Let's Talk Business

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Tips and Articles for Small & Medium Business

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  • Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.marketingmeansbusiness.net.au 1

    NAB NATIONAL SMALL BUSINESS SUMMIT

    24 25 JULY IN BRISBANE

    All interested parties are invited to

    become involved in the 2013 NAB

    National Small Business Summit in

    Brisbane on Wednesday, 24 and

    Thursday 25 July 2013.

    This will be the 11th NAB Small

    Business Summit and will be

    attended by luminaries such as the

    Federal Minister for Small Business,

    The Hon Gary Gray MP, and the

    Shadow Federal Minister for Small

    Business, The Hon Bruce Billson

    MP.

    Also speaking will be the 2012

    COSBOA Small Business

    Champion Ondina Gregoric, who

    will outline the secret of her success

    and the importance of giving back to

    the sector.

    Small business owners employ over

    4.5 million people and are a major

    part of the economy, as well as

    contributing members of our local

    communities. Small business people

    provide our society with the

    capability to innovate and to deal

    with adversity much more quickly

    than big business.

    The Council of Small Business of

    Australia, COSBOA, welcomed this

    important focus on small business,

    Lets Talk Business MARKETING MEANS BUSINESS - Solutions for Small Business

    Issue 04 May 2013

    which highlighted the evident fact

    that small business is too big to

    ignore.

    Talking about the campaign

    #2big2ignore Peter Strong, Executive

    Director for COSBOA commented,

    The reality is that small business has

    been ignored for two decades and the

    more campaigns that focus on us, as

    people, the better it is for our

    economy and communities.

    We fully support this and any

    campaign to emphasise people in

    small businesses.

    This is recognition indeed of the

    need for leaders of industry bodies,

    senior politicians and bureaucrats to

    attend the NAB National Small

    Business Summit.

    In the lead up to the election, this is

    one of the final opportunities for all

    parties to highlight their policies for

    small businesses, make changes and

    influence the votes of 2.5 million

    small business owners in Australia,

    stated Mr Strong.

    A key focus of the Summit is to look

    at how small business and big

    business are different, yet how they

    The Facts Are Evident: Small Business is too big to ignore

    Talking about the campaign #2big2ignore Peter Strong, Executive Director for COSBOA commented:

    The reality is that small business has been ignored for two decades and the more campaigns that focus on us, as people, the better it is for our economy and communities. We fully support this and any campaign to emphasise people in small businesses.

    can work together in unison, learning

    from the unique challenges faced by

    each to better move forward in the

    changing climate.

    We would like to take this

    opportunity to invite key supporters

    of small business to attend the NAB

    National Small Business Summit

    which will address a number of key

    areas including policy, partnerships

    and people, extended Mr Strong.

    The NAB National Small Business

    Summit will be held on 24-25 July

    2013 at the Brisbane Convention &

    Exhibition Centre with registrations

    open from mid-April.

    For more information about the

    Summit visit:

    www.nationalsmallbusinesssummit.co

    m.au

  • Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.marketingmeansbusiness.net.au 2

    Your Customer can be Your Lifeline or Your Executioner

    Dennis Chiron MarketingMeans Business

    0451 184 599 dennis@marketingmeansbusiness.net.au

    Skype: dennis.chiron2

    PROFILE OF AN

    UNHAPPY CUSTOMER

    There are some facts on unhappy

    customers that both you and your

    staff should be aware of.

    Think about yourself and your

    business. If you fit some of these

    profiles it should also confirm to

    you that others feel the same.

    Did you know that:

    That the average business

    never hears from 96% of its

    unhappy customers.

    That for every complaint

    received, a business will have

    26 others that are unreported,

    six of which are serious.

    That those non-complaint

    customers do complain to

    nine or ten other people.

    That customers whose

    complaints are effectively

    resolved will tell an average

    of five other people.

    Everyone knows the benefits of a

    satisfied customer, but few

    business owners stop to consider

    the potential value of the not-so-

    happy.

    In an article in My Business

    Tom Dickerson explains how you

    can use unhappy customers to

    better your business http://

    Keep Your

    Custom-

    Sixty eight percent of

    customers who leave do so

    because they feel

    unappreciated, unimportant,

    and taken for granted.

    www.mybusiness.com.au/experts/how-

    unhappy-customers-can-improve-your-

    business

    Unfortunately, unhappy customers are

    an inevitable consequence of doing

    business and you will run into them no

    matter how committed you are to

    seeing them all happy.

    There will be times when that customer

    is justified in being upset while there

    will be others where the situation was

    entirely out of your control. Strategies

    do exist where you can diffuse a

    situation and help a customer feel better

    and perhaps even turn them into a

    repeat buyer.

    In the beginning, every business owner

    is certain that they must retain every

    single customer they can but this is not

    an excuse to allow the business to

    become the proverbial doormat for

    customers to kick around when they

    feel like it.

    Sooner or later you're going to have to

    deal with an upset customer. A product

    breaks, their goods dont arrive when

    promised, an employee has a bad day,

    these things happen! The question is,

    how are you going to deal with your

    unhappy customer, especially

    considering that these days it's very

    easy to vent ones spleen using social

    media.

    Almost with one foul swoop, a

    frustrated customer, through Facebook

    or Twitter, can literally destroy your

    business.

    Everyone claims they give excellent

    customer service. While that might

    be true for some, it is far from true

    for others.

    If every company gives excellent

    service, there would be no need for

    customer complaints lines,

    consumer watch dogs, or even

    companies liquidating.

    Customers care about how theyre

    treated. With the recent rise of social

    media, consumers are able to voice

    their dissent or support

    immediately to the masses.

    Businesses have to manage

    relationships with their customers

    more carefully than ever, whether

    online or offline.

    People will buy from you for many

    reasons, but the experience they

    have determines whether they come

    back or not. So from the beginning

    you need to focus on helping the

    customer, because thats what builds

    repeat business.

  • Marketing Means Business 0451 184 599 Email: dennis@marketingmeansbusiness.net.au Web: www.marketingmeansbusiness.net.au 3

    COMPLAINTS ARE A GREAT

    WAY FOR YOU TO IMPROVE

    YOUR BUSINESS Dennis Chiron

    MarketingMeans Business 0451 184 599

    dennis@marketingmeansbusiness.net.au Skype: dennis.chiron2

    It is estimated that only 1.5% of all

    customers will try to take advantage of

    a company through exaggerated claims.

    So, chances are, your customers

    complaint is legitimate and realistic.

    A customers complaint is usually a

    clear message on how you can improve

    your services or products. If you are

    able to identify and meet customer

    wants and needs, you will undoubtedly

    improve your business performance

    and increase your customer base.

    A satisfied customer usually means

    repeat business. In most cases, the

    information that you can obtain through

    a customers complaint is impossible to

    get through any other means. You are

    being presented with a real opportunity

    to prove your commitment to your

    customer by addressing these

    concerns, even when the complaint

    may seem minor or trivial.

    Complaints that customers bring

    directly to you are the most efficient

    and least costly way of obtaining

    information and under-standing

    customer expectations.

    When a customer has a genuine

    complaint, thank them for raising the

    matter with you. Treat them with

    genuine empathy, courtesy, patience,

    honesty and fairness.

    Try to respond to the complaint

    quickly. Tell the customer how you

    will handle it and when to expect a

    response.

    Speak to the customer in person. Do

    not rely on written complaints or

    records of conversations.

    When choosing your approach for

    communicating with a customer,

    think about how you would