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Marketing and Sales Ideas

   "A spoonful of honey
   Will catch more flies
   Than a gallon of vinegar."

                                                              —  Benjamin Franklin

Good manners are vital to winning customers and keeping their loyalty. No matter how good your product is, rude or indifferent service hurts your company.

A survey by a consultant firm, Eticon, found that 58 percent of customers will take their business elsewhere because of bad manners — even if they must go out of their way or pay more. Even worse, 80 percent of those surveyed feel that rudeness is increasing in the business world.

If you make even basic etiquette lessons a part of job training, the results will speak volumes about your staff and your company. Customers will respond positively when they hear someone answer the phone politely, respond calmly to their frustration and know which fork to use during a business lunch.

Here's how to institute some etiquette lessons at your company:  

Be discreet. 
When you approach your staff with the idea, tell them you are trying to help them brush up on their skills. As long as you don't give them the impression you think they're a bunch of ill-mannered oafs, most staff members will welcome the opportunity. 

Hire some pros. 
Professional trainers or etiquette consultants can cover the basics at a brown bag lunch. For more complicated needs, they can hold sessions lasting from a few hours to a full-day or longer. If bringing in experts sounds like a budget buster, send your human resources manager for training and let him or her teach the rest of the staff. 

Reinforce the lessons. 
Even model employees can have a lapse of memory about where the fish fork goes or how to introduce people when a name is forgotten. Prepare a short handbook or set up a page on your Intranet that covers the basics. 

By making sure your staff has the right skills, you'll encounter fewer misunderstandings and happier customers, all adding up to increased profits. 

Internet Marketing     The Internet is one of the best devices your company has to target new customers and keep your existing clientele happy. But before you begin reaping the benefits of e-marketing, you must collect and manage a database of e-mail addresses.

This might seem easy at first glance, but the task can be overwhelming if it's not handled correctly.

Track Your Best Customers   One way to ensure that you’re delivering the highest level of service to your trophy customers is to give them each a code. It helps your staff identify them and give them the kind of service you want to provide. Of course, you want to maintain a certain level of  service for all of your clientele. However, your best customers should receive the red carpet treatment.

Marketing to Existing Customers   Here's a simple way to check and see if your company is fulfilling its promises. Print out the following questionnaire and ask all employees except your sales staff to fill it out. When completed, analyze the results and —  if needed —  implement a plan to revise your sales process.

Thank You  In today's electronic age when businesses look for new ways to improve profit, we sometimes forget that simple, time-honored gestures often work best. And it takes only two words: Thank You! Writing thank you notes may sound like an obvious tactic, but surprisingly, few companies do it. That's precisely why it will set you apart from the competition.

Quality Service Keeps Customers   Quality is undeniably the single most important facet involved in retaining your clientele. Improving satisfaction is critical to boosting profits and quality is the key to keeping customers happy. But how do you define quality and inject it into your relationships with customers?


Virtualex.com Ronald J. Cappuccio, J.D., LL.M.(Tax) 1800 Chapel Avenue West Suite 128 Cherry Hill, NJ 08002 Phone:(856) 665-2121      Fax: (856) 665-9005 Email: ron@taxesq.com

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