Existing Customers

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 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.

Three ways to build customer loyalty

Three ways to build customer loyalty

Building a base of loyal customers is one of the most important tasks a small business should have on their to do list. A small business can’t compete with a large one on price or logistics, but it can knock any large company out of the water by focusing on building customer loyalty

How to use customer service as a marketing tool

How to use customer service as a marketing tool

Did you know that 92% of customers believe recommendations from friends over all other forms of marketing? Hoping for positive word of mouth can feel like something that you can’t really control (I mean you’re not going to follow your customers around listening to see if they recommend your business - and if you are doing that, please stop because it’s illegal) but there are things you can do to encourage people to recommend you.

How personal should you get with your customers?

How personal should you get with your customers?

One of the hardest things about being in a small business is knowing how personal to get with your customers. How much of your personality should you show, and where’s the line when it comes to talking about your personal life?

It can seem easier (and potentially more professional looking) to keep your business 100% professional, but there is a benefit to allowing a little more of “you” show in your business. That benefit boils down to one simple truth - customers want to feel like they do business with a human, not with a faceless company.

5 things companies with amazing customer service do differently

5 things companies with amazing customer service do differently

I’m sure you’ve heard of Amazon. Even if you aren’t in a country that Amazon currently operates in you possibly own a Kindle, or listen to audiobooks on Audible. Amazon has changed the world in the last twenty years and has no intention of slowing down.

But how? How do they come up with the solutions that they do? They give the customer a seat at the table. Literally. Jeff Bezos loves to leave an empty chair in meetings to represent the customer. When you have a company as big as Amazon, it can be so simple to forget why the business even exists (aside from serving shareholders and earning more profit). By literally making sure they have a seat at the table it keeps a physical reminder present.

6 things you can set up today to save time on customer service

6 things you can set up today to save time on customer service

If you feel like customer service has to be 100% hands-on or it’s just not good enough - then this is the article for you. It's great to have a personal relationship with your customers, but it's also a really quick way to burn yourself out. So today I'm sharing six different things you can set up today to save you time on customer service. 

Some of these things are going to take time to set up properly (and one requires you to put aside time in the long term) but I think you will be surprised about the amount of time it will save you in the long run.

Before we dive in let me give you one guiding rule to follow - automate your processes, not your relationships with your customers.

How to nurture your relationship with your existing customers

How to nurture your relationship with your existing customers

If you’re a small business, you put a lot of time and energy (and possibly money) towards gaining new customers. You build your social media profiles, educate people on why your product or service is the perfect solution to their problem and try to get your brand out there.

But what about your existing customers? What about the people that have already purchased from you? How much time do you spend thinking about how to nurture your relationship with them?