How to deal with unexpected closings

5 11 2012

As a small business owner myself and I’m sure everything agrees that the one of the toughest decision of all to close or not to close when a crisis arises?. Well I’ve been coaching one of my clients lately about it so I want to share it with all of you. Please tell me if it is valuable for you.

Every business needs to close but tell your customer as early as possible in as many ways as possible. Some business owners think that if they close and don’t say anything the customer will just come back again. You customers don’t rely on you no matter how great, unique or popular you might be. Once you waste your customers time and see your closed when your hours say you should be open they get frustrated and angry. I have to say rightfully so because you wasted their time. If you find ways to tell them they may be disappointed but more than likely they will be understanding. Remember they get sick and have emergencies as well they don’t expect you to be perfect they expect you to be reliable. Closing here and there is understandable with proper planning and responsibility. HOWEVER expecting them to guess when you are going to be open or why you are closed is not only wrong you deserve to lose the Customer because you don’t care about them you only care about you.

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The Social web– how to use Facebook Twtter or MySpace to grow or KILL your business?

24 12 2010

1st you NEED to realize that your business is complete different and should be treated as such then your personal pages. People put up profiles on social websites for a few reasons– get new friends, keep in touch with old friends or have a place to voice your thoughts and opinions among people they like and or trust. HOWEVER– Your business should only be on Facebook, Twitter, or Myspace for  ONE pure Goal– To make money !!!!

This is extremely important because many business owners are  running their personal and business profile the same way and it can ruin your business forever!

and you work this utilizing these methods

3  REASONS–and only 3– 1)To get people to spend more money when they buy (if they buy $10 use it for promos to get them to spend $12 next time) and  2) How to get them to buy what you have more often (if they buy once a month to get them to buy once every two or three weeks ) and lastly 3) how to get one customer to bring in more customers (what is going to cause one person to tell the people they trust or trust them that you exist and they support your business as well — growing a customers circle of influence to benefit you)

For you business realize this what you put on on the web is permanent one and you can NEVER retract it. It is called Caching of a webpage in which your browser saves every version of a website to see this use achive.org the home of Googles Wayback machine.  And what your thing as a funny , cool or neat idea or opinion your OTHER visitors might not  agree with and THEREFORE my chose to NOT use your business because they read such things even though you do. This is a HUGE point for those people that have never used your business in the past and are searching the web to determine IF they are going to use your business today. Think about how often you use review sites to purchase a product to see generally how people feel about it. Its great because they are people you don’t know and there for are mostly just speaking pure about their experience. PEOPLE ARE DOING THE EXACT SAME THING WITH YOUR BUSINESS .

HERE IS THE KILLER OF BUSINESS ON THE WEB YOU WILL never FIND OUT WHO OR WHAT IS CAUSING PEOPLE TO DECIDE NOT TO USE YOUR BUSINESS . SO LOOK AT YOUR REVIEWS, FEEDBACK AND POSTS VERY CAREFULLY EVERYDAY BECAUSE THEY ARE DICTATING THE REAL OPINIONS .

 

IF YOU WANT POTENTIAL CUSTOMERS TO CHOOSE YOUR BUSINESS OVER YOUR COMPETITION email me at tom4change@gmail.com and will show you how exactly drive the web, social media and review sites in your favor .





13 Great reasons why Apple WILL be announcing the Verizon Iphone on Friday

15 06 2010

What this company is doing to every industry is phenomenal and you will never see something this amazing again. I will be the happiest person on Friday because I will finally know when I getting my Verizon Iphone  after 3 VERY long years.  Why am I so sure? Apple history will teach you that at least since 2000 this company follows an really solid pattern and we are about be amazed again.

1. Apple has NEVER and will never hold a press conference to fix something they hold press conferences to astound your life. Apple is not Lebron James, Toyota or BP has everybody completely forgotten that when they invite the press it is to somehow figure out to positively alter the quality of your life when it comes to computers. Steve Jobs would never hold a press conference to fix issues there is no value there. So stop assuming this event is for an Antennea or any other issue. Apple have not stated what this is about at all which is really neat to me.

2. When have Apple given literally one day to announce and hold a press conference? I don’t think ever. They love the hype of people trying to guess at what they are going to do so this is against their character to hold it so fast and on a Friday not Tuesday (but thats further down the list) They doing it fast so there is no time for things to slip out.

3. There was a email sent to stores saying “its coming” and  “its going to be really big” and I think that email and this event are definitely connected and they didn’t have time to send out paper invites so that to me is the teaser. “Its” has only been the number one request all employees have  been getting at the store whicj is Verizon Iphone and “Really big” is giving 96 million or more  people access to your best selling product. I used to work in retail and we used the terms to describe Xmas “Really busy”or  “Really Big” means all vacation time is blacked out and there is lots of OT to be had. So it could mean all employees need to prepare for the massive influx of business. Estimates are over 3 million in a weekend which it double what brought all ATT and Apple servers to a halt a few weeks ago for preorders on the Iphone 4.

4. That email part two– Do you realize that the Apple stores have never been given a heads up before an event? I know these might not be connected but just stay with me on this one. Why? They don’t want anybody to say something to soon. Some retail employee announcing before Steve Jobs would definitely kill all the clout they have but they need to give them a warning without telling them the what and that has to be why the email showed up. Again they know that email would be scrutinized but they can’t pull this off without major support from the stores. My guess they will offer it through their own retail first this time (remember the fiasco of ATT’s approval process with the first Iphone) this is if he announces and releases immediately which is  a long shot

5. Do you realize that if you go back just two years in Apple history and overlapped the announcements with 2008 and 2010 the timeframes are almost identical.

6. There have been ONLY two announcements in July (not June) in recent Apple history this is the 2nd.  What was the first? July 11 2008 –the App store you know that little thing that has over 1 Billion transactions in just 2 years was the first.

7.Why is this so Fast? PART 2 because verizon Management is under a gag order from Steve Jobs and they are not about to make the same mistake twice so they can’t tell their employees until Steve’s announcement. Remember the less people that know the better

8. How did Steve get these agreement(s) in place without anybody figuring it out? He used the Ipad and meetings with media companies mixed with telecom too. Remember how it was rumored that they were meeting with Verizon  and Sprint for the Ipad but then they announced ATT to everybody’s dismay and anger? That was the plan all along.

9 Why the heck did they chose Friday and not the normal Tuesday? Instant Gratification, speed and sales.  What if they did a announcement with an available immediately people would be standing in line immediately. I will. Weekend are the best time to release the product people shop most. Again they have to do this fast before somebody like me pieces the whole thing together

10 How they will use Friday to get Tuesday? Again go back 2 years July 2008 and Steve used the Earnings release as a way to highlight the brand new  revolutionary app store 10 million apps downloaded in 4 days and 1 million 3g Iphones sold  first weekend Believe you me when I say if Apple can do something to announce a brand new product or category for tuesdays call he will even though its not in the previous quarter but in the current one

11. Breaking the exclusivity –How did both sides break up and nobody heard about it ? Steve traded the Ipad exclusivity for time. The Ipad was never a part of the original agreement  and Steve gave it to ATT not because of the rates but 3 reasons–1 He gave them  IPAD first  them in exchange to amend the original agreement without penalty by say I’ll give you this for income if we agree to shorten the term    2 Always test a new product on what you know if has issues there are less variables 3 It works in Apple’s favor to have one way to get a new release and not 4 networks that way he builds desire among those who won’t or can’t get it. He probably tier the IPAD 3 g and WIFI for two dates not for manufacturing as much as being able to separate profitability for each company easier. Why was it in the middle of two huge releases? Does you “exclusive partner” change their DATA rates drastically for the Ipad and iphone and in the same week raise their early termination fee. It’s little like they took those intial Ipad customers and screwed everybody after them  over. You can ague the Iphone 4 release was the reason why but losing exclusivity has a much bigger impact on your bottom line (ask Sprint and Samsung)

12 Why would ATT give up the exclusivity before the term is up? They can’t handle the bandwidth, Steve already insured existing customers don’t run for the exits by getting probrably over 2 million of them back to ATT for the next two years by announce Iphone 4 on the existing network before opening it up to other vendors(Apple needs this as well cause it reduces Churn)

13 Steve loves being able to shock people into what they LEAST expect or don’t expect at all. That radically grow the companies market share Examples moving to Intel chips, the iphone announcement, the app store and developer models, I ad and finally the Non ATT Iphone. Rememer when everybody expected the original iphone to be 3 different devices NOBODY thought it would be one and Now everybodys expecting a minor hardware fix and they are going to get a MAJOR dose of Freedom.

PS Don’t worry he will fix the antenna issue but will be small time compared to what he has in store





Have you taken this sales tool for granted lately?

1 01 2010

Your website–you know that thing that sells for you when your sleeping or off doing other things. Most people feel that they can just put it out there and thats it. NO!!! You have to check on it everyday . Look at it from an outside perspective– like your a customer not the owner– Do all the links work and are still relevant? If you have a store front change the format pictures, layout a little or even figure out way to make the ordering process even easier for your customers (think Apple App easy). Just remember your website only  works as hard as you do to keep it quick, fast, relevant to keep it going your business. Remember –It’s not a static object even though it may feel that way when you are doing the backend work to it.





Turning over the new leaf for the new year–

31 12 2009

I’ve been noticing lately that many small business are really leaving money on the table. How much do you spend in advertising to get a customer to make a first purchase with you? So after you make that sale and what is the time frame that you reach back out to them to make sure they are happy with your product or service? 3, 5 or 7 days or do you at all ? So many business owners say they never reach out to the customer because they are afraid of uncovering a problem that a customer has but hasn’t told you about yet. Let me be the first to tell you that YOU WANT to uncover a challenge if the customer is having one. WHAT?!?! have I lost my mind. Nope. Here’s why you want to find the challenge– take a wild guess at the customer that is also MOST willing to refer you to their family and friends to the point of becoming a raving fan of your business (it’s not the one that you gave a great price to )? Yes it is the customer that had problem with your product or service and you called them PROACTIVELY because you care about their satisfaction and happiness. They are by far and away they MOST like to make multiple purchase and tell others how great you are because you stuck you head out and were looking to do what ever it took to make them happy. So start being proactive during the new year and start calling all your customers and asking them if they are happy but make the call under the premise that you forget to tell them when they were in the store or with you last that if they are happy with you that if they refer you that you’ll give them a gift certificate to _______. or the next time they make a purchase you going to give them 30% that purchase. Your going to find that nobody has a problem and that they are so glad you called to make sure they are happy just because nobody else called them to do the same thing you are. Think about it when was the last time you got a call or even a hand written thank you card? I promise that your sales will grow because people want to do businesses that care about them.





the Next big thing in business — Advertising revolution

27 04 2009

Marketing and advertising is going thru the biggest changes right now you just don’t see it yet.  Within every failure there is a greater opportunity that rises from the ashes. Right now there many failures that are happening as our world transitions from a physical world into a purely virtual one. we have literally destroyed the value of many of the products that we used to own are now a completely invisible medium. your going from a world where you used to touch and feel things in order to understand their value to a world that is going to completely become dependent on how companies communicate to us why and how things will be valuable. Think about that because it is by far the most mind blowing thing I have  ever written in this blog. You used to judge the value of things by their physical medium and look at this list of the things where  you used to literally “judge a book by its cover” but can’t anymore, CD’s books, newspapers, balancing your checkbook, faxes, hand written letters, waiting AT HOME for a phone call or walking through a shopping mall. Now how are you going to judge the value of things because you are not personally invested? The less involved and invested you are the more dependent you become on the world around you to show you what the value of things are. You want proof –the housing crisis. This is crazy but the whole entire thing was predicated upon changing your belief of what your house was actually worth. Up until that point the value of your home was based on what you could afford with your paycheck but at some point we stopped believing in living in our housing and value of  a lifetime of memories it become a tool of which we could just make incredible money fast. All of the sudden we went around and started looking at looking at how much money we could be making and here is the key we somehow bought into the belief that housing prices were going to continue to accelerate like an Ebay auction. The whole time our income never double but our cost of our houses did and we believed that somehow we were going to be able to afford it. We trusted  what everybody around us was doing and saying we stopped trusting ourselves and what we could afford. So we learned our lesson hopefully but it still brought to the surface a much bigger truth that our lives are going to become more and more or new ways of perceiving value. True value is built on trust and since we learned a huge lesson in who we can’t trust the opportunity  NOW is in learning who we can. The new business model will be based on TRUST since being able to touch is no longer the medium we can judge products on. FOCUS on building TRUST in your communication. Thats why Apple has Microsoft scared. APPLE is based on one thing TRUST of the customer by delivering products that do one thing they ALWAYS work better then you expect.





The real simple reason why Circuit City deserves to be bankrupt

6 04 2009

I just goes to show you that no matter how big you are as long as you give terrible customer service you will go broke even if you beat (supposedly) you competitors prices. I have never heard anybody tell me a positive experience they had at Circuit City but i’ve seen all there associates ignore customers. I think of all the places i’ve  ever shopped I have never understood why it was alway so hard for their associates to do on simple thing that every other business did. Greet me and ask me if I need assistance BEFORE I have the need for you. From what I’ve seen they mastered the art of IGNORING their customers and look at them now just goes to show you that PRICE isn’t everything but great customer service is cause BEST Buy is still around now aren’t they.