Customer Service

October 28, 2020

Tasty, Customized Solutions — How I Work

Just wanted to share some insights into how I work and what you can possibly learn from it, especially if you’re a business owner. “Take what you need and leave the rest.” I love this idea from the recovery community because sometimes, we can get hung up on doing things by the letter of someone else’s idea of what works. And it’s something I’ve been thinking about lately in terms of my own business. For example, today I decided to take down my content creation packages. If you go to my services page now, there are no submenus. I have always sold based on what my clients need — and that is always bespoke and customized solutions. Conventional Advice May Not Work I had one (former) toxic mentor and one (current) supportive mentor suggest that I create these packages. And, it made sense at the time. I was excited to create services that I know people need. But none of them sold. OK — technically, one package did sell in an exchange for other mentoring services. But it was still customized! It can be really easy to blame myself, and sure. Maybe the value wasn’t clear enough. Maybe I wasn’t fully tuned into my ideal audience. And it’s true — I wasn’t tuned in enough because they typically don’t purchase this way. What Are Other People Doing? If I look at other colleagues and see how they sell their services, I typically do not see any packages. They sell services […]
February 20, 2019

Watch Your Tone When You Have News to Share

But when change happens, it still takes time to adjust – even when it’s good change. Take, for example, changes that happen in a business. You may need to raise your service rates or the cost of your product. Or, your business may have been acquired by another business. Or, you may be phasing out another product or service. Lately, I came across the following three emails from companies announcing changes. I found issues with the tone of these emails and how I was addressed as a customer. Email #1: On second thought… I use this app for my invoicing and contracts, and it had been acquired by a larger company a while ago. They were very excited about the acquisition because they touted this app to be “free forever” because of the merger. OK, cool. Strange, but cool. Fast forward to about a month ago, I get this email. It is so cheery sounding and self-congratulatory. I’m grateful for all the enhancements and upgrades, but apparently, that’s the motivation or reasoning for the change: This app is no longer free. And if you look at the thread of comments under there, you’ll see how people feel about this change – not very happy! To go from “free forever” to $18/month is not the kind of change that people will handle well – especially as freelancers. It’s a big jump in pricing! In retrospect, I would say that a merger making things “free forever” is highly suspect. But either way, […]
February 19, 2019

How Your FAQs Can Help Customers Find You

Don’t discount those frequently asked questions that come up in your business! The other day, I was talking with a friend about a DIY project she had going on at her house. She needed some sort of specialized tool or technique, but she couldn’t find it online. And that’s my first stop if I don’t know something. I tend to look online on sites like YouTube if I need to know how to do a certain task. Gone are the days of trudging to the library to look for hard-to-find knowledge (hallelujah!) because now there are billions of videos on how to do mostly anything. The same goes for blog posts and articles. Even AI assistants such as Alexa and Siri help us to answer our everyday questions. People are always searching for how to do something. But sometimes, they’re not able to find it. My friend ended up calling a local hardware store and the owner replied that they received calls on this particular concept all the time. Surprise! She found one of their frequently asked questions! We’re all used to the FAQs on websites, but do you have a business where a FAQ isn’t necessarily about what you do as a business, but more about a particular skill or tool you have? If so, this is an opportunity to use that frequently asked question as a way to market your business by helping your potential customer. If it’s a simple task, consider writing a blog post about it. […]