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Marketing | Business relationships
Long-term success in business is all about developing and maintaining good customer relationships.
Whether you are looking to take on new client
relationships or are managing your existing
customer base, this section will advise you how to make to the process easier. Here you will find practical
advice on how
to apologise to a client, how to increase customer value, how
to get customer
testimonials and much more.
Forget Facebook – try face-to-face
21 May 13Jayne TancredMuch as I love interacting with customers on social media, I’ve recently been reminded how much more I love talking with them in person. Read more
Comments: 19Four time-saving tips for qualifying your leads
17 May 13Amanda JesnoewskiDon’t let potential customers, clients and contacts waste your precious time with needless meetings and phone calls. Make sure they’re worth your effort by qualifying them first. Read more
Comments: 7Five tips for managing client expectations
08 Mar 13Mary GardamThe key to meeting client expectations is to manage them well in the first place. Make sure your clients know what to expect by focusing on these five areas. Read more
Comments: 2Podcast: How to build customer loyalty
10 Feb 13Tim ReidIn this podcast Sam Cavanagh, the National Executive Producer for Austereo, talks about how to create raving fans in your business. Read more
Is there someone you'd like to thank this Christmas?
18 Dec 12Peter CrockerIn any business, there are certain individuals who have played a pivotal role in its success. Here’s your chance to show your appreciation with a public display of gratitude. I’ll go first. Read more
Comments: 20How to wow your customers
21 Nov 12Amanda JesnoewskiThe cheapest and easiest business you will ever generate is from the customers you already have – if you look after them. Here are five ways to impress your customers and ensure they return. Read more
Comments: 9How to turn negatives to positives in your marketing copy
12 Oct 12Lucinda LionsAs a soloist, sometimes it’s impossible to get to the phone straight away or drop everything for a client meeting. But what could be seen as a negative can be turned into a positive – simply by tweaking your marketing copy. Read more
Comments: 4The key to successful business partnerships
11 Aug 12Lynda BayadaEntering business partnerships is like any long-term relationship, and the biggest factor determining the success of that relationship is having a set of common values. Read more
Comments: 1Preaching to the converted
04 Aug 12Jo MacdermottStrengthening relationships with your existing client base and marketing directly to them is essential for business growth and success. Read more
Comments: 3Improve client relationships with your accounting software
27 Jul 12Susan NapperMaking better use of the client database tools within your accounting software can help improve client relationships. Read more
Comments: 2Past fave: Why your clients are like dogs
18 Jun 12Noel RangerI mean no disrespect, but your clients are like dogs and should be treated as such. When they come bounding up to your business with their big hopeful eyes, wet noses and wagging tails, don’t be fooled. Read more
Comments: 18I really want to help you
12 Jun 12Robert GerrishWhat do you do when confronted with a perfect fit for your services and yet there’s no indication you’re needed or wanted? The answer is: speak up. Read more
Comments: 6Podcast: How to have a difficult conversation
21 Jan 12Tim ReidIn this the episode of the Small Business Big Marketing podcast Tim and Luke discover how to have a difficult conversation. Read more
Video: How to ask for testimonials
12 Dec 11Robert GerrishIf you've ever struggled to obtain testimonials from past clients, or hesitated to even ask, you need to watch this video. Dale Beaumont has a wonderful 4-step process and it's priceless. Read more
How (and how not) to dump your clients
29 Nov 11Sam LeaderThere’s plenty of help for you if you need to get clients. But what about when you need to fire your clients? Here’s what I think. Read more
Comments: 7Re-engaging inactive customers
14 Jul 11Deb PilgrimNo matter how brilliant you are technically or what it is you sell, you’re really in the business of marketing, and you need to be running a continual marketing campaign. Read more
Comments: 0How to have good working relationships in a small office
10 Jun 11Lou MooneyWhen my business partner and I started out, we laid down some rules of engagement for good working relationships, including ‘employ people we really like.’ Read more
Comments: 8Five ways to engage with customers
28 Mar 11Danielle MacInnisToday more than ever, the customer is in control of the conversation with and about your business. Follow these tips to engage with customers and develop your relationship with them. Read more
Comments: 11Business partnerships: Think outside the jar
01 Feb 11Robert GerrishSchools have gone back and there’s a sense of quiet relief around the household. Particularly for the geckos in our garden. Here’s why. Read more
Comments: 53Negotiation skills when doing business in China
21 Jan 11Matthew EdwardsIf you decide to work with Chinese manufacturers you’ll need to be able to navigate an ever-changing landscape of agreements and negotiations. This article looks at the negotiation skills needed when doing business in China. Read more
Comments: 3Doing business in China
13 Dec 10Matthew EdwardsChina is a uniquely challenging environment for westerners, especially those who don’t understand the culture and customs. Here’s a brief overview of what you need to know when doing business in China. Read more
Comments: 2How energy levels impact business performance
18 Oct 10Ben AngelMany soloists are highly skilled at engaging with their clients and prospects emotionally. Here’s how to take that up a notch and engage energetically as well. Read more
Comments: 11In praise of client testimonials
19 Jun 10Gina LofaroClient testimonials are inexpensive, bona fide, must-have marketing tools that tell potential clients why they should engage your services. If you’re not already using them, it’s time to start. Read more
Comments: 21Increase customer loyalty: Small things, big impact
02 Mar 10Linda AndersonEver notice that the little things you do in business have the biggest impact on your customers and their loyalty? It’s something we should all think about if we want to increase customer loyalty. Read more
Comments: 9The nine keys to managing client expectations
18 Feb 10Amanda GonzalezMismanaged client expectations can be unpleasant, costly and damaging to your reputation. So what is the best way of managing client expectations to stop them biting you on the backside? Read more
Comments: 14How a customer engagement survey boosts profits
13 Dec 09Stacey BarrWhy waste time surveying your customers about how satisfied they are with your products and services, when research shows that customer engagement is a far more powerful profit driver than satisfaction? Read more
Comments: 5Kick start your client communications plan
01 Dec 09Caroline McDevittIt’s the silly season, a time when deadlines shorten and a stream of parties loom. And now is a great time to refocus your client communications plan for the year ahead. Read more
Comments: 5New clients: Asking the right questions
23 Nov 09Robert GerrishOne lesson learnt from a decade of coaching is the power and value of questions. Are you asking the right questions? Read more
Comments: 22Client Christmas gifts: hot or not?
16 Nov 09Peter CrockerUp until last year I thought giving clients a gift at Christmas – or at least a card – was a sure-fire winner. It turns out there is a very passionate divide on the subject amongst business owners. Read more
Comments: 53Client testimonials win customers
08 Nov 09Lucinda LionsAt Flying Solo LIVE! I was on a panel where we discussed the importance of ‘Making an impression’. At the end of the session, many of the questions related to client testimonials, so I figured the topic was worthy of an article. Read more
Comments: 14Business relationships: Are you easy to deal with?
08 Oct 09Linda AndersonI recently read an article about the value of projecting an image that’s consistent with your personal branding. It reminded me of an encounter I had which prompted me to look at my business relationships and ask “What am I like to do business with?” Read more
Comments: 8Self projection: Exposing the real deal
21 Sep 09Robert GerrishListening to comments at the Flying Solo LIVE! event, I was reminded of how quickly others draw opinions from what they see and hear, and what an important role self projection can play. Are you projecting the image you want others to observe? Read more
Comments: 7Meeting your clients' needs
13 Sep 09Trish WestonWhen cashflow gets tight, a natural response is to start eliminating those expenses that aren’t ‘essential’. How do you meet your clients' needs and ensure that you don’t get crossed off their essentials list? Read more
Comments: 2Understanding 'customer evolution'
08 Sep 09Ron McLeanIn the current economic climate, getting customers to support your business is even more important than ever. With customers being more discerning with their dollars, you need to understand customer evolution to ensure they support your business. Read more
Comments: 412 signs you should say NO to clients
20 Jan 09Heather SmithMaking the decision to say no to clients is not made lightly. Do you know how to recognise when you should say no? No to an existing client, no to future income, no to potential new clients? Read more
Comments: 15Why I don't send Christmas cards to clients
07 Dec 08Megan ToughI spent two years religiously sending Christmas cards to my clients and contacts. But then one year I just stopped. Let me explain why. Read more
Comments: 13Grow your business: Sack a client!
24 Nov 08Robert GerrishWith all this talk of downturn, why not go against the flow and do something radical to grow your business? A client of mine did and she’s still reaping the benefits. If you work with anyone who drives you nuts, you’d best read on. Read more
Comments: 59Getting clients: Who are your people?
26 Oct 08Trish WestonIf you’re struggling to find and connect with new clients, then perhaps it’s time to turn to your people. Today, I got a call which dramatically changed the way I viewed getting clients. Read more
Comments: 19Business relationships: How can I help you?
21 Jul 08Robert GerrishIn our business relationships we often tend to focus more on 'what can you do for me?’ rather ‘what can I do for you?’, but is this the best way to create meaningful business relationships? Read more
Comments: 17Being misunderstood
07 Jul 08Sam LeaderIf there’s one breed of person I have little time for, it’s so called shock jocks. These talk radio DJs earn fabulous sums by making provocative and often offensive comments… all in the name of entertainment. Read more
Comments: 12Client briefs: Asking smart questions part 2
01 Jul 08Mark MooreMy previous article on client briefs covered asking smart questions to yield the right information to help you secure contracts. For best results, you also need to consider who, when, where and how to ask these questions. Read more
Comments: 3Client briefs: Are you asking smart questions?
27 May 08Mark MooreDelivering for a new client is of paramount importance. Yet many struggle to do this because at the outset, they fail to obtain the right information about their client’s needs. Are you asking smart questions in your client briefs? Read more
Comments: 7Client meetings: What am I doing here?
28 Apr 08Robert GerrishI’m as social as the next guy. I love people and I adore lounging around in cafés. One thing I hate, though, is putting on a posh shirt and slogging across town for client meetings only to have my time wasted. Frankly, I’m over it. Read more
Comments: 40Saying sorry: Knowing when to say sorry
24 Mar 08Sam LeaderLast year I wrote about the importance of apologising when you know you’re in the wrong. By saying sorry, you encourage feelings of goodwill and show you’re responsible for your actions. Read more
Comments: 28Gift giving: a selfless elf or last minute Dasher?
03 Dec 07Sam LeaderSoloists have lots to look forward to in December, with a well-deserved break on the cards for most of us. But it also has its stresses, many of them to do with gift giving. Read more
Comments: 16Stop thief! When customers don't pay
18 Oct 07Noel RangerMissing: One Word document, three ideas and a truckload of expertise. If seen, please return to Noel Ranger. I've been robbed and am not happy, Jan. Read more
Comments: 17Three corporate gift ideas
09 Oct 07Peter CrockerIf you struggle with Christmas present ideas for clients, here are three gifts that have worked well for me. Read more
Comments: 83Customer relations: How to apologise to a client
15 Jul 07Linda AndersonMistakes in business are inevitable, and sometimes your actions will have a negative impact on your customer relations. Now the good news: my advice on how to eat humble pie enables you to admit the error and come out looking good. Read more
Comments: 4Client relationships: When to take on something new
03 Jul 07Kathie M. ThomasIf you are new in business and keen to develop new client relationships, it is tempting to take on something you’ve never done before. Or existing clients may ask you to do something unfamiliar. But when is the right time to take on something new? Read more
Comments: 6Ideal clients? Man, you just gotta love big ones
19 Jun 07Noel RangerDear big, massive, ideal client, Thank you for getting in touch to request a proposal for my services. I was so honoured when you selected little old me to be officially added to your ‘strategic solutions partners preferred supplier list’. Read more
Comments: 12The importance of apologising
16 Apr 07Sam LeaderJohn-Paul and I got carried away at an auction recently and it reminded me about the importance of apologising. Luckily we weren't buying a house. Instead we were purchasing orchids. Read more
Comments: 29Business partnering: Everyone's a partner
09 Apr 07Robert GerrishWouldn't it be wonderful if businesses truly, madly, deeply, partnered with each other? Read more
Comments: 11Grow through your existing customer base
07 Feb 07Robert GerrishThere is real growth potential in a sole trader's existing customer base, but many fail to realise its full potential. Often, more energy goes into attracting new customers than looking after current ones. Read more
Comments: 3Client management: Refusing work
15 Jan 07Robert GerrishIt would be lovely to think we only ever attracted dream clients to our businesses, but unfortunately we also get the occasional stinker. Here I look at client management and why refusing work is sometimes necessary. Read more
Comments: 35Managing customer relationships
14 Dec 06Zern LiewTo succeed in business today, you need to develop a real relationship with your customers. An authentic approach to managing customer relationships can help you shine through and win out over your competition. Read more
Comments: 5How to keep customers for life
29 Oct 06Peter GriffinWe all know the adage that it’s a lot cheaper to keep customers than it is to get new ones. Dan Kennedy, one of the world’s leading marketers, has conducted a study into why businesses fail to keep customers. Read more
Comments: 7Four ways to increase customer value
26 Sep 06Peter GriffinYour existing customers are people that already know, like and trust you. By focusing more effort on increasing their total customer value, i.e. the amount of money that they spend with you, you are virtually guaranteed to increase your profits. Read more
Comments: 4Customer relationship management: give first, receive later
07 May 06Peter GriffinPeople buy goods and services from people they know, like and trust. Therefore you should you should focus more on developing customer relationship management processes, rather than the “one step” marketing of some companies. Read more
Comments: 2Four steps to getting customer testimonials
21 Jul 05Peter CrockerGetting Impressive customer testimonials on your website or marketing collateral is a very powerful way to win new business. But how do you get them? Read more
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Small Business is Australia's fastest growing sector – this business community site was created for those running a small business of one to five people. Here the solo and micro business owner will find small business forums, a small business directory, free resources, help, tips and advice on: starting a small business; working smarter when working from home; effective small business marketing; small business networking; the solo psyche; staying balanced as a small business owner; small business technology advice and small business finance tips.
