Whether your mom’s love language is chocolate, tea or flower seeds, wow her with a thoughtful gift basket this Mother’s Day — no wrapping required.
Click here for great mother’s day gift basket ideas for the special moms in your life!
Whether your mom’s love language is chocolate, tea or flower seeds, wow her with a thoughtful gift basket this Mother’s Day — no wrapping required.
Click here for great mother’s day gift basket ideas for the special moms in your life!
Do you, or does someone you know, own a business? Could your business benefit from advertising to upscale homeowners?
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Set the scene for relaxing get-togethers and fantastic meals with these updates!
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Taking time this morning to give a special birthday shout out to our very own rock star – Danny Bates!
Danny always goes above and beyond for our team – we are grateful for him and his presence! He is kind, hardworking & he always has a positive outlook on life…. not to mention, his artwork slaps!🔥
Cheers to 27 years!🥂
There comes times when I have some self-doubt creeping in or sales may not be landing in my favor. Other times, it feels like relationships just don’t seem to be clicking. When I start to get a little anxious, I always get that hunger for learning. I wander around the aisles of the bookstore. I get on Amazon and read the reviews you know those “if you like this book you might also love ____”. Lately, everything I’ve read is just meh. Just repetition of the same material and content I’ve heard years before. It had been quite a while since I found a gem of a read. Definitely, quite a long time since I’ve picked up a book that is life-changing.
While waiting on a cell-phone repair, I wandered into a bookstore and this one called out to me, “READ ME!” High Performance Habits by Brendon Burchard. It’s off to an inspiring start. It’s the kind of book that makes you want to rush home and devour some more.
I’d love to share a few of my all-time faves. This is my go-to list of books I’ve read most more than one time. Some are dog-eared. All have highlighted passages. Some I’ve read 10 times. Not only does the content never get old, I often discover something new messages within the pages. Life situations change and that old text now speaks to me in a different way delivering a new and timely lesson.
Whether you’re looking for a little positive thinking or ready to grow your business to the next level, I hope you enjoy these classics (followed by my two cents).
E-myth by Michael Gerber (Critical for every entrepreneur)
The Magic of Thinking Big by David Schwartz
How to Win Friends and Influence people by Dale Carnegie
Good to Great by Jim Collins
Duct tape Marketing by John Jantsch (Practical advice for small businesses marketing that doesn’t cost a fortune)
Positive Personality Profiles by Dr. Richard Rohm (Forever changed my perspective on interactions with others)
10 X by Grant Cardone
Think and Grow Rich by Napoleon Hill (I had this one on cassette tape in my first car)
Selling the Invisible by Harry Beckwith
The Bible
Drive by Daniel pink
One Minute Manager by Ken Blanchard (Principles are timeless)
Lean In by Sheryl Sandberg (Give yourself permission to do great things!)
Outliers by Malcolm Gladwell (Fascinating research into top achievers)
Just Listen by Mark Goulston
I’d love to hear your all time faves. I’ll add them to my “MUST READ” list.
Contributed by Heather Kuth.
All images are Heather’s own & may not be republished without express written permission.
For the last week, I have been watching a small business self-destruct via Facebook. It hasn’t been pretty and it was totally preventable if the business owner truly understood the power of social media.
I am part of a Facebook group for a vendor I use for my own sewing hobby/ business. The people in the group are not only very active in that particular group, but also in many other related groups. Over the last month, customers have noticed a sudden drop in overall quality of the vendor’s product. Naturally, these customers have reached out to the company’s customer service – but unfortunately, they have gotten less than satisfactory responses. Some customers have even been on the receiving end of responses that are accusatory in nature, with the company blaming their customers!
Customers are understandably upset & are now taking their concerns to the business’ Facebook page, which is common in the “social age.” This is where things are getting ugly. Instead of addressing negative comments & customer complaints, the company deletes them. The company owner has started sending rude Facebook messages to complaining customers, telling them not to post concerns or negative comments to the Facebook page, and going so far as to bring up comments the customers made in other groups.
Yes. The owner is “e-stalking” the customers & monitoring their activity on pages that are NOT the owner’s business page!
Further, customers are being banned from the group for “bullying” because they dare to post dissenting opinions. While all of this is playing out, these customers are talking in other groups and even posting screen shots of the messages they received from the business owner. The negativity is getting around and lots of people are talking…which also means that lots of customers are choosing not to shop there anymore. This includes people who have been customers for years and who have spent thousands of dollars with this company – and all of them are now taking their business elsewhere.
This sort of negative attention and resulting customer exodus will certainly have a long-term impact on this vendor’s business. As Maya Angelou famously said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel” – and you can probably imagine that being insulted by the owner of a company that your dollars helped succeed makes someone feel pretty terrible for a long, long time. In fact, research shows that 39% of consumers will continue to avoid vendors two or more years after a bad experience.
What’s more, a handful of bad customer service experiences can have far-reaching effects – 54% of consumers have shared bad experiences with more than five people. Websites like Yelp! have not only made sharing poor experiences easier, but they’ve also broadened the audience for these tales. This means that even consumers who have not personally been affected by a company’s bad business manners may steer clear of it anyway – as much as 88% of consumers have been influenced by an online customer service review when making a buying decision.
The owner of the company I’ve been watching implode on Facebook could have handled it so much better simply by being transparent over social media. Addressing customer concerns in real time and in a public space makes them feel appreciated & important, and other customers who witness the exchange can rest assured that they will also be heard if they have a problem. Peter Roesler at Inc. offers some good advice:
“A key tenet of good PR is that whenever a company makes a mistake, they need to make an honest effort to acknowledge the problem, apologize and ameliorate the situation. Trying to hide or ignore a problem will only make the effects worse in the long run. This is especially true with complaints on social media networks. Ignoring, deleting comments from, or banning consumers with a legitimate complaint only makes them angrier and they are likely to attack the social media page, or the brand itself, in other ways. For example, they may use a friend’s profile to continue posting negative comments, ad infinitum. They may also take their angry comments to a review site or list the business with a scam site.”
The message here is clear: if a business doesn’t properly manage its social media and proceeds to ignore the concerns of customers, then it is just digging its own grave.
Welcome back to RSVP’s This Week in Advertising feature! This regular series includes the news tidbits from the advertising world that interested, excited, or amused us this week. We’re glad you’ve joined us – let’s see what happened This Week in Advertising:
If you are “dealing” with your customers and clients then you are doing it wrong.
You deal with problems. You deal with issues. You deal with drudgeries.
Customers are none of these things.
I cringe anytime I hear someone say they need to “deal” with a customer. I feel bad for both the customer and that person who doesn’t love helping their customers.
You are serving a customer, not a life sentence. Learn how to enjoy your work. – Laurie McIntosh, writer, editor, and facilitator for Business Training Works, Inc.
Our job is to help our customers.
We are here to advise, guide, comfort and support our customers.
By removing “deal” from our vocabulary we can really start working with our customers. We learn what they need and how to be better in our business.
Our customers are why we are here.
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. – Jeff Bezos, founder and CEO of Amazon.com
MSN did a survey in 2013 and found that Amazon was ranked highest for receiving the most ‘Excellent’ ratings, with a total of 57.3% (a full 14.7% higher than the #2 ranked company, Marriott), but this isn’t really news – they’ve been topping charts for a while now. When you hear great quotes like this coming from their CEO, it’s easy to understand why.
So make customer service a priority, and see just how far it can take you! You won’t be disappointed, and neither will your customers.
Contributed by Jodie Hook.
My favorite clients all say, “We grow mainly by word-of-mouth.”
Excellent! That must mean you do your job well. You deliver on promises made. And best of all, your customers like you! A word of warning however — word of mouth is not what it once was. Gone are the neighborly over-the-fence chats of the 1950’s. Families don’t set roots in small hometowns for generations like they once did. College, career changes and snowbird retirements are spreading families out across the nation. Clientele age and naturally drop out of your prospect pool.
Don’t count on referrals as the only source for qualified leads or risk losing the lifeblood of your business.
Good news! You can capitalize on your strong word-of-mouth and satisfied clients by turning them into a direct mail advertising message that works.
We have proven formula to help you achieve remarkable results. The success of your direct mail campaign will be influenced by three things: the list, the offer, and the design.
The List
Be laser focused and target prospects who look and act like your clients. What makes referrals great is that people generally befriend folks who are similar to them. Their sameness makes your job of closing the lead that much easier. Understand your customer and mail to those just like them. You need consumers who are able, ready and willing to buy. One of the most desirable demographics today is the mass affluent, the 21% of homes that are responsible for 60% of spending. They are the 98% of homeowners that are twice as likely to buy, and when they do, spend 3.2 times more.**
The Offer
What offer can you make the conveys real value to the reader? We often get asked “How much should my offer be worth?” We advise: Without giving away the house, what is the most unbelievable offer you can make? If your ideal customer received your postcard today, what offer would motivate them to take action today? Remember the stronger the offer, the greater the response. What is trending in your industry now? Can you entice the reader with that? Follow the lead of marketing giants and use BOGO (buy one, get one) deals or percent off sales or cash back offers. By now, everyone recognizes the trademark blue and white Bed Bath & Beyond 20% off direct mail offer. Consumers want to feel like they are special and getting a deal.
The Design
While the artwork is important, the headline and message are more critical. What can you tell me that will captivate my attention immediately? What problem can you solve? According to John Jantsch, author of Duct Tape Marketing, “Tell stories. People love stories. Often even complicated ideas can be made simple through the use of a story. Talk about how your clients use your products or services.” Avoid platitudes and generalizations like …”World’s best cabinets” or “Quality service, affordable prices.” Boring!
287 is the average number of meaningful branding and advertising messages seen daily. People are tired and bored of the everyday, the mundane, and the expected. If your message doesn’t resonate or impinge with the consumer, will they even notice it?*
This simple three-step formula can begin to fill your marketing funnel with new and interested prospects. Once you turn your new leads into clients don’t forget to keep your referral train rolling. Make asking for them a part of your selling process. Jantsch shares “One of the best ways to leverage the power of referral marketing is to make the providing of referrals an expectation of every client relationship.”
Still concerned about your message? Download the free white paper: 8 critical mistakes to avoid when marketing your product or service.
Contributed by Heather Craaybeek.
*source: Jay Walker-Smith, president of the Marketing Firm Yankelovuch
**source: Bureau of Labor Statistics Consumer Expenditure Survey