Business Referrals – How NOT to accept one
This was the look I got!
For the first time EVER in my life, I was given a referral and was absolutely floored by the response it got! The response was really an eye opener for what people and businesses should never do when someone refers you a client or business.
What happened?
Well, we have been renovating our house and tore down a wall between our kitchen and dining room. The reno has meant we had to look at a few options for filling in the gap where the wall used to be. I was trying to salvage the new flooring laid in the kitchen last year so we were looking for a unique solution.
Since we moved here in 2008, we have been using the same flooring place for everything we have needed. The service has been excellent, the work as well and that has meant we are a loyal customer to this company. Anytime I need flooring or information I head straight to TK’s Carpet and Flooring in Dartmouth and talk to Claude.
This unique solution I was looking for involved getting a custom piece done so they referred me to another local company, close by that specializes in hardwood (I’m going to play nice and not say their name). So off I went this weekend to inquire about me needs.
When I explained what I was looking for, the woman indicated that they actually could not do this type of item and she gave me some other advice about how to go about it as well. As always, if I was referred to a business I like to let them know, most people always like to know why your chose their business. So I mentioned that TK’s had sent me there thinking they would have the skills/abilities to help. The response?
Oh yes, they always like to send people here when they don’t want to help you out.
Now, this might not seem like a big deal when the words are written out, but when you add the change in her facial expression along with the disdain in her voice as she said this the entire tone of the comment changed. I should have commented right there – but I have not always been as quick with retorts as some can be (My sister is really great at this and would have taken her down for sure).
I left thinking “What a rude way to take a referral for business”. No matter what she thought, she should have said something complimentary as opposed to shooting down the business that sent me to her doors in the first place.
As I drove away, heading in fact to TK’s to check out my other options, I was really thinking about how that was such a crappy thing fro her to say. I appreciated TKs giving me a name to check out, but definitely not her reaction to it.
SO… I did what any good and loyal customer would do – I let them know at TKs the response to their referral. I highly doubt they will refer to them again. And I will never recommend them either.
Lesson learned: Always think about what it means to accept a referral.
Someone, no matter who they are, felt you could help the person they sent to you. Accept this complement in the way it was intended, with courtesy and thought. Anything less and you may find yourself losing customers and future referrals because of your attitude.
What referral good / bad stories have you experienced? Please share here by posting a comment.
4 Tips to Keeping Focus during a Sales Call or Consult
Consults, Sales Calls, Consultations…
They have different names but their purpose is the same for all…you spend time with a prospective client to determine if your services will fits the needs they have and if you want to work together (make a sale).
There is a point to every sales call or consult that is like the saying “sink or swim”. There are many ways to ruin a sales call and beating around the bush is just one of them. You need to make sure you get to the point and stay focused on the purpose of the call.
You don’t want to spend too much time during a sales call or consult or you risk the prospect losing interest and can also end up giving away too much information. This was something I found I did … A LOT! It’s easy to get talking and lose control because you are enjoying the conversation. But time was an issue for me and not wasting it, was a goal I had.
After a year in business I made a few changes with regards to my consults and since then I have been able to make much better use of my time during these calls. The solution?
A consult process and an agenda tick sheet for each call to be as effective as possible. 
Here are my Top 4 Tips to Keeping Focus during a Sales Call:
1. PRE-Consult Info: One of the most effective tools I do is to send a consult form to everyone looking to have a call with me. The form includes all relevant background information I am looking for when talking to prospective clients. I find this fills me in on a lot of the information that clients want to share about their business. I find if I have the info up front then I have a better idea of their business and their needs.
2. Consult Questions on a Form: The best way to spend time during a consult or sales call is to have an agenda. I created myself a consult form that contains a lot of the normal information I want to learn about a client and the questions I want to ask based on the background I already know. Most of the form is setup like a checklist, so I write less information as opposed to ticking or circling answers. With the form by my side I can keep on track during the call and better spend our time together. If the conversation gets off topic, I use this form to get me back to earth and to keep the focus during the call. It also helps that I have many areas I ask questions and have a lot of the standard answers. I only need to circle the answer from the client. Saves me time and helps me keep better notes.
3. Services & Benefits info: My consult form also has areas on it that remind me of the benefits I want to share about our services and how they can help the client. I keep a list of prices as well so I am not thinking about them as the list is right there in front of me.
4. Set a Time Limit: My consults are free but if I didn’t keep them to a time limit I would have many hours a month spent on these calls. Not every call converts into a client; so keeping them focused is essential to remaining productive. I let prospective clients know how long my free consults take. This sets the expectations up front as to how much time is needed. If it goes over (and occasionally it does) they are appreciative of the extra time I spent with them. The form helps a lot to keep me to a shorter time on the calls. It is easy to lose track of where you are and one look at the form and I know what to ask about next.
My process and form mean that I now have an agenda to follow and the time is focused on the real issues at hand. It keeps clients from getting confused with too much information and me learning how I can help solve their issues.
How do you make your own process and forms?
Look back at your notes from the last 5 sales calls or consults you have had. Take note of the common information you wanted to know and the questions you asked. Using this information you can setup two documents; one to gather info prior to the call and one to use during the call. Make certain to include a part on the form that lists your services, benefits and prices. You may not always refer to this part as you get more familiar with your process, but it’s always good to have the notes there to back you up.
Good luck with your Sales Process, and let me know how your first call goes once you have tried this method.
Blogging to your Target Customers
Blogging can help build your visibility online. When you write a blog post, you want to speak to your target customer and need make the content relevant for them.
If your market is attracted to your blog, as they read and follow your new posts – they will learn more about your services and products. You want to have a content guideline so that you stay focused and on target with your content.
To stay on track it’s important that you first consider your target customers before proceeding with the series of content that you would like to post. Without proper thought, you might miss the real purpose of your blog, which is to catch the attention of your prospective customers. It’s okay to have blog posts interspersed that are not fully on target with the content, but overall you want to keep the focus to keep speaking to your target customers.
Web surfers are very diverse and they have different backgrounds, preferences, and lifestyle. Therefore, market segmentation is very important. Your target market will depend much on the products or services that you are selling, and you better know your products very well. It is your products that determine the demographic profile of your customers. Before deciding on the theme of your blog, it would be better if you have a definite profile of your ideal customer in mind.
This profile will represent your target market segment. The basic demographic profile includes age, gender, and social or economic status. The categories under each profile are as follows:
- Age. Does your target market consist of children, teenagers, adults, or senior citizens?
- Gender. Are your target customers male, female, or transgender?
- Economic Status. Do they belong in low income, middle income, affluent, or rich group?
- Location or address.
These profile or sets of traits should match the characteristics or features of the products or services that you are offering. Remember, however, that these classifications are still relatively broad and apply only to basic commodities where product differentiation by consumers is still not so distinct. Examples are medicines or medical services, foods, educational services, and others. Items everyone needs regardless of demographics.
For stricter market segmentation, you can differentiate your target markets or narrow them further according to customer temperaments, needs, goals, and fears. Specifically, you can distinguish them according to:
- Needs – sense of accomplishments, sense of belonging, self actualization • Goals – productivity, efficiency, savings, safety
- Temperaments – serious, happy go lucky, complacent
- Fears – old age, poverty, ill health, rejection
There are still more categories to further narrow your market segment such as educational attainment, lifestyle, mindset, family size, political views, etc. These are relevant if the products or services that you are offering are highly specialized or customized such as travel or vacation packages, luxury cars, high tech gadgets, and other such items.
Having a clear picture of the common characteristics of your target market when blogging for business will help you decide what theme or blog design to use, the appropriate mode or tone of your article, and the right images that you need to use.
These details may overwhelm you at first. But, you should realize that your purpose for blogging is to attract web users who are more likely to use your products or services and to influence them to buy and patronize what you offer. Keep this in mind as well that customers now are more discriminating, especially if the products are quite expensive. They scrutinize details and compare them with competing brands.
So to make your blog more effective, know your products well and create a profile of your target market based on your products’ characteristics and features. Then, post blog content that will appeal to your target market.
Remember, your business blog is created to ultimately generate sales; first having gained the trust of the blog readers. Keeping your focus will help you stop reduce wasted time and effort when blogging for business.
Do you think about your target customer when you write or oplan your blog content?
Peer Support is Vital to your Success
I was recently listening to a CD on delegation for small business owners and one of the points the speaker made was one of the top reasons businesses fail. Support.
As a small business owner you are everything to your business. Sales, Marketing, Operations, Admin, bookkeeping and many other parts. Having peer support is one of the things that can help you build your business.
Connecting with people of like minds, in a similar industry can really help boost your own business. You need a sounding board, you need someone who understands where you are and what outside influences can affect how you run your business.
For the past couple of years I have met weekly with an Accountability Group. We started as two then built to four people. All Virtual Assistants, in some way or another. We met to discuss plans, goals, issues and more. Being in the same industry we never felt like competitors, but more like colleagues and collaborators. We understand the issues that affect our specific businesses and the support we provide each other actually helps each of us continue to grow and build our own businesses.
Last spring, we decided to take this group a step farther and meet in person to dig deep into our businesses and do some intense concentrated work on our businesses. A time to step away from the daily work and issues that keep us from going deep into our plans.
And this is where I am right now… locked away in a house in Ontario working hard on new plans ( and in some cases old plans that never made it to completion) with 5 other fabulous women business owners.
We are intense into our Mastermind Retreat weekend and have been working hard every day. We scheduled time and specific As a small group we have been able to take time and listen to each others issues; sharing ideas to help, techniques, tools and in some cases confirming beliefs that have been sitting in the back of our minds and needed reassurance that yes it is time to change. 
(one of my contributions was the lobster dinner – direct from Nova Scotia! An experience for two of the group who had never tasted lobster before)
Peer Support is soooo helpful to entrepreneurs and small business owners. The inspiration and information you will receive and share in a group like this should (and will) propel your business forward. And networking is how you will find your own support group.
Whether networking in person or online (as I do a lot of mine), you can look for and discover people that you connect with, you resonate with and ones who will also have a different opinion to share with you. They do not have to be clones of yourself – that won’t always be helpful… eyes that have a different view on your business are more helpful to you than a clone.
Take a look around your business world and circle of contacts – who there do you see that appeals to you as a peer? Can you bring something to the table to help them? These are a couple questions to help you find and start your own Accountability / Peer Group. Get out there and be the instigator and create your own group. It may take some time to grow and find the right people; but it really will be a help to your business. Having the extra eyes and ears will become something you enjoy and look forward to with your regular meetings.
My peer group support this week has been invaluable! Thanks to all the Gals who committed to themselves and each other to make this happen!
Missing appointments? This Tool can Help
Last week I scheduled an appointment with a renovation company to go over possible work, get an estimate and get it started. I am asking this of someone who I have worked with before, so the odds are good I will hire them again, and home renovations is not chump change.
But they ‘forgot’ about me and never showed up. When I called because I wanted to check on when they were going to be there, I was told “Oh I completely forgot, sorry. How about Friday morning?” This could be enough for some people to say forget it, you missed this appointment, how will you be when it comes to doing the work? Your presence for consults or estimate say a lot about how you work – making them appointments you should never miss, never forget. I will give them one chance, and frankly if they are not here when noted; I will be writing them off.
As a small business owner working in a any business but even more so a business like home renos or other work where you get calls for estimates and have to followup on these you need an easy reminder / appointment calendar system. This is a must if you don’t want to miss out on business.
Most likely you have it already and just do not use it. Few people working in the trades these days go without a cell phone or smartphone, they are on the go and do not want to miss call or be unreachable. That phone is the answer. Almost everyone of these devices has a calendar system of some sort. USE IT! Make this calendar your friend.
- Learn how to enter appointments in your calendar and set reminders as well.
- Have reminder times that make sense. If it takes you on average 30 min to get to an appointment (if in person) then set your reminders 1 hour ahead. Give yourself reminder time to be on time, if you forget a lot.
- Use it immediately. If someone emails, then move that email to your calendar and setup the appointment. Or once you hang up the phone then enter the name / info into your calendar right there. DO NOT do one other thing until this has been done.
It’s all about keeping yourself organized no matter what line of business you are in. I have even started getting my 12 year old son to start using his phone for his homework / assignments. It’s the one device he always has on his person, so we’re using it to make certain he stays on track.
What tools are you using to stay on track? Please post a comment here with other tips you have to share.
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