, they will see your company in a positive light. It’s as simple as that.

3. Happiness is Contagious

A big smile from a stranger can brighten anyone’s day. Imagine you were having a bad day and running late for work. Then, on your commute to work, a baby can’t stop smiling and giggling at you. It would be hard to continue focusing on your bad day when so much happiness has entered your sight-line. The same goes for customer service agents. A positive customer service agent on the other line can help set the mood for a disgruntled customer on the other end.

4. Word of Mouth

Money can’t buy you word of mouth advertising, but it is one of the most worthwhile forms of advertising. We’ve all done it when we are impressed with a brand; we can’t help but talk about it with our friends. If you have a pleasant experience with a company, it stays with you, and that’s why having a strong customer service team is so important. We revisit and reorder from the same places over and over again because something impressed us. Whether that’s a happy server at a restaurant or no-hassle, free-shipping on returns at a fashion company.

5. People Are Willing to Spend More on a Brand They Trust

This is something that is not very obvious, but very relatable. If you’re shopping online and looking for a particular product, you’re going to go with the brand that you trust over another brand with cheaper products but a bad reputation. When you’re looking for a restaurant to go to with friends, you might check out Yelp. If there are rave reviews for a more expensive spot you’re more likely to check that place out then to head to the dive bar with one star.

Credibility & Your Small Business: How to Ensure Your Company Maintains Trust from Customers

3rd June 2019 Tips

How to Ensure Your Company Maintains Trust from Customers

Nobody is going to consistently invest in a company that they do not trust. It is easy to build trust in a business relationship as long as you follow a few steps and commit to these steps for the long haul.

Below are some tips/steps with regard to credibility & your small business.

Always Be Genuine

Practically every person on the planet has had some type of unpleasant experience with a salesperson. In fact, many may have even abruptly walked away from a sales situation where they felt manipulated. Rather than acting or sounding like a salesperson, be genuine. Act the same as you would if you were meeting with a colleague.

Place Value on the Relationships

If you want people to value a relationship with you, then you must truly believe that the relationship is important to you and treat it as such. You must also have confidence in the fact that you have something of value to bring to the relationship.

Show Interest in Your Customers

Another tip regarding credibility and your small business is to be curious. People are drawn to those who show they have an interest in them. Having curiosity is a crucial element when it comes to building relationships. Having a steady interest in others opens the pathway to learning new things and making new connections with people.

Credibility & Your Small Business
Source: Stockphoto.com – O#23559 ID#4756320

Develop and Demonstrate Consistency

A customer or client’s ability to trust your business depends on whether you and your staff show this customer or client that your behaviors as an organization and as a person are consistent over time. People trust consistency. When a customer is able to predict your behavior, that customer is then also more likely to place their trust in you and your organization.

Be Truthful

Trust emerges when selling is approached as a way of helping someone. For a company, making it your quest to discover the areas where you and your customers can work together is important. Also, being able to point out when your company’s services or products are not the right fit for a customer or a situation is the epitome of honesty and forthrightness.

Stay Open Minded

Keep the customer’s best interests at heart and openly discuss options with them. Being narrow-minded and adopting the idea that your product is the only right choice for the customer may give a customer the sense that you do not have their best interests in mind.

Have Real Conversations

Every time you meet with a customer, have a conversation rather than slapping them with a sales pitch. Spend some time listening to your customers. Make sure the conversation has substance and is about real business issues, not just small talk.

Keep Things Professional

Customers tend to trust organizations and individuals within organizations who are serious about what they do and are willing to take the time to achieve a deep understanding of their particular tasks and overall work. Taking the time on a daily basis to learn more about your customers, their industry, and whatever challenges they have is important.

A final tip regarding credibility and your small business is to show real integrity. This means that you are willing to take a stand even when it is unpopular to do so with your customer or with your company. This does not mean you need to be adversarial, but you should have the ability to make decisions based upon what you know is right. Another way to show real integrity is to never promise what you cannot deliver.

Gaining trust and credibility is only part of the equation to success. You should also have a product or service that customers really want and need, as well as the ability to show how you are adding value, solving problems for them, etc. It’s important to remember that if you don’t earn the customer’s trust they will probably go elsewhere, even if their offering isn’t as good.

People want to feel secure in the company they are doing business with. In this regard, building trust is key to getting to any of the next steps in building a solid relationship with your target customers. This will foster the relationship as they invest in you and your brand for the long-term.

After you have already established a trusting relationship with your customers, retain it by encouraging customers to leave reviews. It will be important to avoid shortcuts, emphasize customer service, and offer loyalty programs to keep the flame burning strong.