How to Retain Customers in A Remote Selling Environment

The year 2020 saw a major shift in workplace conditions and priorities in favor of remote working. In terms of sales, there has been a transition to remote selling, and salespeople have had a change in the way they engage customers. However, remote work is not a new concept and 65 percent of companies globally have now turned their attention to remote working. In remote working environments, employees are finding themselves more productive and organizations are reducing costs due to remote work.

However, if you are selling remotely, there has been a lot of changes in the customer buying experience, leading to a rough time retaining customers. Here are a couple of ways to improve customer retention while selling remotely.

Reduce turnaround time on sales

Lack of instant feedback will in most cases lead to customers not being able to find quick answers on what they need and will lead to them shunning your business. You need to set up mobile and desktop notifications for new messages from your customers. Doing so will help you respond quickly to customers and they will feel assured everything is working right.

 

Re-engineer your customer engagement

Once a lead has been nurtured in your pipeline, you would have them enrolled straight into your nurturing platform. This platform would mostly be a CRM. Be sure to have your CRM always updated and all leads followed immediately to be acted upon. Additionally, ensure you keep your leads engaged with relevant content across all your channels. Note that emails you send, especially during this time, will have fewer engagements, so there is a need to re-strategize.

 

Enable quick decision making

As a sales leader, you should empower your team with what they need to ensure they can make decisions on behalf of your company without a lot of bottleneck or sabotage.  Note that engagements and support tickets will take a little longer to get resolved. Never rob your customers the chance to serve you when you need more time to deliver on tasks. Shorten the wait time.  you are serving a global market, be keen on the differences posed by geography and time zones.

 

Always under-promise but over-deliver

At times, you may want to inflate claims and promises on a product for the sake of making a sale. While this might slightly work in a short time, eventually you will find out it is not a suitable practice. Finally, you will end up underwhelming your customers and decrease any likelihood of delighting them.  This can be largely the case especially when communicating remotely and reactions will not be well conveyed through messages.

Once you have managed to delight your customers, you should enable them to contribute towards your success. One way of going about it is by requesting them to write reviews and testimonials about the experience they have received interacting with you. Make them feel a sense of ownership in your company by appreciating them and giving them a chance to voice out how they felt doing business with you.

 

Cost-Effective and Practical Passive Recruiting Strategies

Passive recruiting is a useful method for reaching out to potential talent in different fields especially when actively looking for new positions. Because of the nature of passive recruiting, it needs to be done in a seamless way that eliminates all kinds of complications. Most of the ways businesses use when practicing passive recruiting can be capital intensive. Other methodologies may be challenging to implement.

However, there are some methods that are both affordable and practical and can be used in achieving your business goals. If you want to see success in your passive recruiting, practice the following techniques.

Maintain a great reputation

The best way to attract great talent before others have a chance to build relationships is through maintaining a great reputation. Great talent has the desire to work for companies that respect people and have an exciting vision. The best way to attract this talent is to ensure your team is sharing what you are doing and are excited about the networks you are creating.

Teach interns how to source talent

Hiring interns can present one of the great ways to save on cost, while also getting a great talent in place to help you deliver on your mandate. When you hire interns, you get the opportunity to have low cost, smart and enthusiastic people who are ready to build pipelines and play diverse roles. They are also great at nurturing candidates and making them understand what your company needs.

Create a referral program

A referral program within your organization can be a cost-effective approach when it comes to passive recruiting. Many of your employees will have extensive professional networks of candidates they can turn to, who are a great fit for your company. It can also be cost-effective because your existing engaged employees can articulate your company culture better than anyone.

Develop a targeted approach

The more targeted your approach is, the better you will be in attracting talent. You need to figure out the single most important capabilities you are after a certain role and work towards ensuring you get people who are most suited to fill that role. You can also work with experts and vendors who are most suited to deliver on your mandate.

Be visible online

Another great way of attracting talent is by being visible on online networking platforms. Platforms such as LinkedIn can help you reach hundreds of individuals without committing your funds and other resources on recruiting. work on your brand awareness and marketing to ensure you are fully visible. Afterward, work on fostering good relationships through though leadership and supporting others who connect with you.

If you have hiring managers, consider offering them sourcing training. This should be the case especially for employees who can’t afford to hire experienced sourcers. When you provide your hiring managers with sourcing training, you can also teach them the skills they need to target passive candidates. unlike active candidates, note that those not seeking employment will not respond to job ads.

Tips for Providing Excellent Customer Service

 

Excellent customer service is much needed in businesses to facilitate the creation of loyal customers who are willing to refer your business to their friends and family. To provide excellent customer service, you must start by having a genuine desire to delight your customers. Most importantly, you should think beyond selling your products and services. You need to consider the cumulative experience your customers will have, once they visit your website or store, in terms of what they think and feel, and what you can do to make the overall experience better.

Here are some sure ways to up your game when it comes to offering excellent customer service.

Know your products and services

To provide good customer service, you must know what you are selling inside and out. Ensure you and all members of staff who have to interact with customers know how your products and services work. Beware of the most common questions customers ask and have answers at your fingertips. Ensure you have a way of articulating your answers in a manner that leaves your customers satisfied.

Be friendly

Excellent customer service starts with a smile. When you are in a face to face conversation with a customer, start with a warm greeting as the first thing customer sees and hears when they ask for help. Even in situations when you are handling customer service via telephone, ensure there is a smile coming through your voice, and at all times, be friendly.

 

Say thank you

Gratitude is very memorable and can go a long way towards reminding your customers why they shopped at your store, or why they decided to do business with your company. regardless of the type of business you are operating, it is important to say thank you after every transaction, as it acts as one of the easiest ways to start a good habit of customer service.

 

Train your staff

It is very important to ensure all your employees are properly trained in customer service. Never perform training on a select number of employees and leave others pending. Your employees should understand how to interact and handle customer queries and how to present themselves in a professional manner. Provide employee training that gives your staff the tools necessary to carry out good service that leaves a positive customer experience.

Show Respect

customer service can be entangled in so many emotions. It is important to ensure you and others handling customer service can conduct themselves in the highest level of professionalism by being courteous and respectful. At any given time, you should never let your emotions overtake your desire to see a customer walk out from your store happy. Additionally, you should always ensure you attentively and actively listen to your customers. Hear out what a customer has to say, both verbally and non-verbally. Watch for any signs of information being passed through body language.

After listening to what a customer has to say, be responsive, and show a genuine desire to help. All customer issues need to be resolved amicably and in the shortest time possible.

How to Incorporate a Business

As anyone who has ever owned a business and they will tell you incorporating is a big step in any business process. Lenders, vendors, investors, and other stakeholders are more likely to take your business seriously if you are incorporated. The process of incorporating a business will slightly differ from one state to the other. It will be depended on which state you are doing business in and what type of business you will be building.

What is incorporation

Incorporation entails a process of registering your business as a corporation. Normally, corporations are controlled by three different parties – which are stakeholders, directors, and officers. Shareholders are owners of the corporation and this happens after they purchase stock. They then set up a board of directors who decide on matters of management and policy. The board of directors will be responsible for appointing CEO, CFO, secretaries, and other members who are tasked with the mandate of running the corporation daily.

There are different steps business people can use to incorporate their businesses.

Comply with licensing laws

The first step towards incorporation involves complying with licensing and zoning laws. Most businesses will not need any permits or licenses to operate, especially those in regulated industries such as food and healthcare. You only need to ensure you comply with local laws so that you don’t have to worry about your establishments being denied operating license.

Conduct a business name search

The next step is to ensure you have a unique name for your business. You will not be allowed to use the exact name as another incorporated business in your locality, to ensure there is no confusion to customers. In most cases, the state will host online name search directories to ensure members search for their preferred names.

Draft articles of incorporation

The next step is to draft articles of incorporation. Also known as certificates of incorporation, it includes documents you have to fill with the state to create a corporation. It contains business names, location, number, type of shares as well as addresses of registered agents. It can be a simple two-page document that provides an explanation of the corporation’s purpose, name, and address of the people who will serve on the board of directors, name, and address of the officers for the corporation, and how long the corporation will last.

You will then need to file articles of incorporation with the state. You will be expected to pay a filing fee of about $500 at this stage. Additionally, you can decide to go through the state’s website and follow the filling procedures that will be described there. You can also make use of online incorporation services so that they fill all those details on your behalf. These companies can be very useful in helping you draft the articles of incorporation and filling at a fee.

You will then be required to come up with corporate by-laws, in a document that lays out how your corporation is structured and managed.