Stafford Web Meet-Up

Want More Sales? Stafford Web Meet-up – Tuesday 18th November 6-8pm

The new Stafford based open-networking club for local web and IT professionals launched successfully last month will be meeting again this month, and highly recommended by us to attend.

The next meeting is Tuesday 18 November at the Bean enCounter in Stafford town centre (
Salter Street, Stafford, Staffordshire, ST16 2JU Tel: 01785 601526), from 6-8pm and every third Tuesday of each month thereafter.

Come along to network, make business contacts and get to know other web & IT professionals living and working in Stafford and Staffordshire in an informal environment.

The next Staffs Web Meetup will be lightning talks on Tuesday 18th November.  Sign up to attend on Lanyrd – http://lanyrd.com/2014/staffs-web-meetup-november/.

Dave & Phil who organise this say “This time we’re upstairs at the Bean enCounter so there should be plenty of space. You’re welcome to arrive from 6pm with talks starting at 7pm.  We’re looking to host 5-6 talks. Anyone is welcome to present a short talk lasting 5-10 minutes. You can talk about any topic. We have access to a projector or you can wing it freestyle if you prefer. If you’d like to present a talk please contact us events@staffswebmeetup.co.uk or tweets us @staffsWebMeetup.  We are seeking sponsorship for food, drinks and promotional materials. If you think your company may wish to sponsor the event please get in touch.  Don’t forget to sign up to attend on Lanyrd http://lanyrd.com/2014/staffs-web-meetup-november/.

Please let all your friends and business acquaintances know through the normal social media channels by reposting this wherever you find it – Twitter, LinkedIn, Facebook or Google+.

Look forward to meeting local business ourselves on the day.

If you know of any great Staffordshire / West Midlands business networking or referral marketing events we can share with the world – let us know via LinkedIn.

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Read what our customers say about us on your Testimonials Page – CLICK HERE TO READ

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

Let's Do Mentoring

Want More Sales? Let’s Do Mentoring Brings Success To WT Designs!

We think all business leaders should have a mentor.  Read our previous posts HERE, HERE & HERE

“The internet, your accountant, friends and family, network contacts, associations and their trade publications, consultants all offer solutions to situations any business may face.  However, in our view, sharing information from a number of sources to allow for informed decisions with an experienced volunteer mentor is invaluable to grow your business more quickly by helping you see the business woods from the trees.”

That is why we support the Staffordshire Chambers Of Commerce’s very own Let’s Do Mentoring programme as a Mentor to great businesses in Staffordshire.

Wizzard Technical Designs – Out Mentoring Story

Over the last few months we have had the pleasure of working with Osmond Maguire of Wizzard Technical Designs Ltd, a web and IT services company based in Rugeley.

Results from the Let’s Do Mentoring have been fantastic with Wizzard Technical Designs Ltd moving to new premises; taking on a couple of new apprentices to grow their sales; refocusing and simplifying their web and IT offers for local customers to make WTD more effective; refocusing their “networking” locally; upping their social media / reputational building activities amongst many other mentoring wins seen in this time period.

In addition we have been pleased to refer WTD to many of our contacts for their excellent packages that they offer, and learn a few wordpress tricks from them too!

Photos below are our conclusion to the mentoring “intervention” and their generous thank you gifts to us.

Osmond Maguire Let's Do Mentoring + Stuart Walton

Osmond Maguire Let’s Do Mentoring + Stuart Walton

Osmond Maguire Let's Do Mentoring + Thank You Gifts

Osmond Maguire Let’s Do Mentoring + Thank You Gifts

We look forward to continuing our mentoring work with Ozz and the WTD team, referring them to our contacts and seeing them continue to grow their sales.

Do follow them on Twitter and all other social media channels for all their latest news.  And please get in touch with them for all your IT, Web and  WordPress needs now!

Want To Know More About Let’s Do Mentoring?

This SERVICE is free to all Staffordshire businesses, and if you sign up today you get 12 free hours from one of the top mentors in the team – CLICK HERE TO START YOUR MENTORING JOURNEY

If you want to read about the success of the Let’s Do Mentoring programme then read all about it HERE or HERE.  Follow them on TwitterFacebook and Linked-in.  If you want to grow your business and turbo-charge your sales then get a Mentor today.  To find our more about the programme then call John Thompson on 01782 213929 or email him on john.thompson@staffordshirechambers.co.uk

 

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Read and watch all our testimonials from our clients on our Testimonials page – CLICK HERE

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

Ted Really Loves Testimonials

Want To Know Our Company Better? Read Our Testimonials!

Announcing our new Testimonials page!

Differentiating yourself from your competitors is one of the biggest tricks any business need to pull off, and your reputation which one should always strive to be positive is a key factor is ensuring you get the referrals and not someone else!  It is one of the 4 low-cost marketing techniques we recommend to all new and small businesses.  Testimonials is part of the social proof that you are really better than your competitors, and that your marketing message is not just hot air!  Read our previous thoughts – HERE & HERE

Therefore we love getting Testimonials from our clients, friends and partners to share with the world as social proof that the work we do is helping them grow their sales and profits faster than they could have achieved on their own.

YouTube

Please see some of our testimonials we have received from our clients and friends on YouTube – watch and enjoy:

If you or if you know of any great YouTube testimonials out there for Staffordshire businesses – then please let us know via  LinkedIn – we would love to share them with our readers.

LinkedIn

In addition read some of the great testimonials, our founder Stuart Walton has received on LinkedIn here below (gathered in a YouTube film from a Keynote presentation):

Other Sources of Testimonials

In addition we occasionally we will publish testimonials we have received in writing or on Twitter or other social media channels – such as:

 

Look out for more of our testimonials on YouTube, LinkedIn, Twitter etc as we update this page on a regular basis!

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

Stafford Chamber Of Commerce

First Thursday Club – Stafford Networking Group – Thursday 6 November 5-7pm

The new Stafford based open-networking club launched very successfully a few months ago by local professionals & businesses in conjunction with the Staffordshire Chamber Of Commerce’s FINEST sub-group for professionals in the County will be meeting again this month, and highly recommended by us to attend.

The next meeting is Thursday 6 November at the Swan Hotel Café, Stafford, from 5-7pm and every first Thursday of each month thereafter.

Come along to network, make business contacts and get to know other professionals living and working in Stafford in an informal environment. Over the first few meetings, we personally met many new professionals working in Stafford and reconnected with others, a great result from any open networking environment especially with follow-up 121s.

For more information and to confirm attendance on 6 November please contact:

Louise Dubber – louise.dubber@staffordshirechambers.co.uk
Debbie Streeton – deborah.j.streeton@hsbc.com
Amy Glover – amy@jobsonssolicitors.co.uk

Please let all your friends and business acquaintances know through the normal social media channels by reposting this wherever you find it – Twitter, LinkedIn, Facebook or Google+.

Look forward to meeting local business ourselves on the day.

If you know of any great Staffordshire / West Midlands business networking or referral marketing events we can share with the world – let us know via LinkedIn.

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Watch out for new testimonials page coming soon!

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

Breaking Down the LinkedIn Social Selling Funnel

Want More Sales? Using LinkedIn For Your Sales Funnel!

We like to share information on topics from top local experts especially on social media: one of the 4 pillars of low cost marketing we recommend for all new and small businesses that really amplifies your reach and presence in order to grow and enrich your network with your thoughts, ideas and opinions with the aim of having more sales.

Your know by now that we are big fans of LinkedIn to help networking, engage in referal marketing, reputation building and one of the most useful social media platforms out there. Read what we said before on LinkedIn – HEREHEREHERE, HERE and finally HERE.

Today’s post no exception as it making sure you use LinkedIn effectively as “social selling” instrument to help you sales funnel!

These set of tips are brought to us thanks to our old friend Melonie Dodaro, a fantastic social media expert at TopDog Social Media that you can follow on  Twitter.

Originally published October 2014 as a blog post on the TopDog Social Media website, this excellent essay on the topic of more social selling using LinkedIn – “Breaking Down The LinkedIn Social Selling Funnel” – which we think gives some great tips on what to do to take your LinkedIn activity to the next level!

“Are you still struggling to get results with social selling and LinkedIn? Social selling is not easy at first. It can feel unnatural and even awkward at times. This might be because many entrepreneurs and sales professionals think of it as a “tactic” rather than what it really is: a means to building and leveraging relationships.  While this is quite generalized, people that are naturally strong at social selling are often not the ones that have an affinity for technology. Quite the opposite actually. They are usually more people-oriented. Does this sound like you?  If you’re struggling with social selling, you may be overthinking the technical side and undervaluing the relationship aspect. This 7-step system will help you go from finding prospects on LinkedIn to taking the relationship offline.”

Breaking Down the LinkedIn Social Selling Funnel

Breaking Down the LinkedIn Social Selling Funnel

The 7 Steps are:

  • Step 1: Identify Prospects
  • Step 2: Send a Connection Request
  • Step 3: Send a Thank You Message
  • Step 4: Send Relationship Building Messages
  • Step 5: Engage With Them on Shared LinkedIn Groups
  • Step 6: Connect & Engage On Other Social Media Platforms
  • Step 7: Move Relationships Offline

We of course endorse all 7 steps, especially Number 7!

Go to the main blog post to see all the 7 steps explained in great detail by Melonie Dodaro!

Social Selling Can Be Easy – Social selling is not something you should be fearful of. When done right, it can produce tangible results that simply weren’t possible before social media came along. It doesn’t matter if you’re looking to further develop relationships initiated offline or find new prospects online, social selling can be and is a powerful secret weapon!

We hope you’ve enjoyed these 7 steps explained in great detail by Melonie Dodaro – We know there was at least one that you don’t do today to help you use this fantastic tool more easily to get more sales!

Do you have any “social selling” secret tips of your own using LinkedIn or another social media platform? Hit the comments below to let us know or let us know via LinkedIn!

If you know of any great Staffordshire,  West Midlands or International experts we can share with the world – let us know via LinkedIn!

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Watch out for new testimonials page coming soon!

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

Twitter Logo

Want More #Twitter Fun! 10 Secret Twitter Tips, Tricks and Hacks To Use!

We like to share information on topics from top local experts especially on social media: one of the 4 pillars of low cost marketing we recommend for all new and small businesses that really amplifies your reach and presence in order to grow and enrich your network with your thoughts, ideas and opinions with the aim of having more sales.

Your know by now that we are big fans of Twitter to help broadcast your message to the whole world and engage with your local community in a cost effective and easy manner.  Read what we said before on Twitter – HERE, HERE, HERE, HERE and finally HERE.

Today’s post no exception as it making sure you use Twitter effectively by suggesting 10 hints tips and tricks to make your use of this great tool even more fun,productive and useful to get your message out there to your followers, and using the output in other online mediums!

These set of tips are brought to us thanks to MediaBistro, a fantastic digital resource of great social media hints, tips and tricks on digital marketing that you can follow especially for Twitter.

Originally published October 2014 as a blog post on their website, this excellent essay on the topic of more effective tweeting and twittering – “10 Secret #Twitter Tips, Tricks and Hacks (That You Probably Don’t Know)” – which we think gives some great tips on what to do to take your Twitter account to the next level!

“So you think you know everything about Twitter?  I thought I did, too. Then I discovered this amazing, secret Twitter hack. Then another one! It was like being part of a club for years and then finding out that there’s a hidden, inner part of the club that’s only for very special members.  I wanted more. I was hooked. I had to find out more secret Twitter tips. More hidden tricks. More crafty hacks.  And so I did. Check the list below for 10 secret Twitter tips, tricks and hacks that you probably don’t know.”

10 Secret #Twitter Tips, Tricks and Hacks (That You Probably Don’t Know)

10 Secret #Twitter Tips, Tricks and Hacks (That You Probably Don’t Know)

The 10 Tricks are:

  1. You Can Schedule Tweets On Twitter
  2. Twitter Has Keyboard Shortcuts
  3. You Can Embed Tweets Into Any Website
  4. Twitter Supports Advanced Search Operators
  5. You Can Setup Multiple Twitter Accounts Using The Same Email Address
  6. You Can Turn Off All Twitter Emails With A Single Click
  7. If You Start A Tweet With @Username, It’s A Reply
  8. You Can Send a Promoted Tweet That’s Invisible To Your Followers
  9. Twitter Gives You Free Advanced Analytics For The Last Month Of Your Tweets
  10. You Can Pin A Tweet To The Top Of Your Profile… Permanently

There are a couple we use already – The analytics, and embedding tweet into a website.  A couple were a real surprise – the multiple twitter accounts using the same email address and pinning tweets to the top of the profile; and a couple were certainly going to think about – scheduling tweets and advanced search operators!

Go to the main blog post to see all the 10 tricks explained in great detail by MediaBistro!

We hope you’ve enjoyed these 10 secret Twitter tips, tricks and hacks from MediaBistro – We know there was at least one that you didn’t know which you can use today to help you use this fantastic tool more easily! Do you have any Twitter secret tips of your own? Hit the comments below to let us know or let us know via LinkedIn!

If you know of any great Staffordshire,  West Midlands or International experts we can share with the world – let us know via LinkedIn!

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Watch out for new testimonials page coming soon!

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

Ted Loves Talking

Want More Sales? Do Some Public Speaking For Your Reputation!

Differentiating yourself from your competitors is one of the biggest tricks any business need to pull off, and your reputation which one should always strive to be positive is a key factor is ensuring you get the referrals and not someone else!  It is one of the 4 low-cost marketing techniques we recommend to all new and small businesses.

In Networking terms, one of the 9 guaranteed steps to failure is not taking the “Limelight”.  If you are not prepared to present your business or your knowledge at a networking event then you are harming your reputation.

One great way apart from your “behaviour“, blogging, social media etc is to do some public speaking.  Now public speaking is that part of taking the limelight that frightens many people, but with practise and a pinch of courage you can do it.  No one expects you to be a professional speaker, just have the nerve to do it – there will be failures but practise will make more perfect each time.

So if you are felling more confident then where can you speak?  Here are some ideas that any business can try in their local vicinity amongst others:

All of them provide the opportunity to talk about subjects you are comfortable about.

Yesterday, we enjoyed a talk from our good friend and social media / eBusiness expert – Philip Oakley from Outserve in a local Staffordshire School on Cloud Computing.

Yesterday at @stdominicshsg – @philoakley presents his cloud computing super talk to @stdoms6form :-) #brnuk

A photo posted by Stuart Walton (@stuart001uk) on

3 rules for online account safety from @philoakley – presented yesterday at @stdominicshsg to @stdoms6form :-) #brnuk

A photo posted by Stuart Walton (@stuart001uk) on

30 minutes presentation, 30 pupils = higher reputation = better relationships = more business opportunities!

So what there is to be afraid of apart from more business opportunities by speaking in public!

If you want to book us to speak at an event in Staffordshire and surrounding counties to speak about networking, referral marketing, reputation and social media the please get in contact via LinkedIn.

If you know of any great Staffordshire / West Midlands business networking or referral marketing events we can share with the world – let us know via LinkedIn

If you know of any other great networking or referral marketing tips we can share with the world – let us know via LinkedIn.

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Watch out for new testimonials page coming soon!

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

The Burton Business Club BIG Business Event

Want More Sales? Burton Business Club Networking Meeting – 11 Nov 2014 @6.30pm

The next networking event put on by the Burton Business Club in Burton-upon-Trent is being held on 11th November 2014 at 6.30pm

Come along to network, make business contacts and get to know other professionals living and working in Burton-upon-Trent and the A38 Corridor between Staffordshire & Derbyshire in an semi-formal networking environment with a very nice evening meal to boot.

There is a guest speaker – Emma Jones MBE co-founder of “Start-Up Britain” and CEO of Enterprise Nation:

“This month at The Burton Business Club, we will be looking at Building Inspiring and Growing your Business. To help us on that journey we have an extra special speaker Emma Jones MBE.

Emma is a Co – Founder of the Startup-Britain Initiative and the Inspiration and driving force behind Enterprise Nation who amongst other things run the Growth Vouchers Market place on behalf of the Government.

Emma is a dynamic and inspirational Business Leader who has a passion for helping people start up businesses and develop their entrepreneurial ideas into reality. Working with the Government on Start Ups Emma is someone who has brought together major Businesses and Government departments to launch the Start Up Britain Initiative and been an advocate for the Government Start Up Loans and the Growth Voucher Scheme.

Emma is more than qualified in her practice to speak to us and to inspire us to start, grow and develop our Businesses.  On the evening, Emma will be sharing with us her experience of what it takes to not just start a business, but see it through its infancy and grow it to reach its full potential. We will hear about the opportunities for business, the support and funding available and how we can play our part through initiatives such as Start Up Britain, Start Up Saturday and local mentoring for local businesses.

This will be an evening to not only attend yourself, but to invite your team, colleagues and anyone you know who wants to start in business. Why not spread the word amongst your Business Networks! You and those you bring with you will leave the event feeling inspired, motivated and equipped to start, develop and grow your Business!”

This is what the Burton Business Club say “If you’ve never been to a BBC event, or any networking event before, this will be a great event to find out what it’s all about. All visitors are able to attend a monthly event twice before committing to joining the club and at the same members price of £13.50 too! This gives them the opportunity to see first-hand how we manage the club and how we can help them with both their personal development and business growth.  We will be collecting money for Burton YMCA food bank via the Club’s food booking system. This money will then be used to buy food needed for the parcels.  This time we are aiming for 100 Businesses Networking, Meeting, and Doing Business!”

For more information and to confirm attendance please book via events@burtonbusinessclub.co.uk or use the EVENTBRITE LINK – BOOK HERE.

The address for the event is at the Branston Golf & Country Club, Burton Road, Branston, Staffordshire DE14 3DP

Let all your friends and business acquaintances know through the normal social media channels.

Look forward to meeting local business ourselves on the day.

If you know of any great Staffordshire / West Midlands business networking or referral marketing events we can share with the world – let us know via LinkedIn.

Watch out for new testimonials page coming soon!

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

Our Social Media Reputation Challenge

Want More Sales? Get Better SEO Through More Social Media!

We like to share information on topics from top local experts especially on social media: one of the 4 pillars of low cost marketing we recommend for all new and small businesses that really amplifies your reach and presence in order to grow and enrich your network with your thoughts, ideas and opinions with the aim of having more sales.

Today’s post no exception as it talks about how Social Media is becoming increasingly important in determining SEO rankings in searches, and how great content marketing through your social media channels to get your message to people who then trust you to buy from you is impacting the majority of buying decisions today.

These set of tips are brought to us thanks to RED WEBSITE DESIGN BLOG based in Cheshire, a fantastic digital resource of great hints, tips and tricks on digital marketing that you can follow on TWITTER.

Originally published October 2014 as a blog post on their website, this excellent essay on the topic of “How Social Media Impacts SEO” was titled – “How Social Media Impacts SEO and Your Websites Ranking on Google” which we think gives some great thought provoking stats on why it is important and why this is becoming the norm.

“Social media should play an important part of any successful SEO and content marketing campaign. Without social media we’d lose 80% of our blog traffic and no doubt a huge chunk of our backlinks would never have been earned.  To see how social media can work for your business take a look at this infographic by Submit Edge which highlights how social media can aid outreach and looks at how social signals impact rankings themselves.”

How Social Media Impacts SEO and Your Websites Ranking on Google

How Social Media Impacts SEO and Your Websites Ranking on Google

Some of the social media impacts on SEO include such obvious things as Link Potential – through increasing the awareness of the brand and the website; Personalisation – Google+ activity and reviews can influence searches on Google; and Search Query Volumes – through getting your name out to a wider audience (the key amplifying effect we always talk about social media providing!).

Go to the main blog post to see this great original infographic in original size to learn more!

 

In addition we also like the RED WEBSITE DESIGN BLOG post originally published February 2014 as a blog post on their website on the topic of “How to Use Social Media to Improve Your SEO” which we think gives some even more great thought provoking stats and case studies on why social media is a must do for all businesses!

How to Use Social Media to Improve Your SEO

How to Use Social Media to Improve Your SEO

It is important to understand now that both Google and Bing are using social media to rate the quality and importance of a URL – determining this through number of retweets say; the perceived on-line authority of the person retweeting this; and things like Facebook likes and Google+ +1s – this stuff now matters so the excuses if you want to get more sales have to stop.  Social Media and great content marketing are a must!!

 

Follow RED WEBSITE DESIGN BLOG on TWITTER for more great digital marketing tips.

If you know of any great Staffordshire,  West Midlands or International experts we can share with the world – let us know via LinkedIn

If you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Look out for our testimonials page coming soon.

Don’t forget the social media challenge for a great free prize from us – DO THE CHALLENGE

 

Skylark Training

Want More Sales? Get Some Great Customer Service!

Occasionally we like to share information on other topics from top local experts.

These great tips are thanks to Sally McMahon, Director of top learning & development company Skylark Training based here in Staffordshire.

Today’s top post is about that all important subject of customer service – really shows if you are “open for business” in the way you deal with this issue.

Please read and enjoy what Sally has to say on the subject.

What if we get complaints from customers?

Every business receives complaints from occasionally. How we react to them is key! We can get upset and take them personally, we can blame the customer. Neither of these reactions is helpful or comfortable.

Complaints can be so helpful in helping us to understand our customers and what they would like from the services or products we provide and also how we can improve what we are doing already.

Why do customers complain?

Here are a few reasons;

  • They haven’t received what they were promised.
  • They don’t believe that we will do what we said we would do.
  • They have had a negative experience with someone in the business or something that has happened.
  • They have misunderstood something.
  • They have been made to accept something that they didn’t really want either .

The vast majority of customers believe they are in the right when they complain. They rarely just complain for the sake of it.
If we can have this mindset when dealing with a complaint it really helps.

Tips for dealing with complaints

Show you are interested in their complaint and that you genuinely care.

Listen……I mean really listen to them and show you have done so by summarising back to them what they have told you. This will also confirm that you heard them correctly.

Remember we all like to be heard and appreciated.

Show empathy as you listen by acknowledging how they feel and responding genuinely and appropriately to these feelings.

  • “I know it can be frustrating when…….”
  • “I can see you are very anxious ………..”
  • “I understand. This is quite a difficult situation…..”

Be specific and name the emotion (anger, frustration, upset) and its source, such as the paperwork, the delay, outcome….  Avoid general statements as they may not come across as genuine.

These tips above will often give you an indicator of what the client wants you to do.

Avoid negative, defensive or aggressive language. Stick to positive language – what you can do.  Look for areas of agreement rather than just the issues. This demonstrates that you want to help to resolve a complaint.

Ask the customer for help in coming up with ideas for a way forward. This demonstrates respect and can diffuse a situation. Another way of doing this is listening to and summarising back their thoughts and ideas and adding others.

Assure the customer that we are trying to help. This can be through  Effort: When clients see that we are trying to help them, rather than promising a specific result it can really help create a more positive situation.

Result: We can promise a result but only when we are sure we can achieve it.

If you can’t do what the customer wants then explain this (avoid blaming other people, processes or inanimate objects!), show empathy with them and say what you can do.

Try to offer clients choices of solutions to their complaints wherever possible. This helps people to feel in control and not feeling pushed into a solution.

If you know a client is unhappy about something, try to mention it before they do. For example, “ I am sorry to have kept you waiting”- The client is likely to say, “no problem” (even if they were a bit fed up really). Avoid just pretending it didn’t happen!

If a client keeps going over the same issues over and over in a conversation or if the issue starts to grow and become more emotional, then show you empathise and try to refocus them on the main area of concern. For example,  “I can see you are worried about this level of profit, can we go back to what you might do about this ………..”

If you want to talk to Sally on more top customer service tips to help your business make more money by treating customers better on an ongoing basis then please contact her via LinkedIn, email her at sally@skylarktraining.co.uk or call her on 07813 745495.

Watch out for more top tips on all sorts of subjects from local experts.

If you know of any other great Staffordshire or West Midlands experts we can share with the world on any subject – then please let us know via LinkedIn.

If you are an accountant or in a another profession and if you want to discuss your referral marketing, social media, business networking needs & how to get the most out of them, then please do get in touch with us via LinkedIn. Feel free to connect with us LinkedIn, subscribe to our newsletter or our Superstars of Networking tips series via this website.

Look out for our new Testimonial page coming soon!

Don’t forget the CCBM social media challenge for a great free prize from us – DO THE CHALLENGE