As much as we all follow the saying “the customer is always right”, it is essential to know that having bad customers can eventually hurt your overall business. These customers could pull your business goals in a totally different direction and drain your resources.
Drawing that line or boundary can prove to be a daunting task for business owners, as what defines “good customer service” can vary widely. Providing exemplary customer service that makes loyal customers out of the people who buy your products and services is not something that just happens. There are some keys ways to methodically figure out who your ideal customers are so you can consistently provide the quality of service that will help attract and keep customers.
Here are 3 tips to help you grow your business:
1) Understanding What Makes an Ideal Customer
Before you open your doors, it is crucial to understand who your ideal customer is. Start by asking yourself: what do you want from a customer? Do you picture somebody who is polite, responsive and patronizes your business regularly? Ideally, you want a person will go on to spread word of your business to other potential customers, thus increasing the demand for your product or service. This person is not just an occasional patron, but also, a regular source of business for your company.
To find your ideal customer, it is crucial to understand the demographic they belong to – you want to not just know about who they are, but what they want from your business. A good example I’d like to use is McDonalds – their ideal customer is what they call a heavy user- a person who eats at McDonalds at least 3-5 times a week and is likely to order the largest portions off of the menu. This group consists of about 20% of its customers but accounts for at least 70% of their sales. These people are generally either mothers or 20-something young male professionals, and as such McDonalds tailors its advertisements towards these groups. Why? These two demographics groups are their ideal customers, the people who form the core of their customer base.
2) What Challenges Are Your Customers Facing?
People want to be felt and heard. Your customers may tell you what issues or problems they may have, but other times, the clues can only be discerned through their body language or tone of voice. If you sense something is wrong, ask them! If you see a customer who is disgruntled or dissatisfied with their experience, you have an opportunity to get to understand just why and provide some alternatives or options. Communicating with your customers is vital to understanding the challenges they have, and what you can do to help overcome them. Furthermore, it makes them feel appreciated and cared about.
An excellent way to do this is to create customer profiles. This involves creating descriptive blurbs describing the categories of customers you can expect to receive. This will help you gain insight into their motives from buying your products and services as well as what they hope to get out of your business. It will also help you in tailoring your solutions to their unique needs. As an example, a person who works for a large corporation will have different needs and wants than a person who is just opening up their own business for the first time.
One example of a challenge is the proliferation of online forms of media. Because customers find it more convenient to read and access news articles online as opposed to buying a printed form of the articles, print subscriptions have plummeted for nearly every major newspaper and publication. As a result, most of them have responded to this challenge by creating websites where their articles can be viewed. Some have gone further and opted to discontinue print media altogether. For example, in 2012, Newsweek cited a steep decline in its print subscription base and decided to only continue an online business model. Customers preferred easily accessible online media and Newsweek overhauled its business model to accommodate this need.
3) Understand Where to Locate These Customers
Depending on the service or product that you are selling, the profile of your clientele will vary. Take note of the people who buy from you. Once again, you are trying to fully understand your target market.
Some questions to ask:
Asking these questions can give yourself a good idea of where your potential customers lie, as well as how they can be reached. A person who owns a coffee shop in a trendy neighborhood will likely see a different set of customers than somebody who offers professional business services.
Once you have this data in hand, you can target your advertisements to the demographics you know are most likely to buy from you. For example, if your target demographic consists of 18-35 year old males, focus your advertising efforts on places and websites where they are more likely to be. Creating SEO (search-engine optimized) headlines and articles using keywords related to the demographic you are targeting is a good way to generate interest for your product or service as well.
And of course, remember your customer profiles. Knowing what your average customer wants is every bit as important as understanding your target demographics. If you know what your ideal customer wants and needs, it will go a long way towards being able to find and locate them.
Once you have followed these three steps, you should have a strong idea of how to do about finding and keeping your future customers. These three steps are just the beginning, but you never want to start a business without a game plan, and these steps can help put you on the path to success.
Wе аll undеrѕtаnd thе іmроrtаnсе оf a соntrасt, but thаt dоеѕn’t mеаn wе аlwауѕ uѕе thеm (оr uѕе thе rіght оnеѕ). When it comes to small business and freelance services, it’s always best to have the right foundations to protect your business and ensure customer satisfaction. Fоr уеаrѕ, you may have not taken a client’s contract seriously or downloaded one from the internet. Mауbе, уоu іmmеdіаtеlу ѕіgn whаtеvеr dосumеnt a сlіеnt ѕеndѕ уоur wау, оr mауbе уоu dоn’t hаvе аnу kіnd оf соntrасt аt аll.
At it’s соrе, a gооd соntrасt ѕhоuld ѕреll оut whо’ѕ dоіng whаt, whеn аnd fоr hоw muсh. Kеер іn mіnd thаt сlunkу lеgаl tеrmѕ juѕt соnfuѕе реорlе. It’s best to keep things very clear and concise. Aѕ a ѕtаndаrd rulе оf thumb, dоn’t іnсludе аnуthіng іn a соntrасt іf уоu dоn’t knоw whаt іt mеаnѕ.
Hеrе аrе thе bаѕісѕ ways to write an effective contract:
1. Inсludе Cоntасt Infоrmаtіоn оf Bоth Pаrtіеѕ in the Contract
Hеrе’ѕ аn еаѕу оnе tо dіvе іntо. Evеrу соntrасt ѕhоuld іnсludе thе lеgаl buѕіnеѕѕ nаmе, mаіn соntасt, рhуѕісаl аddrеѕѕ аnd bіllіng аddrеѕѕ fоr bоth thе сlіеnt аnd соntrасtоr. Bе ѕurе tо uѕе уоur оffісіаl buѕіnеѕѕ nаmе (fоr еxаmрlе, іf уоu іnсоrроrаtеd оr fоrmеd аn LLC, uѕе thе еxасt nаmе thаt’ѕ оn thіѕ рареrwоrk). In аddіtіоn, uѕе уоur nаmе аnd уоur сlіеnt’ѕ nаmе thrоughоut the соntrасt. Lеаvіng gеnеrіс tеrmѕ like “сlіеnt” оr “ѕеrvісе рrоvіdеr” іn thе соntrасt wіll mаkе it ѕоund ѕо muсh mоrе impersonal.
2. Sресіfу thе Prоjесt Details аnd Sсоре
Trу tо be аѕ ѕресіfіс аѕ роѕѕіblе аѕ tо whаt уоu’rе bеіng hіrеd tо dо. Fоr еxаmрlе, if уоu’rе bеіng hіrеd tо rеdеѕіgn a wеbѕіtе, аrе уоu rеѕроnѕіblе fоr thе nеw сору? Will the сlіеnt рrоvіdе thе сору? Dоеѕ thе ѕсоре оf thе рrоjесt іnсludе оthеr аѕресtѕ lіkе kеуwоrd/SEO орtіmіzаtіоn? Hоw mаnу іnіtіаl соmрѕ wіll bе іnсludеd, аѕ wеll аѕ hоw mаnу rеvіѕіоnѕ? Hоw ѕhоuld thеіr еdіtѕ bе рrоvіdеd?
Thе gоаl for the contract hеrе іѕ tо ѕеt еxресtаtіоnѕ аnd guіdе thе wоrkіng rеlаtіоnѕhір wіth ѕоmе рrеdеfіnеd раrаmеtеrѕ. Yоu dоn’t wаnt tо еnd uр fееlіng lіkе уоu’rе bеіng рuѕhеd tо wоrk оut оf ѕсоре, аnd уоu dоn’t wаnt уоur сlіеntѕ tо fееl lіkе thеу’rе nоt gеttіng whаt thеу раіd for.
3. Eѕtаblіѕh thе Pауmеnt Tеrmѕ
Arе уоu tо bе раіd оn аn hоurlу bаѕіѕ оr bу thе рrоjесt? If іt’ѕ hоurlу, you mау wаnt tо ѕtірulаtе a mіnіmum/mаxіmum hоur rаngе tо аvоіd ѕurрrіѕеѕ. If уоu gеt раіd bу thе рrоjесt, bе ѕurе tо lау оut thе еxасt dеlіvеrаblеѕ in the contract.
• Hоw ԛuісklу thе сlіеnt nееdѕ tо рау uроn rесеіvіng аn іnvоісе (е.g. 15 dауѕ, 30 dауѕ)
• Whаt аrе thе ассерtаblе рауmеnt mеthоdѕ (е.g. FrеѕhBооkѕ Pауmеntѕ, сhесk, dіrесt dероѕіt…)
• Whаt hарреnѕ whеn thе сlіеnt doesn’t рау? Yоu mау wаnt tо іnсludе your terms and conditions such as “уоur company rеѕеrvеѕ thе rіght tо ѕuѕреnd wоrk if іnvоісе рауmеntѕ аrе nоt rесеіvеd wіthіn a rеаѕоnаblе реrіоd оf tіmе frоm thе іnvоісе dаtе.”
4. Sеt a Project Sсhеdulе
Bе сrуѕtаl сlеаr аbоut аnу dеаdlіnеѕ within the contract, іnсludіng fіnаl deliverables аѕ wеll аѕ аnу рrоjесt mіlеѕtоnеѕ. If thе dеаdlіnе hіngеѕ аt аll оn thе сlіеnt, bе ѕurе tо ѕресіfу thіѕ. Fоr еxаmрlе “dеlіvеr fіrѕt соmр thrее wееkѕ аftеr rесеірt оf x” оr “mееtіng thе ѕсhеdulе іѕ dependent оn thе tіmеlу rеvіеw оf drаftѕ.”
5. Dесіdе Whаt Hарреnѕ If a Cоntrасt Iѕ Tеrmіnаtеd
Emрlоуеr/еmрlоуее соntrасtѕ оftеn ѕtірulаtе thаt еіthеr раrtу саn tеrmіnаtе thе соntrасt bу gіvіng a twо-wееk nоtісе. Hоwеvеr, thіѕ kіnd оf аrrаngеmеnt tеndѕ nоt tо саrrу оvеr wеll fоr frееlаnсе рrоjесtѕ. But thеrе аrе a соuрlе оf dеtаіlѕ уоu саn іnсludе tо gіvе уоu a little рrоtесtіоn:
• Stаtе thаt аnу rесеіvеd рауmеntѕ аrе nоn-rеfundаblе ѕhоuld thе рrоjесt bе tеrmіnаtеd for аnу rеаѕоn. If уоu іnvоісе оn a regular bаѕіѕ thrоughоut the durаtіоn оf thе рrоjесt, thіѕ ѕhоuld hеlр еnѕurе thаt уоu dоn’t gеt ѕtuсk dоіng a lоt оf wоrk аnd nеvеr gеttіng раіd.
• Stаtе thаt іf thе рrоjесt іѕ dеlауеd fоr lоngеr thаn 30 dауѕ (оr whаtеvеr tіmе реrіоd mаkеѕ ѕеnѕе fоr уоur ѕіtuаtіоn), thеn уоu’ll bіll for аll wоrk соmрlеtеd uр tо thаt роіnt.
A client contract is the best way to avoid disputes with customers and ensure you and your clients are on the same page. Make sure you foot your best foot forward with simple and clear language. As a small business owner or freelancer, it’s important to protect yourself and have a solid foundation for your business.
With so many online resources, yоur customers has a lot of information about your business before they decide to become your customer. It can be a lengthy process and a bit more complex than ѕіmрlу saying; "I need tо purchase something and I know precisely from who".
The customer buying cycle is defined in 3 steps. First, you have awareness which can be described as the moment the customer sees your product while there is a need for it. Second, there is moment of consideration where they are evaluating your product or services for a possible purchase. Lastly, the final step is purchase, where the buyer makes a purchase.
Here are some ways to market to these buyers:
Having an online presence such as a website that describes your product and services will help your buyer find you. It’s always good to have testimonials to provide credibility as well as recommendations through sites such as yelp or google business.
When your customer has found you, it’s best to introduce your product as a solution to a problem the buyer may be having. The buyer is trying to see if your offering can meet their challenges and how you will be doing it.
Having a quote or contract that describes your methodology with a breakdown of costs associated with how you will be address their needs will be beneficial at this stage. describe the value the buyer will be receiving if they choose you as a vendor and include reviews or customer references.
The buyer is ready to be your customer. If the customer requires more time, you should consider giving them a discount or coupons. Having a simply way for them to agree to your terms through electronic signature and payments will be helpful to ensure you close the deal quickly.
Successful businesses maintain good habits and it is one of the reasons why they managed to be where they are now. Habits they have picked along the way, such as good contract management , has helped them get to where they are at the moment and take their business to the next level. The bad news is that there are small businesses that don’t have any good habits at all. The good news is that they can start changing their attitude and practices in order to develop good habits.
In a highly competitive landscape, it’s important and vital to make sure you ensure good habits are enforced so your business continues to thrive. Here are some good habits that can help small businesses include:
1) Focusing Your energy
To ensure you utilize every minute and hour of each day, it’s important to learn how to focus on the most rewarding tasks. Take care of the low hanging fruits first. Review your list of things to do and evaluate which task you can do now that will bring forth the most value to your customers and team. Give each task a percentage of impact and ask yourself what are the top 3 things I can do that will benefit my business the most.
Ask yourself what is the most important thing you need to do today in order to set a foundation for your business. It’s always important to think about how something can help you to increase revenue or reduce your operating cost. The vital part of any business to knowing when you should create a strategy for long term goals while balancing short term objectives. Most businesses have 3-5 simple objectives they want to accomplish each quarter. Everything else you do should coincide with those objectives. Never lose sight of the goals you have set out for yourself. Once you have a goal in place, work each day to get closer to those goals.
Having ways to measure performance or data analytics in your business helps you prioritize your business. Based on that data, you can start to formulate patterns and understand what works and what doesn’t. Focus on what works and continue to improve business workflow to ensure your success.
3) Create Task and Execute
With each of your goals or objectives, it’s essential to follow through to ensure long-term success. Most of the time a goal has a few steps in between until it’s completed. Write it all down. Sometimes, it helps to work backwards if there are dates involved. Write down and revise as needed. With each task, you get closer and closer to where you want to be.
The use of software to streamline task and follow up is very useful in situations where there are a lot of repetitive, mundane work. Try to look for solutions like Mosspaper, a quote and contract management platform, to help you execute your business goals in a more orderly fashion. Mosspaper focuses on different aspects of your business such as operations, finance, and sales. With built-in workflows, it helps you consolidate the management of your team’s workload all in one platform.
4) Positive Mindset
Being happy and having a positive mental outlook can help with any situation. It is always said that you don’t have control with external factors, but you do have control over how you handle situations. With positive thinking regardless of what you are going through, you will continue to work through situations and reach your goals. A great attitude for success and having gratitude can go a long way. If you understand what you’re trying to achieve and have patience with the process, you will be ahead of the rest.
It’s important to have good habits to succeed as an entrepreneur or small business owner. There are many different ways to get to where you want to be. Having disciplined habits can make or break your company as you face the challenges limited time and resources on a daily basis. Working smarter is always better.
For any interior designer, being able to provide accurate and effective sales quotes to your clients can be one of the best ways to drum up recurring business. When you are able to give your clients something that they can actually understand and feel comfortable with paying, you give off a far more professional approach and style. However, being able to give quotation services that are accurate and detailed can be quite tricky, and for many interior designers it can be easier to just stick to the basics. Here are some of the best ways that you can start changing your mindset and increasing the quality of work that you provide by using a value-based quotation system.
Here are some of the best ways that you can start changing your mindset and increasing the quality of work that you provide by using a value-based quotation system.
1) Provide a Work Summary
It’s always important to make sure that your clients are able to get a summary of the upcoming job so they can always refer to what is going to be taking place. This will be a list of goals that are to be achieved throughout the process; include key benefits within the work summary and an overall price of the job as a well. Dealing with part of any quote management system can be tough for an interior designer, but looking for software packages that help you manage this – for example, we recommend checking out Mosspaper – can be a massively beneficial way to keep things flowing.
2) Include Suggestions
One thing that always helps your clients out is to give them easy feedback and suggestions as to what they could improve moving forward; by having this within the quotation you are providing a bit more authority and helping them see things they maybe would have missed themselves. This helps to build extra trust between you both and makes your sales quotes a bit different to the rest.
3) Itemize Your Pricing
You need to make sure that your clients are able to see why the price is the way it is. If you can give them a fully itemized list to help them see what their money is paying for, the quote will feel far more authentic. Some designers aren’t comfortable doing this, but it’s an absolute must. Again, Mosspaper can help you do this. The administrative side of the software is excellent and will make creating references to items being used on the job so much easier.
4) Include Terms & Conditions
You always need to have the right legal information included with a quotation – especially in something as expensive and serious as interior design. Please make sure that your quote includes the terms and conditions section so the clients really understands what is required of them. Mosspaper can help you audit track all documents like this so you can be sure that the client reads and agrees to everything that is mention on the sales quote.
5) Provide References
Lastly, make sure that you provide some kind of reference to your potential client with a quote. This adds such an extra layer of value to proceedings and will really go a long way to help you become a favored option for the job. If you want to benefit from getting more work and the best kind of jobs, then working towards a value-based quotation system can be the best way to go.
As an small business, it's important to make sure you provide customers with the right information in an organized matter. It makes it 10 times easier on you in the end. Thus, it's imperative to provide your customer with a value-based quote when you start working with them. Professionalism, attention to detail, and thoroughness goes a long way.