Networking Now

I bet that title made you OPEN this message.

Now i've got your attention. This is the next most important thing in my opinion after you have a sale. Customer Service is what keeps people coming back and it is what makes people refer others.

SOCIAL NETWORKING
Social networking seems to do the same job - referral system. But really customer service is king. My business is based on good customer service. Keep people happy, make them special and they will bring you more custom. Advertising brings people in at the front end.

I would still say that Customer Service is stronger than Social Networking for a small business. This maybe a topic for debate. No doubt. Some people are clearly v.good at social networking. I am still trying to understand the basics - with thanks to the people here.

ORDER LIFE-CYCLE
The life-cycle of the order is so important. And to me it's what happens at the end of the order, where you can miss out. This is where I think a lot of people tend to miss out. At the end of a job. Job done, ask for feedback, but don't ask - have a system in place. I've always done it. I have testimonials, feedback, and it all provides information that is piped back in to improve things. I have high retention - people come back. This cuts down on your need to do sales promotion - which is a heavy burden.

1:10
If you're that good at customer service, you should be able to use one customer to generate 10 more over the life cycle of the initial customer. Keep giving people good service and they will bring you work. Can you turn one customer in to ten more?

There are two reasons why you might not be able to do this. (1) Customer treasures you so much, they would never refer you. (2) You have not put a customer service system in place.

I know Kip can do all the above. He's been getting referrals like nobodies business.

THINK ABOUT CUSTOMER SERVICE cafefully.
Digital Stationery has a customer service tool that has just been put in place - yesterday.!! Why? I've been encouraged to develop the business in a social networking environment as of last week. My paper based fax back systems are no good. So I've made it electronic.

First one completed today, for a job that went yesterday.

IF YOU LIKE try it out.
The survey tool is a product sold by Digital Stationery, but pricing is not aligned to you guys. I am looking at aligning it to the market here. I'm happy for people to put a couple of tests through. Use the job code "N2-TEST", so I can identify you and split your results from real customers,

It may give you some ideas. Try the system that has been in place with Digital Stationery since day 1. The only difference is it is now online.

Click here: http://dsmailer.co.uk/2UY-2OF/s2.aspx

I think you'll find it a useful learning process.

That my friend, was fricking awesome! Read the notes from me, I seriously tip my hat to that! I would probably do 2 pages, bang bang send, but I really didn't mind doing the 4! Nice and quick, the collated answers will tell you a lot about where you are doing well.

Dougie me old mucka! Very well done!

Thank You Kip.

I've honestly tried so hard to be on forums and not bring my business in to any discussions. But Helen has tipped me over the edge.

I've read your answers. And it is intriguing to read. Especially the answer to Question 13.

If anybody wants some base documents, try these:
http://www.digital-stationery.co.uk/fee ... estimonial
http://www.digital-stationery.co.uk/feedback/suggestion
http://www.digital-stationery.co.uk/fee ... stionnaire

I've used this kind of things (albeit not the same) in most service businesses i've delivered work for.

Up until today, they used to be sent to a customer and faxed back. As of today the survey goes out with every job at the end with the invoice.

Best Wishes. Kind Comments. Thanks.

I seriously think you should sell that survey, that is priceless to any online company/business person.

Some people may go in and steal the code, but that can be said for any site I put up or graphics I create, seriously, you should be adding that to your cart mate.

Very, Very Well Done! Love it!

You still having a coffee on the morrow?

Yes. Coffee tomorrow. In the forest. lol. Leicester > Epping.

The survey tool is a sale item. It is fully customisable and fully brandable, visual reporting backend and is integrated in to our commercial email suite. Up until now it had only been used for outbound surveys. Where a client wants people to be emailed and quizzed for a fee.

If you want to discuss integrating it to your business as customer service tool, then let me know. Perhaps, we can trial it with you. Make something work for you and show everyone else.

Hope this is more practical than my old rants.

Kip FX Design wrote:Some people may go in and steal the code, but that can be said for any site I put up or graphics I create, seriously, you should be adding that to your cart mate.

Steal the code? You haven't seen the backend reporting..!!!
Graphs and Stats my friend. Analysis, results, export to XL or as XML. It's the reporting that's cool.

DigitalStationery wrote:But Helen has tipped me over the edge.

Not sure if this is good or bad? Do I need to find you the number of a good shrink ;)

It's nice to know I am telling my Client's the right thing! I keep suggesting that they do customer feedback surveys! Mind you I have been using Survey Monkey, it's interesting to see how other people use surveys and at what point in the process they use them.

Yet another idea you have given me. My head is spinning right now :)

I hope your head is spinning in a good way.

For anyone interested in B2B techniques, you may like to look-up John Sweeney:
http://biz-builders.net/about-us

I am happy to refer John, he has a profile that bowled me over. A chap I truely respect.
And best of all I think he is doing a series of newsletters too.

You may note he uses words like "engine", "rhythm", "buyers journey". He is a master craftsman in my opinion. I think most of his work is at the sales end, where he connects marketing processes to sales.

Newsletter all signed up for as suggested. Looking forward to reading all about him, especially as you respect him so much.