Are Your Customers “Big Mouths”?

Of Course They Are… Behave Accordingly!

One of the fundamental building blocks of a successful business is repeat business and referrals. In order for our business to not only survive but thrive, we have to ensure that our clients and customers are totally “in love” with what we do for them, so much so that they tell everyone they know!

People are big mouths, and I don’t mean that in a derogatory sense. Think about it: if a regular business we frequent does something over-the-top for us and we’re tickled pink about it, we’re going to brag about it to everyone we know.

Conversely, if a business does something that makes us feel wronged or taken advantage of, well, we’re going to do the same thing, aren’t we? We’re going to tell everyone we know.

These scenarios are potentially going to affect that business either in a beneficial or a detrimental way — because what we say to others is going to be shared. The people we tell are surely at some point going to relay the information (good or bad) to other people whenever that particular business name comes up. Furthermore, it’s not like it will dwindle out in a week or two. Oh, no. Five years from now someone is going to relay the same story… albeit altered by time (and let’s not forget how stories morph as they get “whispered down the lane”).

So whatever business we’re in, we absolutely want to provide exceptional customer service (see previous article) so the stories that are being told by our “big mouth” clients are the good ones!

And since these customers already adore us, why not get their endorsements in writing? Ask them to write a letter, in their own words, about how our business has helped them or why they enjoy working with us. Then utilize this letter (and all others like it) in our promotional efforts — our website, blog, Facebook page, brochures, etc. It’s proven that prospects find this type of information to be more valuable in decision-making than any marketing material we may write our self — so capitalize on it!

On the flip side to this coin, we also have to figure out which are those folks who left… and ask them why. People leave because of bad service or indifference — these things can (and better) be fixed! Yes, it may be uncomfortable to call up Mr. Jones to inquire why he no longer uses us and horrifying having to hear his reasoning. However, whatever the cause given by the customer, it’s an opportunity for us to remedy it! It’s a spectacular chance to make improvements we didn’t even know we had to make, to raise the bar, and to help our business stand out from the crowd. So we need to embrace this constructive criticism and then thank our customer and tell him the steps we’re going to take to fix the problem. Even if we have to call him back in a week to share the solutions we came up with, won’t Mr. Jones be thrilled? And then won’t he “big mouth” about it to his buddies? You bet ‘cha!

We need to go forward with our business endeavors believing that every single thing we do has the potential to reach a multitude of people and be talked about for years to come — behave accordingly.

WANT TO USE THIS ARTICLE? Please do! Just let me know and include this blurb with it: © 2/24/2011 by Professional Virtual Assistant and Animal-Lover Support Specialist Kimberly J. McCloskey. “Together We Will be Partners in Productivity, Creativity and Personal Growth.” Request your subscription at www.va-partner.com.

Building Blocks of an Exceptional E-Newsletter

One of the most popular ways to stay in the forefront of our clients’ and prospects’ minds is to remind them of our presence with an e-newsletter. I’m sure by now most everyone has heard of these and with good reason… they’re effective!

E-newsletters help us maintain a relationship with folks who have done business – or expressed an interest in doing business – with us. They give us an avenue to build our credibility and brand. And if done properly, they motivate repeat business and – best of all – referrals because they are so easy to share!

So let’s discuss the 8 Building Blocks of an Exceptional E-Newsletter that you can incorporate into one you’re already doing or if you are finally recognizing their value and want to implement one.

1. Newsletters should be sent to all of your customers, clients, leads, and prospects. Don’t be chintzy!
2. They offer an opportunity to promote a new product or service we are offering, or a brilliant transformation we’ve made to an existing one… but in a low-key way (more on that later). If we’re in the position to offer sales or promotions, this is also the place to do so.
3. It’s very important to provide valuable information that your customers want and expect from you. Prospects of a pet-sitter don’t want articles about pruning roses – they’re anticipating information and tips about their pets. Stay focused on your industry!
4. The aforementioned information needs to be interesting and useful – and possibly a bit humorous – something that readers want to share with others and keep for future reference.
5. The entire newsletter should not come off as a high-pressure sales tactic. The purpose of an ezine is to be subtle… to remain in the minds of your clients without annoying them and chasing them away.
6. A better way to promote your business is to let others do it for you, so you should include customer testimonials or success stories in your newsletter.
7. The tone of the whole piece should be light and conversational. Imagine when you are composing it that you’re talking to one person, your ideal client. Furthermore, take into consideration your ideal client might not know all your technical jargon, so keep it at a level that most people can relate with.
8. A newsletter needs to be published (or emailed) consistently. Set a schedule and stick to it, whether it’s once a week, once or twice a month, or quarterly. Once you establish a schedule, your readers will begin to expect it… if you break that cycle you risk the chance of losing credibility or dependability in their eyes. Think about it, aren’t there certain newsletters you receive like clockwork?

Keeping in touch with customers is a practice that’s been going on for many years… certainly long before you ever became an entrepreneur! The reasons for this are many, and though the mediums used to stay in touch have changed greatly over the years, the benefits have not. We all want to retain past customers, turn prospects into sales, receive referrals and ultimately increase our profits. We would be foolish not to utilize a simple, cost-effective and proven method!

So, are you thinking harder about your own e-newsletter? Need some help? Give me a call!

WANT TO USE THIS ARTICLE? Please do! Just let me know and include this blurb with it: © 1/26/2011 by Professional Virtual Assistant and Animal-Lover Support Specialist Kimberly J. McCloskey. “Together We Will be Partners in Productivity, Creativity and Personal Growth.” Request your subscription at www.va-partner.com.

The Niche Switch: Changing Business Focus

As professionals and entrepreneurs we know that change in our business and in our personal lives is inevitable. When we age and mature, we learn more deeply about ourselves as individuals. Over the years the dynamics of our chosen industries shift by developing with technology or falling by the wayside with the economy. There will always come a time (over and over again) when we recognize the need to either improve upon our focus or change it all together.

Coming to this realization isn’t always easy, and I’ve touched on how to arrive at a conclusion in a previous article how Being in a Rut is Counter Productive. But once you’re ready and able to move beyond the uncertainty and indecision, the options will begin unfolding before you and propel you forward with a smile on your face and a song in your heart!

How do I know? Because it’s a process I am experiencing right this moment, and this article is designed to help you make decisions and give you the ability to change business focus.

Does your chosen profession speak to your heart? Mine as a real estate virtual assistant did not. Although I had been in the industry for over 10 years, and I was very good at it and comfortable with it… it just didn’t fulfill me.

What are your interests and passions? My life-long and newly rediscovered hobbies have always revolved around animals, photography and writing. It had become time for me to intertwine these loves into my work to give my life meaning, a new direction, and enthusiasm I hadn’t felt before.

Allow time for reflection and answers. Once I allowed my interests and hobbies to come to the forefront, my intuition provided me the clarity I was seeking. My purpose in life suddenly became obvious to me – cat rescue! And the knowledge of how I could intertwine that, along with photography and writing, into my business kept falling into place like a lovely puzzle.

Brainstorm with others to think outside of your box. Of course in my excitement of discovering my life’s purpose, I shared it with my trusted circle of friends to get feedback (was I crazy?). The universe is so large that we can’t possibly see every angle ourselves, so tapping into ideas from other perspectives is enlightening and stimulating.

Visualize your ultimate dream. I’ve permitted that lovely puzzle picture to engrain itself upon my brain and occasionally through the day I allow my focus to aim inward and bask in the light of its potential. My virtual assistant business shall shift to accommodate the needs of artists, writers, photographers, speakers, coaches, and other professionals who are all animal-lovers. With the friendships, bonds, insight, knowledge and connections I build, one day I will operate a rescue/sanctuary aimed at giving forever homes to senior and special needs cats.

Set short-terms goals. Just like puzzles, there will be many pieces to put into place before I can reach my ultimate goal. To help keep me on track, I’ve created (two now) 90-Day Goal Sheets to make sure I am taking steps every week to move forward in shifting the focus of my business. Everything from redesigning my website to volunteering at a local shelter are covered.

Create a plan for the future. I took the time to create a One-Page Business Plan that covers the next two years of my business growth. These are the long-term goals I am striving for with the assistance of my 90-Day Goal Sheets. I’ve stated my mission, strategies and plans which are the framework to my lovely puzzle – these keep me from straying from my ultimate goal.

Share your new direction with the world! No one outside my trusted circle of friends will know what is taking place unless I tell them, and that certainly will not be enough to complete my successful niche-switch. So I will be utilizing my existing website, a new website, social media, networking groups, article marketing, chat rooms, and word-of-mouth to tell everyone I know – with excitement oozing out of every pore – my newfound direction with animal-lovers. My enthusiasm will be contagious and word will spread!

I’ve finally come to a place in my life where I know precisely what I want and that I am deserving of it. I hope to be one of those people who are admired for not only living my life exactly how I chose, but for having the courage to make it happen. We all have the ability to do this for ourselves – we just need to listen to our inner voices of intuition and ignore the limitations we previously set upon ourselves. Just take that first step.

WANT TO USE THIS ARTICLE? You may as long as you let me know and include this blurb with it: © 12/27/2010 by Virtual Assistant Kimberly J. McCloskey who writes articles to help everyone improve their personal and professional efficiency. Request your subscription to her newsletter by visiting her site at www.va-partner.com

Needful Things List

And here is my final idea for helping you find appreciation in your life.

Another idea is to create a needful things list. I mean beyond a shopping list of material items you want.  I’m talking about things you don’t necessarily have complete control over, like continued good health, respect from a difficult person, an improved outlook or even job security. By putting these into writing, you’re acknowledging to yourself and the entire universe what you want and need. Then in a couple weeks or months you can review the list and see which ones are “working” and you can add them to your appreciation journal as well!

Enjoy Right Now

This is my third suggestion for helping you find appreciation in your life and is probably the easiest one!

As you grow accustomed to recognizing special moments you will be grateful for later, you will learn to enjoy right now what is happening. You don’t have to reserve your appreciation until later! It’s best to acknowledge it as it occurs, bask in the experience, and be able to relive it again afterward when it makes its way into your appreciation journal. It’s okay to stop what you’re doing to breathe in deeply the fragrance of baking cookies or to listen to an old favorite song from beginning to end.

Gratitude Gift

This is my second suggestion for helping you find appreciation in your life. This one can serve a dual purpose — to see the goodness in your loved ones and to share your gratitude with them.

You could create a gratitude gift for your loved ones by making a list of reasons why you love them and what they do that you appreciate. Begin with today and think about what your spouse does every day that you don’t always acknowledge or a sweet gesture your child made that didn’t get the attention it deserved. Soon you’ll have a sheet full for each person and a better understanding of just how often they express their love and how helpful they can be. Now turn this into a scrapbook page suitable for framing or print the list in a nice font on handsome paper – something that expresses your style – and present it to them as a gift this holiday season. I have a feeling it would be treasured!

Appreciation Journal

Here is my first suggestion to help you find appreciation in your life.

Start an appreciation journal to put in writing things you are grateful for. Instead of watching TV tonight or playing games on Facebook, think about some small but wonderful things that happened today and write down everything that comes to mind. No moment or event is insignificant! As you build your list, more will come to you — not just from today, but also from yesterday, last week and so on.  I bet you’ll fill up a page in no time at all! This is something I do periodically and I especially like to look back over previous entries when I need a ‘boost’.

Find Appreciation

During the craziness of the holidays, I believe it’s important for each of us to remember that there’s more to this season than decorating, shopping and gift giving. We need to remember to take stock of what is really important to us and to acknowledge those things for which we are grateful.

For one reason or another, maybe you find it challenging to do this. Maybe you don’t know what you are grateful for or maybe this past year has been extra challenging and you just can’t get your heart, mind and soul to align.

So during the course of the next few days, I will be sharing with you four suggestions to help you find appreciation in your life.

Finding appreciation can be as easy or as difficult as you make it. Let down your guard and allow yourself to experience the little wonders that occur around you every single day. Focus on them, celebrate in their existence and be thankful for them.

Books on the Sofa

Since the shift in time has taken place and my evenings are completely without sunlight and I have visions of snuggling up on the sofa with a warm blanket and a soft kitty cat — my thoughts drift to reading. I have always enjoyed reading and it seems I enjoy it more so during the winter months when I spend more time indoors.

But I’m also at a place in my life and my career where I suddenly feel motivated to try and read every book that comes my way. That is, every book on self growth, business improvement, marketing, networking, etc. And this is a good thing, except a lot of the books I have are ebooks.

Why is that a problem? Because I can’t comfortably read one of these books while playing out the scenario above (you know, the sofa, the blanket, the kitty cat). I sit at my computer all day long — too long — and the thought of sitting here even longer in the evenings to read is not enticing to me at all! Which, by the way, is why some of these ebooks have been in my possession for longer than I’d like to divulge.

I miss the days when all books were…well, books. Soft cover or hard back, it didn’t matter, because I could hold them in my hands when reading, lay them on my lap (unless there’s a cat occupying it) when I want to ponder the subject matter, or carry them with me to the kitchen table to enjoy over lunch or even to bed before going to sleep. I can’t do any of that with my desktop computer.

Sure, I can print them all out and put them in a binder, but it just isn’t the same. Yeah, I could probably put them all on our old and slow laptop computer, but not only is it quite a lot heavier than a book, it would also interfere with the designated kitty sleeping area — or become a bigger problem if kitty decided to sleep right on the keyboard!

So… I’m sad. The sofa, blanket and kitty are all beckoning me out there, into the living and out of my office, out of my office chair, away from the computer screen… but alas… my books are here.

Am I the only one that feels this way?

Thank you for reading,
Kimberly McCloskey

10 Suggestions for a Productive Vacation

My last two posts explored why If You Don’t Vacation…You Could Die! As well as how Vacations Make You Healthy. However, just going out of town won’t magically make you less inclined to develop heart disease. Oh, no.  You have to work at breaking your normal routine in order to receive the afore-mentioned benefits. A vacation with back-to-back scheduled activities is no different than your normal life! Do the opposite of what you normally do, otherwise it’s counter-productive!

Suggestions for a productive vacation:

• Tell people in advance so they can prepare for your absence.
• Set an email auto responder that you’re away and do not take your computer.
• Change your voicemail to reflect that you’re on vacation.
• Go out of town, preferably somewhere new or a place you adore.
• Sleep late and take naps.
• Include lots of rest and relaxation throughout the day.
• Eat large meals and people-watch.
• Don’t talk to anyone on the phone unless it’s an emergency.
• Reconnect with your loved ones.
• Live in the moment.

When your mind and body have time to calm down and relax, you’re ultimately giving yourself a tremendous gift of pure bliss and harmony. Does it make sense now just how essential vacations can be to improving the quality of your life and allowing you to live longer? It’s a gift that you really can’t afford to bypass.