Blog Tag: kawartha chamber

Fifth Annual Fairy and Dragon Festival

The fifth annual Fairy and Dragon Festival was held this past Saturday. This free event took place at Isabel Morris Park and saw a great turn out.

Families full of fairies and dragons came from far and wide to partake in the festivities.

There was something there for everyone to enjoy with many local businesses and Kawartha Chamber members as vendors, as well as lots of the fun activities for the kids.

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Social Media and Online Marketing are Paramount for Business

IMG_1897_20-03-2019-11-23-34 (1)L-R Madeleine Hurrell, Mallory Graham, Heather Watson and Matt Stimpson

We hosted a Business Owners Sharing Solutions (BOSS) breakfast on March 20th with a panel of local business owners. At this session, our panel discussed how businesses can generate sales with social media and online marketing!

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4 Deceptively Easy Tips to Improve Customer Relations

Customer Relations

Good customer service isn’t something everyone is born knowing. While most of us have been customers the better part of our lives, many of us don’t take the time to stop and think what makes extraordinary customer service and what tactics build strong customer relations.

But we sure know bad customer service when we experience it.

That’s why it’s important if you want to offer your customers or clients extraordinary service and build on the relationship that you train your staff accordingly. And for the record, doing one’s job correctly is not extraordinary customer service. Stellar customer service is about going above and beyond, surprising and delighting, building customer relations with every choice.

Here’s how to make sure everyone on your team has a clear understanding of the level of service you’re expecting and how they can implement it.

But remember, before you shoot for amazing, you have to achieve competency. That means all of your team should be well-versed in the product or service and know the expected process or protocol with selling and set up. Once they have mastered the basics, they are able to progress to amazing customers and building relationships.

1. Be Happy to Be There

A disgruntled employee cannot provide excellent service nor can they improve customer relations. Encourage your team to come to you with issues involving their jobs before customers feel them through a negative attitude.

2. Smile and Be Welcoming

If clients come in to your place of business, always make sure they are warmly greeted. If customer interaction is all done through the phone, encourage employees to smile while on the call. Place a mirror in their workstation, if needed. A smile comes through in the voice. If service is all provided via the internet, consider implementing a system that allows customers to see your employees either through a webcam or as a facial image attached to all correspondence. Faces make everyone feel more at ease, show there’s a human on the other end, and makes building connections easier.

3. Listen and Anticipate

Listening to what your customers or clients really need is important and can alter outcomes. For instance, they may be buying a nightlight and may be asking about how bright it is. A salesperson can easily dismiss this question but the buyer’s intended use in this example is very important. Are they lighting the path to the bathroom for an elderly relative? Or are they trying to reassure a small child who is afraid of the dark? Understanding the why behind their purchase can help employees provide more assistance to customers and increase the upsell potential for complementary goods or services while building better relations by solving a problem for the customer.

4. Mirror Language

Most people want to be around others who are like them and understand them. One of the strongest ways to promote that feeling is through mirroring. Mirroring is about adjusting your body language and communication patterns to your audience. This is most often seen in dialogue and speech.

You can teach employees to mirror the customer’s words in conversation. For instance, if an employee is speaking to someone with a slow pattern of speaking, using a brusk, clipped tone can immediately place that customer on the defense. If, on the other hand, the employee slows their speech pattern to match the client’s, the client will not feel rushed. The same is true of words. If someone is using a very simple vocabulary, train your employees not to insert overly complicated language into the conversation. If they don’t, that customer may feel like the employee is trying to talk over them or belittle them.

When it comes to extraordinary customer service, there are many really quick and easy things you can implement that will make a big difference in how customers feel in your place of business and build better customer relations. Help your team master the basics of what you provide and how. Then help them become more welcoming and appreciative of what your customers do for your business. In today’s review-heavy climate, you can’t succeed without good customer service. Extraordinary customer service and relations begin where everyone else’s attempts stop.

 

Thank you to our 2019-20 Professional Development Sponsor, Lynn Woodcroft, Sales Representative, Royal LePage Frank Real Estate. Blog post written by Christina R. Greenblogger at Frankjkenny.com.

Emojis Are Tops For Business and Here’s How You Can Start Using Them

Emjois

Emojis are unbelievably powerful in business. In fact, you can increase your business’s click rates, open rates and overall engagement levels by using emojis. They’re a great form of communication and one you should be embracing (assuming a few things) as part of your business. Here’s how:

1. Customers

Emojis have been found to be very effective in customer communication, assuming your audience uses them and would be comfortable with you using them in the business you’re in. (Investment bankers who are taking care of people’s retirement accounts probably want to avoid these type of modern-day hieroglyphics.) Still, many over 40 are embracing this new “language.”

Not only do Emojis in subject lines drive opens, but they also take up much less space than words do. Emojis in social media posts work very well to drive interaction and interest. They quickly convey emotion and grab attention with their colorful faces. Simo Tchokni and researchers at the University of Cambridge Computer Laboratory analyzed social media posts and numerous metrics including follower details, like Klout scores. They found that emoticon features drove actions like clicks.

2. Employee Communications

Another way to incorporate Emojis into your business is in your employee communications. If you have a strong team of Millennials working at your business, it’s likely that you’ve already started using emojis in some of your communications within your organization. However, even if you don’t have a lot of employees under 35, you can still be using Emojis in your employee communications.

In a recent study that was released entitled the 2019 Global Intelligent Information Management Benchmark Report, 82% of employees believed their workplace suffered from poor communication. Part of this perceived poor communication is because of siloed information and departments not sharing it; however, another explanation could come from our reliance on email communication in conjunction with the average person’s non-confidence in written communications and an inability to read tone in writing.

Using emojis with employees can create a more jovial atmosphere, convey urgency and tone, and save time in communications. Plus, with the increasing shift to more casual work environments, emojis can be very powerful communicators. You can use them in email bodies or in the subject lines to influence opening.

Still, there are times when you shouldn’t use them. These include:

  • An invitation to a meeting of a serious nature
  • A complaint email
  • A professional behavior correction or performance improvement communication
  • Sarcasm or irony. Using an emoji to communicate something with the opposite intention. For instance, giving a smiley face when it’s really a very somber subject.

Keep in mind with the rise of social media, emojis are becoming a regular form of many people’s communication habits. It may be natural to encourage such use in the workplace.

So should you use emojis in the workplace? That depends a lot on your audience, the message you’re sending, and how you do it. There’s no law that says it’s appropriate or not. But if your business can have some fun without eroding confidence (again certain professions this is not possible–finance and medicine come to mind), it may be worthwhile to experiment with how it affects things like your open rates and calls to action. When it comes to your employees, using emojis can help you convey emotion and improve communication when used appropriately.

 

Thank you to our 2019-20 Professional Development Sponsor, Lynn Woodcroft, Sales Representative, Royal LePage Frank Real Estate. Blog post written by Christina R. Green, regular blogger at Frankjkenny.com.