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"The choice is yours. You hold the tiller. You can steer the course you choose in the direction of where you want to be - today, tomorrow, or in a distant time to come."

~ W. Clement Stone

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SPOTLIGHT OF THE DAY (top ad)
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BUSINESS TIP
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Loyal Customers Take Commitment
By Patricia Twitchell

In today's competitive world of retail, many stores are implementing external marketing programs designed to attract new business. Unfortunately, the cost can be very high with little return on investment. What is often lost in the mix is the fact that it can be much more cost effective to have a loyal customer base that returns again and again rather than constantly seeking the next new customer. Not that there is anything wrong with new customers, but if that is you primary focus you may be missing a great opportunity with your existing clients. When you put attention on your current customers and they feel appreciated they tend to be more loyal. Loyal customers are often willing to spend more and tell others about the experience they have with you.
        
In the ten years I have owned and operated Just Bears and Stuff, a specialty gift shop located in Myrtle Creek, Oregon, I have learned a great deal about customer service. Even though some of it was from books, tapes and articles such as you are reading right now, much of my insight came from my customers.

Not only have I managed to stay in business, I have a very high percentage of repeat customers. I don't say this to impress anyone, but to impress upon you how important great ? not just good ? but great customer service is.

Here are some of the primary aspects of customer service that has allowed me to not only survive, but thrive in business for the last decade.

1.      The customer has to feel like they are getting something
special. Remember their name and use it often. Get to know something about them. The more special they feel the more they will want to return to see you. Guaranteed.

2.      Be willing to go the extra mile. By going the extra mile they do feel they are the most special person to us. Something we offer is beautiful gift-wrapping at no extra charge. From the time I was a child I loved to wrap gifts. Now I have the opportunity to do this on a daily basis. This is an added value I provide. What added valued can you add to let you customers know you are going the extra mile?

3.      Never make a customer feel as if what they are asking for is ridiculous. Although there may be occasion that what they are asking for is more than you can do, it is in the way you let them know this that determines the feeling they get from the experience.

4.      Be knowledgeable about your product or service and industry. When my customers look to me to make suggestions they feel a sense of security in knowing that I know my product line extremely well. I pride myself in helping my customers select just the right gift for whomever they are choosing it for.

5.      Realize you are dealing with real people with real needs.
Regardless of the business you are in, people make the choice to do business with you. If they feel like their needs are being met, they tend to return again and again. Interestingly, there are some customers I have never met face-to-face. Many find me on the Internet. I have customers all over the world and each one is so special to me and they know it. You can have a great relationship with your customers face-to-face or over the phone.


6.      Make the experience pleasant. When my customers feel that the experience was so pleasant more times then not they will return for their next gift giving needs. Again, whether it is over the phone or face-to-face I want my customers to know how important they are to me. And I will do whatever is humanly possible to let them know this.
 
As you think about your experiences with customer service, what is it that makes the experience so special? And do people feel your level of service is the best it can be? You will find that by building a loyal customer base you will be able to thrive in your business for years to come.


About the Author
Patricia Twitchell is the proprietor of Just Bears and Stuff, a
unique gift shop located in Myrtle Creek, Oregon. Nestled in the scenic mountains, it is a favorite place to visit for people from all over the country. Receive "Beary Special Moments" a free online teddy bear facts and tips e-zine by visiting www.justbearsandstuff.com . Call 1.541.863.6037

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BUSINESS COACH OF THE DAY
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'Top Tips for Requesting a Reciprocal Link'


While most webmasters agree that reciprocal linking is a
very good way of increasing web site traffic, get your
reciprocal link request wrong, and you won't get the link.

To make sure you don't this mistake, here are some important
tips for requesting a link from a potential link partner:

 1. Make sure your entire web site looks professional.
    Nobody is going to link to a scrappy or unprofessional
    looking website.

 2. Whether you use a linkbot or not, you must carry out
    some physical research on any potential link partner's
    website.

    i) You need to answer these questions:

       - Is the website of a similar or complementary theme
         to your website?

       - Is the website content useful?

       - Does the website look professional?

       The key is to look at the website content from your
       visitor's point of view. They clicked a link on your
       website to find more information, make sure the
       content at their destination is worthwhile.

   ii) Traffic to a new website will come almost entirely
       from reciprocal links. To maximize the traffic
       through your reciprocal links, check out your
       potential link partners "Links" or "Resource" page:

       - Are the links useful?

       - Are the links logically grouped and easy to search?

       - Are there less than thirty links for each category?
         You will not get any traffic from a page that has
         more than this.

       - Do they look appealing?

       - Are the links of a similar or complementary theme
         to the main website?


 3. If the website is worth linking to, locate and copy the
    "link code" that the Web site owner would prefer you to
    use for their reciprocal link, such as:

    - Link title

    - Link URL

    - Link description

    You need to make a note of the web page you would
    like your link to appear in, and if the website has a
    categorized link directory, the category.


 4. Find the contact details for the owner of the website.

    The increased harvesting of email addresses means that
    not many webmasters will put an email link on their
    website, most will use a contact form.

    Try to find the name of the owner. Many website owners
    have a web page about themselves or their business.


 5. Using the link information you found during your
    research, make an html link which points to your
    potential link partner and upload it to your links page.

    The only time it is acceptable to use information
    "discovered" by your linkbot is if you can't find any
    linking information during your research.


 6. Contacting the owner or webmaster for a reciprocal link
    will mean you must do one of the following:

    - Fill in their link submission form.

    - Contact them using their contact form.

    - Send them an email (This is the last resort). Sending
      emails to the WhoIs contact details is the same as
      spamming, DON'T DO IT.

    Use pre-written templates of linking letters that you
    can copy and paste into the contact form or your email
    program.

    To ensure the email looks personal, fill in the
    following "gaps" on the template:

    - The web site owners name. Don't use Hi John, or Hello
      John, use Dear John. If you can't find the owner's
      name don't use any salutation at all.

    - The URL of the web page where you would like you link
      to appear. If necessary, state the category you would
      like your link to appear in.

    - The full URL of the reciprocal link on your website.

    - The title of your link.

    - The URL of your link.

    - The description of your link.

    Make sure you state your email address and your website
    URL after your name at the end of the email.

    If your website has a low Google PR, state this and tell
    your potential link partner that your website is new,
    does not have a high Google PR and linking with you will
    not do their Google PR any good.

    Tell them you have a policy of linking with quality
    sites that have a similar or complimentary theme and
    consequently your Google PR is going to steadily
    increase, as will the number of people visiting their
    website from their link on your web page.


Anybody receiving a link request written using these tips
will be more inclined to swap links with you because you
have taken the time to check out their web site and your
professional approach will have a positive subconscious
effect on their decision.


*** Written by Colin Evans C 2004 - All rights reserved. To find other tips, advice as well as articles, tools and resources
to help you increase traffic to your web site visit:
http://www.colevans.com

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