Archive for the ‘Online Business’ Category

Aug

Do You Make Folks Cringe?

Posted by: Judith in E-mail Tips, Online Business, SEO | SEM

We all have one or two folks that when we see their name in our inbox it makes us cringe. Speaking from a professional business POV alone, I can say that when I cringe it is because I know the sender is one that is not a clear communicator, rarely takes my recommendation and basically makes me inefficient.

When it comes to the e-mails I receive on a daily basis through this site asking about my services or for my assistance, I am continually surprised at how many onliners seem to not want to make a positive impression. They make no effort to try and impress me with their communications skills and understanding of what it is I do (maybe it is the “I’m the customer” attitude that they feel negates them from having to make an effort to communicate as though one made it out of 6th grade?)

All too many think that starting an e-mail with a nice greeting is trivial or unnecessary. They clearly do not realize how their request will be perceived as bossy, demanding or terse. Or to include their name and a closing statement is a waste of time. Remember what I said earlier this week about people doing business with people they like? How can someone think they would like working with you if you can’t take the time to include your name and a “Thank in Advance!” or “I look forward to hearing from you!”?

Let’s compare based on an actual e-mail received by yours truly. First, the e-mailer who feels greetings, clarity, proper sentence structure and courtesy are not necessary:

i need a new site… my old one sucks… i was ripped off… what can YOU do for me???????

Hmmm… If this person took just a little time perusing my site and the 100s pages of free information contained within — they would have clear idea what I can do for them. And, I’m sorry you feel you got ripped off and your site sucks — has nothing to do with me, my services or what I can do for you.

No specifics, no “Hello”, proper sentence structure or courtesy involved — just a statement of what the sender wants to get across. The mulitple question marks are the frosting on the cake. E-mails like that get a very different response from me than what the next example would garner.

Now, let’s just add a bit of clarity with a touch of courtesy…

Hello, Judith:

Hope you are having a nice day! I was wondering if you could check out my Web site, my URL is… (domain name). I am not proud of this site and unfortunately, am not at all pleased with the person I previously contracted to help me out.

I’ve read a bunch of info on your site and feel you can help me get back on track. Would you mind looking at my site and telling me how you feel we should proceed. Thank you in advance for your time and suggestions!

Carry Client

Wow — what a difference! The second example was courteous, clear in their request by providing the necessary details and signed off in a manner that makes one feel as though my efforts are appreciated. It also was a clear window into exactly what it would be like to work with this individual specifically by e-mail — our main mode of communciation.

Now, based on thee above, which of these potential inquiries would you choose to work with?

Can you see how the very same request can be perceived completely differently simply by taking the time to add a few details and common courtesy? Just taking the time to communicate clearly, succinctly and with courtesy will ensure you attract and nurture the best virtual relationships possible.

At your service,
Judith

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Aug

Online, Without Service; You’re Nothing

Posted by: Judith in Musings | Blog, Online Business

The online business arena is über competitive — to underestimate that fact is naive. So let’s suspend our belief system for a moment and pretend the playing field is equal.

We all have great sites that are professionally designed and have intuitive navigation, well written SEO’d content, as well as features, functionality and resources that cater solely to our target customers. We are all ranked #1 for all our search terms and get found when searched for. Our prices are identical and the quality of our products are one and the same.

What would, could and can set you apart? Your customer service! If everything else is equal — customer service in of itself can ensure your business is viewed leaps and bounds ahead of your perceived competitors. And, as we all know — customer service — is something that is lacking at many Web sites, eStores and even Blogs. (Yes, if you Blog for business there are customer service considerations there too!)

Some examples of customer service opportunities I see neglected on a daily basis:

Not answering e-mails promptly (the faster the better), professionally and with polish! Visit or subscribe to my Business E-mail Etiquette Blog so you can be on top of this one!
When a potential or current customer inquires about your products or services, answer their specific questions in detail. Don’t provide a canned response that gives the impression you didn’t even read their response! I can’t tell you how often I run into this practice with some of the big names online! That is if you get a response at all…
If you do have online resources or information that the customer missed (or possibly didn’t bother to look for) be sure to send them that specific link in a kind a professional manner.
If you say your are going to ship, send or provide something — follow through and do it. Don’t make customers have to follow-up with you.
Provide a FAQ on your site that covers the basics about your business, service, product or eStore and the information you do get asked for quite frequently. That’s why it’s called “Frequently” Asked Questions. To not have the standard and customary information on your site/eStore that is relative to how to do business with you is basically irresponsible. Customers shouldn’t have to ask you for the basics to know what it will be like to be your customer. (Actually, by missing all these points you tell them exactly that and send them looking elsewhere.) That’s exactly what your Web site is for! Use it!
To think that by not including basic information thereby making the customer fill out a complex form just so you can garner their data is risky at best. Know the majority will prefer to do business with those who don’t make them jump through hoops or provide “marketing data” simply to know what to expect when doing business with you.
If you have an eStore, make sure you are familiar and comfortable with all the features and functionality available to you that will assist you in offering the best customer service experience possible. To not use features because you don’t want to learn how to use them or take the time to utilize them is an attitude your competitors will thank you for!
When it comes to your Blog, make a point of posting information that your customers will value — not what you want to get “out there.” And, when visitors post comments to your Blog — respond promptly and in detail to their questions, comments or concerns. Good, bad or indifferent that will keep them coming back for more!

These are just some of the things that can make a difference — if everything is equal — as to you being chosen by a customer to get their hard earned dollars. But therein lies the rub. Everything isn’t equal now is it? So why not ensure your customer service practices are such that you do not have to worry about that aspect and can concentrate on excelling at all the other issues that can serve to set your business apart?

At your service,
Judith

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Aug

Search Engine Optimization Myths

Posted by: Judith in Helpful Articles, Marketing, Online Business, Online Business, SEO | SEM

No matter how much I type or talk about the reality of getting good rankings in search engines, the hooey continues to prevail. I’ve already had to burst several bubbles this week alone on this topic and it’s only Tuesday!

Myths abound online; especially when it comes to search engines and how to improve your rankings. And to be quite frank I am growing weary of being put on the defense on this topic when I speak the truth about what is involved. I’m sorry it’s hard work, I”m sorry it takes time, I’m sorry this is a never ending effort, I’m sorry you’re not in the “top 10″ with your site that has gazillion others competing for the same spot while your site isn’t as topically focused as the others ranking higher than you for those terms. On it goes… My advice is true and accurate but not what folks want to hear.

All too often, unscrupulous service providers cater to what they know you don’t know or want to deal with to line their pocketbooks. They don’t base selling their services or “program” on educating the consumer so they can make wise decision, rather they prefer to keep their customers in the mushroom field.

Information is power online. The truth will make you succeed. To not want to make the effort to understand the reality of the environment in which one is trying to conduct business is a recipe for failure. For what you don’t understand yourself; you have to rely on others who do have the information, skills or experience you lack. Many of whom may only know just a tad bit more than you so they can techno-babble you into doing business with them.

So why take unnecessary risks? You aren’t opposed to learning new things are you? I’ve got an article on the Top 5 Search Engine Optimization Myths. Why not check it out and become more informed than some will give you credit for?

At your service,
Judith

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