How to create a stellar FAQ page

How to create a stellar FAQ page

Your website has a secret weapon. It’s a weapon that if used correctly, could alleviate purchase concerns and build trust, and if used incorrectly will make customers feel like you don’t care about supporting them. Of course, I’m talking about the FAQ page.

Creating a practical, functional FAQ or resources page doesn’t have to be hard. In fact, it really benefits from the old high school adage; K.I.S.S. Keep it simple stupid. So here are my tips for a stellar FAQ or resources page.

The art of writing a fantastic thank you note

The art of writing a fantastic thank you note

Did you know, between 10% - 50% of your business is generated by word of mouth marketing, and 81% of people base purchase decisions on the opinions of friends and family, so it’s definitely something that’s worth focusing on developing, and one way to develop it is to write thank you notes!

There’s another benefit to writing thank you letters, it develops gratitude. I’m sure you’ve heard by now about the importance of gratitude to a healthy, happy mind. Gratitude practices and journal are all over the place these days. Writing a thank you note is another way to develop gratitude. Don’t forget, your customers are the people who are helping you pursue your dream of running your own business. They’re the reason you’re working on something you’re passionate about, and hopefully they’re helping you pay the bills as well.

Why it's important to give back in your business

Why it's important to give back in your business

I’m sure you’ve heard of the expression, “survival of the fittest”, and although this expression specifically comes from the Darwinian theory of evolution, it has also been adopted by the business world. In business, you should look out for number 1 (aka yourself, or at most your bottom line), preferably at the expense of all others.

Turns out, that’s actually not true, human beings are hardwired for giving to others, and our brains tend to default to the “Golden Rule” when making decisions. Naturally, this means the “dog eat dog” approach in business actually isn’t the healthiest, and an approach which includes giving back to others is the better business decision.

Staying Classy Part Five: How self care helps you to handle complaints better

Staying Classy Part Five: How self care helps you to handle complaints better

Running a small business requires some good self-care practices anyway - but doubly so when you’ve been called something super rude, and you’re struggling to remember why you even run a business. Here are my tips for taking care of yourself, so you can keep taking care of your customers.

Staying Classy Part Four: Best Practices

Staying Classy Part Four: Best Practices

In this article, I want to share some of the “best practices” that I’ve developed over my years of customer service experience. The rest of the articles in this series are practical and designed to help you structure a feedback and complaint process from start to finish, but this is where I share my opinions, so proceed at your own risk.

Staying Classy Part Three: Responding to positive feedback

Staying Classy Part Three: Responding to positive feedback

So much focus is on how to handle negative feedback, but there is often not much discussion of the importance of acknowledging and responding to positive feedback.

I’m going to keep this simple. I think if someone gives you some positive feedback, you should respond in some way. Now I don’t mean people who write “cool photo” on your Instagram post. What I mean is people who email you to thank you for your help, leave kind reviews on your Facebook page or recommend you on Google.

Building customer loyalty should be one of your primary business tasks, because without customers you have no business. It’s so important to retain existing customers because they pass on their positive experiences to others AND return to your company again and again.

Staying Classy Part Two: Responding to complaints like a boss

Staying Classy Part Two: Responding to complaints like a boss

Okay, it’s time to create your complaint process. Taking the time to set out your process has a couple of benefits:

  1. It gives you a structure to follow. I’m sure you’ve heard about decision fatigue, and having a process means you don’t have to decide how to act every time you receive a complaint.

  2. It ensures you aren’t missing something, like a method customers might get in touch, or a chance to improve your business.

Staying Classy Part One: Asking for feedback

Staying Classy Part One: Asking for feedback

Let’s start at the start. Although it can seem intimidating, asking for feedback can have tremendous value to your business; here are some of my favourite reasons you should ask for feedback:

  • It helps you to learn what your customers like and don’t like about your products or services.

  • It shows your customers that you care about their opinions. This can help to create customer loyalty, and therefore help retain customers.

  • It helps you to improve your customer service experience.

  • It can motivate you to do better in your business.

Why you should stop delighting your customers (and what to do instead)

Why you should stop delighting your customers (and what to do instead)

You hear a lot in business literature about the crazy customer stories. The Zappos call that went for 12 hours, the Southwest Airlines pilot who didn’t leave until a late passenger was on board, and when Trader Joe’s delivered food to a snowed-in man. They’re amazing stories, they warm your heart, and (to be honest) they make great PR for these companies.

The problem with these stories is that they are a 1 in a 1000 situation. They don’t represent most interactions with customers. This idea of focusing on delight is actually kind of bonkers. Going above and beyond 1 in every 1000 customers is not as good as hitting the mark perfectly on 999 of those same customers, even if it’s not service worthy of a viral article.

How to make a good first impression with potential customers

How to make a good first impression with potential customers

When we’re talking about acquiring new customers you probably think about creating funnels, considering paying to promote your social media profile or advertising locally. All of these things are important, of course, and should form part of your marketing plan.

It’s only the first part of the journey though, once you get a customer to sign up for your email list, like your Facebook page or even just go to your website, how do you make a good first impression? How do you build trust and encourage them to become customers without engaging in gross sales-y behaviour?