Tag Archive for 'Brand Development'

Weekend Round Up: The best in SEO, Marketing, Design and More!

Here are the best articles I found this weekend all centrally located so you don’t have to spend your Monday morning surfing the web to see what you missed.

You Will Screw Up Eventually, It Is How You Handle It That Counts.

Customer Service

It is inevitable that at some point you will screw up something with a client.  It might be a billing issue or it might be a customer support snafu, it will happen.  You’ll do everything you can to make sure everyone is happy and everything runs smoothly but the crap will hit the fan.  It is how you handle it at that point which is what is important. Continue reading “You Will Screw Up Eventually, It Is How You Handle It That Counts.” »

Weekend Roundup. What You Missed.

Here are the best articles I found this weekend all centrally located so you don’t have to spend your Monday morning surfing the web to see what you missed.

Did I miss anything?  If so, please comment and let me know!

Have a great week.

Send Nice Emails and Get Happy Customers.

Send Nice Emails to Get Nice Replies

Take the time and send a nice email to ensure customer loyalty.

The Problem

Once upon a time the company I worked for sent out emails that sounded like they were written by a robot. A cold, soul less robot.


They went something like this:

“Thank you for your communication. Your inquiry into invoice #$S23s3 has been received and it is being reviewed.

Sincerely,

Billing Department”

Notice anything wrong?  No greeting or no personal touch.

These bland emails seemed to elicit responses from customers that bordered on angry and frustrated.  Not only did it frustrate the clients it frustrated our employees because they were dealing with rude and angry emails all day.  Not exactly what you want to be known for as far as customer service goes.

The Solution

I realized very quickly that this couldn’t stay the same.  We had to change the way we communicated with our customers via email or we risked becoming a company that was known for being jerks.

The change to the way we handled emails needed to be subtle but also impact-full.  The easiest way to accomplish this and encourage my fellow coworkers to join in was creating this creed, if you will, of answering emails.

Emails

1.  I shall use the customers name when responding to every email.

2.  I shall sign the email with my name and department.

3.  I shall wish the customer a nice day.

4.  I shall not pass the customer off to another department.  I will do the leg work and find the answer to the customers questions.

5.  I shall encourage the customer to call us if they are still in need of help.

The Result

Almost instantly our emails were replied to with nicer and more open responses.  Customers loved the fact that we were using their names and that they felt they were actually talking to a person and not some bot on the other side of the internet.  The idea that they could get a hold  of us by phone was also allowing them to remain relaxed and not so anxious.

A lot of customers and companies rely solely on emails for communications these days.  Having a bad email etiquette will cause you to alienate customers and potentially lose them all together.  Sending emails that are friendly, personable and helpful is not hard, it just takes more effort than simply answering a question.  Sending a nice email can separate you from your competition and gain you loyal users, so send nice emails if you want nice replies.

Rounding Up the Best of the Week: 9/6 Edition

Here are some of the most interesting and helpful articles I stumbled across this week:

Did I miss anything that you thought was interesting?

An online conversion can only take you so far in a service based industry.

After working in the  computer repair industry for the past few years I know that an online conversion will only go so far when your company provides a service like plumbing, computer repair or construction.

Continue reading “An online conversion can only take you so far in a service based industry.” »

Navigating the online community.

Everyone hates spammers.

You wont make any friends or sales with spam.

I can’t count the number of times I have seen a hopeful marketer fall flat on his face when trying to market a product within an online community. A new member will join a car related forum, then try to sell his his book on gardening without ever engaging his fellow community members only to be labeled as a spammer and either ignored or banned.

Continue reading “Navigating the online community.” »

Get a grip on your online self.

Before we move further with developing your own website you should take a few minutes to figure out what you already have online. You probably have multiple accounts across multiple websites, possibly with different names, emails and monikers. Some of this is okay and is probably a good idea but you might not want your personal Facebook coming up when an employer searches you out.

Continue reading “Get a grip on your online self.” »

How to setup Google Reader

Finding it hard to keep up with your industry or break into a new one? Blogs can be a great solution and I am going to show you a great way to easily follow a number of blogs from different sources all in one place.

Continue reading “How to setup Google Reader” »

6 Steps in purchasing a product and how they relate to your job search

Lets deviate a little bit from the step by step process of getting your resume website online and discuss yourself as a product and your potential employer as a consumer.

Consumers usually follow a few steps in the process of research and purchasing a product, the product being you.

1. A product is presented to the consumer in some way, making the consumer aware of it.
2. The interested consumer seeks more information on the product.
3. The consumer makes comparisons to similar products in an effort to get the best product for their needs.
4. Consumer decides on a product and proceeds with purchase.
5. Consumer purchases the product.
6. The consumer then evaluates the product.

How does this relate to you and your job search? Well, you are the product being presented to the consumer or employer. Providing your employer with an online resume website is giving the employer all the information they need to research you, like they would do with a product. From there they can do their research, compare and hopefully make the conversion which would be hiring you. There is a good chance that your potential employer will already have a hardcopy or emailed copy of your resume but having your resume online on your website will help in broadening your potential connections.

You have to view yourself as a product which is being presented to a consumer. Having an online presence will help strengthen yourself as a brand rather than just another faceless resume in a pile. The easier your information is available to an employer the better. Imagine trying to research a product online that you want to buy and finding no information about it on the internet.
What kind of message is that sending?

Let’s review:

  • View yourself as a product.
  • Keep in mind the 6 steps consumers use when they want to purchase a product and how that relates to you and your potential employer
  • Use your online resume to help develop yourself as a brand


Picture of Convict Lake in Mammoth

Convict Lake