Archive Monthly Archives: September 2017

Business story that sells? Service with a SMILE

I know, I know! I just broke the rules and used all caps in my headline. Sorry about the drama.

 

Naw. Not really sorry. I was treated so very well by a major corporation this week that I have to toot their horn for them.

You know those pesky online surveys? The ones Amazon sellers send you after EVERY. SINGLE. PURCHASE?

I rarely ever fill them out any more. Do you? Just don’t have time for that. However, I broke my “no survey” rule this reason for a good cause. Wanna know why?

Well, my credit card account got hacked.

Some loser started by stealing $40 bucks. Not a big amount, but what else they planned to steal I can only imagine!

I was dreading the tug of war to prove this wasn’t my purchase when I picked up the phone to call my credit card company. Why the dread? My typical life experience with large companies just stinks.

After all, I had recently called the electric company to question charges. They talked down to me — treated me like I was stupid. I ended up having to ask for the manager after the customer service rep downright insulted me.

I am SO done with our electric company! I hate to pay them another dime.  I do pay in full. Writing that check every month? Grrrr….

 

Using major service providers and having few options to switch providers feels like wearing a ball and chain! I’ve already chatted about our former satellite internet provider.

We ended up paying them an extra $400 just to break our contract after almost 2 years of terribly unreliable, expensive service.

No apologies offered ever. No response to my unhappy client letter. Nothing! They simply didn’t care.

We paid to end our slavery. Yep. Don’t even get me started about our medical insurance!

 

When I called Discover, you could hear the friendly smile and concern in the rep’s voice.

She promptly and politely transfered me to the fraud department.  The fraud rep was equally kind and efficient. Instead of treating me like “the customer is always wrong”,  I got the “let’s bend over backwards to fix this for you” treatment! AMAZING!

It was kind of like dining at Chick-Fil-A. “My pleasure.” (No wonder they often have a line around their building.  I also need to eat at Chick-Fil-A once in a while just to prove that average folks can get treated well, too.)

So when that “please fill out our customer satisfaction survey” hit my inbox? Well, YES! Yes, I did.

  • Thanks for treating me like a valued human being.

  • Thanks for actually solving my problem.

  • Thanks for solving my problem promptly and efficiently AND not charging me a gazillion bucks to do so.

Professional service providers, do you offer award-winning customer service?

Are you prompt and polite?

Do you actually provide excellent solutions?

Well, then! Don’t be shy. Send out that customer satisfaction survey email. Put those survey forms by your front desk! Do something!

Folks like me are SO traumatized by terrible customer service, that it’s a relief to have something good to say. Your clients must feel the same way!

That’s what I loved about working at small businesses in the past. Our customer service shone. We rarely had complaints, but when we did, we did our best to fix things! It’s called the Golden Rule.

I’m happy to see large companies also using the Golden Rule. Now that’s “attraction marketing”!

New slogan? “DISCOVER the card that treats you well.” #Discover.

I also noticed Discover employing a very smart marketing tactic — prompt follow-up with request for feedback.

Never got one from my former satellite internet service. Strange?!

For some strange reason, I’m seeing small, excellent professional service providers reluctant to ask for feedback.

What about failing to repurpose and use feedback effectively in your content marketing?

Need some feedback and insight on your content marketing strategy? I can help with that. Try this article on for size. 7 ways to use case studies to grow your business

I offer a free initial content marketing consultation.  I promise you strategy and business content writing with a smile! Call  me — Julia Daniels (443)362-8789.

 

7 ways to use case studies to grow your business

www.marketingcontentsolutions.com

Who doesn’t want to hear some good news?

Disasters, hate, and violence are what we hear about every single day.

Shining stories of good will and kindness keep us afloat. It’s what makes movies like Schindler’s List so very gripping. Good and evil. These exist in business, too. You want to be the good, right?

Maybe your business is going through trying times? Maybe you’ve hit a wall with growth.

It’s time to scratch, hunt, and dig up some happy client stories. Don’t invent them. Sooner or later you’ll be seen for a fake. I’m sure you’re not.

What about a quick exit survey on your website?

What did you like about us? Did you like our service? Please leave us feedback and an email.  This may generate a client you can actually talk to in the world of online sales.

Other ways include in-office surveys and asking happy clients in person if you can share their story.

Highlighting happy past client stories gives your future potential client some tantalizing news. Like instant oatmeal, Facebook is a quick fix for this kind of story.

Good feels. We all need them. An ancient Proverb compares pleasant words to honeycomb, sweet and healthful. How you spread your news is up to you. Facebook is a quick hit and an instant share. This will mean an abbreviated happy client story, so shrink that case study down to one paragraph with a quote!

Give your clients some time in the limelight — in print.

If you’re a B2B company, then you can share the love.  Even a small business can feature another small business. Life gets more beautiful.

Your generosity in featuring another business will not go unnoticed. Generosity breeds generosity.

For longer-term impact, you will want to use your full-fledged 500 word or more case study as a printable sell-sheet for your sales reps. Your in-house marketing and design team create an attractive format that your sales reps hand to a client.  Or you can ask your freelance content writer who their favorite designers are. They often work hand-in-glove.

Trade shows are another perfect venue for a printed case study.

You know the drill. B2B clients stop by your booth. You want quality brochures or fliers to hand them as they move along to the next vendor. Attractive stories are a quick way to get your company remembered. At end of the day, your case study flier may be the first thing your potential client wants to read.

Post case studies to your website.

Updated information on your website keeps the SEO rolling. Is your web copy boring and bland. Add some zip and zing to your content. A happy client story? Bingo!

Send out your case study to your email newsletter list with a “special” discount.

Old-fashioned emails are not dead. In fact, I just bought a small item recently from a small company that emails me regularly. I may skim most of them — truth– and don’t read every word. Some get trashed. Still, the word SPECIAL caught my eye.

Offer a discount with this teaser — an abbreviated case study or a happy client story. That’s a winning combination!

Post your best case studies on LinkedIn.

B2B customers hang out on LinkedIn. Why not put your best foot forward? You need to publish regularly to get seen on LinkedIn.  No fairy dust here. Just a steady drip of attractive information will do.

Have your designer create a downloadable PDF version of your case study.

If you’re ready for a new lead magnet on your website, a great case study could fit the bill. Maybe you are shifting your target market.  New client case studies based on this specific market might be just the ticket. You can include the link in business emails with clients. Boom! They have something attractive to print off for their boss, or whomever is in charge of the buying decisions.

These are just a few strategies among many for using the handy, dandy case study to its best advantage.

Ready to invest in quality case studies for your business? I’m here to help strategize, interview and write, polish, and write!

As a professional service provider, your clients want to hear from other folks just like them. How did you solve their problems?

Now that’s a story worth telling. Let’s get started today! I’m talking to clients every single day, so please leave a message on my cell 443-362-8789  or email julia@marketingcontentsolutions.com  Your story is important to me!