You have the best products and services. And you’ve got the best prices in town. But without sufficient customer service skills, you have nothing.
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What good is the best stuff at the best prices if you have no one who can sell them? We just told you: no good.
But if this sounds like your business, don’t despair because things are about to change. Below, we’ve listed all the best ideas for improving customer service. Check out these top ten strategies for leveling up your team’s customer service skills.
1. People are People
Your employees are people. Your customers are people. But when a team starts getting overzealous about the sale, humanity sometimes takes a back seat.
Your team must remember to act, and treat others, like human beings. The idea is to help people with your products while they help you with compensation.
On the other hand, if you treat selling like winning, you’re in danger of caring more about the sale than the customer. Then, you’re no longer trying to help them. You’re only trying to trick them out of their money.
Also, we’re not savages anymore, so let’s kill “tribal” thinking. Eradicate all traces of “us vs them” mentality your team has in regard to customers.
“Us vs them” is a really stupid way to sell. It actually implies you’re competing against your customers instead of trying to help them.
Remember to make “helping people” the focus of your selling.
2. Be Nicer Than You Need To Be
Now, take that same idea one step further. Don’t just be nice enough to close the sale. Go the extra mile for your customer.
Treating every customer with genuine care is way more important than closing the sale, anyway. Even if you don’t make this single, one-time sale, you build a memorable relationship with the customer. They’ll remember your kindness and come back multiple times when they have need of your services in the future.
3. Clarify Their Mission
You likely hired your sales team because they’re good at sales in general. But general selling is generic selling. And that just won’t do.
If you really want to see results, your team must be good at selling your products. Make sure your sellers have a good understanding of your business, products, and services, and how these help the customer.
They should know and identify with your company’s mission statement. They should know, and care, why the sale helps the customer, and the company, and the employee. Get all your sellers on the same page.
4. Make Them Want It
We’re not talking about the customer, here. We’re talking about your sales staff again.
A clear understanding of their mission may not be enough to make your sellers care. Nor will one motivational strategy work for everyone.
You must find out what motivates each of your staff and make it personal. Start with the staff members who are most important to the sale and do some one-on-one coaching.
Some do well by knowing that their selling is helping people. Others do better with incentives like commission or staff contests. Find out what works for your team members and stay consistent with it.
5. Always Cross-Sell
More transactions make more money, but they also cost more time. Why not focus instead on selling more per transaction?
Then you make more money with no time wasted. That’s like free money!
Make sure your sales staff is prepared to ALWAYS up-sell or cross-sell.
One of the best ways to increase conversions with cross selling, is to take advantage of online video.
6. Play Team-Building Games
Team-building/training games help in so many ways. Obviously, they hone the selling skills of your team. But that’s not all.
They also give you an up-close look at their skills in action. And that gives you an exclusive opportunity to coach them at the moment without interrupting an actual sale.
Also, it builds your relationship with your team members. (That’s why it’s called “team-building!”)
Such exercises boost communication, adaptability, and other skills as well as morale. And, they’re fun!
7. Get Customer Feedback
Not sure where your sales tactics are failing? Ask!
Customer feedback is so invaluable and extremely easy to obtain. It’s shocking how often companies fail to take advantage of it.
71% of your customers will leave you feedback IF ONLY you remember to ask. Or, you can forget to ask and let all that easy feedback slip through your fingers. It’s your choice.
But we suggest you include customer feedback survey invitations on your receipts. And train all point-of-sale employees to ask every customer to fill it out. You can also incentivize your survey with special coupon deals or a monetary prize.
8. Turn Their Frowns Upside Down
Most companies aren’t too thrilled when they receive customer complaints. But they should be.
Nothing has the power to tarnish your image like bad reviews. And that’s why few marketing tactics have the power to boost your image like reversing a bad customer experience.
Be always on the lookout for bad customer reviews. If you address the review immediately, you might turn their bad experience into a good one. Then, anyone who sees it will be impressed instead of repelled.
This is especially true for complaints on your social media. Customers who complain on social media are expecting to be answered in a timely manner.
9. Incentivize Customer Referrals
You want more customers. Your customers want a good deal. When you offer an amazing coupon or another freebie for customer referrals, everyone wins!
50% off their order is a small price to pay when it doubles your customer base.
10. Enhance Your Team With Technology
We put this one last for good reason. Most of the points above can be enhanced or completely automated with apps or other technology.
Most notable, and helpful, are business apps powered by artificial intelligence. One of the most popular is customer service chatbots.
These give your online customers the 24/7 support they need for a fraction of the cost you’d pay for live support. And with today’s advanced AI, the quality of virtual support is nearly as good as live.
There are even apps that use AI to track successful sales strategies and use them to train your team. The best one on the market right now is called Gong.
Improving Customer Service Happens Now!
What are you waiting for? You’ve heard how important all these customer service tactics are. Get out there and use these tips to start improving customer service now.
Next, read more about becoming customer-service-oriented. Check out Focus on Service, Not Self-Service.
What Is the Harshest Blogging Wake Up Call?
My harshest blogging wake up call occurred nearly a decade ago.
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I would write and publish one post weekly. I spent 1 hour writing and publishing the post.
I spent the rest of the week:
- watching TV
- watching YouTube
- working out
- hanging out with friends
After a good year of following this routine I saw a few visitors to my blog daily. I recall 3 daily visitors for many months, stumbled upon my blog.
I experienced a big time blogging wake up call; you cannot build a successful blog by listening to music and watching TV all day long, minus the 1-2 hours you spend blogging, weekly.
The harshest wake up call: blogging gives you what you give blogging.
Blogging Gives You What You Give Blogging
I know of a few bloggers who complain about having terrible business prospects. When will they get more clients? When will they get more traffic? When will they make more money? I mean, they have been blogging for 5 to 10 years already. Things should be growing SO much more quickly right now, they say.
These individuals will get more clients when they stop watching Netflix all day. Do you want to be a professional Netflix watcher or a professional blogger? Pro Netflix watchers spend hours daily watching Netflix. Not sure how well that job pays. Professional bloggers spend 6-8-10 hours daily:
- creating helpful content through your blog, through guest posts and through videos
- building your friend network by generously promoting other bloggers and by genuinely commenting on their blogs
- freely promoting your premium products and services through each piece of content you create
- generously following the prior 3 steps for months
The person who follows each bullet point for months, then years, sees more and more clients. Traffic increases over time. Blogging profits increase over time. Blogging gives them what they give blogging.
Janice Wald is always after it. She’s a hustler. Follow her for inspiration.
Ditto for Saurabh Tiwari. He is one of the most dedicated bloggers I know. Follow him for inspiration.
Do Not Fight Good Advice
I have personally coached bloggers who fight my smart advice. These people say networking is not for them. These folks resist creating content because they do not want to force it. This crowd ignores good advice, then goes back to watching Netflix or sports for the next 3 hours.
If you fight good blogging advice, you will struggle and fail. It has to be that way; you are doing the opposite of what it takes to succeed. Put your ego to the side. Follow smart advice. Succeed.
Listen to the guy with this home office in Thailand. He knows what he’s talking about.
Your mind wants you to fail because it fears the fears you need to face to become a successful blogger. I feared facing deep fears years ago, so spent most of my time and energy doing everything BUT blogging. You may nod, then, go back to watching Netflix or YouTube for the next 2 hours. 2 weeks down the road, after you spent only 2 hours of your time and energy blogging daily, you feel frustrated and want to quit because you have signed up no new clients, money seems to be running out and no business looks promising, on the horizon.
It is 100% YOUR CHOICE to spend 6 hours watching Netflix today and 2 hours blogging. You are doing this. You are making this choice.
It is 100% YOUR CHOICE to make a massive shift; spend 8 hours creating content and building connections, today.
Blogging just mirrors back to you your choices and energy, you make every waking hour of every day.
Right now, you have the next 8-10 hours to generously help people through creating and networking, or you choose to focus on yourself, watching TV, streaming Netflix, hanging out with friends.
Spend those 8-10 hours daily blogging for 3-6 months, and eventually, you will see more clients.
100% your choice, your decision, your energy, your commitment to blogging success.
5 Blog Monetization Tips to Grow Your Passive Income
As a blogger these days, sharing information is no longer enough.
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Monetizing your knowledge is key to a profitable blogging lifestyle.
Of course, the goal is to always increase your earnings.
Whether it’s tweaking your current strategies or learning new ones, there’s always room for bloggers like you to grow your revenue.
In this post, you will let learn how to monetize a blog even more using the tried-and-true tactics below.
The blog monetization tips you must take to heart
The tips below should help you maximize the earnings from your blog.
None of the advice should yield an “a-ha” moment from you if you’re a seasoned blogger.
However, you must at least draw inspiration from these practical blog monetization tips. Sometimes, it’s the simple things that make a big difference.
1. Fortify your SEO strategy
Whether you’re new to affiliate marketing or not, you should know better than to do SEO on your blog.
It’s the best way to generate tons of traffic that lead to conversions and sales.
However, here’s a frequent mistake that most affiliate marketers do:
They only optimize their blog’s on-page SEO.
As crucial as on-page SEO is, it’s just half the battle.
And as a result, their half-baked SEO campaign leaves their blog rankings a tad below the first page of organic search results.
If you’re like these affiliate marketers and want to increase your rankings, then you must:
- Build backlinks from high-quality sites
- Research your competitors and observe their every move; take action to their plans using the data you’ve gathered
- Monitor your backlinks and see whether you gained or lost them; find a way to get back the lost backlinks
These tasks sound like a pain in the neck. And I’m not going to lie – they are!
That’s why you need to use a tool that can help you manage all these SEO tasks for your blog.
In the crowded SEO market, I suggest that you use Serpstat.
It’s a fairly new tool that’s powerful enough to help you organize your on- and off-page SEO responsibilities.
I wrote my unprejudiced review of the tool and I still feel it’s one of the most budget-friendly SEO tools out there.
2. Track your conversion rates using a heat-mapping tool
If you want to grow your blog’s revenue, you must scale it.
You need to know how much you’re earning and why you’re earning as much as you are now.
And you can’t do that without a heat-mapping tool.
It helps identify which parts of the page people click on the most.
Clearly, you want visitors to click on the right buttons on the page.
So if they’re clicking on all your links except your “Buy Now” button for your online course or your Google Adsense blocks, then something’s wrong!
With a tool like Crazy Egg, you’ll find out why.
You didn’t place the button or link on the section of the page where visitors can clearly see it.
Or the appearance of the button is preventing it from generating clicks.
With Crazy Egg, you never have to guess.
It lets you benchmark your content’s conversion rate and put different factors to the test!
You can change the appearance of your button, move it from one place to another – anything to hike up your page’s click-through rate!
If done correctly, you can enjoy greater conversion rates and greater revenue down the line.
3. Improve your content’s conversion abilities
Sometimes, your content – for a lack of a better word – stinks.
Even if you are a native English speaker, your choice of words can spell doom for your blog’s performance.
Here’s the thing:
You need to know who your audience is.
That makes you need to be aware of the words you’re typing in your content.
If you’re catering to women, you can’t use masculine words in the post. They will turn off your audience and leave your blog. And vice versa.
Unless you have the powers to get inside your reader’s minds, you can settle for Webtexttool instead.
It works similar to Yoast SEO for WordPress. The difference is that Webtexttool analyzes your content’s ability to convert.
It takes different factors into consideration such as:
- Ease of readability
- Text credibility
- Target audience
- Text layout
The tool provides an aggregate score of these factors. The higher the score, the more effective your content is.
It also shows areas of improvement for your content so you can work on them.
4. Share your site’s key metrics
If you’re offering banner space to advertising opportunities for brands, then you need to know this:
Advertisers want visibility.
They’ll be paying you to feature their banner on your blog.
But they won’t part ways with their money that easy.
You need to give them a reason why they should.
The quality of your site should speak volumes regarding this.
If you have a site that generates a least a thousand visitors every day, then you must be fielding offers on a regular.
If not, then maybe your site isn’t on that level yet. After all, advertisers won’t invest on a site that can’t even draw below a hundred visitors every day.
Maybe they just don’t know much about your blog yet.
So show vital metrics of your site’s performance!
Here are things you can feature:
- Traffic from Google Analytics
- SEO metrics such as Moz DA, Ahrefs DR, Majestic Flow Metrics, Alexa ranking, etc.
- Social media followers and email subscribers (goes to show your reach outside your blog)
Showing off these metrics give advertisers a better idea of what your blog is about.
The higher the metrics, the more opportunities will come pouring your way!
5. Publish a blogging income report religiously
I bet you are familiar with Pat Flynn’s now-defunct income report every month:
Pat’s last published income report was in December 2017.
He’s one of the first guys who did it in this space.
The income reports are very useful for marketers who are interested in building a passive income.
The goal is not to make people feel small. Nor is the purpose to brag your earnings.
Here’s the real objective of income reports:
Evangelizing your audience.
Documenting your journey towards profitability helps you connect with like-minded people who share the same path as you.
At the same time, you are transparent to your readers with your business practices.
You open the dialogue between you and your readers above what worked and what didn’t. You then are able to build a brand by sharing things that helped you grow your income and that people can replicate.
So, the question remains:
“How exactly can I earn from income reports?”
Simple – here are a few ways:
- Use the income reports to drum up interest to your online course about (drum roll please)…how to grow your blogging income
- Same as above but, instead of an online course, you’re selling an ebook about passive income
- Get feedback from readers and exchange ideas on how to improve your process and make more money
These are just three quick ideas off the top of my head. You probably have more ideas in you right now. Use them!
How to Deal with Travel Blogger Trolls
Have you picked up my eBook for dealing with blogging criticism?
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This could be a helpful read if you don’t know how to effectively deal with blogging trolls.
I read a post from rocking blogger Jo Karnaghan on a travel blogging group run by Meg Jerrard. Jo encountered her first dyed in the wool, major league, travel blogging troll. For the uninitiated, trolls are critics. But we are initiated, aren’t we, Bruce? (I work Batman lines into posts.)
I recall writing a Huffington Post piece advising folks visit Turkey after the coup attempt. I spent a month there 1 week after the attempt. A few folks sent angry messages telling me I was not responsible, assailing me for making such a suggestion, in nasty fashion.
Dealing with trolls feels uncomfortable. Wouldn’t it be so much easier to crawl into your blogging cave, to avoid these folks? Nope. All exponential growth ends if you pull back after meeting a travel blogging troll or 2.
Follow these tips to effectively deal with blogging critics.
1: You Are a Mirror
Travel bloggers; you are not the object of criticism. You are a mirror, reflecting back to the critic something about themselves. All criticism is a projection, since we are all connected. All trolls speak of themselves. Trolls say nothing about you. Knowing this, you can breathe a bit more easily, because it is not about you.
2: Cultivate Compassion
I am typing these words in a sleepy village in Northern Thailand. Pretty cool experience.
I imagine how angry and in pain I’d have to be, to send an email to Jo, like the email she shared. I imagine how fear-filled and in pain I’d need to be, to message me as trolls-critics have messaged me in the past. These people are not sick; they are afraid and in pain, calling out for attention in bizarre fashion, one way fear-filled, pained people call out for attention.
Have some compassion for critics. Critics suffer. Otherwise, they would not be critics.
3: Turn Complaints into Creations
Commonly, we travel bloggers do a bit of complaining in response to critics, or troll-slaying. But turning the complaint into a helpful:
- blog post
- eBook; like mine above (or below)
is a smart way to help people and to prosper.
Complaining about critics or fighting trolls or trying to prove right-wrong, all waste your energy. Ultimately, you learn from criticism or you regress by fighting critics, or, by fighting your feelings.
4: Be with Feelings
I recall facing my first few angry critics. Embarrassment, rage, anger, fraud-feelings, annoyance and all types of fear-based energies coursed through my being, indicating a part of me agreed with them. I saw truth in their criticism. I sat with the fear, felt it, cleared it, and freed myself of fear-fight-fright. Clearing fear-fight-fright allowed me to see future trolls as pained, afraid people I could release instantly. No wasted energy on these folks.
Do not fight troll-induced fear-pain. You need to clear it to handle criticism with grace, ease and detachment.
5: Do Not Gang Troll Bash
Again; newbie bloggers or newbie troll facers often share updates of their encounter, leading to mass troll bashing. Not good. Not effective use of energy. No human benefits from a large group of hurt, pained, afraid bloggers saying, “Hey that guy’s a freaking jerk!”, because the troll is not a jerk, but afraid. Have you been afraid? I have. No sense kicking a dog when it is down. No sense showing your fear-pain by piling on, because only unclear, unfocused folks spend time or energy judging an obviously hurting, afraid individual.
Trolls actually like what you do. If they did not like what you did, these critics would ignore you.
Betcha you didn’t think of criticism that way, eh?
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