I keep seeing tips to better small business networking everywhere I go. For example: at some point everyone has a problem with their cell phone and must venture into one of those stores or up to a kiosk where you most often you end up with a high school age employee who isn't really concerned with your problem. They'll happily sell you something new or pass you on to the toll-free customer service number, but they don't really want to take the time to truly help you. So, my expectations were pretty low as I ventured into a T-Mobile store in Kent. I needed to figure out how to get my pictures off my cell phone and on to my computer. I waited for the next available clerk when fate stepped in to assist me.
A young man, Raphael, approached and I explained my challenge. He showed me what many people use, but quickly said there was another alternative. I could just buy a memory chip and then a twenty dollar reader that allowed me to download the chip directly to my computer. A must less expensive option, and the memory chips were on sale. He went to get my sale chip, but they were out. Instead, he handed me his own memory chip saying he had just upgraded to more memory and didn't need it. Raphael then proceeded to install the chip, transfered all my photos and rang up my mere twenty dollar sale.
To say Raphael gave above and beyond customer service is an understatement. He listened to what I needed, found the best and most cost effective and even gave me 'the memory chip off his back' so to speak. Now, I've dealt with cell phone stores before and have never come close to this level of immediate gratification service. So, I'm pretty sure this experience comes in great part to who Raphael really is and how he personally does business.
That being said, as a marketing writer, I try to steer my small business clients clear of using platitudes like "great customer service" unless they have a good qualifier. In other words, what does that really mean and how does it make you stand out from your competition. Otherwise, it just doesn't mean anything to your potential customers...so you're better off not saying it at all. However, if you can show what that "great customer service" really means...then it can become an effective part of your marketing message.
So, what does any of this have to do with small business networking? Well, networking is about developing business relationships. And, part of building that relationship involves increasing your credibility. You do that by demonstrating, in everything you do, how you do business...and that starts with your networking. Now I'm not saying you have to give things away, like Raphael, but there are ways you can demonstrate your great customer service at any small business networking opportunity.
1. Focus on them not you: Ask about their business and goals, introduce them to someone new; ask for their card for future follow up.
2. Follow through with plans: If you said you'd call them the next day to schedule a meeting or forward that invite to another event, be sure you do that. The sooner you do this the better.
3. Surprise them with the unexpected: If they mentioned their love of sailing, send them info about (or even free tickets to) the upcoming boat show. People love it when you remember something personal about them.
Bottomline is that showing you are interested in them and their business and truly listened to what they said will win you major 'great customer service' points every time you network your small business. You'll build credibility and strengthen those business relationships. Before you know it, those people won't imagine doing business with anyone but you.
Happy Networking!
Thursday, July 23, 2009
Thursday, July 9, 2009
Faster response time means better networking
Recently I spent three days in a training workshop learning 3 notebooks full of information. Yes, there's a lot to know when it comes to small business networking. And I learned one lesson that wasn't even on the agenda. As is likely to happen, many of the attendees have great flashes of inspiration they don't want to forget. Much of this isn't actually in the notebooks - it comes from the other attendees. From super ideas they use in their business to they way they explain something so you finally get it.
Well, at this session, the trainers had every participant stick a large sheet of paper to the wall and write their name on it. You were then given a pad of Post-It notes. The, whenever you heard something you didn't want to forget, you wrote it on the Post-It and stuck it to your piece of paper. All well and good, but what the heck are you going to do with a large paper covered in sticky notes? The trainers asked one volunteer to take all the sheets and type up every idea and note. Then it was emailed to the entire workshop. So, not only did you get your ideas, you got everyone else's highlights and BFOs (Blinding Flashes of the Obvious).
Right now you're probably wondering what in the world this has to do with small business networking. Great question. The answer is the volunteer! Annette volunteered to put this list together for us after our 3 days (Wednesday - Friday). On Saturday morning I logged on to check email and found Annette's email with the aforementioned list of notes in a nice file. Less than 24 hours after 3 days of 8 hour sessions (and a drive back home) she had fulfilled her promise to us. I was very impressed, okay blown away, with her quick turnaround time. I for one had slept in a litte to catch up on some rest. But this gal demonstrated a key to building strong relationships - especially small business relationships. Respond quickly and over deliver on expectations!
You might think that only matters once you get the job, but in fact it matters more in networking and developing your business relationships. If you meet someone at a networking mixer and say you'll follow up to set a meeting or give them that contact information they need...then do it and do it quickly. If the next morning they find an email from you with that link or information or a suggested time to have coffee - how will they think of you? Remember that until someone does business with you, everything they know about how you do business is how you treat them and how you conduct yourself at those mixers, etc. So, trust me that new contact is going to be very impressed with your quick response time. That scores you major points in the credibility category.
Too often these days businesses drop the ball, don't follow through and don't get the job done. When it comes to your small business networking, you can WOW people before you've even talked about your product or service. So, remember that as part of your action plan. Whatever sort of follow up you promise goes to the top of your to do list. You can win even more credibility if you over deliver. Perhaps you didn't promise to send any information, but you do a little research online and find an article that your new business friend might be interested in. Send it to them immediately, no strings attached. Just do it quickly. Make yourself a networking challenge and see how fast you can actually respond.
Follow up is vital in strategic networking. Timely follow up is what will put you ahead of your competion and lead you to profitable relationships! Don't just do it...do it now.
Happy Networking!!
Well, at this session, the trainers had every participant stick a large sheet of paper to the wall and write their name on it. You were then given a pad of Post-It notes. The, whenever you heard something you didn't want to forget, you wrote it on the Post-It and stuck it to your piece of paper. All well and good, but what the heck are you going to do with a large paper covered in sticky notes? The trainers asked one volunteer to take all the sheets and type up every idea and note. Then it was emailed to the entire workshop. So, not only did you get your ideas, you got everyone else's highlights and BFOs (Blinding Flashes of the Obvious).
Right now you're probably wondering what in the world this has to do with small business networking. Great question. The answer is the volunteer! Annette volunteered to put this list together for us after our 3 days (Wednesday - Friday). On Saturday morning I logged on to check email and found Annette's email with the aforementioned list of notes in a nice file. Less than 24 hours after 3 days of 8 hour sessions (and a drive back home) she had fulfilled her promise to us. I was very impressed, okay blown away, with her quick turnaround time. I for one had slept in a litte to catch up on some rest. But this gal demonstrated a key to building strong relationships - especially small business relationships. Respond quickly and over deliver on expectations!
You might think that only matters once you get the job, but in fact it matters more in networking and developing your business relationships. If you meet someone at a networking mixer and say you'll follow up to set a meeting or give them that contact information they need...then do it and do it quickly. If the next morning they find an email from you with that link or information or a suggested time to have coffee - how will they think of you? Remember that until someone does business with you, everything they know about how you do business is how you treat them and how you conduct yourself at those mixers, etc. So, trust me that new contact is going to be very impressed with your quick response time. That scores you major points in the credibility category.
Too often these days businesses drop the ball, don't follow through and don't get the job done. When it comes to your small business networking, you can WOW people before you've even talked about your product or service. So, remember that as part of your action plan. Whatever sort of follow up you promise goes to the top of your to do list. You can win even more credibility if you over deliver. Perhaps you didn't promise to send any information, but you do a little research online and find an article that your new business friend might be interested in. Send it to them immediately, no strings attached. Just do it quickly. Make yourself a networking challenge and see how fast you can actually respond.
Follow up is vital in strategic networking. Timely follow up is what will put you ahead of your competion and lead you to profitable relationships! Don't just do it...do it now.
Happy Networking!!
Subscribe to:
Posts (Atom)
