Run a Small Business with Style
A Home Business Article Contributed by Barbara Gibson
Small Business Style
Your small business may have a style and culture all its own, but it must still project professionalism. There should be a common theme that unites every customer contact whether in your offices, in the field, by mail or on the telephone. Timeliness, courtesy and customer service should be among the foundational concepts that drive that theme. Attention and thought given to even small details can inspire confidence in clients or even give you an edge, all other things being equal.
Your small business will benefit from a holistic approach that values your business plan, self-care plan and customer service plan equally.
Small Business Savvy: Putting Your Best Foot Forward
Much of small business success is built on personal relationships. We want to do business with those we perceive as capable and smart. We can convey these qualities in many ways before we even say a word. Following are several areas to consider for making a favorable impression on clients.
Timeliness and presentation are key. Show your clients that you value their business and their time by arriving a few minutes before your meeting. If you are host, do not keep clients waiting. Timeliness is also important for any work promised. Always deliver early, if possible. If a missed deadline is unavoidable, do not let it go unmentioned. If an apology will not suffice, offer a discount on the next order, or some other accommodation for the inconvenience.
Take a look at your small business through fresh eyes. Are your common or waiting areas clean? Is the furniture in good repair? What about the magazines, are they dated and dog-eared, or fresh? What about your printed materials. It is well worth the investment to spring for bond paper and typesetting. Get someone to proofread any materials before they go to the printer. In-house typographical and grammatical errors (in letters and so forth) can be reduced or eliminated with spell check functions and a careful reading of the printed document.
You are the most important part of your small business. Take a look at yourself as well. Is your clothing appropriate and presentable? Do you project warmth and confidence? If you have trouble speaking in front of groups or even one on one, consider a group such as Toastmasters or practice with friends and family.
Take care not to drawn yourself in strong scents of any kind. And carry mints just in case...
Speaking of Small Business
A few reminders. Small business employees must take particular care to monitor their office conversations. The space is often small and voices carry. It is not appropriate to discuss other clients or personal business within earshot of clients who may be present or on the telephone. On a more basic level, small business staff should also be mindful of diction, tone and rate of speech. Callers should be greeted with a clear pronunciation of your small business name, and any hold times should be kept to a minimum.
