In this post, I’m going to show you a smart way to get more 5-Star Reviews. Getting more positive reviews is a critical marketing component your independently-owned restaurant (or whatever business you’re in).
Getting more positive reviews will make your ads pull in more customers. Do you advertise? Every time you spend money on advertising, many of the people who see your ad will check out your reputation. They’ll go to sites like Yelp, Google, Trip Advisor, and Facebook to find out what people are saying about you.
The technique recommended in this article will help you get more positive reviews while also helping you build customer loyalty.
The best customers to ask for a review are the ones who join your “Specials & Coupons” email newsletter. How do you get people to sign up for your “Specials and Coupons” newsletter?
Make sure every adult patron of your restaurant receives the opportunity to fill out a form like this one. You can leave a small stack of them in a tray or a business card holder in the table, or you can have your server set some on the table with a pen toward the end of the meal. You may want to have the cashier bring up the subject if your customers pay at the cash register. Th point is:
If they fill out the card, it’s because they’ve had a satisfactory experience. If this is the case, then they’re a good candidate to leave a positive review.
You’ll need to get an assistant (you can get someone for minimum wage or less) to send out an email the same day (or the next day-sooner is better) and send something like this in an email:
Dear Mr. Smith, thank you for signing up for our “Specials & Coupons” Newsletter. There’s a coupon waiting for you at the bottom of this message! We’re looking forward to serving you again soon. Mr. Smith, as a family-owned restaurant, it’s especially important to have a good reputation on the internet.
Every 5-Star review we get on Google, Yelp, Trip Advisor, and Facebook can meaningfully help potential customers find out about our restaurant. If you would spare 5 minutes to leave us a positive review on any of these websites, it would be a huge favor to us. We’ve made it very easy.
Just click on any (or all) of the links below to leave a review. If there’s any reason you think we don’t deserve a positive review, please reply to this email and let us know so we can address the situation. -Respectfully, Joe & Josephine Owner
Get the link to your profile on each one of these popular “review” sites and link directly to them right from your email. (I also advise you to create a Review Us page on your website.)
Eliminating negative reviews from the sites listed here ranges from difficult to impossible. The best remedy for bad reviews is 10 times more great reviews. More great reviews will raise your average review rating. They will also bury negative reviews.
Equally important is, lots of great reviews will generally push you up in the search results so people will find your restaurant online even if they don’t already know you exist.
While you’re in the process of improving and building an incredible online reputation, you’re also building a permission-based contact list. You have fans, and you have friends. These folks have freely given you their contact information in return for a promise. The promise that you will keep in touch to let them know about your specials and coupons! Imagine…a giant list of people who have raised their hand and said, “Yes. Send me your advertising!”
Keeping in touch with your customers is good business. This is especially true when they have requested it. This article will explain why building a customer contact list and keeping in touch is so important and so valuable to your business now, and in the future.
Permission-based marketing is when people have given you permission to send them your offers. If people have had a good experience in your restaurant, they’ll often give you permission to keep in touch, especially if you have a special offer for them. Keeping in touch is easy and cheap with email marketing automation. It’s also really valuable.
It’s not your customer’s job to remember you, it’s YOUR job to remind them you exist. When people give you their email contact information, they’re ASKING you to REMIND them. This is a gift.
You want to be remembered when the question arises: “Where do you want to go out to eat (or order take-out)?” Among ALL the choices there are (and new ones popping up constantly), it’s a lot easier to be remembered when YOUR restaurant shows up in their email inbox once a week.
Even when the customers on your list don’t open your email, they will usually SEE your name and subject line which reminds them of you.
Why do customer stop coming to a place? It’s SO important to keep in touch!
According to Dan Kennedy’s research (a well known marketing guru), we lose customers for the following reasons:
Of course, there’s nothing you can do about those who die or about those who move out of the area. But if you have permission to keep in touch with people, you can continue to keep in touch with a friendly message and an offer. Done with class, this will help you retain more customers, even win some back.
When someone fills out a signup form like the one pictured above, the information will need to be manually entered into an email database. This is about the only part that’s not automatic, but it’s not difficult.
A page on your website should be setup with a similar form or coupons. These can be setup to capture your customers’ contact information and automatically add them to your email database.
Email marketing technology allows us to setup emails in advance. Your email messages can be planned ahead to be sent on a schedule of your choosing-once per week, every other week, or once each month.
“But I don’t want to burden customers with emails.”
NONSENSE! Remember, this is a permission-based list. They have given you permission-they have asked you to send them your stuff. You’re practically under obligation! Besides, everyone on your list can opt-out which automatically removes them from the list.
When someone fills out a sign-up form Like the one above) after they’ve eaten your food, they’re telling you, “Yes. I’m satisfied with your food and my experience. I’ll be back, especially if you keep in touch with your specials, coupons, and news.”
Think about the possible lifetime value of this customer. Do the math: if you can get just 50 customers (with a party of 4) to come back in just 3 more times per year by keeping in touch, how much more revenue will you generate?
When you advertise with Groupon or in print (coupon mailers or local magazines), people will visit your website to take a closer look. If you have a page on your website called Specials and Coupons, people will opt-in to your contact list. Now, every time you advertise, you’ll not only get a bump in sales, you’ll also be building your list.
Building an Asset Which Makes Your Business More Valuable
When you send out emails, you’ll see a bump in revenue. You’ll be on a mission to grow your list bigger and faster. Not only will you generate more revenue, you’ll also be creating a new asset: YOUR LIST. Your huge list of customers (fans), is property-property which makes your business more valuable to you NOW and makes your business more valuable and attractive to a potential buyer.
ADVERTISING GETS PEOPLE TO MY WEBSITE > PEOPLE ON MY WEBSITE GETS PEOPLE TO SIGN UP FOR MY EMAIL > PEOPLE IN MY RESTAURANT GETS PEOPLE TO SIGN UP FOR MY EMAIL > SENDING EMAIL KEEPS PEOPLE COMING BACK MORE OFTEN > PEOPLE COMING BACK MORE OFTEN GENERATES MORE REVENUE AND HIGHER LIFETIME CUSTOMER VALUE > A BIG CUSTOMER CONTACT LIST INCREASES THE VALUE OF MY BUSINESS NOW AND IN THE FUTURE.
All the marketing and advertising you do can (and should) result in Inbound Marketing. Find out why this matters and how you can leverage this information to your benefit. Simple stuff, yet overlooked and widely misunderstood.
Inbound Marketing is described on Wikipedia mostly as in the form of online content, such as email, search engine optimization, and social media. It’s function is to generate interest with the intention to get people to seek more information by visiting a website or a physical location. Inbound marketing is more subtle than an offer, just as an informational brochure is more subtle than a telemarketing call.
I see Inbound Marketing a little differently for a traditional small business like the ones who advertise with coupons or Groupon.
When you understand inbound marketing, you’ll have a new understanding of the role your website plays in the success of your ads.
Watch this video to see what can happen when you’re not paying attention to your website.
The main goal of your Groupon deal or your coupon ad is to get new people to give you a try. A regular customer begins with the first transaction and repeat business is the ultimate goal. It’s what makes a business more profitable and revenues more consistent and predictable.
What happens when your ad hits the consumer’s kitchen table or they see your Groupon ad in their email? (Hint: It’s INBOUND MARKETING.)
If they’re interested in what they see but have never been to your place before, they’re going to your website to take a closer look. I truly believe most business owners don’t realize how many potential customers will look you up online, especially after receiving your ad. If you did, you would probably want to make some changes…RADICAL changes.
Surely you’re familiar with the term: You never get a 2nd chance to make a good 1st impression. Ask yourself, what do YOU think people want to know when they visit your website?
Focusing on the customer experience on your website is imperative. SO many people will visit your website but only a small percentage will do business with you. Small improvements can make a huge difference. If 10 out of 100 end up doing business with you, 2 more is a 20% increase. A 20% increase in new customer growth could be the difference between just getting by and wealth.
If they’re in the restaurant business, they want to see your menu, that’s a no-brainer. But if they would like to see some images of your food, or people eating your food, that would be better. Think about a Red Lobster commercial, visit the Home page of their website: photos of food and photos of people. You don’t have to be a mega chain to have a website that engages and compels people to come in, your one-location restaurant can do it too. Here’s a great example: Litchfield Salt Water Grille has a great-looking yet simple website and a fantastic About Us page (which I always recommend). Click the About Us link the the previous sentence to see a great job and poke around the site.
If you’re in the service business, they want to see YOU (or at least images of how you’re staff looks). For service businesses who come to the home, people want to feel safe and confident. Horizon Services does a great job with their website. Uniformed technicians- one greeting a customer, several showing them working on a repair job. If you’re a hair dresser, a massage therapist, people want to see what the outside and the inside of your place looks like. They want to see, you, your staff, and some satisfied customers’s testimonials (picture testimonials are better, video testimonials are the best).
I hope you’re inspired to take time out to plan your next ad or promotion, and to make your website a more important part.
If you’ve ever done a Groupon campaign or if you plan to do another one, OR of you’re advertising with coupons, you’ll want to get a copy of my short book, THE GROUPON SOLUTION™.
Download it free at https://www.smallbusinessu.org/grouponsolution In it, you’ll discover new ways to make your marketing produce a larger return on investment, gain more repeat customers, and make your business more profitable now and worth more in the future.
Keep your marketing fresh and interesting. Find topics here to perk up your website, your next outbound email or social media post.
Adopt a Senior Pet Month
Aviation History Month
Banana Pudding Lovers Month
Diabetic Eye Disease Month
Epilepsy Awareness Month
Family Stories Month
Gluten-Free Diet Awareness Month
Historic Bridge Awareness Month
International Drum (Percussion) Month
Lung Cancer Awareness Month
Military Family Appreciation Month
National Adoption Month
National Alzheimer’s Disease Month
National COPD Month
National Diabetes Month
National Family Caregivers Month
National Fun with Fondue Month
National Georgia Pecan Month
National Gratitude Month
National Home Care and Hospice Month
National Inspirational Role Models Month
National Long-term Care Awareness Month
National Family Literacy Month
National Novel Writing Month
National Peanut Butter Lovers Month
National Pepper Month
National Pomegranate Month
National Raisin Bread Month
National Roasting Month
National Scholarship Month
Pancreatic Cancer Awareness Month
Prematurity Awareness Month
PTA Healthy Lifestyles Month
Spinach and Squash Month
Sweet Potato Awareness Month
NoSHAVEmber (U.S. – Beard Month or Movember; Australia – Moustache Month)
Worldwide Bereaved Siblings Month
11/6 Sally Field
11/7 Marie Curie
11/14 Prince Charles
11/20 Joe Biden
11/20 Robert F. Kennedy
11/22 Billie Jean King
11/30 Winston Churchill
11/30 Mark Twain
Nov 4 – 10
National Animal Shelter Appreciation Week
Nov 12 – 19
World Kindness Week
Dear Santa Letter Week
International Fraud Awareness Week
National Nurse Practitioner Week
National Hunger and Homeless Awareness Week
American Education Week
National Farm-City Week
Better Conversation Week
National Game and Puzzle Week
Nov 21 – 25
National Deal Week
11/1/2018 World Vegan Day / National Men Make Dinner Day (No BBQ Allowed)
11/2/2018 National Deviled Egg Day
11/3/2018 National Housewife’s Day
11/4/2018 Daylight Saving Time Ends – First Sunday in November
11/5/2018 National Love Your Red Hair Day
11/6/2018 National Nachos Day / Saxophone Day / Election Day
11/7/2018 National Bittersweet Chocolate with Almonds Day
11/8/2018 National STEM/STEAM Day
11/9/2018 National Scrapple Day
11/10/2018 Marine Corps Birthday
11/11/2018 Veterans Day
11/12/2018 National Pizza with the Works Except Anchovies Day
11/13/2018 World Kindness Day
11/14/2018 National Pickle Day / National Educational Support Professionals Day
11/15/2018 Clean Out Your Refrigerator Day / America Recycles Day / Great American Smokeout
11/16/2018 National Fast Food Day
11/17/2018 National Take a Hike Day / National Adoption Day
11/18/2018 Mickey Mouse Birthday
11/19/2018 National Play Monopoly Day
11/20/2018 Universal Children’s Day
11/21/2018 World Hello Day / National Stuffing Day / Tie One On Day
11/23/2018 National Day of Listening / Black Friday / Buy Nothing Day
11/24/2018 Small Business Saturday
11/25/2018 Shopping Reminder Day
11/26/2018 Cyber Monday
11/27/2018 National Day of Giving
11/28/2018 National French Toast Day
11/29/2018 Electronic Greetings Day
11/30/2018 Stay Home Because You’re Well Day
If you’re not already a subscriber, get your Monthly Marketing Ideas Calendar every month FREE. Subscribe-CLICK HERE.
National Italian Cheese Month: “September is National Italian Cheese Month, and there’s no better time to celebrate the buttery, bold, creamy, crumbly and nutty Italian Cheeses that are essential to our favorite Italian fare.” Surely a fantastic topic to tie into an ad, email, social media post, or promotion, for any Italian restaurant or pizzeria.
Pulmonary Fibrosis Awareness Month
National Self-Care Awareness Month: Self–Care Awareness Month in is a time to remind us that taking care of ourselves, first and foremost, is essential. Self-care is often neglected in our everyday lives. This holiday can be used to promote fitness-related businesses such as Personal Trainers, Yoga Instruction, Massage Therapy, Chiropractic, Health Food Stores, restaurants with an emphasis on healthful choices, and restaurants wishing to promote healthy menu options.
Baby Safety Month
Better Breakfast Month
Classical Music Month
Fall Hat Month
Little League Month
International Square-Dancing Month
International Update Your Resume Month
National Blueberry Popsicle Month
National Chicken Month: Another obvious promotional opportunity for restaurants of all kinds. “Add chicken to your salad…, Chicken Wing Specials, All Chicken Dishes Come With…”
National Childhood Cancer Awareness Month
National Childhood Obesity Awareness Month
National Courtesy Month
National Honey Month
National Library Card Sign Up Month
National Mushroom Month
National Papaya Month
National Piano Month
National Potato Month
National Preparedness Month
National Rice Month
National Sewing Month
Save Your Photos Month
Whole Grains Month
National Suicide Prevention Month
9/5 Freddie Mercury
9/8 Bernie Sanders
9/9 Colonel Sanders
9/15 Prince Harry
9/21 Stephen King
9/26 Serena Williams
National Payroll Week
National Childhood Injury Prevention Week
National Waffle Week
National Days of Prayer and Remembrance
National Environmental Services Week
Line Dance Week
National Assisted Living Week
National Suicide Prevention Week
National Farm Animals Awareness Week
National Rehabilitation Awareness Week
National Keep Kids Creative Week
Child Passenger Safety Awareness Week
Active Aging Week
Sept 26 -Oct 2
National Fall Foliage Week
9/1/2018 National Tailgating Day
9/2/2018 National Blueberry Popsicle Day
9/3/2018 Labor Day
9/4/2018 National Newspaper Carrier Day / National Wildlife Day
9/5/2018 National Cheese Pizza Day
9/6/2018 National Read a Book Day
9/7/2018 National Food Bank Day / National Lazy Moms Day
9/8/2018 National Pediatric Hematology/ Oncology Nurses Day
9/9/2018 National Teddy Bear Day / National Grandparents Day
9/10/2018 National Swap Ideas Day
9/11/2018 Patriot Day and National Day of Service and Remembrance
9/12/2018 National Video Game Day
9/13/2018 National Peanut Day
9/14/2018 National Eat a Hoagie Day
9/15/2018 National Online Learning Day / Greenpeace Day / Responsible Dog Ownership day
9/16/2018 National Step Family Day / National Working Parents Day / Wife Appreciation Day
9/17/2018 National Apple Dumpling Day
9/18/2018 Air Force Birthday / National IT Professionals Day
9/19/2018 Talk Like a Pirate Day
9/20/2018 National Pepperoni Pizza Day
9/21/2018 National POW/MIA Recognition Day
9/22/2018 Elephant Appreciation Day / National Hunting and Fishing Day / American Business Women’s Day
9/23/2018 National Great American Pot Pie Day
9/24/2018 National Cherries Jubilee Day / National Punctuation Day
9/25/2018 National Comic Book Day / National Voter Registration Day
9/26/2018 National Pancake Day / National Women’s Health & Fitness Day
9/27/2018 National Chocolate Milk Day
9/28/2018 National Good Neighbor Day
9/29/2018 National Family Health and Fitness Day USA
9/30/2018 National Love People Day
Please read this important message about slow websites. Your website speed is crucial for search engine optimization and for a good customer experience.
Slow website speed is a drag on your customers’ time. User experience is crucial and a perception of the way you do business. These days, we expect web paged to load inside 2 seconds(literally). According to Alexa.com, a website which loads in 4.3 seconds is 88% slower than all websites worldwide. Slow to load = Bad for business. You could lose a potential customer before your home page loads!
Get a website speed test free, CLICK HERE.It takes less than a minute.
Website loading speed is a major criteria for search engine optimization. Search engines, especially Google, weigh “user experience” as one of the most important factors in SEO. Slow loading speed is a no-no and your website will fall in the search ranking against faster-loading sites.
One easy way to solve the problem of slow website speed is to move your site to a better host-a DEDICATED host. A dedicated host means your website is the only site on the server. This will be a little pricey for a typical small business website, BUT, if your website is responsible for converting new customers and real sales, it’s probably worth it. There’s other options-read on.
Most small business websites are hosted on the very cheapest hosting plans such as Godaddy, Host Gator, or Blue Host. These companies provide hosting on “shared” servers. This means dozens of websites and potential 1000’s of web pages, and tens of 1000’s of images, are hosted on a single server. Each of these sites are using and sharing the resources of the server. This causes slow page-loading speed. I’ve noticed this problem is getting worse.
A hosting plan on Host Gator can cost as low as $60.00/year but you’ll likely pay a bigger price in lost opportunities because your website speed will suffer. (What is a new customer worth to you, anyway?)
My best suggestion is to go with a Virtual Managed Server. This is what I’m using for my websites and recommending for my clients.
I have a big website for my wholesale business, Mazer Wholesale, Inc. We have over 5000 items, plus hundreds of additional pages, images, and videos on that site. When my site was half the size it is now, it began to slow down. Because my site IS huge, and it IS a money-maker for me, I gladly spend the money for a dedicated host. This host server has massive capacity and so I added a couple of my other smaller websites (formerly hosted on Godaddy) onto the Mazer Wholesale server. What a difference it makes.
Website speed is a major consideration if you want your website to show up high in the search results, especially on Google. Google puts a lot of weight on the user experience and therefore page load speed matters. A good website host will facilitate faster loading speeds.
My hosting provider and I are now providing website hosting on Virtual Managed Servers. This means we are providing website hosting to small to mid-sized websites. These servers have a large capacity but as a managed server, we keep the burden to a minimum so speed is at a maximum and never in jeopardy.
Images are often a major cause of slow page loading. Photos can be huge in file size, especially those which are uploaded directly from a digital camera. Photos can be reduced in size easily with simple image editing software which is sometimes pre-loaded on computers. I use paint.net. It’s a free download. If you need help with this, just ask. Images can also be compressed. Reducing file size by compressing them can be done on https://tinypng.com/
For help with any of this, just ask: go to https://smallbusinessu.org/askandrew/
If you’re using Google Ads (formerly known as Adwords), your results could be undermined and your costs increased by slow page loading speeds.
Managed hosting (with our program) also includes protection against malicious attacks (computer bugs and viruses can make make their way from computers, emails, and websites and into host servers. Nasty stuff!). Our servers are constantly being updated to protect against viruses.
Is your website HTTPS or HTTP?
HTTPS://www.websitename.com indicated a “Secure” website. The details are not important to understand. What IS important to understand is that if you don’t upgrade to HTTPS, your website will soon be dropping down, down, down on the search results. Visitors may even see a warning in their browser or pop-up which says, WARNING-THIS SITE IS NOT SECURE. To avoid this, your website needs an SSL certificate. In the past, this was only necessary for ecommerce websites (websites which sell products and collect credit card information). Now, every website need to be secure.
Our Virtual Managed Hosting Plan specifically for small business websites can combine an SSL Certificate for a discounted price. This is very important and if you act before your competitors, it could give you a competitive edge. Want more information about this? Just go to www.smallbusinessu.org/askandrew
This is a very important message to my clients and all subscribers to the information I share. This is a warning, an opportunity, and a call to action.
As a small business owner, you don’t need every last detail about the technology and the terminology of computer and internet-related stuff. In this post, you’re going to learn the reasons why your website needs to be https and why it needs to be done right away.
Simply, the ‘S’ in HTTPS means your website is secure. This was important mostly for ecommerce businesses who made sales and collected money online, but now it’s important for every website. Why? Because as of August 2018, Google is warning people when they visit websites which are not secure.
NOT SECURE. Wow…that’s kind of harsh, right? You don’t want people seeing THAT when they visit your website. They may be inclined to get the heck out of there! But this isn’t the most important reason to acquire the security of HTTPS for your website.
Google already favors secure websites (those with HTTPS) in search results. Websites without HTTPS (HTTP only) will fall in search ranking as more of your competitors acquire HTTPS. Get HTTPS quickly for a search result advantage over your competitors!
(For anyone who wants more info about HTTPS VS. HTTP, Wikapedia has some details and there’s no shortage of information on the subject.)
This is another warning sign your website visitors may get when they visit your website. This adds up to disaster. If you don’t have a secure website indicated by HTTPS, you stand to lose both new and existing business.
There are still a lot of websites which have not yet been converted to mobile-responsive website. This is also an online marketing disaster. Both have the effect of providing poor (or zero) service to your customers or perspective customers and both have the effect of destroying your ranking on the search engines making it difficult to be discovered by potential customers who may be looking for a business like yours, especially if they don’t already know you exist.
If you’re reading this and you don’t have the SSL Certificate (the thing which makes the HTTPS on your website), we can help you with a fast and affordable solution.
Time is of the essence if you want to take advantage and get your SSL Certificate for your website before your competitors.
Having trouble making sense of Facebook to market your small business these days? Here are a few good ideas to get your business noticed on a small or $0 budget.
You’ve heard about using OPM (Other People’s Money). With Facebook, you can use OPA: Other People’s Audience. I’m specifically talking about the Facebook friends of your customers and employees.
Consider enticing your customers to do a check-in when they come to your business. With an average of over 338 Facebook friends (some have way, way more), a check-in could reach dozens of a customer’s Facebook friends. They see your customer’s name, the name of your business, and even a map showing your location.
A check-in gives your business credibility, similar to an online review. Your business is “worthy” of a check in…like a seal of approval. This kind of advertising is very valuable. It’s also free. But I strongly recommend an ethical bribe, like a discount on a product, or something free. Pile on the check-ins every day!
Bonus Tip: Make it a Selfie! Encourage your customer/guest to post a photo of him or herself included with the check-in. This gives the post more visibility.
Scrolling through the Facebook feed, you’ll notice almost every post you see either has an image (photo) or a video. Facebook knows people pay more attention to posts with this type of content. I recommend posting photos and videos of your product, your services, or your food. Explain the photo or video in words in the post. These posts will usually get pretty strong visibility, PLUS, the words you use in your post becomes searchable content. Yes, Facebook is a search engine in its own right. Facebook users search for content in the search bar at the top of the Facebook page.
Bonus Tip: Get your customers to be a part of the demonstration. Tag them in the post and/or encourage them to use the photo with their own check-in.
Most, if not ALL your Facebook posts should have readable content and a link back to your main website. The link should carry the Facebook user to a page specifically congruent with the message on the post, and an offer to select a coupon and leave their email address…and perhaps an offer to buy something right then and there.
These aren’t the only good ideas, of course. Have any good ideas of your own to share? If you do, just leave a comment at the bottom of this page.
So today I’m going to talk about firing customers. Sometimes you have to fire customers, and this is a delicate situation, but it is also very important. I fired a customer today, customer of my wholesale business, because he was wasting too much of my time. I don’t take a big thrill in this, but sometimes, it’s necessary.
Have you ever been in the situation where a customer who’s costing you way more in time and aggravation than the customer’s worth? If so, it’s a real good reason to fire that customer. Of course, you have to do it in a tactful and gentle way. In this particular case, the guy was a very small customer. Don’t get me wrong, small customers are okay. I like doing business with small customers too. Sometimes when you’re not busy and you get one of those small orders, it’s better than nothing. But this guy always required a negotiation over a couple of boxes of trash bags and negotiation over an already inexpensive item and he doesn’t even need to order a lot of them. So anyway, he wants to negotiate, ask a lot of questions, ask why is the price is higher than the price from 2 years ago.
I actually think this guy is a very successful, actually. He’s not stupid. I believe this because I have an idea of where he lives in a very affluent neighborhood. I think he’s pretty well to do. But when somebody is costing me, hours or more to process to finalize and process a small order and he’s taking up that much time for me, it’s really taking away opportunity cost. When somebody takes you away from other opportunities, you can lose valuable time your could be doing something more valuable or productive. I’d be better served taking 20 minutes to meditate than 20 minutes to go back and forth with this guy’s emails, questions. and special requests. So when something is that aggravating to you and takes away that much opportunity that you could be doing something more productive than it’s, it’s wise to gently get rid of the problem.
You don’t want to do it in a way that the guy ends up giving you a bad review or, or blabber mouth into people. But generally speaking, you’re pretty safe in doing this as long as you don’t become belligerent about it. I’ve fired people before that were just, a real pain in the neck and made life and business miserable.
This even applies if customers make your employees miserable. Protecting a good employees from the pain of dealing with a bad customer will nourish your relationship with them. Don’t be afraid to get rid of those customers who are pulling you or your people down because it’s also pulling your business down, and pulling the life out of your day.
If you’ve been thinking about firing customers before, if you’ve ever been on the fence about it, it’s okay to do it. Just be gentle and thoughtful about it. Be as polite as possible.
I’m Andrew Mazer for Small Business U. You check out our blog and sign up for our The One Good Idea Newsletter for more ideas about marketing, management, motivation, and technology. See you next time. Tell a friend.
I don’t know who said it first, I think I heard it from Joe Polish. The saying is, “Marketing is everything and everything is marketing.” In this case, marketing is what happens when the bill has been paid and the transaction is completed. Praise goes out to the retail store, Five Below, for listening to my complaint and responding with speed and sincerity.
Hi, I’m Andrew Mazer from small business university where the philosophy is one good idea can change your business and change your life. I’m going to tell you a quick story today about something that happened last night after I got The High Impact Marketing Newsletter by Mike Capuzzi. I’m a member of his high impact marketing club and Mike is a friend of mine and a very good marketing brain. His stuff is really, really good. And when I get the newsletter I try to set aside some time to go through it right away. It’s several pages and it’s very, very valuable. So I decided to take the kids out for water, ice and bring the newsletter with me, and while they ate their water ice, I’d sit on the bench and go through some of the newsletter. And so the kids decided that, since Five Below, a discount store that has mostly a kid’s stuff in it, they decided to trade their opportunity for water ice to go to Five Below and get a treat there.
So we walked over to Five Below and , my daughter picked out something and, my son changed his mind, decided to go back for water, ice. But anyway, we got to the counter, the guy took our money and , gave me the change in the receipt and that’s it. No, “thank you.” And that is like my biggest pet peeve, I think, whenever I go to a place and they don’t say thank you when they take your money…when they take my money, it really, really pisses me off. I mean, every cashier, every owner, every manager should train their cashiers to say thank you. And it really makes me crazy when the owner doesn’t do it. But it’s crazy. You’re supposed to. I mean, they look at you like you’re supposed to thank them for buying something at their store. Man, that drives me nuts.
And the real irony is that Mike Capuzzi was talking about mistakes. Look at the headline, Do You Make This Mistake in Business? And he talks about a bunch of mistakes that people make in their business.
This is like the one that I hate the most-when people don’t say Thank You. So it was really ironic that this newsletter came at the same afternoon I had this experience. And so, when I got home I went onto the Five Below website and I just had to get it out of my system. So I dug in and I found a place where I could contact consumer affairs desk or, or whatever they call it. And I sent an email and I told them that I must have been in their store 50 times, and I don’t think anybody ever said thank you when they took my money.
I woke up early in the morning, but by 8:30 in the morning I got an email back from Five Below and they were sincerely concerned about my experience. And they said, thank you for bringing this to our attention. And if you would please let us know where you shopped last night or if you usually shop at different stores. Let us know more about what happened and we’ll see if we can fix up that situation. And I told them that, I always go to the same place. I’ve been to other stores, but I can’t really put my finger on that, on the locations, but I’ve been to this store before. I told them where it was. The lady got back to me and she says, “There’s a gift certificate in the mail for you for 25 bucks.”
Now I didn’t do it for the gift certificate. I’ll take the gift certificate, but it didn’t do it for the gift certificate. And I’m not telling you to do it so you can go get a gift certificate. But I’m telling you that number one, if you’re in the restaurant business, the retail business, any kind of business, were you dealing with the public…if you don’t take a moment to make some eye contact and say thank you or send a thank you email or a thank you card or something, you’re leaving something on the table. I think a lot of people may be numb to it now. They don’t even expect a thank you. So even if you do give a thank you and they’re not expecting it, you’re a leg up on most other businesses out there, so I highly recommend you do everything you can to thank people for giving you money.
Okay, so please, business owners get with it. The least you could do is say thank you when somebody gives you a piece of business.
I’ll give another shout out to Mike Capuzzi and The High Impact Marketing Letter. Give it a try. If you’re in business, you’re going to learn some valuable stuff and surround yourself with more smart people and great business ideas. Learn about The High Impact Marketing Club at https://club.mikecapuzzi.com/
I always say one good idea can change your business and change your life. And this newsletter is always full of good ideas and just being in Mike Capuzzi’s world will definitely introduce you with a bunch of good ideas. So that’s it for today. I hope you enjoyed this episode. Sign up for The One Good Idea Newsletter so you never miss a valuable article, video, or idea. www.smallbusinessu.org . Check out the blog and catch you next time. Thanks for watching and reading. Share this with a friend and on your favorite social media spot.