bizSimple

The simple way to start a business.

Sunday 7 September

“Going it alone doesn't have to mean doing it all by yourself”

Communications

Communicating with your customers is the most important thing that you will do and without it you will not have a business – so why is it that so many people do it badly??

Communicating with customers includes the design of your brand identity, what you say in your adverts, the colour of your logo, the way you answer the telephone, your response to emails, getting quotations back to customers, turning up on time for appointments or, in fact, turning up at all!

Every time you do any of these things badly you are telling your customer that you don't care about them and very quickly they won't care about you either!

We believe passionately that if you get this bit wrong you will have wasted all the time and money you have invested in starting your business.

FAQs

Should I include a telephone number on my website?

If your business relies on your speaking to potential customers, to answer their initial queries and start to establish a business relationship with them – yes, definitely. Try to make it as easy as possible for people to contact you, and if you're not there after 5pm on a Friday tell them.

Why do people phone up to ask me questions when all the information is on my website, or in my brochure?

Because people like to deal with people. They want to feel that they can trust you and often, in their own minds, they haven't got the time to read lots of information. Even though they might take 20 minutes of your time on the phone, it might be the difference between you getting the order or not, so give them that time willingly.

Why don't people leave messages on my answerphone?

It might be because they want to speak to someone urgently; or they do not trust you to call back. It might be down to the message that you leave on the answerphone, asking them to leave a message? Some people just don't like leaving messages, so if possible, make every effort to make sure someone is there to answer that call.

It might be an idea at this point to mention children answering business calls – accidental or not this is not a good idea – Trust us!!

Why don't I get jobs that I give written quotations for?

This might be down to how you present the information. It might be badly spelt, or appear scruffy, or it might simply be not what they wanted, too expensive or late. Some people do just change their minds. You could go back and ask why you didn't get the work – if done politely most people, especially businesses, don't mind providing feedback on quotations and see it as a constructive move on your part – you never know you might even get the work next time round if you listen to their comments.

Get Going has some really useful tips about pitching for work – might help to make the difference between getting the work and not?

I often make appointments to see people about work but if I'm busy I don't go. Well, that's what everyone else does so it's OK, isn't it?

We'll leave you to think about that one………!