Business is Like a Gusty, Windy Day

The other day I realized I was in need of a much-deserved break after what had been two weeks of non-stop client work. My eyes needed a rest from the computer screen, my body needed to be removed from my office chair, and my mind was screaming “Stop!” An appointment fell through at the last minute and it suddenly seemed as if I could (and need to) use that time revitalizing my brain… somehow.

So I went out on my deck and stretched out in the sunshine. I just wanted to close my eyes and stretch my body. I wanted my brain to stop bouncing between the multitude of details, tasks, projects, schedules… you get the idea.

As I lie there, I began to notice sounds and sensations around me. It didn’t happen right away, but the more I relaxed and let go, the more I became aware. I began listening to the sounds of the wind gusts building up and passing over me.  I noticed the different tones created by the breeze through the bare tree tops and the fluttering of the dead leaves that still clung to the oaks from last fall.  I began feeling the cool breeze on my skin when it would swirl around and envelope my body, and then how the sun warmed me when it was still.  I became aware of the abundance of different bird song, wind chimes, and other sounds either made by the wind or wildlife in the trees.

I realized my business is very much like a gusty, windy day.

There are periods of calm, when the birds are happily chirping, wind chimes are melodious, and squirrels are running along the tops of fences.  The world is under control, manageable and in balance. Everything is where — and as — it should be. During these times, my client work comes in quietly and smoothly, with no changes or emergencies.  Nothing is out of the ordinary.

Then there are phases when the wind is howling through the tree tops with an energy determined to push the bare trees over, to break them (and indeed, branches do tumble and crash to the ground). The past two weeks had been a furious gust of wind for my business. It seemed the majority of my clients had a wave of productivity and ideas, or plain old emergencies, which were thrust upon me from all directions in a never-ending stream.  But like the mighty tree, I sway with the flow and am unyielding. I am stronger than the wind knowing it will be calm once again…soon.

I admit, the crashing branch is the equivalent of my needing a break to sit in the sun and rest my self. Something had to give, a branch always falls. But ultimately it signified the removal of dead weight, the stress that had been building.

Do you ever have days like these?

Thanks for reading and sharing your thoughts,
Kimberly

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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.
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Better Customer Service

How does your customer service rank on a scale 1 to 10? Okay, maybe the better question is, how do you think your customer service ranks? And more importantly, what do your customers think of it? Have you ever asked them?

Customer service is oh so important! Yes, we have to deliver excellent products and services to our clients and customers, but just because they hire us or buy from us, doesn’t mean they will come back! It’s not a guarantee for loyalty. So it’s our duty to ensure that our customers willingly come back to us and, even better, tell others about us, too!

Here are a few examples of customer service that will show your clients that you appreciate them and consider them far more than just a number.

Be easy to do business with. If you own a storefront, publically accessible office or work virtually, be sure to post your hours of operation in a prominent place (as well as in any applicable advertising)… and be open and available during those hours.

Stay in touch. Whether you’re a service- or product-based business, do you make a concentrated effort to keep in touch with your clients above and beyond normal business communications? Do you send a newsletter or promotional postcards? Do you telephone once in a while just to check in? Do you send handwritten notes of appreciation?

Offer a loyalty or incentive program. Do you have a way to keep track and reward customers who spend more with you? If you sell products, you could offer discounts or rewards for those who do business with you more often. In the service industry, you could offer discounts for clients who purchase retainer hours… the more hours purchased, the higher the discount.

Reward the biggest spenders. Do you pay attention to who spends the most with you? You should know who your top clients are and give them gifts for their loyalty. Depending on the type of business you are in, offer free products relating to your business. If you sell books, give away a free book. If you offer coaching services, give a free coaching session.

Under promise and over deliver. This should be the overall motto for customer service everywhere! No matter what business you are in or products you sell, you should always do and provide more than what you say you will. By getting the job done quicker, or delivering a product sooner, or tossing a coupon into the bag, you’re giving your clients a reason to say, “Bonus!”

Hopefully you realize how easy it is to provide better customer service than perhaps you are right now. It really doesn’t take much to do and the payoffs can be tremendous!

If you happen to need help implementing any of the above ideas or want to brainstorm something totally different, I’d be glad to help!

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Communication Issues – Is it me?

Once again I am having an “issue” with communication. I wish… oh, how I wish… people would just communicate. It doesn’t take much to do, really. And it’s common courtesy to do so, I think. But it’s like a splinter deep in the flesh of my finger working its way to the surface; sometimes it bothers me more than others.

Now, if you know me, you know I am big on communication. When my husband comes across someone who doesn’t reply to emails or follow-up, he always says “They could learn a thing or two from you, honey.”

See, a couple weeks ago I was asked for some advice from an acquaintance. At the end of the call, I offered to email a bit of additional information — which I did. And not that I was expecting to hear back, I thought I might have at least received a quick “Thanks. Got it.” I didn’t. No big deal, but I noticed.

This week the same acquaintance was looking for more advice and again I comply. I’m very happy to share my knowledge with others, shoot, especially if they ask! After the call I thought of something really important.  So I emailed the information but this time added on a question in hopes of getting a reply. Part of me, at this point, is wondering if my emails are lost in cyberspace and I want to know if they’re being received. Do I receive a reply? No.

Okay. So maybe this person is more of a phone person than an email person (though both requests initially were made via email). I can understand that, some people are, and there’s nothing wrong with it. But not communicating — not replying to a question or not sending a “Thank you, I received it” — is wrong, at least in my book.

Yes, I’m ranting, but for a good reason. Even though this person is warm and friendly on the phone, I wonder how they handle their business. I wonder what their clients think of their communication skills.

So, what do you think of your communication skills? More importantly, what do your friends, family, business associates and (gasp) clients think of it? I hope it’s all good!

Thanks for reading… share your thoughts!
Kimberly

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8 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.

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Customer Service

I’ve been reading a new book and it talks a lot about customer service… specifically over-the-top customer service. I already knew how important it was to provide excellent customer service and that’s something I have followed through on since the very beginning of my business and before! The customer is always right and we must do whatever we can to please them. Otherwise we may suffer the consequences!

However, this book got me to rethinking the strength of my strategy. See, the book gave a lot of examples for brick and mortar stores, and companies that sell products, and the ways in which they can show and demonstrate great customer service. But since I can’t replace a broken product with a new one free of charge (since I don’t sell products) and I can’t post notices next to my cash register about upcoming events or winners of contests (because I don’t have a cash register, let alone a store front)… I got to wondering… do my clients know I give them superior customer service?

I mean, I know I provide the best customer service I can and that I treat my clients the way I want to be treated. I know that when I face an unexpected problem in completing a task for a client, I turn off the clock. Just like when I am writing and I find I’m not happy with a certain sentence or a word… the clock gets turned off until I’m happy with the result. I reply to all emails in a timely manner and, furthermore, I complete all projects before deadlines. I know I treat every project as if it were my own and a direct – rather than an indirect – reflection of my business. I know that I offer suggestions to my clients for making improvements if I feel it’s relevant and if it will be well received (or at least not perceived as me stepping over the line). I know that I’m pretty flexible with my schedule and my billing (hey, if mid month works better for you, why should I complain?). I know I always send a gift of appreciation around the holidays and acknowledge birthdays. I also know that I have become friendly with every one of my clients, to the point where sometimes we stay in touch even after they’ve retired.

These are just some of the things I know about my customer service skills.

But do my clients know? Do they even notice any of the above? Do they care? Is there something they think I should be doing, that I’m not?

Well, I intend to find out.

Thanks for reading!

Kimberly

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My best year ever – coming right up!

I’m so excited to see the beginning of 2011! I’ve spent a lot of time, energy and money during the last quarter of 2010 all in an effort to make 2011 my best year ever! I’m motivated and eager to move forward with the changes I have made in my business and personal life… so much so that I find it hard to go to sleep at night! I just want to stay up and do, do, do because I have many ideas and new strategies I am eager to implement.  This is probably how I used to feel as a child Christmas afternoon with all my gifts spread out before me, trying to find the time to play or use them all. Yes, it’s overwhelming, but it’s a good kind of overwhelm.

So if you’ve been paying attention, you’ve already noticed some of the changes. But there are more on the way! Some you will see and some you won’t, but they’re all good.

I’ll close with a phrase I borrowed from a friend on Facebook and modified to suite me:

My year shall be filled with harmony, balance, intuition, creativity, compassion, sympathy, service, justice, responsibility, appreciation, success, and love!

Thank you for reading,
Kimberly J. McCloskey

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The Niche-Switch: The Ability to Change 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 ingrain 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

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The Unveiling

Greetings… and welcome to my new website devoted to the fresh and innovative direction my virtual assistant business is now taking. I’m proud of, and excited about, the changes I’ve made (and continue to make) both within my business and the design of this site. Whether you’re a long-time follower or a new-comer, my hope is that you see and feel the real me… and like it.

I would be honored if you took a moment or two and shared your opinions in the comments section below. Constructive criticism is allowed, but favorable remarks are preferred! :-)

Thank you!
Kimberly J. McCloskey

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Needful Things List

Needful ThingsAnd 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!

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