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Your EnterQuest Bulletin - Issue 269
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| Thought for the week: "I have opinions of my own - strong opinions - but don't always agree with them." George Bush |
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In this week's issue:
Managing angry customers
Complaining customers, external ones or internal ones from within your business, are an unpleasant fact of business life. And even if you haven't had any yet, guess what? You will. But will you be prepared for that inevitable call which could seriously affect your business?
Complaints actually have a positive side because they let you know where your products or services can be improved. It's like free market research. And it's also a great opportunity to pull out all the stops and turn complaining customers back into even more loyal ones. Remember how you felt the last time a complaint was sorted to your complete satisfaction?
There are three types of complaint:
A. Where you are in the wrong
You have sent out the wrong order, for example. Here you must apologise and put things right.
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Apologise and say what happened.
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Use the customer's name but don't overdo it.
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Don't blame others on your side - use the collective 'we', 'us', 'our'.
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Offer a solution quickly.
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Don't make promises you can't keep/authorise.
B. Where you are not in the wrong, but agree with the customer
Sometimes you are in the right, but as a goodwill gesture you'll make an exception or concession.
C. Where you are in the right, and don't agree with the customer
At other times you are in the right, and will not agree to the customer's demand.
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Don't be pressured into agreeing with the customer.
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Show empathy but don't apologise. For example, 'I think I can appreciate how you must be feeling, Mr Jones, and why you're upset. What I would suggest for the next time is ...'
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Avoid using 'yes but' as it sounds defensive. Try saying 'and' instead.
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Be helpful by offering an alternative if one exists - but without being patronising.
This tip is an extract of an article from EnterQuest's sister publication, BETTER business magazine. Subscribers to the magazine can read even more articles to help them run a better business, including:
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- How do people really see you? Perception is all-important in business. How do people see you - and how do they see your business? It might be different to what you expect, says John Sherry. (Issue 157)
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- Why those first impressions count. Visualise a workplace where everyone chooses to bring energy, passion and a positive attitude to the job every day. Jay Hurley looks at how your image counts towards those first impressions. (Issue 151)
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To receive a free copy of BETTER business magazine simply send us your name and address to enterquest@cobwebinfo.com, putting 'EQ magazine offer' in the subject box.
Each week we provide you with summaries of some popular or emerging business ideas in the UK and elsewhere around the world.
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Divorce furniture. High-profile divorces have inspired one design student at Northumbria University to produce a 'divorce' cabinet. It's a functional piece of furniture which can easily be sawn in half and used as two separate pieces, should the tricky situation of divorce arise.
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Wellness store for seniors. We've translated this web page into English so everyone can understand the concept - hojo is a French retail firm which offers lifestyle products and services to help seniors and those suffering from mobility problems.
... most expensive business locations outside London
Business bank Alliance and Leicester released its Business Cost Monitor (BCM) last month. The BCM compares the operating costs for small to medium-sized businesses in British towns and cities, excluding those in Greater London. Here are the top ten most costly places in Britain to run a business:
1) Milton Keynes
2) Cambridge
3) Oxford
4) Guildford
5) Edinburgh
6) Chelmsford
7) Reading
8) Stevenage
9) Bristol
10) Manchester
Milton Keynes came out on top as the most expensive town - average annual retail space costs are £2,500 per square metre.
Regularly improving your vocabulary is not just about learning a new word and its meaning. It will improve your general knowledge and make you feel and act smarter in all sorts of personal and business situations.
Do you know the meaning of the word 'vehement'?
a) zealous, impassioned
b) poisonous, diseased
c) happy, positive
d) lacking drive or ambition
Answer at the end of the Bulletin.
The following topical business issues have been recently reported in the media. Did your radar pick them up?
1) The Forum for Private Business (FPB) is urging the Government to 'think smallest first' in its latest campaign. On average, how many employees do FPB members employ?
a) five
b) ten
c) fifteen
d) twenty
2) A recent poll by the Federation of Small Businesses (FSB) has revealed that almost 90% of small firms believe the Government's policies to tackle which subject are making life more difficult for small firms?
a) rising costs
b) employment red tape
c) road congestion
d) business tax
3) Meanwhile, the 'big six' energy firms have answered questions from the Government about future energy price rises. One gas supplier has acknowledged that prices rises in the coming months could rise by up to what percentage?
a) 10%
b) 20%
c) 30%
d) 40%
Answers at the end of the Bulletin.
Create logos for your business
LogoMaker is an online logo generation tool that allows you to create a logo from a bank of icons and colours. You then buy your chosen logo for $49 (about £25) and use it on your website. You can also use the site's business card templates.
Design and send online invitations for your events
Pingg is a free application enabling you to design and send event invitations. Instead of writing an e-mail or sending an invitation by post, you can choose your own design, manage your mailing list, and process RSVPs.
Free CRM tool trial
A customer relationship management (CRM) tool can help with many aspects of a business. As well as helping you to manage sales and marketing processes, they could help to boost productivity. SalesForce is a secure Internet-based CRM tool, meaning you can access the information while on the move or from home. You can download a free thirty day trial from the website.
Gizmo - an alternative to Skype
Gizmo is an alternative to the (free) Skype service. The application enables international calls, instant messaging and file sharing. The site also features downloads and support for users.
Win one of four copies of Business Plan Pro
EnterQuest has teamed up with Palo Alto to give readers the chance to win one of four copies of Business Plan Pro Premier which is ideal for creating a business plan.
Business Plan Pro Premier software automatically customises your plan to match your business type. The software automatically creates all the spreadsheets, charts and graphs that you and investors look for, including cash flow, breakeven and profit and loss. It also comes with over 500 business plan examples to give you inspiration.
Palo Alto is offering four lucky readers the chance to win a copy of Business Plan Pro Premier. To be in with a chance of winning, simply answer the following question:
Q. Retailer hojo is based in which country?
E-mail your answer, together with your name, address and daytime telephone number, using "Business Plan Pro Competition" as the e-mail subject line, to enterquest@cobwebinfo.com.
All entries must be received by 30 June. EnterQuest and Palo Alto will use the information you provide for their own marketing purposes only and your details will never be shared with any third parties (except to arrange delivery of the prize). Competition rules are available on request.
Not a day goes by without more stories spilling out from media machines about the credit crunch. This book by journalist Alex Brummer traces the origins of the credit crunch back to its sub-prime roots and fills in the gaps that non-financiers and journalists may have. Check out:
Just one word answer
The answer is a).
Vehement means zealous, impassioned.
The retailer was vehement in her backing of the councillor's plans to scrap parking fees in the town centre. |
How's your business radar? The answers
1) The answer is b) - The FPB says that, on average, its members have ten employees. The organisation is currently urging the Government to listen to small firms' concerns and protect them during growth stages.
2) The answer is a) - A resounding 88.5% of small businesses think the Government's policies on rising costs are impacting negatively on them.
3) The answer is d) - Businesses and consumers alike could face gas price rises as high as 40%, a spokesman from energy firm SSE has admitted. |
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Good luck
The EnterQuest Team
This information is meant as a starting point only. Whilst all reasonable efforts have been made, the publisher makes no warranties that the information is accurate and up-to-date and will not be responsible for any errors or omissions in the information nor any consequences of any errors or omissions. Professional advice should be sought where appropriate. |
