NEXT CHAMBER COLLABORATIVE IS WEDNESDAY DECEMBER 5, 2018 - THE TIPPING POINT WHEN THE PROSPECT SAYS - WHY WOULD I NOT JOIN THE CHAMBER?
DON'T MISS THE NEXT COLLABORATIVE ON WEDNESDAY DECEMBER 5, 2018: Luis Hernandez (our show host) will be discussing the difference between “feature and benefit” selling versus “emotional” selling, buyer personas and why it is so important for us to really understand our customers/members better.
After that we will present the question and ideas about "WHERE IS THE TIPPING POINT" when prospects begin to say why would I I NOT join the Chamber? We will also open up a discussion on the Chamber setting up a second level of membership that could offer the biggest return for the member and Chamber.
As our Production Team attempts to complete your Premium Production Member's buildout we run into roadblocks at times. If a member has no email address in your Member Database we have no way of communicating with the member. In addition your member will not receive information about prospective customers.
If your member does not have a website that we can gather information about their business or organization, we ask them to submit information at PremiumEntrance.com. In many cases members do not respond to our requests. When this occurs we ask Chamber Staff to encourage their members without a website to visit PremiumEntrance.com and submit the short form. This will help us to complete your entire member community in a timely manner.
The Holidays are the time for giving - what better time to include a 'Donation' feature to an Event Registration. Add a donation for a local food or toy drive. In Event Registration after you set up your packages, you can add 'Custom Fields'. One of the types of custom fields in your system is 'Open Donation' choose this, add a title and instructions if applicable and you are set.
process to create Newsletters In advanced email Editor - then how to obtain a system Link to display newsletters on your website
When you access the Advanced Editor in the Broadcast Email Message module, you will see
'Adv Editor Categories'. Click there to add, edit or delete categories.
When you create a message in this case a newsletter, you will select the 'Newsletter' category, check the box to 'Publish as Newsletter' and enter a 'Publish Date'. Then proceed to create and save your newsletter. You can send it out as you do with other Broadcast Emails. In addition you can display this and all newsletters you create in the same fashion on your website.
Access MMS Configuration - System Links - item # 26 Broadcast Email Module - there you will find a unique link that you can place on the desired website page. This will display all the newsletters you create so the public can read about Chamber News for months and years to come.
Surveys aren’t the way to good customer service. They might’ve been five years ago, but they’re being used with such an annoying regularity that no one wants to take part in them. But how do you improve your business’ customer service if you don’t know what your customers want? Trust us. There are other ways. Here are a few things you need to ditch in order to begin providing better service.
As I just mentioned, surveys are overdone in 2018. Call the bank, they send a survey. Get the oil changed in your car, survey. Everything is a survey these days. Sure, you can get people to participate through free goods and discounts, but no one wants to waste time telling you how to do your job.
Try this instead: try one-question, emoji-style ratings when you send a follow-up email thanking them for their business. Smiley face or sad face. Or use a clickable star rating the way Amazon or Goodreads does on their reviews. Then give them contact information to a real person if they have more to say. They can rate you in a second as well as ask for a follow-up.
Not Filling Empty Positions
When an employee leaves, there’s a time before you hire again while you’re searching for an ideal candidate. If that process becomes long and drawn out, co-workers are usually called upon to fill in the gaps. After this occurs for a while, management often thinks that position doesn’t need to be filled since everyone is managing fine. Unless you are making it worth the employees’ while financially, you are over-burdening the employee. Burnt out employees don’t provide good customer service, let alone excellent service.
Try this instead: as soon as the employee gives notice, begin the hiring process. As a preemptive solution, always have up-to-date job descriptions on file so there’s no time wasted writing them. Ask good employees for referrals. Fill that position or compensate the individuals who are taking on an increased workload.
Everyone working for you should know two things: what’s expected of them (including how they’re measured against those expectations) and how you expect the customer to be treated.If they don’t know these things, it’s difficult to do their job.
Try this: Give employees processes and missions to go by so it is clear to them to what degree your company believes the customer is always right. This empowers them to do right by the customer on a level that you support, even if you’re not available to ask.
If your employees are always making up excuses as to why something didn’t happen or why they’re not meeting expectations, your customers will grow tired of this. Customers recognize an excuse. Excuses never smooth over any of the ruffled feathers.
Try this: Ban certain language from your employees’ repertoire. Things like, “I’m new” or “That happened because X is new” don’t matter to customers. They don’t want an excuse. They want a solution. Make sure your employees are skilled at providing them.
Square Hole, Square Peg Thinking
Yes, protocols are essential to businesses operations but you also want your employees to be creative problem solvers. They should not feel hemmed in by rules that can never be bent. Sometimes, it is necessary to make allowances.
Try this: as mentioned earlier, let employees know how far they can go to do right by the customer. It’s important they feel empowered to act on the customer’s behalf.
“Not My Job” Mentality
The customer doesn’t care whose job it is. When they have a problem, they want it handled. There’s nothing more frustrating than an underling saying they can’t do anything or the customer being passed around the company explaining the issue each time.
Try this instead: even if the person answering the inquiry isn’t fully equipped to solve the issue, they should remain the main point of contact for the customer. The employee is the one who works for the company. They are the most skilled at dealing with peers and departments. Stay in good communication with the customer and allow one point person for customer convenience and relationship building. This way your customer will see them as an advocate for them.
If you want to start providing better customer service, think of the customer experience. Consider the things that bother you most about dealing with businesses. Then refrain from introducing those frustrations into your environment.
Christina R. Green teaches small businesses, chambers, and associations how to connect through content. She is a regular blogger for Frank Kenny who Chamber Nation purchases content from for our customers use.
We have added a scheduling feature to the text messaging module. When you enter your desired message you will see 'Scheduled Date/Time' fields. This way you can schedule a series of text messages to go out in the future.
Your membership organization (Chamber of Commerce) has invested in membership services so they can strategically help their members grow business. This is why we handle your setup, product and service documentation, mobile application, text prospecting, and search engine support.
Aside from this, we also provide your organization with a tool they can use to activate an easy way for you to request people to quickly review your business directly on Google. Normally people who are at your facility that have android devices, or google local operating on an iPhone, will be prompted to review your business. This is terrific for most of us, but what about all of the locals that love your business and have never seen that prompt?
We are going to be showing off this new tool at our next Chamber Collaborative - Be sure to register here for the next meeting.
You can also finish reading about the new Member.Reviews by going to www.Member.reviews
GO TO Facebook Forum
We answer Facebook Forum Questions Here so You Can Search Solutions at Anytime. Helpful for Chamber Staff and Their Members.