Have you been receiving more complaints lately? Maybe you are finding that the phones aren’t ringing like they used to, or your client base has gone quiet? Maybe it’s because your customer service is on autopilot. It’s not uncommon for any business to become more focused on the production or the current clients they have and to let the day-to-day interaction fall by the wayside, and while not uncommon it can still be deadly for your business if not addressed. In today’s electronic world, face-to-face time has become almost obsolete and therefore even more meaningful when it happens. In addition, it is equally important that you understand that customer service is not just when there is face to face interaction but happens throughout the customer experience. Customer service begins when you receive your first inquiry from a client; how quickly you respond, how much time you spend with the customer on understanding what they need versus you trying to making the sale. It continues in making sure the customer doesn’t have to follow up with you in what is going on, what needs to be done versus you doing the follow up in making sure they don’t sit and wonder and feel the need to make the call. Remember, customer service is just that, serving the customer in such a way that delivers answers and solutions that produces a relationship of reliability and trust. So much so that they can learn to depend on you to not only deliver but that you have their best interest at heart. How do you accomplish this? It starts by being intentional in the way you deliver your customer service. Intentional in how you answer the phone; answer emails, think before you send out an email or provide a solution to the customer. For instance, when communicating make sure you have thought through the entire process before requesting approval. For instance, if you are asking a customer to approve a mailing but don’t have all the costs involved in making a decision you will quickly frustrate the customer by sending out additional emails or making additional phone calls on more information required or have the client see an invoice for more than they anticipated when the job is completed because they weren’t well informed. Great customer service takes ongoing effort and focus and can become part of your business brand if done intentionally. If left unattended, you could find your customer base and your reputation dwindling. Don't wing your customer service! If you are looking for a coach in business, call us today at 812-944-7728 or complete a free quote form!

Do you need help with your marketing budget?

Let’s face it, outsourcing your marketing has been an option for a long time and while some have embraced it, others still want to keep things ‘in-house’ so they can feel in control. If this is you then consider what control may be costing you as well as how you can maintain control when outsourcing. When it comes to your marketing investment, there is a time when bringing someone in full-time makes sense, such as looking at the long term and anticipated growth. But realize, there is a cost in building an internal marketing department. On the one hand, if you hire expertise or someone that can hit the ground running there is a higher cost. This doesn’t just include the space they will require, benefits package, time off and so on. Also, in most cases, the individual you hire will still not be able to perform all the elements needed and will need to seek an outsource to help get the job done. If you hire a person straight out of college, even with a degree, they will not only require all the elements in hiring an experienced person but then they will need time to get up to speed on your product and services; which we have found can take up to eighteen to twenty four months. In another scenario, you may be a marketing director that as taken the business to the next level but in doing so find yourself spending more time in managing what you created than in having time to continue to create; or, it could be you have the ideas, but no help to execute those ideas. So when does it make sense to outsource? First of all, take time to identify what you really need and how long. Developing a specific list of what services you want and what type of relationship you want is the first step n finding and hiring an outsource successfully. Secondly, look for a trusted partner. The outsource you select should have a track record of partnering with other companies or organizations over a period of time. If you see a great deal of short term projects make sure you check out a few of these projects to see if the outsource would be a good fit. Most importantly make sure the outsource you select has your back and will be accountable for the process, start to finish. This means them standing by what they do even when that means they might have to eat some or all of the cost when they make a mistake. Without that type of willingness, there is no partnership. Finally, give it time. Developing a relationship, whether an outsource or in-house, takes time to get to know one another. Of course, if the same problems or mistakes continue to happen you may have no recourse then to stop the relationship. Does outsourcing work? Well, as a small company that is an outsource to many companies in the region, we outsource. We have a number of outsources that we have developed and have been with us for over twenty years and all of it to be able to provide our customers the tested expertise they need and when they need it without having to take additional risks. At the end of the day it still remains to be able to provide what the customer needs when they need it. We have found that our customers don’t really care if we do everything in house, only that we, as their partner, can provide what they need and when they need it as well as knowing that if anything goes wrong, we will stand behind it and fix it. Contact us today and let's get started on perfecting your marketing strategies.

Over the past two years, many of us that own small businesses have had our noses so close to the “survival grind wheel” that it has been hard to look up and out into the future. But looking out to the future we must. None of us that have been in business more than five years, succeeded by focusing on just today but planning for the future; what we need, how can we build more relationships, more sales. One of the industry sectors that have been hit hardest by the economy has been the not-for-profits. Most of the ones that I work with run on scant budgets, dependent on grants or funds that can fluctuate year to year depending who is in office and the shape the economy is in. Now what does all this have to do with putting a little cause into your marketing? Cause marketing has been around for over two decades and continues to grow. Cause marketing is simply a partnership with a for profit business with a not for profit business. It’s a partnership that helps organizations in an area or regions that have no marketing budget but rely on the help and money of those individuals or businesses that have been, many times, touched by the organizations focus. Such organizations in our area as Kosair Children’s Foundation, Home of the Innocents, The Fight against Breast Cancer, Alzheimer’s or Leukemia are examples of causes that local and national businesses have joined in cause marketing efforts. These organizations and many more like Interfaith Community Council, Rauch, Inc. Personnel Counseling are all in need of local businesses partnering with them to raise awareness and dollars to help them provide the services to their clients as well as, in many cases, continue to exist. Finding a place in your yearly marketing efforts for Cause marketing will not only benefit the not for profit and the people they serve but has clearly shown a positive impact on increasing the awareness, and perception of your business. It’s a “giving back” to community services that the public recognizes; an extra effort, away from the direct selling of product and services but one that tells an even deeper story of the company’s brand. Finally, when considering cause marketing, take the time to choose a partnership that is closest to your mission or vision of leadership within the community. Choose something, that you can get passionate about. It will help drive the effort and will make the journey a more enjoyable one. So how do you get started in developing a Cause Marketing Campaign? Here are a few simple steps to get started. Select a “Cause.” This could be an organization, an annual event, a collection; something that makes sense for your community and your business. It should also be something that you can be passionate about. Being passionate usually helps keep you involved. Meet with the “cause” to discuss how you can best partner together. Make sure your partners also include your employees; something they can also get passionate about. Develop a plan. One that is in writing and lays out what each party will do to help the other in being successful. Also determine if this is a one time effort or will become an annual event. Identify the marketing and communications aspects of the campaign. What material will you need, how will it be distributed, what media will be involved and can any of the media be a partner in getting the word out? Don’t expect this effort will be without cost but don’t forget the use of social media in your plans either. Finally, as your plan unfolds, don’t forget to communicate your progress and make a big deal of the effort and the results. If you are diligent about this campaign, it will be something that builds in awareness and success each year. I know this is a little bit different from the articles I have written in past issues, but it is one that I feel could benefit both the not for profits and for profit clients and the customers and clients of both. So what do you say? Think about adding some “cause” into your marketing efforts this year. I know you’ll find it both rewarding and profitable. USED 7/2022

Over twenty-eight years ago I started a branding firm. A company whose marketing efforts for clients began at the very core of what help makes companies viable and long standing. The focus on brand today has now become a popular word for ad agencies and media companies to toss around. A word that can be added to the product or service offerings performed. In many of these cases the word branding just means more production- something that many ad agencies continue to place their primary focus. But successful branding is not as easy as the production of a logo, a clever slogan or even a nice brochure- successful branding begins and is maintained from the inside out. It’s not easy, in fact it takes a great deal of hard work, time and thought to make this happen successfully; but the rewards, especially in an economy such as what we have today, can be invaluable. Bottom Line: Successful branding begins with taking the time to plan- not just talk or develop ideas in your head but putting them on paper in a written business plan. Successful branding continues with being able to offer uniqueness to those you have targeted to serve- clients/customers. Successful branding is being true to that brand- even in the most difficult times but finding a way to be flexible and expand the reach of your brand without changing it. Finally, successful branding is involving the day to day operations, structures, procedures and training of staff to insure what you have promised your audience will happen. Having trouble establishing your brand? Think inside out, it works and it will last

The internet is full today of discussion groups either downplaying the importance of using social media as a marketing tool and proclaiming the death of traditional advertising. While the growth of social media cannot be denied, it is a bit early to write an inscription on the tomb stone of traditional media. This can be seen in many industries from banking to manufacturing and much of has to do with the knowing and targeting of potential customer bases. Baby Boomers, for instance, still control a large portion of the wealth and purchasing power and are still a strong component of our economy to recover. Yet statistics show that in many cases recently, they are being left out of the marketing mix. Social Media, in itself, while growing rapidly is still in its infancy and is a different type of media altogether, requiring a slightly different approach from using just a straight offer or message. It is, after all, a social media- implying the ability to build relationships; not direct sales. Bottom Line: Based on your target audience traditional media is still very viable and useful and should continue to be an important part of your marketing mix. However, if you have not started using any of the social media out there you should start now. If nothing else join a network and join in discussion groups to see how it works. There is still time to learn much from this new media and what it can bring to your marketing efforts, meanwhile the use of traditional media can still produce a strong return on investments.