Category: Business Tips

Scheduling software is very important for any business large or small. It will ensure that everyone that works at the business is where they need to be, when they need to be there. Not all scheduling software is made equal, though. Here are five capabilities you need in a scheduling software.

Ease of Access

It’s important that your scheduling software is easy to access. After all, this is a software that will likely be used by every single employee working for a business. Not all of them are going to have the same level of expertise with technology, so you want to make sure that the scheduling software you choose is easy for everyone.

Cloud-based

With the advancements made in computers and the internet today, you should not have to worry about this feature with most scheduling software. Still, it is absolutely necessary to have your scheduling software connected to the internet. This way, the scheduling information is available to anyone, at any time, and from any location.

Easy Setup

Here is an important feature. Setup for your scheduling software should be easy, and it should have clear guides and wizards that can lead you through the process. If something goes wrong during the setup of the scheduling software, then you are in for a range of problems down the road. Make sure your scheduling software has an easy setup, so that you can avoid these future issues.

Customization

Everyone needs something different out of their scheduling software. Having customization tools and a range of features will mean that you can customize the software to fit your needs exactly. The more the software conforms to fit what you and your employees need, the better the system will function.

Connectivity with Other Software

More recent scheduling software will come with the ability to connect with a range of other software, apps, and devices. Some software will automatically send emails or even texts to employees when a change has been made or when they are expected to be somewhere. With the chance for these features, there is no reason you should not expect them out of your scheduling software.

Persistence runs the risk of melting into annoyance, even harassment. Developing the positive side of the quality in contacting sales leads requires tact, wisdom and sincerity.

Be sure to do your homework. Preparation brings knowledge in optimizing every opportunity. Thoughts to consider before communicating with a lead include identifying the person to contact, knowing your value to the prospect, and understanding the lead’s challenges and goals. Also, decide how to present yourself, questions to ask, information to share and your follow-up strategy. Compiling thoughts in these areas targets future contacts and diminishes desperation.

What method of initial contact to choose? Email allows a prospect to think through your information and requests. Unfortunately, inboxes overflow each day with clutter and the urgent. A phone call establishes voice contact more quickly and guards against being filed as spam. Voicemail can cause issues as mailboxes rival inboxes in quantity.

So what is the best approach? Again, maximize your opportunities. Well laid out plans grab attention with each contact rather than relying on sheer pestering. A plan for each contact includes prospect focus or why you are contacting the lead, your company focus or why you are making contact now and a request that is easy and quick to complete.

Email and phone contact complement one another in the initial contact. Voicemails followed immediately with an email drawing attention to the message, its content and an open-ended question to engage conversation are useful and appropriate. Selling your product is a turn-off and comes across as pestering at this point.

Then after at least 48 hours, make contact again. Still no response? Reaching out to the lead after another 48 hours is still appropriate. This third message includes reference to your previous contacts in a pleasant tone and offers more information. If the line remains quiet, use a break-up email.

The break-up reminds the lead of your efforts to get in touch and politely ends further contact on your part. Do not forgo this final email. Oddly, this communication often gets attention and response. Be reminded yourself that it is the salesperson‘s role to maintain pleasantness in all communications. Irritation portrays an unattractive desperation.

But what if you do make contact? In your initial contact with the lead, be sure to end the conversation by asking for the preferred follow-up contact method. Engage your follow-up timeline as soon as 24 to 48 hours from your first contact. Be timely, punctual and unique in your approach.

As a small business owner, you’ve got quite a few responsibilities on your plate. From juggling financial planning to marketing to managing a storefront or office, it can be a challenge to stay organized and efficient. Add managing a group of employees on top of that and you’ve got a recipe for potential chaos and undue stress.

Scheduling software can be an invaluable tool to help you – the small business owner – manage and communicate with your employees all at once. If you need further convincing, here are the top three reasons why every small business needs scheduling software:

1. Efficiency

Scheduling software allows you to manage your staffing needs within minutes. You’ll be able to create schedules for your staff and anticipate how many employees you’ll need to schedule on specific days. An important benefit of scheduling software is that it decreases the time you’ll spend on creating schedules. The time you used to spend on figuring out your scheduling needs can decrease by up to eighty percent. That’s a significant amount of time you’ll now be able to spend on other tasks, such as figuring out how to stay ahead of your competition.

2. Cut Costs

Scheduling software can help you streamline your processes and reduce your operating costs. You’ll be able to keep better track of how much you’re spending on labor and overhead. Scheduling software can also help small business owners like yourself reduce staff turnover.

Communication headaches over which employee is scheduled on what day will be a thing of the past. Instead of resorting to a spreadsheet or handwritten schedule, employees will always know when they’re expected to work. Scheduling software gives you the ability to send out schedules to each employee via e-mail and SMS text messaging.

3. Customer Relationship Management

Scheduling software will help you manage your relationships with your customers better. With scheduling software, customers can see when they can schedule an appointment with you, receive marketing and promotional messages, and communicate their needs with your business with ease.

One of the best features of the software is that it is available to your customers as a communication tool on a 24/7 basis. If they need to schedule an appointment, your customers can access when you’re available at any time, see what days and time slots are already filled, and make changes when needed. Managing this aspect of your relationship with you customers has never been easier.   

Do you want more sales? Are you looking to grow your company’s profitability? Of course, any entrepreneur wants to increase their business, but may not realize it starts with customer service. As soon as a client calls for assistance or help, your representative can deliver a positive experience, making it more likely that the client will purchase again. So what exactly does a customer want to hear on the other line of the phone?

“How can I help you today?” Customers want to speak with a friendly agent who empathizes with their situation. When you have an issue or a problem, you want the opportunity to explain it in detail without getting cut off.

After answering the phone with a friendly greeting, ask the customer how you can help. By using an open-ended question, you are inviting a dialogue and giving the customer the opportunity to identify what they need. This takes the guesswork out of the situation and ensures all parties are trying to solve the same problem.

“I don’t know the answer, but let me look into it.” Be honest with your customer. If you are asked a difficult question and are not aware of the answer, the last thing you would want is to deliver incorrect information and instantly lose your credibility and possibly future sales.

Although it may take several minutes to research an issue or speak to a manager about the situation, the customer will appreciate the thorough handling of the issue. If the research does take a long time, feel free to jump back on the line and keep your customer updated on your progress.

“I appreciate your business, and we look forward to servicing you in the future.” Letting the customer know that you appreciate the business means more than just thanking them for their order or their sale. Showing your genuine appreciation at the end of the call reiterates empathy and confirms that the problem was solved to the customer’s satisfaction.

If a customer does get angry or upset at any point during the call, do your best to remain calm and work through the customer’s issue. If you have done your job and worked to find a solution that works for your organization and the client, then your appreciation at the end of the call will allow the customer to leave with a positive image of your business.

A small business really needs prompt phone pick up. It might seem like a small thing, but for a small business, the small things are sometimes the most important ones. There are plenty of reasons why this is important, and some of the ones on this list probably seem like obvious reasons, but the negative effects of having poor phone pick-up times can be really detrimental, and they might not be as easy to see until it’s already too late.

1. Customers want to feel attended to

One of the many reasons why customers might turn to a small business instead of some chain or corporation is because they want to feel valued as an individual customer. If they call a small business expecting this kind of experience, and their call is not answered or not answered promptly, then they might start to reconsider their decision to go to a small business instead of a corporation or chain. Having prompt phone pick-up is just one little touch you can add to your small business, but it is also something the customers wanting to do business with a small business will expect.

2. Communication is essential for any business

This one should be obvious to everyone. If you are not in contact with your customers, your clients, or even other business associates, then you can expect that your small business will not be doing so well in a very short time. Being in prompt contact and always available when communication is needed also means that those clients, customers, and business associates will come to equate your small business with efficiency, reliability, and a host of other values that you want your business to stand for. You have probably heard the saying “communication is key.” This is even more important for small businesses.

3. Reviews

Many small businesses rely heavily on reviews. When potential customers are looking for a way to contact your small business, they will probably search for it online, see your website, and then reviews. If, when they are looking for the best way to contact your business, they see a review saying that your business does not pick up their phones, has long hold times, or simply does not answer the phones, then they might think twice about choosing your business to work with.

Conversely, if the first review they see mentions prompt phone pick-up and accessible customer service, then they will be even more convinced to choose your business than they already were. Really, the importance of good reviews to a small business cannot be overstressed, and communication is one of the first things potential reviewers are going to comment on. Make sure yours is great!

4. Develop your business’s reputation

Developing a reputation can be a good or bad thing for a small business, but a reputation means that people are talking about your small business, and that is always a good thing. If you can make your reputation a good one, then that just means more promotion for you and your business. Having super prompt phone pick-up and always being accessible to your customers, clients, and associates is a great way to establish that good reputation.

The Key Roles of Live Customer Service Representatives

A customer service representative might sound like a low-level job, but often they are one of the most important employees of any organization. You have probably heard it said that “the customer is always right.”

Well, it is the customer service representative’s job to make sure that that holds true for the business they represent. But how exactly do they do this you ask? Well, this article will familiarize you with some of the key roles of a live customer service representative to help you answer that exact question.

Quality Customer Experience

The customer service representative serves as the first line of a business, and so they have to do everything they can to make sure that the customer is satisfied with their experience. This can mean a lot of things. The representative should be informed on nearly all parts of the business or, at least, know the correct direction to point customers in need.

Representatives need to appear understanding and kind, but they also need to be efficient and knowledgeable. A representative might not be able to answer every question, but they need to be able to help customers get the right answer in every situation. This kind of diligence and preparedness is essential when ensuring the quality of a customer’s experience.

Resolving Issues

Conflict management and resolution are what most people probably think of first when they imagine the job of a customer service representative, and it is an important part. A service representative must excel at a few important skills to succeed in this role: respect, level-headedness, and resolution. Respect, of course, plays a huge role in resolving customer issues.

A customer service representative always needs to keep the customer in mind and ensure that the customer feels their issue is being addressed fairly, clearly, and promptly. Related to this, then, is the quality of level-headedness. Often issues can cause individuals to make hasty decisions or say things they do not mean. Service representatives cannot do this.

They must keep a clear mind and focus on the primary task at hand at all times, and that task should be resolving the customer’s issue. And that leads directly into the last section – resolution. Here is where the representative’s knowledge of the business comes in handy. A representative that knows everything about their business can ensure that the customer’s issue is resolved quickly and appropriately, and if they do not have an immediate answer, they should know how to direct the customer to one.

Sales and Customer Records

Finally, representatives must be professional, and they need to know how to keep private information secure. Customer sales representatives often have access to delicate and private information about customers. A good representative will recognize this responsibility and not handle it lightly.

There is a severe price for poor customer service. If you don’t treat your customers well, they will buy products and services from somewhere else. It’s that simple.

They will not buy from you again, and they will tell others not to buy from your company either. With how many companies there are out there, the ones with good customer service will thrive, and the ones with poor customer service will suffer.

This seems to be fairly basic and common sense, but there are always surveys to back things up.   You can see the full list here, but below are some highlights and very telling results from this survey:   In 2011, 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. (American Express Survey, 2011).   There is something to be said for brand loyalty and the best way to get this brand loyalty is to treat your customers well and have excellent customer service.

What consumer would want to go back to a company who treated them poorly? Let’s be honest; people hold grudges, and once you lose someone’s trust, it’s nearly impossible to get it back. If a company provides excellent customer service and helps consumers with problems or defects in products, that consumer will be back.   In the last year, 67 percent of customers have hung up the phone out of frustration they could not talk to a real person (American Express Survey, 2011).

Phone menus can be really aggravating. There have been times where the menu does not list the option that I want, but bypassing it to talk to a real person can be a struggle. Bank phone menus seem to be notorious for this, and no matter how many options you try, it can be nearly impossible to get to a real person.

It makes sense that consumers would hang up if they have difficulty getting through to a real person. Often, real people can help you much quicker than a menu can, or a real person can, at least, get you to the right person to answer your question.   Customer Service Reps are 78 percent of a happy customer experience   If a customer service representative is rude to a customer, that customer will hang up even quicker than the one that can’t talk to a real person. If a customer service representative is genuine and helpful to a customer, they will buy from that company again.

It’s no great mystery that excellent customer service is a necessity for all businesses, but it’s a good reminder to realize how many customers feel this way. If you implement a standard of great customer service, you will have many repeat customers.

No business is going to retain all of its customers; you have some that want your services, and some that don’t. But constantly losing customers is a problem, especially if it’s hurting your overall revenues, and it is usually indicative of a larger problem with your customer service approach rather than with your product or service itself. A Customer Experience Impact Report by Harris Interactive/RightNow conducted in 2010 found that there are two main reasons for customer loss:

1. Customers feel poorly treated.

It may seem obvious, but the causes behind this reason are more complex than you may think. Customer retention is more often about the customers and how they feel rather than about your product or service and what it offers them. Usually, if customers approach you for something they need or want, they are likely to stay as long as they are not pushed away. And to avoid sending them packing to your competitors, make them feel like they matter. This means answering promptly, addressing their concerns and adding value to their comments.

2. Businesses fail to solve a problem in a timely manner.

You may promise your customers that you will solve their problems, but if you fail to deliver, you will simply leave them feeling disillusioned and unsatisfied. Failing to solve a problem quickly not only makes you seem slow in providing services, but it also gives the illusion that you don’t care enough about your customers to address them as your first priority. That’s why automated systems rarely work – customers feel like they’re not being listened to. From a malfunctioning product to a service not performed adequately, work to solve each customer’s individual issue as soon as possible.

Ultimately, there’s no substitution for knowledgeable, human service. You’ll be amazed at what happens when you go out of your way to be an available and authentic voice on the other end of the line. If you are simply too busy to offer personalized service to all of your customers, consider hiring a virtual receptionist to take care of this for you. It’s a worthwhile investment because you will ultimately be able to retain more customers and retain more revenue if they feel like they are receiving good service.

How often have you taken to the Internet or texted a friend to tell them about a great customer service experience? Most people don’t often recall those unless prompted – but a single negative experience can have a devastating effect on a business.

Check out the social media pages from most large companies and you’ll find plenty of company horror stories. Make sure your company isn’t the next to be blasted on the Internet by learning how to avoid the most cringe-worthy phrases in customer service, as found in a 2011 American Express Survey. “We’re unable to answer your question. Please call xxx-xxx-xxxx to speak with a representative from xxx team.”

A company typically only hears from about 4 percent of its dissatisfied customers – meaning these customers are willing to open a dialog with the company, despite their displeasure. While you have them on the line, address their concerns or research the situation and call them back. Don’t redirect them to disconnect and call a different number. Not only will they probably not call, but they may also join the 91 percent of dissatisfied customers who never go back to the business. “We’re sorry, but we’re experiencing unusually heavy call volumes. You can hold or try back at another time.”

When this has happened to you on another call, have you waited on the line? Most customers hang up after a certain amount of time – one study found that 15 percent of callers hang up after about 40 seconds on holding, with a little over two minutes being the longest most callers waited before hanging up. Considering that the American Express survey found that 78 percent of customers bailed on a transaction or didn’t make an intended purchase because of poor customer service, your business could be losing quite a few sales by keeping potential customers on hold.

Should your system automatically redirect them to a voicemail system if their hold time reaches a maximum limit, ensure that staff call them back promptly. “Your call is important to us. Please continue to hold.” The same American Express survey found that in one year, 67 percent of customers hung up the phone out of frustration that they couldn’t talk to a real person. These customers did not feel as if their call was important if they were continually on hold, and a statement that seems insincere is enough to keep a customer from returning.

Keeping customers on hold is keeping them from finding solutions to their problems – the opposite of what most businesses seek to do. Ensuring they are talking to a real person rather than hearing a dial tone can be as simple as hiring a courteous virtual receptionist to keep your customers – and their calls – positive and professional.

Have you experienced another person noticing something unique about you? Perhaps someone you do not even know made a comment, however brief, about a color you wore or your smile. In an insanely busy day of hassles and stumbles, did someone pick up something you unknowingly left trailing behind stating, “I think you dropped this.” Personal. Considerate. Service.

Think back to the feelings created in those unexpected moments. Can you recall feelings of being cared for, special, even a bit de-stressed or lighter in mood and step? Small, human gestures create positive emotions, connect us to others, and demonstrate the power of personal touch.

The worth of customer service

In the realm of customer service, personal touch factors reap benefits for consumers and businesses alike. According to Harris Interactive in 2010, nearly nine out of ten U.S. consumers report that they would pay more to ensure a superior customer experience. This statistic speaks boldly to the value customers place on service.

The cry for customer service

Genesys Global Survey reported in 2009 that the most requested improvement from customers was “Better Human Service.” Human? Other studies indicate the cry for live agents, efficient problem resolutions and customers feeling as if they are being treated well. Live person-to-person interaction which addresses the customer by name providing the relationship-building, powerful, personal touch fills a need in the marketplace.

The cost of customer service

In 2011, the Harris Report found that 86 percent of consumers quit doing business with a company because of a bad customer experience – just one bad experience. In “Understanding Customers,” Ruby Newell-Legner states that 12 positive experiences are required to overcome one unresolved negative experience. Generating these experiences requires resources and manpower. Also, 59 percent of Americans would try a new brand or company for a better service experience, even a promised one, according to the American Express Survey in 2011.

Be on guard. Eighty percent of companies say they deliver “superior” customer service. Unfortunately, eight percent of customers believe the same about the same companies (according to Lee Resources). Brutally assessing a company’s personal touch and making improvements reaps benefits. According to the Genesys Global Survey, competent service representatives and personalization create happy customer experiences. Knowledgeable. Personal. Service. Kate Zabriskie sums it up well saying, “Although your customers won’t love you if you give bad service, your competitors will.”