As we enjoy our July 4^th weekend, let’s take a few minutes away for the grilled hot dogs and burgers, the parades and fireworks and from floating down our beautiful rivers.  I suggest we use this time to celebrate our nation’s past, acknowledge where we are in the present and pledge to set attainable goals as to how “We the People” can effect positive changes in our future and the lives of others.  Not one of us was an American founding father in Philadelphia signing our “Document to Freedom”.  Yet everyone one of us has been given the opportunity to receive those “Benefits of Freedom” bestowed upon to us some 250 years ago.  Today we are given multiple opportunities to be strong leaders and anointed followers in America’s “Divine Freedom.”  We are free to worship (or not) as we choose and to say what we choose. (Within reason) The question is, “how are we going to sustain these “Opportunities of Freedom” in future?”  Each of us has to answer for ourselves. This is not a political or social statement, just one person’s thoughts on the sustainability of our freedom. Take the time to thank God for “Our Freedom”; “The Freedom” that can never be taken from us or taken for granted.

God Bless America, and every other nation on this earth!

When your customers leave your business and return to their “real” world, wouldn’t it be great if you knew for certain that they would be doing business with you again because they had just received the ultimate customer experience.  Doesn’t it make sense that these loyal fans would immediately go out and tell everyone they know about this wonderful business and that these new customers would come rushing through your doors begging you to take their money?

Reality check!  It just doesn’t work out that way.  Generally speaking, the opposite will happen.  Your customer leaves your business and rarely says anything to anyone regarding their shopping experience, unless…. it’s a bad one.  Then, they will tell everyone they know about the horrible experience they have had, vow to never do business with the establishment again, and will “un-friend” anyone who they find out has done so.

So how do you keep your customers smiling and eager to give you their hard earned money?  Here are 3 strategies that, when understood and used regularly, will not only strengthen your position with your current customers but will encourage these customers to become “talking billboards” and “raving fans” of you and your business.

Why do people do business with you?

Doesn’t it make sense that people choose to do business with those that they know, like and trust?   Make this a priority. Take the time to let your customers get to know you.  As they realize who you are, you will be in a position to learn about the people who want to put money in your pocket.  Remember, your customers have choices.

Tell folks what you do, how you do it and why you are passionate about what you do.  You are there to serve your clientele and provide for their needs. You have to be personable.  Having a bad day?  Keep it to yourself.  Smile and be nice.  Who wants to deal with a sour puss?  Smiles are contagious, and odds are that your customers will like you and still be smiling when they leave.

Trust is something that is earned.  If you tell your customer you are going to do something for them, deliver on a certain day or call them back, DO IT.  Don’t make promises that can not keep.  A good philosophy is never make excuse, under promise and always over deliver. If you loose the trust of your customers, not only is that trust gone, so is your customer.

Are you listening to what your customers are NOT saying? 

As service providers, we are trained and conditioned to identify and learn about our customers’ needs and wants by listening to what they are saying.   As vital as this listening process can be, sometimes we overlook the obvious.  What is NOT being said?  Are we really listening or do we fail to read between the lines and ask the questions that get to real answers?   When the actions of a customer begin to speak louder than his/her words, stop and assess what’s really going on. Remember knowing your customer and developing trust will keep the lines of communication open on both sides.

Is the customer always right? 

I think that the answer will vary depending on who you ask.  Ask the customers and the answer will be an unequivocally YES.  Ask an employee and the answer will probably be just as straightforward, NO.  What will the boss say?  The own/boss/manager, wants the customers to be happy, but at the same time needs to show support to their staff.   What to do and make everyone happy?

I propose the following customer service philosophy.  The customer is not always right. Now before the employees break into the “Happy Dance” and the owners blow a gasket, keep reading.  NO, the customer is not always right, BUT, they should always be treated as if they are right, because if you don’t, there is someone down the street who is just waiting to treat YOUR customer anyway they want to be treated.

Can you see the value of knowing your customers from top to bottom?  Are you building their trust?  Do you understand what makes your customers tick, why they say what they say and what they really mean when they say what they say or do what they do?

Take the time to learn all you can about your customers.  The knowledge gathered regarding your customers and yourself will make the process of growing your business easier and will bring a smile to the faces of all your customers and a big old grin to yours.

Question: If you had four and five extra hours during the day, or even in a week, what would you do with that extra time to grow your business or professional wealth?

You may say, “I don’t have that kind of extra time.” Maybe.  Then what could you do to find that extra time?  Get up earlier?”  Stay up later?  Stop writing?  No more speaking trips.  Stop doing the little things of running my business, like paying bills, taxes, networking or invoicing.  Hire twenty people to do these things.

Let’s look at these for a moment.   There are only twenty-four hours in a day.  You are already up by six, up until midnight.  In-between you are trying to be a good mother, father, son, or daughter.  A social life, I don’t’ think so.  Stop writing and speaking!  This is how you pay the bills, you have to write. You are passionate about writing.  You already ignore the “little” business things, almost to the extinct that they are becoming “huge” business things.   You don’t have the money to afford to hire enough people to do it all.

Thus far we have found reasons (dare I say excuses) for not having the extra time.   OK.  Let’s fantasize for a moment.  Someway you have found the extra time in the day or week or even the month.  It miraculously appeared.  What are you going to do with this extra time?  Think hard.  Extra strategic meeting with my mentor.  More writing, create new products and content for your current clients prospective clients, attend educational seminars and training.  Get that coaching certification,  mentor the business classes at the local high school.  Read those books that are stacked up on the nightstand.  Do that volunteer work you always wanted to do.  And the dreams just keep on coming.

Bottom line there is so much you can do with this elusive extra time.  So where do we find this precious commodity  that is called time.  There are several ways to free up the time or even just use your time more effectively.

1) Work twice as fast.  Not too smart.

2) Work half as much.  Get half the results.

3) Build a team.  More resources allows for more time.

Question:  Who should be on the TEAM? Building the proper team takes time.  You have to establish the responsibilities of the team, whose going to manage the team, and the financial feasibility and of supporting your team.   Whether you team is one assistant or a full-time team of twelve, the end result should always be the same.  Your team is an extension of you, your business, your brand.  Your team can make your business fly or help it crash and burn.

In this case know your WHY and your WHO.

(lyrics by The Beatles)

“Help”, “help me”, “I sure could use your help”. These words may be the hardest words that an entrepreneur or business owner will ever say.  No one likes to ask for help.  We want to be able to do it all, to be in charge, to be independent and control our destiny. But there comes a time in all business owners’ life where they hit the wall.  This feeling of being stuck, of not knowing where to turn or who to turn to can be frustrating, disabling and very easily can lead to a business and personal disaster if not dealt with properly. Time seems to have run out and everything is beginning to “run a muck”

ASK!.  One line of the lyrics in the Beatles song  Help!, says “there was a time I never needed any help in any way; now I’ve changed my mind and open up the doors”. (paraphrasing)  Open your doors. ASK FOR HELP! There are professionals who specialize in teaching the ABC’s of Success, from the basics to the most complex areas of building a business.  Now is not the time to be shy.

Ask any successful business owner or professional the secret to their success and you may be surprised of what they will say.  Of the top five secrets to their success they almost always say it’s “knowing when to ask for help” and having the right people on their team. Think about it.

Build a Team. Find folks that are experts in areas where you are weak.  You need to do the things you do best.  Do you have a business manager?  A business manager can run the day-to-day operations of your business so that you can concentrate on what you do best.  How about a virtual assistant?  A good VA can be a life saver by doing the little things that you might consider menial but have to be done on a regular basis.   How about a business teacher?  A business teacher is someone who can teach you and/or your team  the best practices of building and growing a successful business.

A professional success strategist can teach you the business-of-doing-business.