Micro Tips for Micro Businesses:Smile!
August 3, 2010 by Carol Topp, CPA
Filed under Blog, Featured, Running a Micro
Micro Tips for Micro Businesses
Today’s tip: Service with a smile
There are hundreds of books written about customer service and many of them offer tips and “secrets” to serving customers. The only secret is to treat your customers with respect and give them what they paid for. That’s pretty simple, so why are their hundreds of books written about customer service? Because there are hundreds of ways to show respect and to serve a customer.
- Smile! A smile can really make you seem friendly, warm and caring. Friendly people attract people.
- Shake hands. Offer your hand when first meeting a potential customer. This might make you feel uncomfortable because teenagers don’t usually shake hands, but watch adults in the business world. They frequently offer their hand when being introduced. Practice on friends or your family if you need to get comfortable shaking hands.
- Look them in the eye. Making eye contact shows confidence if even you don’t feel confident! Looking directly at someone also is a sign of respect (if you’re not staring!).
I was giving a workshop on teenagers and micro businesses at a homeschool convention when a 12 year old boy came up to me after the program, extended his hand and said, “Hello, I’m Jack. I really liked your presentation.” I was immediately impressed by Jack because he offered his hand to me. Although he was young and very small in stature, I knew in an instant that this young man would be good at whatever he set his mind. Adults are very impressed by a handshake and a smile.
Carol Topp, CPA
http://MicroBusinessForTeens.com
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Teen entrepreneurs offer tips to peers
June 17, 2010 by Carol Topp, CPA
Filed under Blog, Featured, Running a Micro, True Stories & Ideas
USA TODAY polled some successful teenage micro business owners for advice. Here’s what they said:
• Expand upon your interests. “Find a task (or) work you like and that is in demand,” says Lucas Rice, 18, who runs a successful landscaping business in Loveland, Ohio. “With my business, I like to be outdoors and to work with my hands, which was one of the reasons I chose landscaping.”
• Price wisely. “Feel around and see what other companies are charging,” then price competitively, Rice says. “When you’re starting out, go a little lower on price in order to start capturing some customers.”
• Make taxes less taxing. Save every work-related receipt. Those expenses could become tax write-offs. IRS.gov has details on dependents, such as children, filing tax returns.
• Don’t overinvest in supplies/equipment. “Allow your business to grow, and then grow your equipment into your business,” says Rice, echoing advice he was given by others. He invested in his first riding mower at age 12 (bought at a yard sale with savings from a newspaper route) and as his customer base grew, he conservatively bought more equipment.
• Promote your business and yourself. “Seek business; do not wait for it to come to you,” says Rice. “I go and welcome new people in the neighborhood and offer my services and give out business cards.” Archer promotes herself and her products on the Web, as well as through fliers she places into shipments to customer
Lucas is one smart kid. I know him personally; he’s one of my business clients!
More Customer Service Tips
March 23, 2010 by Carol Topp, CPA
Filed under Blog, Running a Micro
Serving your customers well keeps them coming back for more. Here are some tips to keep your customers happy.
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Offer something for free: You can offer your time or a low cost item for free. People really enjoy getting something for free.
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Offer discounts or coupons: Offer 10% off the second purchase or make a coupon good for a discount if the customer purchases a bundle, like buy 4 for the price of 3.
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Listen to your customers as they explain what they need. You may be able to sell them additional services. If you are hired to babysit, offer to clean up the kitchen also.
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Be a hard worker: Do more than expected and you’ll find your customers will do word of mouth advertising without being asked. If you are hired to mow the grass, ask if they would like the edges trimmed also.
- Clean up after you are finished. Leave the house or yard better than you found it and you’ll be asked back again and again.
Vital Customer Service Tips
December 3, 2009 by Carol Topp, CPA
Filed under Blog, Running a Micro
Customer service is vital to your micro business success. Here are some tips to better serve your customers.
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Apologize when something goes wrong even if it is not your fault. Apologize that you couldn’t cut the grass on Tuesday because it snowed 4 inches! The customer will appreciate your concern and maturity. Never make excuses. No one wants to hear you blame someone else. Just apologize.
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Answer calls or e-mails within less than 12 hours. Sometimes your competitor will get a job because they called back first.
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Fill orders quickly. No one likes to wait so don’t let orders sit for more than 24 hours.
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Show appreciation through cards, saying thank you and remembering special events like birthdays.
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Stay in touch: Consider a newsletter or an e-mail note to your customers. Tell them about new services or offer a coupon.
Never Say These Things to Your Customer
November 12, 2009 by Carol Topp, CPA
Filed under Blog, Running a Micro
Adapted for teenage micro business owners from:
15 Things Retailers Should Never Say
Negative Customer Service Phrases to Avoid
By Shari Waters
Shari has a great list of 15 things to never say to a customer. Most apply to a retail business, like a store in a mall, so I edited her list to those that most apply to teenage micro business owners.
1. I Don’t Know
Customers don’t expect retailers to know everything, but when it comes to answering a product question or other inquiry, they do expect the salesperson to be confident enough in their knowledge of the business to provide an answer.
Better: “That’s a good question. Let me find out for you.”
3. Calm Down
There may not be a more infuriating phrase in customer service than this one. If a customer has reached a boiling point and is ranting away, the best thing to say is nothing. Let the customer finish. Once he or she has gotten everything out, they will begin to feel better and may be more receptive to a solution.
Better: “I apologize.”
8. I Can’t Do That
This is another negative customer service phrase that should be banned from all store staff.
Better: “What I can do is ___.”
14. I’m Busy Right Now
Have you ever said, or heard, the following? “If it weren’t for customers, I could get some work done.” If you are in retail, chances are you’ve at least thought it. The truth is, without customers retailers wouldn’t have a job.
Better: “I’d be happy to help you.”
10 Commandments of Customer Service
November 2, 2009 by Carol Topp, CPA
Filed under Blog, Running a Micro
I love these customer service tips and I have edited them a bit for teenager’s running a micro business (that’s why there’s not 10!).
The Ten Commandments of Great Customer Service
From Susan A. Friedmann, for About.com
Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service.
Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel.Identify and anticipate needs. Customers don’t buy products or services. They buy good feelings and solutions to problems. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.
Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Thank them every time you get a chance.
Know how to apologize. When something goes wrong, apologize. It’s easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done.
- What can you give customers that they cannot get elsewhere?
- What can you do to follow-up and thank people even when they don’t buy?
- What can you give customers that is totally unexpected?
5 Tips for Serving Your Customers
October 13, 2009 by Carol Topp, CPA
Filed under Blog, Running a Micro
When running a micro business, if your customers are happy, you’re happy. Here are 5 tips to providing great customer service as a teenage micro business owner:
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Smile: Learn a lesson from Wal-Mart and greet your customers with a smile and a friendly “Hello.”
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Dress well: Make sure your work clothes and hands are clean, even if you are hired to do dirty work like housecleaning. Wear dark pants that don’t show the dirt and change your shirt between customers if it gets dirty.
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Say “Thank you” every time they hire you.
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Follow up with a handwritten card to new customers. A card may seem old fashioned, but new customers will appreciate your thoughtfulness. Simply write, “I appreciate your business and I hope that you will contact me in the future.”
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Be on time: Arrive a few minutes early if you can. If you will be later than 10 minutes, call and explain that you have been delayed.
More tips to come…
