Tag Archives | success tips

Navigating Through Negative Feedback Online

By on April 2, 2013 in Customer Service, Guest Articles

Navigating Through Negative Feedback Online 199x300 Navigating Through Negative Feedback Online

Guest Article

As an entrepreneur you have been able to blast away boundaries. You’ve beaten the odds of slim-to-none success and crafted your abilities into a genuine, professional promise for your customers.

Considering your continued hard work and extended efforts, accepting negative criticism can be a tough task. However, if you can achieve insight from feedback and implement it into your performance, the lessons learned can serve your business for the better; but how?

How do we navigate through negative criticisms and come out the other end still motivated (and sane)? Here are four help strategies that will help you manage honest feedback about your small business.

It’s all about attitude

Put a positive spin on every criticism by pledging to find a lesson learned. After reading negative feedback ask yourself: How has reading this afforded me the opportunity to improve? Then, command yourself to find an answer.

Reply back…quickly

It’s a fact of social media life; the worst thing you can do in a negative feedback situation is ignore the commentator. You’ve built online platforms to interact with your customers, which means you should entertain all forms of interaction, even the negative ones.

Remember that while the issue may be between one customer and your company, you have an audience. Not responding sends a signal that you’re not proactive about problems and not concerned about your customer’s experiences – impressions we all want to avoid.

So reply, and reply quickly; social media tracks times and dates, so everyone watching will be clued-in to your customer service’s attentiveness, or lack thereof.

But plan first

A simple discrepancy can turn into a viral conversation should things get out of hand, so have a response plan in place before your carefully chosen words ever strike a key.

First, weed out the wronged from the wailers. Some people just want to complain and online forums provide the perfect stage for theatrics. Being able to differentiate truly wronged customers from those who want to rant will save your sanity.

Still, everyone deserves a response, so find one thing to agree on.  Jenny, I’m sorry to hear about your experience, getting conflicting information would completely frustrate me as well.  It’s important to avoid counter criticisms like: We’ve had some staff issues recently and…  No one needs the excuse, they just need the apology.

Keep in mind that the wronged might deserve an extension of your apology in the form of compensation.  Remember to be personable and specific.

Replying with: I’m sorry to hear you had  a bad experience is not as redeeming as: Jenny, I am sorry to hear about the conflicting information you’ve gotten from different staff, and thank you so much for taking the time to comment.  You’ve opened my eyes and I’m currently remedying our efforts to make sure no other customer has a similar experience.  In the meantime, I’d like to email you an exclusive coupon code to use anytime during our Spring Sale.

Notice how the conversation is encouraged to be finished up in a private realm rather than the comments section? Whenever possible opt for moving the discussion off public platforms.

Focus on the positive

You didn’t ignore the situation, you apologized and you may have even extended an offer; now that’s that.  Allowing yourself to get consumed by negative feedback is a one-way ticket to trauma town so do not dwell on it.  Instead relax, take a break, do something enjoyable and move on.  After all, you’ve got a business to grow.

“Businesswoman With Phone” courtesy of Ambro / www.FreeDigitalPhotos.net

What experiences have you had with online criticisms?  Share your story below!

kelly gregorio 159x300 Navigating Through Negative Feedback OnlineAbout the author: Kelly Gregorio writes about topics that affect small businesses and entrepreneurs while working at Advantage Capital Funds, a company that provides businesses working capital. You can read her daily blog at http://www.advantagecapitalfunds.com/blog. 

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How to Qualify Potential Customers

By on November 5, 2012 in Grow Your Business, Your Small Business

qualify potential customers 300x275 How to Qualify Potential CustomersAs small business owners the one thing we all have in common is that we have limited time and limited resources. While we must all constantly be on the hunt for new customers, it is critically important to recognize who is worth chasing.  Since your time is the most valuable thing you can give anyone, it is imperative to qualify your customers.

You should only meet with a prospect in person for three reasons; to get information, strengthen the relationship or close business. Every business owner is a salesperson and the best salespeople only spend time with companies that are ready to buy or are experiencing a pain point and are looking for brainstorming to solve their biggest problem.  Now the latter is a potential slippery slope, sometimes prospects will just use you for information without any intention of doing business. Here’s how you keep that from happening. Give clients just enough information to demonstrate that you know how to solve their business challenge.  Don’t give away all your knowledge, because you’ll never persuade them to do business with your company. But you could also look at it this way – just because you give them all the ingredients doesn’t make them a chef.

One of my small business clients called me recently asking what to do about a prospect that keeps breaking appointment without notice.  Now hear this: If a prospective client can’t keep appointments, it means they are really unorganized or that they do not value your time and are probably going to be a nightmare to deal with if you do land a contract.  Walk away after two failed appointments.  Be careful not to show any annoyance or hostility to the prospect when you move on, they could come back when they get their act and budget together.  If they keep trying to reschedule with you, simply say you are unavailable due to a huge new project, or give them a bid that you know far exceeds their budget.

In order to qualify a business opportunity, you must have your ACT together! ACT is an acronym for the three key steps in the sales process of any small business owner. This is how to qualify potential customers.

Ask for their budget.  Schedule a conference call to get clarifying information. The phone screen is key to avoiding wasting time.  Before you agree to your first appointment find out what the budget is for the project.  You will also want to know how fast they expect you to jump in and get started. It’s common to hear one of these three responses: “We need you yesterday!”, “We have no idea, we are just gathering information.” or “Can you send me some information?”   Respond with, “I would be happy to send you my marketing materials or a link to our testimonials online. But we really can’t move forward until we have some idea of what kind of budget you are working with. When you have a budget and timeline, we would be happy to meet with you and any other decision makers to discuss some options. We have capacity right now to jump on this project we just need to know from you that you’re ready to do business with us.”

Check Their Credibility. You should always use LinkedIn to check out who you are speaking with at a prospect company. You want to make sure they are not just fishing for information and you need to know what level they are inside their company. Try to get as much information as possible with probing questions such as:  “I have several pieces of information I could send to you about my company. Can you please tell me a bit more about your existing vendor or your business challenge?  If they say, “Just send me what you have,” you are probably not dealing with a decision maker.  If they tell you about their business and the problem you will be solving, you probably have a strong advocate in this person and should move forward aggressively.

Test Their Process. In the final step you are going to test your new contact by asking about the purchasing process. Ask something such as, “Once you have the information, what is your timeline to making a decision on a vendor? How many other companies are you speaking with? What are the next steps?”  Their response will give you insight into the seriousness of this business opportunity.

Everyone is under pressure to generate results in the post recession economy. Do not believe that all of your prospects are well intentioned. It’s a big mean world out there, and people will pick your brain for free ideas, pricing, or just because they have no idea about what they should be doing.  Don’t get used!  Use ACT to qualify your potential customers and your sales will significantly increase!

Have you had any good or bad experiences with prospective clients?

Melinda F. Emerson, known to many as SmallBizLady is America’s #1 small business expert. As CEO of Quintessence Multimedia, Melinda educates entrepreneurs and Fortune 500 companies on subjects including small business start-up, business development and social media marketing to fulfill her mission to end small business failure. She writes a weekly column on social media for The New York Times. Forbes Magazine named her #1 woman for entrepreneurs to follow on Twitter. She hosts #SmallBizChat Wednesdays on Twitter 8-9pm ET for emerging entrepreneurs. She also publishes a resource blog http://www.succeedasyourownboss.com Melinda is also the bestselling author of Become Your Own Boss in 12 months; A Month-by-Month Guide to a Business That Works. 

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Are You Focused on the What’s New Part of Your Business?

By on June 4, 2012 in Business Inspiration, Grow Your Business, Melinda Emerson @SmallBizLady, Your Small Business

balloons 300x225 Are You Focused on the Whats New Part of Your Business?The ads have been run, the banners placed (either at your brick-and mortar store or online), the emails have been sent and the tweets have been written, it’s now time to launch your business. All the months of preparation, anxiety, and expectations have coalesced around this pivotal point – creating an enterprise to sell something. Certainly your launch will be crowded with unforeseen challenges from employee issues, to attracting customers, identifying reliable suppliers, and whatever else emerges from the woodwork. However, over time you will create a rhythm and a “normal” business day.

As the dust settles, there is a part of your evolving routine that must include some time to focus on the “what’s new” part of your business. Why? Simply, it’s a competitive advantage. You can be sure your peers are looking for every possible bit of leverage to get more customers, and it might be at your expense.

So how do you keep thing fresh and new in your business?

  • Join your industry association. These organizations will usually provide information on current or pending legal issues, nationwide lists of businesses like yours, a broad range of advertisers who specialize in addressing your company’s equipment and consulting needs, and provide insight on business trends.
  • Subscribe to industry publications. Make sure you are subscribed to the trade publications in your industry that will not only talk about success stories in your business but also talk about technology and process trends that can help you make more money or get more sales.
  • Read other business publications. Try to read as much current information as you can about big and small business. You never know how a challenge a blue chip company is facing could give you a brilliant idea. Try reading at least the blogs of The New York Times, Forbes, Fortune, Bloomberg Business Week, Inc., Black Enterprise, Entrepreneur, etc. to track the latest general business information (Please don’t forget to subscribe to this blog for business tips too.)
  • Go check out a peer business!  As well as you think your business is running, there are folks out there who are probably doing a better job than you are. You want to select a company that is in your business but far enough away geographically that they are not really competitors. Industry conventions and trade shows are great places to meet these high performing companies and the ideas that you can get from them from an onsite visit could pay big dividends for your enterprise.
  • Listen to competitors via social media Social networking sites such as Twitter, Facebook, and LinkedIn are perfect for spying on the competition without them even knowing it. Understanding how the sites work is extremely valuable. You can use the information to improve the customer buying experience and create customer loyalty programs.  I would also suggest creating Google alerts on the three competitors too, so you can track other aspects of their business as well. Remember success leaves clues everywhere and information is the currency for success.

Do you have any other suggestions for keeping your business fresh?

Melinda F. Emerson, known to many as SmallBizLady is one of America’s leading small business experts. As a seasoned entrepreneur, professional speaker, and small business coach, she develops audio, video and written content to fulfill her mission to end small business failure. As CEO of Quintessence Multimedia, Melinda educates entrepreneurs and Fortune 500 companies on subjects including small business start-up, business development and social media marketing. Forbes Magazine named her #1 woman for entrepreneurs to follow on Twitter. She hosts #SmallBizChat Wednesdays on Twitter 8-9pm ET for emerging entrepreneurs. She also publishes a resource blog http://www.succeedasyourownboss.com Melinda is also bestseller author of Become Your Own Boss in 12 months; A Month-by-Month Guide to a Business That Works.

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