If you have a small business, one of the best ways to ruin your professional image is to NOT have a professional communication strategy.
You need a business communication plan that is known and implemented by everyone in your organization, from the top down. No matter how good you are at what you do, there will be people out there who also do what you do–and might not even be as good as you are–but who have a communication plan that leads customers to believe that they are more professional–and therefore more competent–than you are.Don’t let this happen to you. With Professional Communication Strategies for Small Businesses, we can help you formulate a plan. The most common areas of communication overlooked by businesses are:
-Having a professional phone greeting– The phone greeting should contain 5 components (power tone, a hello, your organization’s name, the employee’s name, and an ending question) and should be the same for every single employee.
-Having a professional personal greeting–When greeting a customer at the door or in the office, all employees should be employing the gold standard for greeting and up-selling at the same time. For example, “Welcome to Shaggy’s! Would you like to wash your own dog today, or would you like us to do it for you–for only $5 more?”
-Having a professional email system (generally including auto-responders)–For example, “Thanks for your recent e-mail to Shaggy’s. We check our emails twice a day–at 9am, and at 5pm. We’ll be getting in touch with you then. In the mean time, if this is an emergency, please feel free to call us at 555-1212 for immediate assistance.”
-Having a streamlined up-sell strategy–For example, “How about a treat for the ride home?”
-Having an effective follow-up strategy–For example, giving customers a coupon on the way out the door that encourages them to come back within the next 30 days.
-Creating and maintaining a professional newsletter–For example, your customers should look at you as an expert, a source of knowledge, and someone who’s there to help them. So do that! Tell them things and give them things that help them, without charging them.
-Integrating the company message in all customer communications–For example, what’s your brand? You should be able to identify your company’s message from looking at any letter, promotional material, or product you have. Can you?
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Do you want to learn more about communication training that can help you become a more powerful, assertive, direct communicator? Communication that can change your life? Go to Dan’s store and check out his audios and videos, along with his 50-lesson comprehensive communication training course.
Does your office need a communication trainer–a world-renowned expert trainer in customer service– who can help you create a healthy, safe office environment? Would you like training in handling negativity; teams and leadership; and creating a respectful, professional work-place? Then go to http://www.danoconnortraining.com/ and request a quote from Dan and his team.