New 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.

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?

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.

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.

4 ways customer service influences profit

4 ways customer service influences profit

When you’re running a small business it can feel like you don’t need a customer service strategy. I mean - you’re a nice person, after all, you’re always friendly and helpful to your customers. Besides; does a customer service strategy really make a difference to your profit?

The answer (of course) is 100% yes! When you’re a small business building a great customer service experience is a fantastic (and normally cheap) way to increase profits. Even better - I have many (many) stats to back this up. So let’s dive in!