Communications-- Small Business Resources - EM4B

Small Business Resource Center

How to Turn Around a Customer Complaint

Regardless of a business' reputation and intentions, customer complaints are inevitable. While these situations are uncomfortable, you want to please the customer and ultimately keep them coming back. So how can you turn around a customer complaint?

“He No Longer Works Here”: Who Needs to Know

After an employee leaves an organization, whether by choice or they were terminated, of course you know to write a formal letter to the employee and notify the rest of the team. However, what about clients, customers, and vendors? What happens when someone calls and asks to speak to that employee? Is it enough to say “he (or she) no longer works here” and leave it at that? Who needs to know about a former employee’s departure from your business? The answer depends on the role that employee played in your day-to-day business.

Don’t Be the Subject of a Horror Story

Do me a favor—Google “customer service horror stories”. The sources that come up are endless and when you actually begin to read some of them, many are astounding. As a small business owner, you will get into difficult situations involving circumstances beyond your control. However, there are things you can do (and not do) to avoid becoming the subject of a “horror story”.

How to Get Shy Employees to Open Up

A successful manager knows that open communication is essential for smooth business operations. What about that employee or few employees that never talk, never verbally contribute, and seem shy or skittish around other team members? You wish they would open up, and in order to reach their full potential, they will probably have to. So what can you do to get them to talk more and feel more comfortable interacting with you and their peers?

Building Your Network from Your Existing Network

As with many things in the business world, building a network is the most difficult in the beginning. If your small business is new, you really have to work at meeting new people. It can also take up a lot of time and of all those you meet with, you will only make a real connection with a small portion of those people. So how can you make all this time worth your efforts?

Using Promotional Language

Surely, the term “promotional language” has been used before to describe written and verbal key words and phrases that will help your business succeed. They can be on your website, in advertising materials, and in conversations you have. It’s not all about selling; it’s also about making sure people know you are good at what you do.

Write It Down, Write It Down!

Writing with pen and paper has not lost its place and sometimes it’s necessary to be portable and archival (computers crash and files are lost all the time). Surprisingly enough though, I’ve found that not everyone thinks this is important. There are people with busy lives doing important things who think they can remember everything or organize it all in their head, and when they get frazzled, they wonder why. So what things should you write down and why?

Key Ways To Handle Customer Complaints at your Small Business

In today’s business world it is more important than ever to put a strong emphasis on customer relations with your small business.  Consumers want to get the most out of every dollar spend, and to ensure that you maintain them as customers - you have to keep them happy.

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