Be A Resource

What is one of the greatest ways to add value to your business? Nope, it's not giving away free merchandise, offering special discounts, or even creating a preferred customer club. One of the most valuable commodities that you can provide your customers is INFORMATION.

WHAT'S THE PROBLEM?

Think about it. In this society, we are faced with an overwhelming sense of information OVERLOAD. There is so much "junk" out there cluttering up the landscape that it can be hard to find the one bit of data that is really useful to you. How many times have you gone onto the internet or searched through the database at your local library for one very specific piece of information -- only to come up with hundreds or thousands of documents that are completely unrelated to the topic at hand? All of this informational garbage has become known as DATA SMOG, and it clutters up our heads as much as atmospheric smog clogs up our air.

WHAT'S THE SOLUTION?

As a business owner, this is where you can really be of service to your clients. It doesn't matter if you sell life insurance or organize people's offices or prepare wills -- you can be a valuable RESOURCE to your clients. Just listen the next time that you are talking with one of your customers -- you will recognize a lot of comments that indicate a NEED. When you hear things like, "I'm having a problem with?" or "I wish I could find a good?" or "I really could use some help with?" you are hearing an opportunity to help someone out.

WHY SHOULD I GET INVOLVED?

So what difference does it make if my client needs legal help or is looking for a good place to buy a used filing cabinet? That's not my business! Well, maybe not -- but you will immediately gain CREDIBILITY in your client's eyes. You are no longer seen as a mercenary business owner who is only interested in making the next sale. You are now a generous, caring person who goes out of his or her way to make sure all of your client's needs are taken care of. You have developed a rapport with your customers, and they will reward you with their LOYALTY -- as well as referrals to other potential clients. And it takes very little time or effort to locate a resource for your clients, as you will see a little later on.

GET TO KNOW YOUR CLIENTS

It's much easier to serve as a resource to your clients if you get to know them PERSONALLY. Ask about how their families are doing, what's happening in their businesses, and what new projects they've gotten involved in since the last time you spoke. The more you get your clients to open up, the more likely they are to mention a need that you can help them solve. And it's amazing how easy it is to get people to talk about THEMSELVES if you just ask -- it's most people's favorite subject!

MAKE NOTES

You might be thinking to yourself, "There's no way I can remember all of these 'needs' that each of my clients has!" And you are probably right -- unless you use some sort of a TRACKING SYSTEM for keeping notes about your customers. I always take a pad of paper with me to appointments for recording these "resource-related" to-do's. That way, when I get back to my office, I can respond quickly to my client's requests. Try to get into the habit of setting aside just a few minutes each day to take care of your "resource duties" -- just like you would do with making phone calls or returning e-mails or any other MARKETING activity. Because that's what this kind of customer care is -- marketing both you and your business.

SEARCH THE WEB

I find that, as a fairly computer-savvy individual, I have a talent that can benefit my less technically-inclined clients a great deal -- I know how and where to look for things on the INTERNET. When one of my clients mentions needing administrative help or a personal coach or even a good place to buy shelving, I can find an online resource for them quickly and easily. Rather than telling my customers, "I'm sure you can find this on the web," I send them an e-mail with LINKS to the appropriate sites. This not only helps my clients find the products and services they need, but I come out of it looking like a real hero.

DO YOU ACTUALLY IMPLEMENT CLIENT SUGGESTIONS?

It doesn't do any good to ask for a client's feedback if it's just going to get pitched into a file or left in your e-mail in-box. You actually have to move that idea into some form of ACTION -- clarify (or even change) your policies, implement a new follow-up program, offer specially-priced sale packages, make an addition to your marketing materials -- whatever it takes to keep your customer happy. And when you do follow-through with a bit of client feedback, be sure to send that customer a letter. Tell them how much you appreciated their opinions, and point out how you have put their suggestions into action. You will always come across as a hero.

CLIP AND SEND

I love flipping through a catalog, magazine, or newspaper and coming across something that I know a client of mine can use. I don't go out of my way to subscribe to tons of extra PERIODICALS -- I just keep an eye out for interesting subjects in my everyday reading. But if you have clients who always seem to need help in a specific area -- finances or technology or parenting -- you might consider getting a few additional SUBSCRIPTIONS (and count it as a business expense!) I've sent clients articles on everything from caring for elderly parents to creating a business plan, and I'm always clipping pages from catalogs that have new and interesting organizing products that meet a particular client's needs. It takes only a few minutes to tear a page out and pop it into an envelope, but the impression you make lasts forever!

MAKE CONNECTIONS

Finally, one of the easiest ways to serve as a resource for your clients is through NETWORKING. As you network, you will meet people in other fields who might be of use to your clients down the road. Remember, you never know what kinds of products and services your clients might require -- and the more people you get to know outside of your own industry, the more likely you are to say, "Hey, I know someone who does that!" when a client mentions a need. Nothing feels better than successfully connecting two people who can be of service to each other -- and in the process, you create two loyal sources of REFERRALS for your own business.

Ramona Creel is a Professional Organizer and the founder of OnlineOrganizing.com -- a web-based one-stop shop offering everything that you need to get organized at home or at work. At OnlineOrganizing.com, you may get a referral to an organizer near you, shop for the latest organizing products, get tons of free tips, and even learn how to become a professional organizer or build your existing organizing business. And if you would like to read more articles about organizing your life or building your business, get a free subscription to the "Get Organized" and "Organized For A Living" newsletters. Please visit http://www.OnlineOrganizing.com or contact Ramona directly at ramona@onlineorganizing.com for more information.

---

More Customers - Watch those Little Things

Two situations, two perfectly acceptable experiences, but in one case,... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver.... Read More

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More

Take Care of Yourself Before You Take Care of Your Customer

One of the most important questions people ask when they... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

Is Your CRM (Customer Relationship Management) System Doomed To Fail?

"Right, People. Let's blast out that mail campaign we've been... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

The Sellers Creed

I will not make sales. I will make Customers.I will... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... Read More

E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Leverage Customer Capital First

If you're still dreaming about raising outside capital for your... Read More