My IBiz Weekly, Resources For The Home Based Entrepreneur

June 19, 2007

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In Today's Issue:
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>> Welcome From Your Publisher

>> So what are you working for? by Matthew Tibble

>> Recommended Resources

>> Ezine Ad Helper Budget Ads

>> Sure Fire Ways To Drive Customers Away! by Eileen McDargh

>> MIBW Ads

================Notes From Your Publisher==============

Hello again, everyone. Welcome to another issue of MIBW.

You Can't Please Everyone!

I know you have heard this phrase a thousand times but especially
when it comes to your customers, you will hear this just as much.
It is imperative that you always treat your customers right. Dont
assume that because they are online, they don't see you face to
face and you can get away with rude emails, non delivery of
products, etc. If a customer has a problem, address the issue
right away. This shows that you as a business owner want to
resolve the issue as soon as possible.

Now refunds are unavoidable at times. Some people are always
looking for the quick fix, and they get disappointed if your
product is not the answer to everything.

It's funny, but I see that more people will complain if they have
spent under $20 than those who have purchased something over
$100. I am sure there is a psychological reason behind this,
which I plan to investigate in the near future.

The articles in today's issue focuses on treating your customers
properly and to get you focused on what your goals are in life.
You don't have to be like everyone else but whatever you choose in
life, do it well. Don't do 50% of the job and expect 100% of the
results.

Enjoy your week everyone............

Donesia Muhammad, Editor and Publisher

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So what are you working for?
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by Matthew Tibble

It's 7.00am on a Monday Morning, and you reach over to hit the
snooze button on your alarm clock one more time, before you roll
out of bed to begin the process of getting ready for another day
at work.

Let me ask you a question – is that you?

The reality is that it is everybody at one time or another. But
what is it that energizes those of us that are successful into
beating that alarm clock up in the morning. That is, in getting
out of bed and ready to face the day before that alarm clock has
even considered giving its morning wail?

As simple as it sounds, it is their passion for what they want to
achieve.

You see, successful people have decided to plan for a future they
want to see become a reality. Many people will spend their entire
life wishing that their dreams and ideal lifestyle become real,
but never plan or begin working to achieve it. Successful people
have decided to act TODAY to see a change in their tomorrows.

Not only have these successful people planned their approach to
the life that they want to see become a reality, but they have
figured out *why* they want it. And that is the secret to
unlocking your potential in everything you ever do in your life.

For example, if you are a stay-at-home mum, you no doubt work
more than 8 hours a day, feel overwhelmed at times from the
pressures of managing a family and home environment, and worry
about the future for your children. There are days when you wish
you didn’t have to get out of bed - to do all those things you
feel you must do but don’t want to. But, if you spent some time
looking at what gets you through those moments, it is the desire
to see your children and family have a lifestyle that they are
comfortable in and feel nurtured in. This is why you do what you
do – early starts, late finishes, and dealing with the drama of
life in-between.

It doesn’t matter whether you run your own business, work for
someone else, or support somebody who goes to work for someone
else; we are all working or doing an activity for something. If
you were to ask yourself, your family or your friends, why they
are doing what they are doing (working), here might be some
common answers:

* For the money
* For a promotion
* To have a holiday
* Because that’s what you have to do
* Their parents taught them that’s what they should to

Instead of waking up each morning and going about the motions of
working, paying your bills and keeping your head above water only
to do it all over again, decide to make a change. Take some time
to look at what really motivates you. What would empower you to
jump (literally) out of bed each morning and face the day with a
smile on your face and excitement in your veins?

Here are some ideas for you to consider:

* Is it to help a community or charity?
* Is it to realize your dreams and start your own business?
* Is it so that you have more time in your life to spend with family?
* Is it to provide a future for your children that you never had?

You will find that the underlying motivation for those of us that
are actively pursuing their dreams is the desire to help and
contribute to others. This might be the loving mother, business
owner helping other businesses achieve their goals, or somebody
keen to support a charitable cause. Whatever it is, it involves
an element of giving back to someone else.

By deciding to plan for your future, get motivated about it, and
be actively pursing your goals, you very quickly find that you
have all the energy and passion you need. Life becomes a game,
and you made the rules. So get out there and find out what you
are working for, and make your dreams for tomorrow become your
reality for today.

Matthew Tibble is passionate about helping small businesses
achieve online business success. With 10 years experience in
sales and marketing, he has developed an enlightened approach to
business that combines proven philosophies with practical
implementation. For more information, email
info@businessplanningmadeeasy.com , or visit
http://www.businessplanningmadeeasy.com.

Article Source: http://ReprintedArticles.com

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Sure Fire Ways To Drive Customers Away!
===============================================================

by Eileen McDargh

Call it a blind spot. Call it regimented thinking. Call it the-
way-we-have-always-done-it. But by any name, there are actions
and practices that far too many businesses engage in that can
unknowingly drive customers away.

When I observe such practices, I move from being angry to just
plain sad. Really sad. Because the truth of the matter is that no
one CONSCIOUSLY set out to ruin my day. No one sat in a board
room and dreamt up procedures that would have us leaving in
droves. No one woke up and said, "I can hardly wait to make you
miserable." It happened "because". Because the truth of the
matter is that it takes courage to stop and ask the critical
question: Does this serve our customer? Our member? Our
community?

We all "know" the rules of service. But sadly, sometimes we don't
take the time to think through just what our actions might be do
or say to the customer. Here are some actions guaranteed to
drive folks from the doors of an enterprise. It's time for all of
us to sit up and notice!

Over promise and under deliver.

Bring people to the conference with the promise of cutting edge
material. Lure attendees into thinking that the hotel is a four-
star marvel. Tell customers that they'll have all the material
they need in three days. Promise the meeting planner that the
press kit will go out overnight. Then sit back and watch. Really
watch. If it isn't true 100% of the time, it's a bait and switch
promise.

Take the idea of "cutting edge material". I've attended
conferences in which the only cutting edge was the serving knife
on a buffet table. Same ideas. Same methodology. Same format.
Get a clue! Shake it up. Be provocative. If we say it, we better
deliver.

How about that four-star hotel? Brochure looks great. The
conference walk through is stunning. But then, could that ghastly-
looking luncheon plate REALLY be the same chicken marsala you
were served in the tasting? And, how about the fact that the
hotel "forgot" to tell you that the major dining room would be
undergoing renovation. Yikes!

The three-day guarantee. If you can't deliver it all the time,
it's not true! Now, perhaps Three Day Blinds has reversed its
practices, but years ago, I ordered window coverings for our new
house. My mother was coming to visit us over Christmas and I
needed shades. Alas, the third day came and went. I discovered
that only "some" shades are three-day, not all. Beware of the
implied promise.

Never walk the talk.

The brochure for the conference said, "a celebration of members",
a "community that listens." Too bad it didn't play out in
reality.

The setting is New Orleans. A couple thousand folks have gathered
for the "celebration" and the "community". Alas, the reality is
another fact. I discover that people are invited to parties based
upon their status in the organization. The luncheon session I am
addressing has some 50 "important people" file into the banquet
hall and take their places on a stage that is three tiers deep.
Talk about a "we"/ "they" set up. I am told, "This is the way we
have always done it." The intent to "honor" these 50 people was
to have hundreds watch them eat and to also set up the boundary
between the "us" and the "them".

Come on. There are a few more creative ways to showcase the "us"
that is far more inclusive, educational, and community building
than a camera shot of folks eating. I end up addressing an
audience while have my back to 50 plus people. It's rude, off-
putting, and the exact opposite of what the organization, in all
good intentions, wishes to create.

Our lives had better mirror the words we use and the beliefs we
profess to all. Otherwise, we're merely impersonators. I watched
a very well known speaker who specializes in relationship
building turn into a snarling, demanding customer who treated the
flight attendants like personal servants. How many disbelievers
were created on that day?

Make technology your primary form of communication.

Make sure there's a voice mail doom loop from which someone will
never emerge to actually speak with a live human. Conduct all
business via e-mail, assuming that a message sent is a message
received. And while you're at it, hit send as soon as a message
is written.

These three practices can doom any business relationship. Amazing
isn't it: having a person answer the phone can actually be a
competitive advantage! How easy do we make it for people to do
business with us via the telephone or even our web site? I tried
to book a reservation in a lovely hotel, only to be treated to a
lovely online tour of the property without ever finding a contact
number!

E-mail is great for data but not perfect for relationship
building or critical pieces of information. In fact, often the E
in e-mail stands for escalation and error. Two colleagues almost
became bitter enemies over rapid fire e-mails that had the sting
of a viper and the warmth of the Arctic. Neither thought to pick
up the phone and talk things out. Thus, the lop-sided "chats"
turned into internecine warfare. Talk about beating folks up!!

I discovered fascinating information about a client when we
talked through my normal pre-program survey rather than depend
upon an electronic transmission. I had thought my online survey
was a time saving device. Instead, what it became was a
gatekeeper, preventing me from digging deeper into an issue.
Likewise, multiple choice answers on written or online customer
service surveys will never result in information of substantive
depth.

Forget the wisdom of the outer circle.

In organizational life, there's always an "inner circle" of power
and control. Boards of Directors wield it. So do powerful
departments. When practices and policies come only from the
inner circle, the rank and file is not only unheard, but can turn
its back on the organization. Members leave associations when
they feel discounted and "not in the know".
Never say "thank you".

Mother was right when she made us kids write notes to relatives
after Christmas. It's a forgotten habit that can go a long way to
letting people feel appreciated. Likewise, pick up the phone and
call a client or member who has a complaint and THANK THEM for
making that complaint known. You'll discover a huge dividend in
goodwill after they recover from the shock of your call.

Three Practices to KEEP customers and members.

Common courtesy isn't common. Be uncommon.

Service is an unnatural act. It takes emphasis away from
ourselves and gives it to others. Be unnatural.

Time is the only non-renewal resource. Never waste people's time.

Hope I haven't wasted yours!

(c) 2005, McDargh Communications. Publication rights granted to
all venues so long as article and by-line are reprinted intact
and all links are made live.

Named by Executive Excellence Magazine as one of the top 100
thought leaders in business, Eileen McDargh, CSP, CPAE authored
one of the first books on work/life balance. Eileen is an award
winning professional speaker, consultant and facilitator. Find
free articles, surveys, book reviews and more at her professional
speaker website.

Article Source: http://ReprintedArticles.com

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