Use Customer Service To Gain Sales

Use Customer Service To Gain Sales

What is your CUSTOMER SERVICE like?

Do your customers rave about your CUSTOMER SERVICE?

Or do your customers say your CUSTOMER SERVICE leaves much to be desired?

Surveys consistently show that consumers rate CUSTOMER SERVICE as highly as the products they buy. Customers will even avoid buying good products if the CUSTOMER SERVICE is poor.

MANY BUSINESSES DO NOT SEE IMPORTANCE OF CUSTOMER SERVICE

But so many business owners in the UK do not recognize how highly customers rate CUSTOMER SERVICE –  and when they have this attitude, they are literally throwing sales away and losing customers.

Poor CUSTOMER SERVICE is evident everywhere, but as a business owner, you can literally ‘cash in’ on this –  have BETTER CUSTOMER SERVICE than your COMPETITORS and YOU should take their CUSTOMERS and GAIN SALES.

MAKE YOUR CUSTOMER SERVICE SUPERB

In fact, make your CUSTOMER SERVICE as good as it is possible to make it –  make your CUSTOMER SERVICE SUPERB!!

Take a long hard look at it, pull it apart and analyse in detail the CUSTOMER SERVICE that you offer and ask yourself TWO BIG QUESTIONS:-

  1. “HOW CAN I MAKE MY CUSTOMER SERVICE SUPERB?”
  2. “WHAT WOULD I WANT FROM MY COMPANY AS A CUSTOMER?”

BUSINESSES THAT OFFER SUPERB CUSTOMER ALWAYS DO WELL

Businesses that go the ‘extra mile’ and offer SUPERB CUSTOMER SERVICE always do much better than their competitors –  always.

YOU must do the same.

SET YOURSELF THE OBJECTIVE

So, set yourself the OBJECTIVE to make your CUSTOMER SERVICE SUPERB and do it NOW!!

Have a GOOD THINK about your CUSTOMER SERVICE, ANALYZE IT, PULL IT APART and see how YOU CAN MAKE IT SUPERB.

THINK DIFFERENTLY ABOUT YOUR CUSTOMER SERVICE.

THINK SMART, ACT SMART!

If you would like to talk more about this with me, please contact me at Robert@prestigebusinesscoaching.co.uk.

Or leave a comment a below:-

6 Reasons Why You Should Build A Strong Brand

6 Reasons Why You Should Build A Strong Brand

Is your business recognised as a BRAND? Are your products recognised as a BRAND?

Is your BUSINESS NAME or the name of your PRODUCTS well known?

If the answer to all these questions is no, then you are missing a trick to sell more of your products.

Businesses like Tesco and a Mars Bar are STRONG brands, but it is possible to create a BRAND IMAGE for any business and for any product, including your business and your products, and a BIG OBJECTIVE for you must be to deliberately create a STRONG BRAND IMAGE for your business and your products.

Why should you do this? There are SIX advantages to creating a STRONG BRAND IMAGE and SIX REASONS why you should create a STRONG BRAND IMAGE.

  • Creates recognition
  • Creates trust
  • Sends out the message that your product is bought by others and gives benefits that others enjoy
  • Brands can sell themselves
  • Brands usually achieve greater sales
  • Reduces marketing needs & costs

RECOGNITION IS IMPORTANT

Recognition is important – if your product is on a shelf in a shop, for instance, and it is next to a similar product that is less well known, then people are more likely to recognise your product and are more likely to buy your product as opposed to the other product.

YOU NEED TRUST

People often will not buy a product unless they know something about that product and have trust that it is right for them and will bring them the benefits that they want. Trust is something that is built up over time, but by being a recognised brand that people recognise immediately, then they are more likely to trust that product and will buy it.

SEND OUT A STRONG MESSAGE ABOUT YOUR BENEFITS

Being a STRONG BRAND sends out a STRONG MESSAGE to your target customers that this product is bought by many other people and it brings benefits that these people want. If a target customer thinks that a certain product brings benefits for other target customers, he or she might well think that it will bring benefits to them, as well.

BRANDS SELL THEMSELVES

A STRONG BRAND will do much of its own SELLING and MARKETING respectively, which reduces your need to SELL and MARKET your product and thus this reduces the time, effort and money to SELL and MARKET, so enhancing your profits.   STRONG BRANDS will SELL themselves and STRONG BRANDS will MARKET themselves.

BRANDS USUALLY HAVE HIGHER SALES

STRONG BRANDS usually have GREATER SALES, so YOU must think that A STRONG BRAND IMAGE for your business and products will create STRONGER SALES and STRONGER PROFITS for your business.

YOU must say to yourself now:

“My OBJECTIVE must be to create a STRONG BRAND IMAGE for my business and for my products that people will instantly recognise”.

If you would like further advice on this, please contact me: Robert@prestigebusinesscoaching.co.uk

Or leave a comment below to engage in the conversation.

6 Ways To Achieve A More Positive Attitude

6 Ways To Achieve A More Positive Attitude

When asked, the most successful business people say that a strong, positive attitude has been more important to their success than their ability. Havard Business School has consistently reinforced this view by saying that a strong mental ability is more important than ability for attaining meaningful business success.

So how positive is your mental attitude?

Having a strong, positive mental attitude can give you much including having strong mental and physical energy, more clarity in your thinking and more creativity in your thinking and your actions. You will also bounce back quicker from set-backs, have a greater influence on everyone in your life, including your customers and your employees and, importantly, be less stressful.  Generally, the more positive that you are, the more successful you will be in your business.

I have found the following 6 ways work really well to create and enhance a strong, positive attitude:-

  1. Be optimistic
  2. Kick out negative thoughts
  3. Look to the future
  4. Don’t have problems but have challenges
  5. See the good in everything
  6. Learn from your mistakes

BE OPTIMISTIC

Being OPTIMISTIC is a great boost to POSITIVITY and can come from belief in your own ability to succeed and the confidence to know that you will succeed. If you have doubts about your success, keep saying to yourself: “I CAN DO THIS.”

KICK OUT NEGATIVE THOUGHTS

If you have doubts in your ability, these are NEGATIVE THOUGHTS and these along with other negative thoughts will diminish your POSITIVITY. Whenever you have a negative thought enter your mind, you should think to ‘KICK IT OUT’ and replace it with a POSITIVE or a HAPPY thought.

LOOK TO THE FUTURE

You should always look to the future and NOT THINK about the past –  what has happened has happened and is the past and worrying about it will deflate your POSITIVITY.  Try thinking about your goals and targets in the future rather than worrying about the past.

DON’T HAVE PROBLEMS

Positive people don’t have problems, instead they have CHALLENGES and rather than thinking: “I can’t do that”, they instead think: “This is going to be difficult, but how is the best way to proceed?”

SEE THE GOOD IN EVERYTHING

Try and think that something GOOD always comes out of something BAD and always try to see the good in everything. Life does not always go to plan and there will be set-backs and you will make mistakes, but don’t dwell on these, instead bounce back quickly and continue to move forward. You should analyse what went wrong and learn from the situation and don’t repeat the mistake.

FAILURE IS PART OF SUCCEEDING

Successful people think that failure, set-backs or mistakes are all part of learning and are part of the success process and you must think the same. Set-backs are there for a reason and you should see the good, positive side in every one.  Learn from each and move on.

THESE WAYS DO WORK

It takes a short while to develop these ways, but believe me these do work when put together. Just change your thinking to be more positive and you will be surprised how much better you start to feel.

If you would like to talk more about this with me, please contact me at Robert@prestigebusinesscoaching.co.uk.

Or leave a comment a below:-

Use Your Strengths & Make A Difference

Use Your Strengths & Make A Difference.

If you wish to start your own business, but are struggling for an idea, you should stand back and look at yourself and ask yourself SIX questions:-

  1. What strengths do I have?
  2. What talents do I have?
  3. What experience do I have?
  4. What knowledge do I have?
  5. What interests do I have?
  6. Would my strengths, talents, experience, knowledge and interests be of benefits to others?

One business idea could be to wrap up your strengths, talents, experience, knowledge and interests into a product that could bring great benefit to others, especially if you could sell enough of that product to make a good profit.

We all have strengths, talents, experience and knowledge specific to ourselves and the chances are that these can be converted into a product that could be sold to customers to create a viable business. If these strengths, talents, experience and knowledge are supported by a great personal interest, too, this could be a great driver to create a business success.

You may have a hobby as an interest and think that you could convert that into a business –  for someone who is good at flower-arranging, for instance, a business supplying floral arrangements would be a good idea. If you are good at making cakes, a business supplying wedding cakes etc. may be viable.

You might be good at gardening, in which case a business helping others with their gardens could be viable or you might like writing, then you could consider writing and publishing a book.

You should think that the most successful businesses are the ones that give the most benefits to people in the form of their products. Think how your strengths, talents, experience, knowledge and interests could be converted into a product that would give great benefit to a large number of people.

THINK SMART, ACT SMART

If you would like to discuss any business ideas that you may have with me, please email at Robert@www.prestigebusinesscoaching.co.uk  –  I would be pleased to help you.

Otherwise, please leave a comment below and get involved in the conversation.

How Good Are Your Profits

How Healthy Are Your Profits?

How healthy is your business? Are your sales rising? Are your margins good? Do you have control of your costs? Are your profits growing?

If your sales and profits are growing then you should have a healthy business. But if your sales and profits are flat or are decreasing, then your business is not so healthy and you need to take action.

In such a situation, your business needs a complete re-think –  you need to re-think everything within your business, starting with FOUR major areas:-

  • Your Products
  • Your Customers
  • Your Margins
  • Your Costs
You should ask yourself questions about your products:-
  • Are your products matched exactly to the needs and wants of your customers?
  • Do your products bring real benefits to your customers?
  • Do your products make the lives of your customers better?
  • Are your products priced right to give value for money but also a good margin?
  • Have your product sales dipped in the past 12 months and, if so, by how much and why?

You need to sell a high number of your products to generate high sales that keep growing, but you will only achieve that if your products match exactly the needs and wants of your customers.

You should ask yourself questions about your customers:-
  • Do you understand fully who your target customers are & everything about them?
  • Do you have an army of customers that is growing?
  • Do your customers return to buy more from you?
  • Do your customers tell their friends about you?
  • Do your customers get a good customer experience from your business?
  • Has your customer numbers dropped in the past 12 months and, if so, by how much?

It is imperative that you understand who your target customer is and you understand everything about the needs and wants of that customer –  then you should be able to sell them the right product and achieve a large army of customers and keep growing that army.

You should ask yourself questions about your gross profit margins:-
  • Is your margin sufficient to pay your costs and to provide a good net profit?
  • Are your selling prices lower than the equivalent charged by your competitors?
  • When was your last selling price increase?
  • Are you paying too much for your products?
  • Has your margin slipped in the past 12 months and, if so, by how much?

It is important to understand how your margin affects your net profit –  it must be large enough to comfortably pay all your costs and to give you a high net profit.  Are your prices too low and if you were to increase them, would sales slip?  In my experience, if you have a strong product offering, price increases should not affect sales.

You should ask yourself questions about your costs:-
  • Do you have a clear understanding of all your costs?
  • Are you as efficient and lean as you could be?
  • Do you know which costs have increased over the past 12 months, and by how much and why?
  • Are there purchases being made that could be trimmed or eliminated?

It is very easy for costs to creep up and to not be noticed. You should look at each cost and analyse each one and see where quick savings can be made.

From experience, doing this exercise can often generate significant changes to the health of a business and its profit. Even just a 10% increase in sales, a 2% increase in margin and a 10% decrease in costs can collectively have a dramatic effect on the net profit, often adding as much as 40%  –  now that is surely worth having?

Have a think about this now!

This is a very quick snapshot of possible remedies for an unhealthy business, but if you would like some more advice, email me now: Robert@prestigebusinesscoaching.co.uk.

Or leave me a comment below.

THINK SMART, ACT SMART!

Don’t Make The Same Mistake As Marks & Spencer

Don’t Make The Same Mistake As Marks & Spencer.

How well do you know and understand your customers? –  hopefully better than Marks and Spencer!

Early in January 2016, Marks and Spencer reported poor non-food sales, while their food sales did really well.  Here, Marks and Spencer demonstrates brilliantly how important it is to KNOW EXACTLY WHO YOUR TARGET CUSTOMERS are, if you are to optimize your sales.

On the food side of the business, the products offered are exactly what the customers want from Marks –  the business knows and understands their TARGET CUSTOMERS and they know what PRODUCTS these customers want.  And, through this knowledge, they are able to target these customers well with their marketing.  The result is and has always been good food sales.

NON FOOD SALES ARE POOR!

But on the non-food sales, Marks does not enjoy the same success and the reason is very simple  –  they do not KNOW and UNDERSTAND who their TARGET CUSTOMERS are.  Women’s clothes has always been the major part of their non-food sales, but there is a real disconnect here in how they approach this, the biggest part of their market.  For years, the TARGET CUSTOMER has been the woman over 55, yet they don’t offer the PRODUCTS that this age group want to buy.  Instead, they offer clothes that are based on the fashions from the ‘catwalk’ aimed at younger women.  What’s more, their marketing reflects this, too  –  it is targeted at the younger woman.   This age group tend not to shop at Marks and Spencer, preferring outlets such as Next. And, even those of this age group who do shop in Marks and Spencer say there is nothing for them there to buy.

One BIG FACT that Marks and Spencer seem to miss is that daughters do not buy clothes in the same shops as their mothers buy their clothes from. Marks should let Next deal with the daughters, while they supply their mothers.

When you look now at the clothes offered to women by this business, I think there is a vast and confusing choice, which they are hoping will appeal to women from the age of 20 upwards.

I am not the only expert to say this, most retail industry experts have the same view. If Marks and Spencer were to accept that their TARGET CUSTOMER is the over 55 age woman and accept they must offer clothes that this age group want to buy, that would be a good FIRST step.   But they have to go further  –  they have to engage with these women, very comprehensively, and ask them EXACTLY what they want from Marks and Spencer.

Then, when they offer the clothes that they are told to supply, customer numbers would improve and sales would recover, too.

THEY NEED TO RESEARCH HEAVILY

I think if they were to RESEARCH heavily what this age group want in terms of lifestyle clothing, they may well find that women in their 40’s and early 50‘s would also buy these clothes, too, and this would still give them a very broad CUSTOMER TARGET RANGE. The result would be a much better shopping experience for their TARGET CUSTOMER with a smaller, less bewildering range of clothes aimed at a smaller group of customers.

YOU MUST BE DIFFERENT

YOU MUST BE DIFFERENT TO MARKS AND SPENCER –  YOU MUST KNOW AND UNDERSTAND YOUR TARGET CUSTOMER.

Then, from that UNDERSTANDING, you must ensure your PRODUCTS are exactly what your TARGET CUSTOMERS NEED and WANT and you must ensure your MARKETING is TARGETTED exactly at those TARGET CUSTOMERS to tell them about you and your business.

  • KNOW & UNDERSTAND YOUR TARGET CUSTOMERS
  • SELL THEM EXACTLY WHAT THEY WANT & NEED
  • MAKE YOUR MARKETING TARGET THESE CUSTOMERS

This is the SMART way to do business –  but, what amazes me is that Marks and Spencer are not the only ones to make this BIG MISTAKE  –  many businesses fall into the same trap  …  don’t let that be you.

THINK SMART, ACT SMART!

Your Customer Is King

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YOUR CUSTOMER IS KING!

Your CUSTOMER is the MOST IMPORTANT PART of your business.   Without your CUSTOMER, YOU have NO product sales, NO money coming in and NO PROFIT.

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But to make a GOOD PROFIT, YOU need a LARGE number of customers buying a LARGE number of products and giving you LOADS of money as sales.

Most businesses, that struggle or fail, DON’T have enough CUSTOMERS buying enough products, giving the business enough MONEY. Then, there is NOT enough MONEY to cover the COSTS and EXPENSES of the business and the business RUNS OUT OF MONEY and STOPS!!

It is as simple as that.

But, businesses that FOCUS HEAVILY on their CUSTOMERS and RUN their businesses around their CUSTOMERS, always do MUCH BETTER and nearly always SUCCEED. These businesses:-

  • Know their target customers well
  • Understand their target customers comprehensively
  • Understand the need and wants of their target customers
  • Understand what products will deliver benefits to their target customers
  • Give their customers what they want & need
  • Know how to contact their target customers through their marketing etc.
  • Keep talking to their customers

This is a snapshot of what SUCCESSFUL BUSINESSES achieve through a heavy FOCUS on their CUSTOMERS. The result should be an ARMY of LOYAL CUSTOMERS, who return time and time again, to buy their PRODUCTS and to put LOADS OF MONEY into their businesses.

  • How heavily do YOU FOCUS on your CUSTOMER?
  • Do YOU really UNDERSTAND your TARGET CUSTOMERS and what their NEEDS and WANTS are?
  • Do your products really deliver the RIGHT BENEFITS to your customers?
  • Do YOU have an ARMY of LOYAL CUSTOMERS buying time and time again from YOU?

If your PROFITS are LOW, it could be because YOU DON’T FOCUS enough on your CUSTOMERS and YOU DON’T RUN your business around your CUSTOMER.

THINK DIFFERENTLY ABOUT CUSTOMERS, YOU SHOULD THINK YOUR CUSTOMER IS KING!

THINK SMART, ACT SMART!

Do You Know Your Numbers?

When starting a business, for your startup, do your homework

DO YOU KNOW YOUR NUMBERS?

If you have ever watched Dragon’s Den, you may have noticed that many of the prospects fall down on their numbers when pitching to Peter Jones and company.  Those pitching for the Dragon’s money often cannot answer questions about their numbers such as their REVENUE SALES, their GROSS PROFIT MARGIN, their COSTS and importantly their NET PROFITS.

HOW WOULD YOU DO?

DO YOU KNOW YOUR NUMBERS?

Continue reading “Do You Know Your Numbers?”