Hiring Tips for Small Businesses

Running a small business can often be stressful and especially difficult to do all on your own. It’s important to surround yourself with trustworthy and hardworking employees in order to grow your business and take some of the pressure off yourself. Here are some tips for hiring the best employees.

Find the Right Fit – Look for someone who complements your work style. You don’t necessarily want them to agree with everything you do, but you also don’t want them challenging you every step of the way. Find someone who is a nice balance – you trust their opinions but they have their own ideas as well.

Take Your Time - Allow plenty of time to find the right personnel for your company and don’t just settle because you are in a time crunch. If you are desperate for extra help and don’t have time to search through all the applications and websites, consider using a temp agency. This way you don’t have to commit to anyone in particular and they may end up working out for you anyway!

Define the Position - Make sure you know exactly what you need the new hire to do. Clearly articulate their responsibilities and what you expect of them, as well as what you can offer them (benefits, vacation, etc). This is a two-way street, you want them to be happy working for you so they give you their best work. Consider being more flexible either with hours or allowing some time to work from home. This makes your company more desirable.

Search Outside the Box - Treat everyone you meet and speak with as a potential candidate. This doesn’t mean you are constantly interviewing but you never know who you will meet that might be perfect for a position in your company. Keep track of top contenders and their attributes – they may not work for your current needs but down the road something may open up where they are an ideal fit. Also, don’t put all the pressure on yourself or one person in the office to be the sole recruiter. Allow everyone on staff to keep an eye out for potential new hires as they already have a great idea of what it takes to work for your company.

Are you a rising new business less than a year old? Becoming part of the New Business Sponsor Program will help potential employees see that your company is a trustworthy and reputable business.

For more information you can trust, visit us a bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn.

Written by: Adam Koncius, Koncius Digital Marketing

Effective Communication: External

Communication is an essential component to any business and there are many different facets. Last week we discussed the importance of internal communication and its impact on professional relationships. Communication is also imperative to building relationships with customers and potential customers. 

External communication is comprised of not only reaching out to consumers, but also listening to them. In fact, taking the time to listen to customer requests and inquiries can mean spending less time, energy, and resources on acquiring new business. Building a strong rapport with the customers you have will enhance your reputation and bring in new customers based on the word of current customers. 

The best way to do this is by showing your appreciation. Relationships are about equity - it's important both parties feel they are gaining something that is equitable to what they are giving. Sure, customers pay for your product or service and that alone is an exchange, but customers need to feel confident they can rely on your business.  You can make your customers feel valued in four simple ways.

• Be accessible. Do your customers know how they can reach you should a problem with the product or service arise? Social Media and email are great facilitators for consumer to business communication. Make sure customers know how and where to reach you, prominently display your contact information online and in your marketing materials. 
• Respond in a timely manner. "Timely manner" is often left up to interpretation. You as a business owner may feel 24 hours is a reasonable amount of time to reply to a customer whereas the customer may feel an immediate response is the only course of action reasonable. Let customers know when your hours of operations are and when they can expect a reply on their inquiry. This helps manage expectations and holds your business to a standard.
• Follow up with a thank you email. Thank you notes are a great and lasting way to show your appreciation. More and more consumers are taking their business elsewhere because they feel undervalued. Letting the customer know you understand that they have a choice and they chose you can go a long way.
• Encourage feedback. Feedback provides businesses with a leg up on the competition. A history of good service is important in today's marketplace when customers have countless options to choose from. A positive history also shows a healthy interaction with clients. Even with some instances of poor feedback in the mix, it shows your business is willing to stand behind the product or service and address or correct what's imperfect.

Keep the lines of communication open with your customer base. Encourage customer reviews on your business' BBB Business Review. Not an Accredited Business, yet? Learn how-to become part of the elite group of trustworthy businesses.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn.

Free Advertising Ideas for Your New Business

One of the most important goals for a new business is to reach clients and promote your mission.   You want to advertise, but you don’t want to spend all of your hard-earned profits in the meantime.  Fortunately, there are several ways to accomplish this goal without breaking the bank.  The following are a few ideas you can utilize to effectively promote your business at little or no cost.

1. Network - The most efficient and productive way to advertise is word of mouth or good old-fashioned networking.  Attend free events such as happy hours or dinners, anywhere you can discuss what you are passionate about and spread the word of your new endeavor.  Use the traditional method of cold-calling on the telephone to reach out and market your business. Technology is great but people still appreciate when you take the time to make a personal connection.  It also gives you a stronger platform to explain your goals.

2. Utilize Social Media – Blogging is a great (free!) way to self-promote.  Start your own blog and follow others in hopes they will return the favor. You can also periodically and methodically have guest bloggers support your site and write pieces once in a while. Establish a professional presence on Facebook, Twitter, Pinterest, Instagram, etc. and keep up with the current social trends.

3. Giveaways - Offer a referral system to current clients where they receive a discount or free services, if they refer new customers to you.  Alternatively (or additionally) offer a loyalty program to encourage return business.  You can also offer a first time discount through websites like Gilt, Groupon and Living Social.

4. Cross-promotion – Advertise and cross-promote with other local small businesses on your website, social media and promotional events. This can cut back on costs and reach a larger group of potential clients.

5. Self-promote - Always have your business cards handy. They are a simple takeaway to leave with potential prospects. Also, include your company website and links to your business’ social media at the bottom of your email signature which will reach everyone you communicate with daily.

Are you a rising new business less than a year old? Take advantage of the New Business Sponsor Program for guidance with topics like technology, marketing and customer service.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn.

Written by: Adam Koncius, Koncius Digital Marketing

Effective Communication: Internal

A good leader knows that it's not what they say that makes a difference, it's how they say it. June is Effective Communication Month and since effective communication is an essential part of professional relationships, we want to offer a few tips for improving communication in the office.

1. Think before you speak. This can be applied to various scenarios, whether you are offering constructive criticism, giving direction, or asking for help. It's important to think about what you want to say and how your tone of voice and body language play a role in how your message is conveyed.

2. Encourage feedback and listen. Being the boss doesn't mean you don't have anything to gain from your employees. Encourage them to voice their thoughts and opinions. You may not always be able to accommodate everything they say, but taking the time to hear your team members’ thoughts and ideas allows them to feel valued. It can also enhance your understanding of their actions, setting the stage for improved interaction in the future.

3. Set regular one-on-ones. Meeting with your employees on a regular basis helps to not only set them up for success but also your business. Find out how they feel about their position and what they want out of their job. Doing this will help ensure that your employees are always working towards a goal, which in turn means your business is continuously making strides.

4. Show your appreciation. Though you may be a respectful and easy-to-work-with boss, it never hurts to say thank you. Whether you have just wrapped up a meeting or finished discussing their thoughts or concerns, the gesture shows your employees that you value their input and their time.

Poor communication in the office can be harmful to employee relationships as well as the growth and success of a business. Taking the time to hear your coworkers and understand how they work and what motivates them is a great way to improve employee satisfaction and productivity in the office.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn.

What to do when a Customer Complains

We have all heard the mantra, "the customer is always right".  While this sentiment comes from a good place and encourages a positive attitude towards customers, it is quite simply, not always true. In fact, it can actually reward customers for their demanding and rude behavior. 

Encountering a rude customer, or a customer who wants something you cannot give them, is not an uncommon occurrence for business owners. It's important to develop a strategy when faced with these types of situations. It can mean the difference between a customer feeling satisfied or promising to never do business with you again.

• Stay calm. No matter how angry or rude the customer is you never want to react similarly, as it could escalate things and make matters worse.  
• Be a good listener. Try not to interrupt the customer until they are finished, as this will likely make them more frustrated.
• Show the customer you were listening by summarizing their words back to them. Then ask questions to further clarify their complaint.  
• Apologize. Regardless of who is at fault, a simple "We're sorry you've had such a frustrating experience" can go a long way.
• Tell the customer what you can do. You may not be able to give the customer exactly what they want, but by offering an alternative suggestion you are showing the customer you would still like to do what you can to make things right.  
• Know when to walk away. Sometimes there is no way to satisfy an angry customer.  If this is the case, all you can do is offer an apology and step away from the conversation.

Something else to consider: living by "the customer is always right" mantra can also be bad for your employees and the general company moral. Your employees come to work each day and help make your product what it is. Make sure your company policies support the employees responsible for handling customer grievances. They should feel respected and empowered.

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and LinkedIn. 

What Motivates Consumers To Make A Purchase?

It's safe to say most business owner's objective is to make a sale, but to make that sale it can be helpful to understand what motivates a customer to make their purchase. Your Better Business Bureau recommends considering the following four points to improve your business and sales strategy. 

1. How convenient is this experience for the customer? This can mean a number of different things, from parking convenience and storefront location, to website intuitiveness and delivery methods. 
2. The customer wants the best value. Many consumers looking to make a purchase will research a product before purchasing. Their interpretation of value can be determined by price comparisons and even online reviews. Is your business's online presence scarce? Consider registering your business with an online directory, like BBB for example. 
3. Do you give your customers individualized attention? Try to gently identify what it is your customer is looking for. Are they dissatisfied with a similar product from a competitor? Set your business apart by being attentive and helpful. 
4. A consumer wants it to be easy. If your online ordering process is too complicated you will find that many potential customers are abandoning their cart. If a product is out of stock do you go ahead and order the product for them? Or do you encourage them to use your website or seek out another store? 

Ultimately a customer is going to make a decision based on experience. Are you creating a positive customer experience or is it forgettable? 

For more information you can trust, visit us at bbb.org/boston, like us on Facebook, or follow us on Twitter and Linkedin. 

Embrace The Negative Feedback

Negative feedback online can seem like a nightmare to small business owners. The Internet is an unregulated platform - anyone can say anything and you have no control. However, there can be a silver lining to this kind of feedback, you just need to know from which angle to approach the negativity. Here are some things you should know when addressing negative feedback online:

Whether you like it or not, people are leaving reviews of your business online. There are several review platforms and online directories that allow consumers to talk about their experience with a business. The sooner you begin to engage with consumers the sooner you'll gain some control over your business's online perception. 

Your business is not the only business receiving negative feedback. 

Stop taking it personally. Regardless of the delivery, keep an open mind. Sometimes customers can help you identify an area of your business where there is room for improvement. If you notice users are making similar complaints, you know you have some work to do. 

People are suspicious of business's that do not have negative online reviews. According to a study by Reevo, positive reviews did not tip the scales when it came to making a sale. However, there was a positive impact on sales the more reviews a business had total - regardless of the tone. 

Respond! This is your opportunity to show the consumer that you care about their experience. Not only does a thoughtful response go a long way with the disgruntled customer, it goes a long way with potential customers.

For more information you can trust, visit us at bbb.org/boston or like us on Facebook.