Small business
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.
Customer Service Response Time – What’s Yours?
Response time is one of the most important parts of the job for First Responders – Paramedics, Firefighters, and Police. These divisions of services for cities all over the world focus on their response time as a large part of their business planning. They have goals around it, they review it often and also analyze it looking for ways to improve. The improvement and focus is needed because for First Responders; 30 seconds can actually be the difference between life or death for their ‘clients’.
Small business owners sometimes do not realize how important response time is as well. Response time? As a Small business owner?
Your response time to inquiries for business and to service requests is vital to your success. Especially, (ESPECIALLY!!!) as a small business. You need to be certain you have a system in place to respond to customers, potential or current, if you want to grow your business. If you don’t you may simply be letting business walk out your door!
I bring this up, because over the past two weeks I have personally experienced very bad response times to two different requests. By sharing them, and one is really amazing, I hope to open your eyes to how important your own response time is.
EXAMPLE 1: Coaching Services offered via a website
After I returned from a conference in July, I made the decision to hire a business coach. I had some names in mind and set up two interviews and then a friend recommended another person; so I went to her website and did some research. It looked promising and I filled out the online coaching application form that asked for specific info from me and promised a response within 48 hours. (I was a little concerned by the mentions over and over to white list her email to make certain I got her reply).
Two days later, still no response. So back to the site I went, (after checking my spam folders) and sent an email via the online contact form. I asked how long the coaching application takes as I had sent it in 2 days earlier. Again I wondered about the excessive warnings to whitelist the email.
By the next day I had completed the other two interviews and was mulling over my choices to make a decision.
One week to the day from when I filled out the application, I received a response. And in my opinion, a sad response for what I was considering. It came from a colleague who apparently helps with the coaching, but did not really explain the relationship and why it was not the actual coach responding.
My response was very simple:
I had sent my original application and then a followup email a week ago as I had not heard back on anything sent to XXX via her website.
I already interviewed with two others and have made a decision on which coach to sign with and we have started the process.
Sorry, but your followup, or lack thereof, put XXX out of the running after 48 hours.
And that last line was true – She was absolutely out of the running when she did not respond to me by her promised time. My thoughts?
If she can’t even answer something like that in a timely way – how is her coaching process?? I also let the referrer know about this and you can bet she won’t be passing her name around anymore.
EXAMPLE 2: Local Service to fix our driveway and repair the stone wall beside it.
We wanted to make our driveway wider, which meant tearing our part of a stone wall, replacing some and also the driveway repaving and a new set of stair to the house. A BIG Job.
I had been given two names from a neighbour in a related industry. So, in early July I called them for quotes and booked appointments. “Mike” showed up exactly on time, “John” was not close to his window of time, a day late.
Both got the idea of what we wanted and said they would work up an estimate and get back to me.
Mike called to book a time and drop his off, on Monday. His estimate was done with the two additional options I asked about and was very detailed.
John never showed.
Mike got the job and we are in the process of getting permits etc to move ahead.
Response Time!
Do you see how important it was in both of these examples? 
As a follow up (and my inspiration for this post today) Yesterday, that is August 10th… Yesterday ‘John’ showed up at my door. His truck was outside the house for about 15 minutes before he knocked on the door.
He smiled and said, “I bet you thought I forgot about you?”
I honestly was dumbstruck… was he actually here to deliver his estimate??? 40 days later. That’s forty!
Indeed he was.
He handed me a piece of paper as he finished writing on it (hence the 15 minutes parked outside!!!) And there I had it in my hand. It was 3 lines, not detailed at all and missing parts of what we asked to be included.
I took the paper and said thanks. He took me by such surprise that I did not tell him what I should have, I did that by phone call today.
I let him know that I had hired and chosen someone 5 days after I saw him. Telling him that when I look to someone for business, once I am told you will send me an an estimate, I wait and don’t chase them down. You didn’t give me one.
His response was simply : “Oh…”
I took that to be a good reality check!
Response time is VERY important
This will be how your customers view you and your actions will be a determining factor in their opinion on your service. You might not be a First Responder, but your response time dictates many things to a customer.
I have a system in place on my website. The contact email goes to a special email account, and they get placed in a special folder automatically on my email system. I KNOW when I see one there that someone has contacted me via my website. My response time has a goal of 24 hours maximum, and sooner if possible. It is important to be aware of how long it takes you to respond.
Today, in fact I spoke with a business owner who was getting lost in these very emails. She was not able to respond in a timely manner to website inquiries and had realized her time management issues were costing her money and clients. She has now hired us to take care of her email and calendar management. Her forte is making beautiful cakes for weddings and special events; and making time to get to emails was difficult. So… we now are setting up a system to make it more efficient for her, and we will monitor and help her with contacts, inquiries and appointment bookings. What will she do? Simple.
Serve more clients and grow her business.
What goals do you have in place for your response time to business inquiries? Have you ever really thought about how important it is before, if not I hope this post inspires you to do so. And please, any other response time tips are most welcome in the comments section. Share your systems!
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Taking Care of Business = Taking Care of You
Entrepreneurs should try New Experiences
Well, I just had the most interesting experience buying some tires. The whole process reminded me how important it is as an entrepreneur to be willing to try new experiences. When you run your own business you fill a lot of the organizational hats – Marketing, Sales, Customer Service and more. Keeping an open mind and being open to changes and new experiences is a good trait to have as an entrepreneur.
Trying new tactics and methods can open up a world of opportunities for your business. So that is my advice today: Be open to Change and New Experiences.
What was my new experience of the week? Buying used Tires, all by myself.
It all started because we have a lease due up on our van (Yes, we still have a mini-van >> with 3 kids and a dog and sports, it’s the best value for space needed!) and need two tires before we turn it in. I didn’t want to get brand new tires, just ones that would work for the next month or so and pass the inspection. So… used tire hunting I went. I found a couple places listed online and started making calls; most places did not have my size – all but one.
I had a hard time understanding the lady on the phone but got the gist of the price and their location. I drove to the tire store and after a couple u-turns found it. It was not exactly what I expected and the ‘store’ was kind of hidden. The front doors were all locked and the only door I found unlocked was at the back.
So, I am starting to feel a little uneasy about this, as I was not exactly in the best area of the city, but I wanted the tires.
A gentleman came out the door as I was going in and led me to the utility trailers with all the tires. He couldn’t find any right away in my size (they are a bit of an odd size) so he said he would call someone to go check another trailer across the street and look for some. He also guaranteed me they would pass inspection. He motioned for me to come in the office and wait for him – but that I was to take my shoes off at the door 
I grabbed my coffee and in I went.
Very interesting office for a place that sells tires, but as I waited around I could see that the owners were very enterprising, not only did they sell used tires but also dabbled in Computer Services, Bridal Gowns and Tailoring for Clothes. As I waited a few people came and went – some asking if I needed help, I indicated I was waiting and after 10 minutes I was still waiting (at this point I was getting a little bit nervous and texted my husband to let him know where I was 
and kept texting to make certain I was in contact with someone.
It's actually hard to find a picture of a vicious cockapoo, but this is close.
As I waited a little dog came in (probably weighed about 8 pounds) and decided I was a menace and started barking and barking. I was simply sitting there using my lifeline phone and this little thing would not stop. In a minute another man came out from behind a curtain and took the dog away apologizing for the noise.
Soon the first gentleman came back saying I could look at the tires outside and then left with his wife for a Doctor’s Appointment. He did say the other man and woman would help and after checking the tires (they were in great condition!!) I said I wanted them. They asked how I was going to pay for them – by Debit Card was my response.
This got a couple looks between the two of them … hmmmm. “Okay” the man said, “You go to the yellow store and pay by card there.” He then walked me to the front and pointed a few buildings down the street and said “The Yellow Store”.
I walked over, kind of wondering how all this worked as I did not have a sales slip of any sort to give them, and came upon “the Yellow Store” (this was the actual name of the store). In I go, still curious, and walked to the man at the cash and said “They sent me here to pay for my tires by debit card”.
Well, that got a couple good looks from the two men behind the counter… even the customer behind me was grinning like I was nuts. As I waited while they tried to figure out what the heck I was talking about, I had a flash of cohesion… Corner store = ATM Machine. “Oh, maybe you have a bank machine here?” That got everyone looking happy and less confused. Yes, that was it – they have a bank machine and I had been sent to get out the cash to pay for the tires. DOH!
Back I go with the cash, pay for my tires. But Cujo, the guard dog, is now at the door and barking again like a fool and I cannot get in. It would be my luck to open the door and have him run out and get hit by a car. I waited as he barked. Soon another lady came to the door (with a tiny baby in her arms) and held on to the dog so I could get in. She asked me how much I was going to pay her, so I said $45 for each tire, gave her my cash and left. I realized later I didn’t get a receipt but that was not exactly top on my priority list.
I’m still kind of smiling about the entire experience. It was interesting and invigorating to say the least.
When I got home my husband called from work, he had just read my texts. “What the heck kind of message is that????“ I guess I had actually been a little worried when I texted him – the message had been:
“I’m at a used tire place called XXX on XX Road, just in case I never make it home, I love you all”
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