7 Things You Need to Know About Selling Services

7 Things You Need to Know About Selling Services

7 Things You Need to Know About Selling Services

Let’s start with a question.

Does your business provide a service, rather than a physical product?

If so, you probably understand the challenges of getting prospects to see the value in what you offer. After all, it’s not always easy to explain the features and benefits of something that the prospect can’t see, right?

Well, what I’m going to say might be a bit hard to believe.

Selling intangible products isn’t as difficult as you might think it is. No really, it isn’t! If you use the right methods, you can get your prospects to see the value in what you offer.

This post will help you sell more effectively if you have a service-based business. When you put these tips into action, you will notice that your prospects are far more open to becoming your clients.

What’s the Issue?

The reason selling intangible services can be tough is because you don’t have an actual product that the customer can see. You can’t really show them how it works. Its features and benefits aren’t as easy to see.

This means that you need to be able to paint a picture that can get the prospect to see how your service will benefit them. That’s not easy. It’s like trying to describe what an Ewok is to someone who’s never seen Star Wars. You might be explaining it the right way, but you can’t be sure that the other person knows what you’re talking about.

Yes, I did just use a Star Wars reference.

The key to selling services is to focus on demonstrating that you understand your prospect’s problems. You also need to demonstrate that you know how to solve them.



Tips for Selling Services

Be the Product

If you’re running a service-based business, YOU are the product. That means you need to sell yourself just as much as you’re selling your service. You have your own features and benefits, don’t you?

If you want prospects to become clients, you have to get them to view you as someone who is reliable and trustworthy. You need to get them to like you.

You probably already know this, but people buy from those they know, like, and trust. It’s important that you work hard to build a strong connection with your prospects.

Before trying to sell, you should develop a relationship first. Build some rapport. Let them get to know you. The better you are at building rapport, the more you will increase your chances of closing more deals.

Understand Your Prospect’s Needs

Because you are the product, you have to know how to position yourself the right way. This means getting your customer to see you as their resource. You need them to see that you’re the one who can solve their problems.

If you’re going to solve their problems, you have to demonstrate that you understand what their problems are. You have to ask effective questions that allow you to get to know them as well as you can.

The awesome thing about asking great questions is that it doesn’t just allow you to get to know your prospect, it also helps you form a better connection. As your prospect tells you about herself, she will start to trust you more. It’s because you’re taking a genuine interest in her needs and wants.

Focus On the Outcomes

In the end, your prospect doesn’t care about the service you offer. They care about how it’s going to help them. They care about what’s going to happen after they hire you. You need to focus on outcomes.

Convincing your prospect to become a client means showing what life will be like after they start using your services. You have to get them to see how much easier things will be when you’re working for them.

Here’s an example.

Let’s say you’re a leadership consultant. You help companies make their leaders more effective. If you’re looking to gain your prospect’s business, you’re not going to spend a lot of time talking about the things you’re going to do. You’re going to talk about how much more efficient their teams are going to be. You’re going to talk about how much they will increase their revenue as a result.

That’s what your prospects need to know.

Focus On Feelings

Feelings are important. Why? Because emotion is what fuels most of our decision making. It’s true. We tend to make our decisions based on how we feel.

According to sales expert Jeffery Gitomer,

“The head is attached to the price, the heart is attached to the wallet. If you jerk on the heartstrings, the wallet comes popping out of the back pocket.”

If you can appeal to the emotions of your prospect, you will win the sale. This goes for any type of influence. In order to get people to take action, you have to get them to feel something.

Of course, in order to appeal to their emotions, you need to know what they want to feel. You need to know what they are passionate about. And you need to bring it up in the conversation.

You also need to know how to make your prospect feel comfortable, They want to feel safe with the idea of doing business with you. When they feel a sense of security, it will make them feel better about becoming your client.

Of course, this doesn’t mean that you shouldn’t appeal to logic. You still need to give logical reasons for why your service is right for your prospect.

Lastly, you can’t be afraid to show emotion yourself. No, I’m not saying you have to give a long passionate speech with a John Williams musical score behind you.

I’m just saying that it’s a good idea to show your prospects that you’re passionate about what you do. They need to know how much you love helping people like them. This type of emotion is what people can connect to.

Use Social Proof

Since you’re selling something that can’t be seen or touched, you need to find other ways to get your prospect to see the value in your offering. You must prove to them that you are worth the investment.

You need social proof.

In his book, “Influence: Science and Practice,” Robert Cialdini discusses the fact that people are more likely to take a particular action if they know that a lot of other people have taken it as well. If you can show your prospect that others have used your services and gained a benefit because of it, you will greatly increase your chances of earning their business.


There are a couple ways you can do this.

Storytelling is highly effective in this regard. You should always have a few stories at your disposal. These should be stories about how you were able to help other customers who are similar to your prospect. Tell them about specific problems you were able to solve. It’s an effective way to give a concrete example of what you can do for your prospect.

Of course, testimonials are also helpful. What better way to sell your services than to have your previous customers sell them for you?

Tony Pour, founder of SellMax found that using this method of social proof has helped his business immensely.

“Since we don’t sell actual products, we have to work hard to put our customers at ease. On our website, we have testimonials from previous customers who have used our services. This shows our prospects that we can deliver on our promises.”

When you’re marketing your service, always include a few testimonial statements from your satisfied customers. When prospects see these, it will put them more at ease. If your service worked for your previous customers, it should work for your prospects too, right?

Build a Brand That Differentiates Your Company

Building a strong brand is crucial to the success of any company, but it’s especially important to service-based companies. Again, since your prospect can’t actually see your offering, they need something to connect to on a deeper level.

That’s what a strong brand can do for your business.

Your brand is what will distinguish you from your competition. It gives your prospects a reason to choose you over the other companies in your industry.

Branding is about defining who your company is, and what it stands for. It’s massively important that you understand this. If you don’t define yourself, others will do it for you, and this won’t always work in your favor.

So what is a brand?

Jeff Bezos gives the best definition:

“Your brand is what people say about you when you’re not in the room.”

Determine what it is you want to be known for. Figure what you want others to say about you when you’re not in the room.

Here’s an important point to remember. Branding isn’t about the “what.” It’s about the “why.” Your brand is about why you do what you do. Simon Sinek says in his famous TED Talk that you have to focus on doing business with those who believe what you believe. Your beliefs are your brand.

Successful branding is about perspective. It’s your unique brand perspective that is going to make you stand out from the crowd. Find out what your unique brand perspective is, and work hard to communicate it to your audience. It’ll give you a way to connect with those you want to serve.

Conclusion

Selling intangible products doesn’t have to be too difficult. As you can see, most of it is about selling who you are. The great thing about this is that you’re already unique. There’s nobody else who is exactly like you.

When you are your authentic self, and you know how to get your prospects to like and trust you, it will become much easier to close more deals. Using the tips given in this post, you can build yourself into a product that people are excited about buying.

Author:

Small Business Trends

by Jeff Charles

We Do SBA Right!

SBA Working Capital Loan

up to $5 million

start-up, acquisition or expansion

working capital, purchase real estate, equipment, inventory, etc.

SBA Express Loan

$25,000 and $350,000 in quick cash

Revolving Line of Credit
or
Term Loan

SBA 504

Owner-Occupied Commercial Real Estate Financing

Up To 90% Of Cost

Competitive fixed rates

Amortizations from 30 years

Non-recourse

30-day closings

Get The Money You Need When You Need It

Fast Approvals * Fast Funding

Revolving lines of credit for professional builders and real estate investors and rehabbers.


Rates as low as 6.99% fixed

 5 year term

MAXIMUM LOAN-TO -COST- 98%

FEATURES

“Skip” monthly payments

Same day draws possible

Projects up to $4+ million

Contact Ebizmore

100% Funding

Transactional Funding

Buy and Sell Houses With No Money 

Earn Big While We Fund It

No Risk – Just $$$$$$$

Contact Us To Learn More

100% Funding for Wholesalers

Easy Double Closing Flipping

No Credit

No Financials

Proof of Funds Letter

CONSTRUCTION LOANS

INTEREST RATE

4.99 to 8.99%

No monthly interest payments (14 months)

MAXIMUM LOAN-TO-COST

90% (80% new borrower)

100% possible if land subordinate

FEATURES

Same day draws possible

Limited recourse available

Businesses and Real Estate Investors Who Want More Call Ebizmore.

The Fact is that 95% of Small Business was not Prepared for the Pandemic.

Our Clients Were!

More Than An Accounting Service!

Consultant * CFO *Partner

Your Success is Our Number 1 Focus.

Bank & CC reconciliation,
Accounts Payable
Accounts Receivable
Financial Reports
Payroll
QuickBooks catchup/cleanup
Invoicing
Compliance reporting
QuickBooks Online
Much, much, more.
+++Business Credit Builder

Save up to $24,000 per year!

Contact Ebizmore

Stated Commercial Mortgages

  • Up to 80% LTV
  • 560+ Credit Score
  • Purchase, Refinance, Cash Out
  • Lite, and No Income Documentation
  • 100k t0 $50 million +

Property Types

  • Multifamily
  • Light Industrial/Warehouse
  • Mixed-Use
  • Office
  • Retail
  • Self-Storage
  • Mobile Home Parks
  • Single Family

All Property Types

Ebizmore for all your investment real estate financing needs.

Learn More – Do More – Earn More with ebizmore

Learn * Download Forms * Submit

Register Now

or

An Article on Customer Experience That Actually Makes Sense

An Article on Customer Experience That Actually Makes Sense

Customer experience (CX) actually simplified. Here you’ll find straightforward answers to the most popular questions on the CX space.

This article is inspired by our own frustrations with getting to know the CX space. We too had to plunge into this mysterious world and learn to navigate it. Heck, we’re still learning. My point is, we know what it’s like to spend weeks, months even, looking for clarity on the right CX approach to only end up more confused by the endless information that’s out there on the topic.

Think of this content piece as the starting line of your CX journey—here you’ll find straightforward answers to the most popular questions. You’ll get clarity on the different components of this space, without getting lost in the details. (We publish new resources on the regular, so stay in the loop by signing up for our CX newsletter.)   

Our industry has done a fairly poor job explaining this new space. We want to fix that. So hold on to your hats—you might actually learn something about CX today.

What is customer experience?

This one’s easy.

Customer experience is how your customers perceive their interactions with your company.

What is great customer experience?

This one is not so easy to define. In fact, you’ll find many articles dance around this question. We’ll go into more detail below as to why, but for now, here is our definition:

Great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company.

Yes, you can steal that definition. We won’t mind.  

Why is customer experience important?

The short answer: Customer experience determines whether your organization succeeds or fails.

Think about the last time you had a great experience with a brand.

Now think about the last time you had a really bad experience with a brand.  

If you’re like most, you probably had a much easier time recalling a poor experience than a good one. That’s because a bad customer experience interrupts our day. We don’t expect it as consumers—we anticipate that brands will always meet our needs and wants. So when bad customer experiences happen, the news of it spreads on social channels and by word-of-mouth.

On the other hand, if customers feel they have a good relationship with your brand, they’ll stick around. Satisfied customers don’t look elsewhere for services or products, and they will surely miss you if one day you suddenly disappear. In other words, delivering great customer experience makes you irreplaceable. And being irreplaceable helps your company’s bottom line.

If you’re more of a facts person, here are some selling points:

  • Poor customer experience is costing U.S. companies $136.8 billion per year due to avoidable churn. (CallMiner)    

  • 73% of U.S. customers say CX is the key factor in their purchasing decision. (PwC)

  • 95% of customers have taken action as a result of one bad experience. (Zendesk)  

Why do companies struggle to meet customer expectations?

Various elements are needed to deliver great customer experiences (which we will go over in future articles), but the one that most companies seem to forget the most is an individual’s perception. It’s the element that is most personal and difficult to pinpoint. That’s because perception is often based on emotion and differs from person to person.

An Article On Customer Experience That Actually Makes Sense 3

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events—their upbringing, cultural background, motivations, and much more.

That’s why most companies struggle to meet the expectations of their customers. But once you understand this, the solution to delivering great customer experience is simple: relationship building. This means building trust with your customer, understanding their needs, and adapting to nurture that bond.

In other words, treat your customer like a person and not a persona. (Yes, it’s cheesy but very true).

What is customer experience management (CXM)?  

This term is often used interchangeably with customer experience program. That’s because, at least to us, it is the same thing. To be clear, we’ll be using CX program in this article.

Also, if you see this term on a CX solution’s website, you’ll find that its definition varies. That’s because companies define great CXM by the type of solution(s) they can provide. You can’t blame them for it, but it’s good to be aware of it. 

Anyway, we took the complexities out and came up with our own simple (and unbiased) definition for CXM:  

Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations.

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

For CXM to be successful, you need two components: real-time feedback (across the entire customer journey) and data analytics to close the gap between what customers expect and their perception of the experience that is currently being delivered.

What are the customer experience maturity levels?  

Before you launch a CX program, you’ve got to know which CX maturity level stage you’re currently in. Similar to other topics in the CX space, you’ll find different interpretations of CX maturity levels based on the source. However, below is the most commonly used scale: 

Stage 1—Ignore: Your company doesn’t view CX as a crucial competitive differentiator.

Stage 2—Explore: Executives in your company are keen on understanding how CX can improve your business. They start investigating what the organization needs to do to improve its customer experience.

Stage 3—Mobilize: Executives are on board with improving experience and begin to build a CX coalition team. At this level, you’re also working on developing a customer experience strategy.

Stage 4—Operationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy.

Stage 5—Align: Being customer-centric is the norm in your company at this stage. You’ve set structures in place to reinforce and maintain this CX priority. You do this through the hiring process, performance management, and incentives. Overall, your CX program is performing well, but you’re still running into some bumps on the road. 

Stage 6—Embed: Your company is delivering great customer experiences. This is possible because CX has been integrated into everyday decisions and practices. This is the North Star for CX professionals. 

What are the four pillars of a successful CX program?   

How do you keep your CX program from crumbling down? There are four pillars that serve as the stabilizing foundation of any customer experience program:  

  • Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. This means they operate consistently based on a clear set of values, holding themselves and their teams accountable for their particular ownership of the customer experience. 

  • Employee engagement: Employees have to be fluent in the company’s CX goal and strategy. They’re also empowered with the necessary tools and encouraged to actively contribute to the customer experience.

  • Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy. And your programs and processes should reinforce customer connectedness.

  • Customer insight: Customer data should be captured across the entire journey to identify trends, issues, and take action in real time. Those insights must then be immersed across the organization, activating all teams to improve customer experience.

How do you launch a CX program?    

Here’s the thing, there isn’t a secret formula that every company can implement and suddenly, poof! You’re delivering great customer experiences.

CX programs will vary by industry and particular business goals. However, there are four components that are not negotiable. Before we get to those, I want to be sure the following points are very clear:

  • A customer experience program lays out the plan to produce great customer experiences across the entire customer journey.

  • The goal of a CX program is to identify and analyze key CX improvement opportunities and establish long-term customer loyalty.

  • In order for the program to work, the entire organization must be on board.

Now on to the really important stuff—here are the four necessary components to launching a CX program:  

  • Voice of the Customer (VoC): A Voice of the Customer (VoC) program, also known as customer voice and Voice of Customer, captures, analyzes and reports on all feedback (expectations, likes, and dislikes of your customers) associated with your brand. Basically, it gives you real-time insight into your customers’ experiences. From this feedback, you can identify trends and opportunities to improve customer experience. The VoC is the heartbeat of any customer experience program. That’s because the way a company gathers and responds to customer feedback reflects the CX maturity of the organization.

  • Customer journey map: A customer journey map summarizes the key interactions that a customer experiences with your brand. When it’s developed right and optimized, any employee should be able to understand the key touchpoints in the customer’s journey and what is related to their particular role in the CX program. This map will help you align your experience strategy across your company and identify areas of improvement.

  • CX leadership coalition: The VoC program and customer map fuel a company’s customer experience program, while the employees are the engine—they take this data and act on it. Regardless of your company size, there must be a cross-functional group of leaders assigned the task to ensure your CX program is implemented properly. In order to be successful, this coalition should represent every major customer experience touchpoint across the customer journey.

  • Employee experience: Happy employees cultivate happy customers. Your employees should not only have a customer-centric mentality, but they should also believe in the brand that they represent. A big part of providing a positive work environment is providing the tools to empower employees to do their job well. As it relates to your customer experience strategy, it means streamlining customer insight across the organization, providing the right technology, and ensuring every employee can confidently talk to your CX program.

How do you measure the success of your CX program?  

This question deserves a lot of consideration and time to properly answer. We promise we will show this topic more love in future content pieces (sign up for our CX newsletter to make sure you don’t miss it), but here we’ll stick to the basics.  

First, you need to create a CX metrics program. It will vary by company, but here are the five steps that we recommend for all companies to evaluate the success of their program over time:

  1. Decide on a primary CX metric that will be used to measure the overall customer experience performance across your organization.  

  2. Set realistic goals of your key CX metric based on how it relates to business results.  

  3. Identify the key drivers (interactions, customer journey touchpoints, etc.) that make the most impact on your main CX metric.  

  4. Establish metrics to evaluate how well the organization performs on those key drivers.

  5. Turn your metrics into actionable results—put in place a CX strategy plan for employees across the organization to make improvements based on your CX metrics.

How do you measure the Voice of the Customer (VoC)?

An Article On Customer Experience That Actually Makes Sense 2

Voice of the Customer deserves its own section in this article. We’ll say it again: it’s the heartbeat of any customer experience program. We’re not being cheesy here. Think about it—without customer feedback, you won’t know where to begin to improve your customer experience.

For a VoC program to work, you must identify the most important metrics to measure. There is an array of metrics to choose from, but three that you will see come up time and time again are Net Promoter Score® (NPS®)Customer Effort Score (CES), and Customer Satisfaction Score (CSAT).

These metrics are measured in a survey format and they’re referred to as structured feedback because you’re proactively using them to retrieve customer data.

We promise to provide you with step-by-step instructions on how to use each of these metrics in future content, but for now, here’s a very high-level view:

  • NPS is a great metric to measure long-term customer satisfaction and loyalty. It’s the big picture metric of customer experience.  

  • CSAT is used to measure the customer satisfaction of a specific interaction or event. It’s a short-term satisfaction metric for customer experience. Check out our free interactive CSAT calculator to measure your Customer Satisfaction Score and its impact on ROI. You’ll get custom recommendations based on your score! 

  • CES is used to measure the level of effort that a customer experiences when they interact with your brand. It’s a transactional, short-term metric for customer experience.

While surveys are key to any VoC program, they shouldn’t be your only source of truth. You need to also create listening paths that tap into unstructured feedback. This includes feedback from all client-facing channels, such as call centers, social media, events, etc.

The customer’s voice from these different channels should be centralized into one Voice of the Customer dashboard accessible to all employees. That way you’re supporting the cross-functional alignment of your CX strategy.  

How do you demonstrate the return on investment (ROI) for your CX program?  

Demonstrating economic value for a customer experience program will vary by industry and individual company. But there are two major benefits that any CX leader can demonstrate:

  1. Increase in revenue.

  2. Reduced costs. 

You can prove an increase in revenue through customer retention and sales optimization. 

  • Customer retention: It’s easier to sell to existing customers than generating new business. And focusing on retaining existing customers is smart given that loyal customers spend 67% more than new ones. So, to prove that customer retention improves the bottom line, you have to first set up a solid customer feedback program (in other words, a VoC program). This means listening to customers across the key journey touchpoints to understand what behaviors, outcomes, and interactions are making the biggest financial impact on your organization. Once you’ve identified these opportunities, you take action. This could mean reducing customer wait time for speaking with a support agent, improving the product or website UX to remove pain points, etc. Over time, you’ll be able to identify trends and predict what the customer will do next, which will amplify your financial impact.

  • Sales optimization: Identifying areas of improvement for the sales team can also lead to an increase in revenue. As a CX leader, you should analyze the current selling process and determine what is driving customer spend–it could be as simple as a sales associate taking more time to get to know the prospective customer during their initial interaction. When it comes to upselling and cross-selling, you can increase revenue by identifying the most satisfied customers–through customer feedback–and targeting them the most.

You can reduce costs by acquiring new customers through referrals and serving existing ones. 

  • Acquiring new customers through referrals: Loyal customers can become brand advocates. And brand advocates are four times more likely to refer your product or service to friends and family. This means that increasing customer referrals will reduce the effort and cost for marketing and sales to acquire new customers. In other words, a great CX program can lower acquisition costs.

  • Serving existing customers: If you don’t have the right CX program in place, supporting existing customers will not be cheap. If you get the experience right the first time around, you’ll be able to reduce support time, increase success rates for solving issues, and reduce the third-party tech-service need. In short, you’ll be improving efficiency across all existing customer interactions.

In conclusion, we hope you’re less confused now

Customer experience is a complex space with many facets. However, with time and the right information, you’ll find clarity. We hope this article helped answer some of your questions on customer experience.

But seriously, let us know if you think we’ve held up to our end of the bargain here—after all, this content is for you. Give it to us straight.

Author:

Get Feedback

SARA STAFFARONI

Commercial Financing for All Your Real Estate Needs

Hard Money * Fix and Flip * Transactional Funding

Programs

Conventional Financing * Stated Income * Mezzanine Loans *International Loans * Corporate Loans * 1031 Exchange * Full Documentation * Cash Out Refinance * Lines Of Credit * Hard Money * Fixed Rates * Construction Loans * Acquisition & Development * Equity Financing * Remodel-Renovation *Joint Ventures * Green Energy Loans * Foreign Nationals * Cross Collateral * Distressed Borrowers * Bridge Loans

Property Types
Apartment * Multifamily * Self Storage Facilities * Office Buildings * Land & Development * Warehouse * Retail Centers * Mobile Home Parks * Resorts * Restaurants * Mixed Use * Convenience Stores * Gas Stations * Car Wash * Hospitality Hotel/Motel * New Residential Development * Golf Courses/Marinas * Auto Body Repair * Industrial * Special Purpose Properties * Medical

Contact Us To Learn More

You Need It

Business Loans

  • Merchant Cash Advance
  • Business Term Loans
  • Equipment Financing
  • Business Lines of Credit
  • SBA
  • Purchase & Receivable Factoring
  • Start Up

_______________

Non-Profits
Real Estate Sales
Auto sales

Lawyers
Gas Station
Farming
Construction
Contractors

Trucking
Day Care Advertising Marketing
Floor
Fence
Roofing, Restaurants
R.E. Management
Consultanting
Insurance
and much more

_______________

Unsecured
Secured
Limited Doc
Full Doc
Fast Funding
Monthly Payments
Starter Programs
Bad Credit

 

We Got It

Now You Can Too

EBIZMORE

CONSTRUCTION LOANS

INTEREST RATE

4.99 to 8.99%

No monthly interest payments (14 months)

MAXIMUM LOAN-TO-COST

90% (80% new borrower)

100% possible if land subordinate

FEATURES

Same day draws possible

Limited recourse available

Businesses and Real Estate Investors Who Want More Call Ebizmore.

No Income No Asset Personal Lines of Credit

for

Startup, New Businesses or  Personal Use

Funding Up to $250,000 

Fund starts in 7-10 Business Days.

680 FICO

Co-signer OK

NO INCOME DOCUMENTATION

100% UNSECURED

BK must be over 4.5 years

Collections, Judgments, Late Payments must be over 12 months

Learn More

Things Happen!

We understand the peaks and valleys of running a business and the toll it can take on your credit score, but we are here to help.

Whether as a realtor your credit needs help or it’s a client, the reward of good credit can be beneficial.

Check

Challenge

Change

We will also help you establish new Credit.

Stop Over Paying on Rates and Insurance!

Get Started Today

Contact Ebizmore

Is Customer Satisfaction and Repeat Business Important To You?

Then Find Out Why a Partnership With Ebizmore Is Important To Your Success.

    New Product!

    1-4 Family Investment Loans

    4.95%

    Purchase / Refinance

    Fix – n – Flips!!!!!!

    We have CASH ready to go:

    Loan Amts 100k – 2m

    Rates start at 4.95%

    5, 10, or even 30-year fixed

    75% LTV – up to 90% LTC

    NOO 1-4 family, Condos, Townhomes, Investment

    Fix-n-flip or Hold!

    INCLUDE the rehabilitation costs in the loan to save you time and money

    We can lend up to

    90% LTC

    Contact Ebizmore

    100% Funding

    Transactional Funding

    Buy and Sell Houses With No Money 

    Earn Big While We Fund It

    No Risk – Just $$$$$$$

    Contact Us To Learn More

    100% Funding for Wholesalers

    Easy Double Closing Flipping

    No Credit

    No Financials

    Proof of Funds Letter

    You Need It

    Business Loans

    • Merchant Cash Advance
    • Business Term Loans
    • Equipment Financing
    • Business Lines of Credit
    • SBA
    • Purchase & Receivable Factoring
    • Start Up

    _______________

    Non-Profits
    Real Estate Sales
    Auto sales

    Lawyers
    Gas Station
    Farming
    Construction
    Contractors

    Trucking
    Day Care Advertising Marketing
    Floor
    Fence
    Roofing, Restaurants
    R.E. Management
    Consultanting
    Insurance
    and much more

    _______________

    Unsecured
    Secured
    Limited Doc
    Full Doc
    Fast Funding
    Monthly Payments
    Starter Programs
    Bad Credit

     

    We Got It

    Now You Can Too

    EBIZMORE

    CONSTRUCTION LOANS

    INTEREST RATE

    4.99 to 8.99%

    No monthly interest payments (14 months)

    MAXIMUM LOAN-TO-COST

    90% (80% new borrower)

    100% possible if land subordinate

    FEATURES

    Same day draws possible

    Limited recourse available

    Businesses and Real Estate Investors Who Want More Call Ebizmore.

    WHERE DO YOUR SALES COME FROM?

    WHERE DO YOUR SALES COME FROM?

    Where Do Your Sales Come From?

    Leaders love to talk about revenue streams by showing graphs and charts  with the breakdown of sales categories. It is important to know the percentage of sales generated by products or services and to monitor trends, especially growth and decline of your business revenue.

    However, there is one critical component that every business has in common, which is never discussed. 100% of your sales come from one place. Your customer! When you look at it that way, it sheds a stronger light on why companies need to put more  emphasis on building an incredible consistent customer experience that becomes your number one competitive advantage and helps make price irrelevant.

    What is Your Company’s Biggest Expense?

    Another major focus of executive leaders is analyzing the company’s P&L to determine where the company is over spending, being wasteful, and how to reduce expenses to drive more profit to the bottom line. However, the company’s biggest expense does not show on your P&L. At least not directly, it is hidden. There is no line item for poor customer service but nothing may have a greater impact on your bottom line than dissatisfied  customers. It can dramatically cause loss of sales, decline of company reputation, lack of new customers/referrals, an increase in returns & refunds, increased discounting, more service recovery, higher advertising expense, lower morale, higher turnover, increase in hiring, and more training, which further perpetuates a poor customer experience. It is imperative that every person in your company understands that your biggest expense is dissatisfied customers.

    Author:

    The DiJulius Group

     

    Stated Commercial Mortgages

    • Up to 80% LTV
    • 560+ Credit Score
    • Purchase, Refinance, Cash Out
    • Lite, and No Income Documentation
    • 100k t0 $50 million +

    Property Types

    • Multifamily
    • Light Industrial/Warehouse
    • Mixed-Use
    • Office
    • Retail
    • Self-Storage
    • Mobile Home Parks
    • Single Family

    All Property Types

    Ebizmore for all your investment real estate financing needs.

    Learn More – Do More – Earn More with ebizmore

    Learn * Download Forms * Submit

    Register Now

    or

    How Better Customer Service Leads to Better Sales

    How Better Customer Service Leads to Better Sales

    Improving_Customer_Experience

    Things Happen!

    We understand the peaks and valleys of running a business and the toll it can take on your credit score, but we are here to help.

    Whether as a realtor your credit needs help or it’s a client, the reward of good credit can be beneficial.

    Check

    Challenge

    Change

    We will also help you establish new Credit.

    Stop Over Paying on Rates and Insurance!

    Get Started Today

    Contact Ebizmore

    Ebizmore.com

    Submit your deals and get offers from multiple lenders.

    Real Estate Lending
    Fix-N-Flip
    Bridge/Hard Money
    Stated Income
    Full Doc
    SBA

    Business Loans
    Merchant Cash Advance
    Business Loans
    Equipment Financing
    Business Lines of Credit
    SBA
    Purchase & Receivable Factoring

    Personal Lines of Credit

    Business Accounting

    Business Credit Builder

    Go to ebizmore.com and register today!

    You Need It

    Business Loans

    • Merchant Cash Advance
    • Business Term Loans
    • Equipment Financing
    • Business Lines of Credit
    • SBA
    • Purchase & Receivable Factoring
    • Start Up

    _______________

    Non-Profits
    Real Estate Sales
    Auto sales

    Lawyers
    Gas Station
    Farming
    Construction
    Contractors

    Trucking
    Day Care Advertising Marketing
    Floor
    Fence
    Roofing, Restaurants
    R.E. Management
    Consultanting
    Insurance
    and much more

    _______________

    Unsecured
    Secured
    Limited Doc
    Full Doc
    Fast Funding
    Monthly Payments
    Starter Programs
    Bad Credit

     

    We Got It

    Now You Can Too

    EBIZMORE

    Stay On Top Of Your Game!

    I’m interested in sites that help people find information and filter what’s available. The Internet is so big that no one can stay on top of everything. 

    Garrett Camp
     

      Would You Do Business With You?

      Would You Do Business With You?

      (Eric is a friend and strategic partner. This article was recently published in Customer Service Management)

      If more company presidents and their senior managers asked themselves this question with the customers’ view in mind, many would answer “probably not.” The reason? Customer service.

      Much has been said, done and written about customer service during the last decade. Millions of dollars have been spent on programs, training and systems. However, the results have been disproportionate and often outright disappointing. In a recent issue of Fast Company, the cover story declared “Betrayed ! The biggest lie in business is ‘the customer is in charge’… How could an idea so right go so wrong?” But surely, you may say, every company wants to delight its customers. That may be true, but while bold promises have been made, bad results have been the reality. The issue is not that service is poor, but that the promised and necessary great service is harder than ever to deliver!

      Michael Hepworth, in a Canadian Marketing Association publication, provides some facts in support of the Fast Company report :

      • The American Customer Satisfaction Index (University of Michigan Business School) stood at 74 in 1994, dipped to 71 in 1997 and has only slowly re c o v e red to 73 in 2000.
      • Only one in three customers who have a problem and contact the respective organization for help are satisfied with the response they get. Customers who contact an organization for help and are dissatisfied with the response are 30 to 40% more likely to take their business elsewhere.
      • The average North American company has 11% of its re venue at risk as a result of customer problems and how they a re handled.
      • $1 spent on advertising yields less than $5 in incremental revenue, but that same $1 spent on improving customer service can yield more than $60 in incremental revenue . And the need for customer service in the new economy is as great as in the old:
      • 75% of all e-shopping carts are abandoned before the purchase is actually completed. Nine out of 10 shoppers who abandoned their carts did so because of a lack of customer service.
      • 72% of respondents said that customer service is critical in shopping satisfaction, yet less than 1% of all e-commerce Web sites offer live customer assistance.
      • Up to 30% of Internet users re q u i re human intervention before purchasing on the We b .

      So what are companies doing to resolve this issue? Today too many company leaders spend their time and resources looking for magical technology solutions. I call this “The Great System Seduction.” Since we live in an age of “real time” and “1-to-1 marketing,” the Customer Relationship Management (CRM) Systems business is burgeoning . However, a good system does not equal good service. The European Centre for Customer Strategy predicts that future CRM effectiveness will be assessed less through hard measures and more through the stories people tell about a company. This means companies must give the customer distinctive service experiences so they will become advocates, telling stories to their friends and colleagues.

      Only if your people are ‘turned on’ will you generate such legends!

      The disappointing reality is that the human element is frequently overlooked at the expense of the systems challenges. Enduring and real customer service success requires a passion for people—both employees and customers. Author Jim Clemmer observes, “Too many managers treat ‘their people’ as assets with skin wrapped a round them.”

      Debra Fields, president of the highly successful Mrs. Fields Cookies, expresses the flip side: “Customer service does not come from a manual or a system… It comes from the heart. When it comes to taking care of the customer you can never do too much and … there is no wrong way if it comes from the heart!” In other words, we need a balance between managing things from the head and leading people from the heart.

      While rational strategy is essential, emotional intelligence accounts for as much as 70% of the personal and organizational success factor. The fundamental problem is that most business leaders are not “pathological” about customer service and do not believe passionately in it as a key differentiator. One of my clients (a president who used the word “pathological” in his communications and speeches about customer service) was successful in making service excellence happen and royally reaped the commercial benefits. He did not just make the rational strategy case for it, but he lived it from his hear . Unfortunately there are too few leaders like that. For many, the distance between head and heart is far greater than the typical 16 inches… and therein lies the root cause of customers’ continuing disappointment with the service they receive .

      But if the customer is king, why are so many companies still behaving like republicans instead of royalists? There is often misalignment between the people and the systems in place to manage them.

      The challenge for today’s business leaders is to put their people front and center; to pursue

      short – term results while continuously aligning  technology, work processes and structure a round the people to enable them to become customer-focused in all aspects of operation. After all, a sharper customer focus means a sharper competitive edge.

      There are two lessons in this:

      1. More organizations need to think longer and harder about the people factor in customer service,

      and

      1. They must also pay fanatical attention to managing each customer touch-point. This is serious and hard work. Being “pathological” about customer service demands passion fro m leaders. They must be pre pared to walk the talk, be patient, pay attention to customer detail, and constantly work on people-and customer-focused alignments. Only then, when they have become “pathological” about customer service, will business leaders truly be able to say “Everyone wants to do business with me.”

      Author:

      Customer Service Skills Certification Training | The Training Bank

      by Eric Fraterman

      Eric specializes in customer-focus consulting. He helps clients achieve increased customer-focus and operational effectiveness by ensuring that externally the voice of the customer is captured and is effectively deployed intern ally, so that business operations, people and supporting processes work together to deliver customer-value. The resultant improved customer service, strengthened customer loyalty, organizational alignment and increased employee commitment give clients a sharper competitive edge.

      If you would like to contact Eric, just let us know or if you would like more information on how we can help you to sharpen your customer focus, please explore our website or give us a call. – Ray Miller – Managing Partner, The Training Bank

       

      Make 2021 Your year

      Learn More 

        You Need It

        Business Loans

        • Merchant Cash Advance
        • Business Term Loans
        • Equipment Financing
        • Business Lines of Credit
        • SBA
        • Purchase & Receivable Factoring
        • Start Up

        _______________

        Non-Profits
        Real Estate Sales
        Auto sales

        Lawyers
        Gas Station
        Farming
        Construction
        Contractors

        Trucking
        Day Care Advertising Marketing
        Floor
        Fence
        Roofing, Restaurants
        R.E. Management
        Consultanting
        Insurance
        and much more

        _______________

        Unsecured
        Secured
        Limited Doc
        Full Doc
        Fast Funding
        Monthly Payments
        Starter Programs
        Bad Credit

         

        We Got It

        Now You Can Too

        EBIZMORE

        Commercial Hard Money

        Bridge Loans

        • Close in 5-7 Days
        • 65% ++ LTV
        • Loan Terms from 3 months to 5 yrs+
        • Rates Starting in the 7’s
        • Interest Only
        • All Property Types

        Fast and Easy

        Ebizmore for all your investment real estate financing needs.

        Learn More – Do More – Earn More with ebizmore

        Learn * Download Forms * Submit

        Register Now

        or

        5 Real Estate Customer Service Strategies You Can Focus on Now

        5 Real Estate Customer Service Strategies You Can Focus on Now

        While there are many variables that impact the acquisition of new clients as a Realtor®, keeping the clients you currently have happy must be a priority. Doing so will heighten your chance that they return to you for their next real estate transaction and will help create a healthy client ecosystem as you continue to grow. This all comes down to having exceptional customer service. Serving your clients well will help to set you apart from the competition and may even earn you some referrals along the way.

        According to a 2018 report from the National Association of Realtors®, 74% of buyers said they would use their agent again or recommend their agent to others, and 69% of sellers said they would definitely use the same agent again. This shows that good work is often rewarded with repeat business. To ensure that your customers aren’t among the 26-31% looking for a new agent the next time around, we have outlined five customer-service strategies to implement now to make your client’s experience with you extraordinary.

        Listen and Prioritize

        Not all clients are the same – especially when it comes to buyers. Take time to listen intently to what they are looking for in a new home and determine what are the “must-haves”, “nice-to-haves”, and “can’t haves” (if any). Not only will this will help you narrow down potential properties for your client, but the client will feel acknowledged when their voice is heard and put at the forefront of the search process.

        That being said, you may also have clients that don’t have a clear vision of what they want. Asking more questions on their personal preferences, their lifestyle, and their values can help you provide customized recommendations and examples to your clients. This also reinforces the feeling that you are expressly there for them and their needs and are keeping their best interests in mind.

        Own Your Expertise

        Remember, you are the expert here. Your clients will come to you with a wide range of comfort levels and knowledge regarding the real estate business and how it works – but most of their information will be anecdotal. You are the engine that will bring your client’s vision to life and keep the process on a productive path.

        You understand the market, its tendencies, and trends more than most, regardless of how much time a client spends browsing listings online. Your experience is an invaluable resource, and sharing your insight is customer service at its finest. Even if a client is fairly familiar with the area, they will need expert guidance on the logistical side of things like handling negotiations, navigating through the piles of contracts and paperwork, and avoiding any potential pitfalls that may present themselves. If you haven’t already, start building up your network of trusted resources who may be able to help your client, such as lenders, inspectors, contractors, cleaning services, painters, and more.

        Communication

        One of the best ways to deliver great customer service is through consistent and ongoing communication with your clients. In the thick of things you may be reaching out to them several times a day, so it is best to understand and respect both how (phone, text, email, etc.) and when they want to be contacted. How they want to be contacted may vary depending on the time of day as well, especially if they work full-time and aren’t always available to chat between specific hours.

        Effective communication with clients can be a bit of a balancing act of ensuring that your client is informed but also has the right direction and guidance to act on whatever decisions need to be made at that time. When appropriate, you should provide recommendations based on your experience. If the ball is more in your court, communicate regularly on the work you are doing and the progress that is being made. Being proactive and providing customized attention to your clients demonstrates your willingness to go above and beyond.

        Show That You Care

        For our clients, most real estate transactions carry some emotional significance. Buying or selling a home is a milestone moment that you as a real estate agent have guided them through. Be sure to take a step back from the business side of things to embrace the celebration of being done with the process. A personal gesture to show gratitude for your client goes a long way and closes this phase of your relationship on a high note.

        Some ideas:

        • Thank You Card: Wish them well with a handwritten card that thanks them for their business and congratulates them on their new home or sale.
        • Closing Gift: Get them something to remember you by. This could be something they need for the house or simply a bottle of champagne.
        • Housewarming Party: Offer to host a party for their close friends and family where you provide the drinks and snacks.

        Staying in Touch

        Since the real estate business is built on a foundation of solid relationships, the customer service shouldn’t end when the transaction is finished. Instead, you should find opportunities to stay top-of-mind with your former clients and be available to them as a resource should they ever want to sell their home or explore the market’s available inventory at any given time.

        Consider birthdays or the anniversary of your client’s transaction as great times to get back in touch if it has been a while since you last talked.

        Do your best to get a sense of how they are enjoying their new home, if there have been any major life changes for them (like getting married or having kids), and assess if their housing needs are changing in any way.

        This personal connection is of the utmost importance for being a trusted source for their real-estate needs whenever they are ready to get started again.

        Conclusion

        A good real estate agent must be fully committed to serving their customers in ways that are uniquely beneficial to them. Getting to know your clients on a personal level, responding directly to their needs, and anticipating ways to make their life easier while working with you will always leave a lasting impression!

        Author:

        The Real Estate Business School 

        by  

        New Product!

        1-4 Family Investment Loans

        4.95%

        Purchase / Refinance

        Fix – n – Flips!!!!!!

        We have CASH ready to go:

        Loan Amts 100k – 2m

        Rates start at 4.95%

        5, 10, or even 30-year fixed

        75% LTV – up to 90% LTC

        NOO 1-4 family, Condos, Townhomes, Investment

        Fix-n-flip or Hold!

        INCLUDE the rehabilitation costs in the loan to save you time and money

        We can lend up to

        90% LTC

        Contact Ebizmore

        The Fact is that 95% of Small Business was not Prepared for the Pandemic.

        Our Clients Were!

        More Than An Accounting Service!

        Consultant * CFO *Partner

        Your Success is Our Number 1 Focus.

        Bank & CC reconciliation,
        Accounts Payable
        Accounts Receivable
        Financial Reports
        Payroll
        QuickBooks catchup/cleanup
        Invoicing
        Compliance reporting
        QuickBooks Online
        Much, much, more.
        +++Business Credit Builder

        Save up to $24,000 per year!

        Contact Ebizmore

        You Need It

        Business Loans

        • Merchant Cash Advance
        • Business Term Loans
        • Equipment Financing
        • Business Lines of Credit
        • SBA
        • Purchase & Receivable Factoring
        • Start Up

        _______________

        Non-Profits
        Real Estate Sales
        Auto sales

        Lawyers
        Gas Station
        Farming
        Construction
        Contractors

        Trucking
        Day Care Advertising Marketing
        Floor
        Fence
        Roofing, Restaurants
        R.E. Management
        Consultanting
        Insurance
        and much more

        _______________

        Unsecured
        Secured
        Limited Doc
        Full Doc
        Fast Funding
        Monthly Payments
        Starter Programs
        Bad Credit

         

        We Got It

        Now You Can Too

        EBIZMORE

        Good Customer Service in Sales

        Good Customer Service in Sales

        Excellent Customer Service in the Meaning of Sales

        Good customer service skills don’t come from one department. The tone of great customer service should be prevalent throughout a company. Often, initial communication happens between sales representatives and prospects. What is customer service in regards to sales? Sales reps reap the benefits of customer service every day by maintaining polite communication and problem-solving for clients. In turn, prospects become clients, departmental customer service assists positive energy, great word-of-mouth ensues, and new leads are generated.

        When managing a sales team, it’s necessary to share a good customer service definition in a thorough and consistent manner for your team. Because sales reps are often the first people in your company to communicate with clients, having a descriptive customer service skills list to reference will help reinforce specific practices that apply to your company and its messaging.

         

        Customer Service Skills

        Providing excellent customer service for each prospect can be natural for some employees — they just get it — but not all employees. There’s ambiguity between knowing what is helpful to a prospect and what makes a sales rep pushy. Here are a few things to think about when setting an excellent customer service example. We suggest taking these concepts and whittling them into an amazing customer service guide for onboarding and ongoing training.

        • Sales team definition – Define the aspects of communication you want to focus on for each sales position. Those reps in a sales support role, like a sales development representative, are going to need more learning that’s revolved around email and phone communication — For example, customer service phone tips. The same goes for managing sales reps of an outsourced sales team. Providing excellent customer service from the sales side of things starts by designating certain traits to each role of the sales team organizational structure.
        • Initial and follow-up contact – Before jotting down the common industry practices with initial and follow-up contact, think about what worked for you in your career. That experience is relevant experience. Use those contexts to educate your reps. They can also be used in sales messaging as similar situation cases.
        • Presenting – Consider the communication differences when presenting in-person or over the phone. Technology is a big factor; screen sharing over a phone call and presenting with a projector are completely different, but both have benefits. How do you approach asking questions or organizing points for each type of format?
        • Customer service tips and sales manager tips – Incorporating quick tips and quotes into learning is a great way to retain information. The attribution of quotes to great customer service stories makes information memorable. Incorporate great customer service quotes into learning material. As time progresses you can update content on a whim to replace the customer service quotes with ones said from your own employees. Having an easily accessible document of go-to advice (tips) for reps to reference will eventually be referenced less and less and for good reason. Ease of organization and access to materials subtly encourages frequent reference. As materials are frequented, information is retained, and those go-to customer service tips become a habit.

        Make sure each of your reps is conditioned with customer service duties. Retaining this information takes initial and ongoing training. A sales team without it is an underperforming sales team.

        5 Customer Service Tips for Sales

        Sometimes sales reps are so focused on getting a customer to sign on the dotted line that they lose sight of the customer’s journey. However, the best sales reps embody key skills that are important for both sales and customer service. Because the customer’s experience starts with the sales team, it’s important to remember different types of customer service.

        Know…everything
        From products to the prospect, there are plenty of areas of expertise for a sales rep. First, it’s important to know as much as possible about the potential customers so the rep can deliver a custom demo or experience that addresses the customer’s wants and needs. Additionally, if a sales rep wants to earn respect and be seen as an expert, they should know everything about the products or services they’re selling. Potential customers will appreciate their level of knowledge which can be a difference maker between closed lost and closed won. 

        Follow up
        In sales, there’s a fine line between persistence and pestering. Continuing to call and email a prospect without knowing why they aren’t responding is ineffective. If you promised to follow up with a prospect but have yet to hear a response consider taking a different approach. When it comes to following up and the relationship between sales and customer service, it’s important to keep the customer’s preferences and communication style in mind.

        Shorten your response time
        According to customer service statistics 2019, 90% of customers rate an “immediate” response as important or very important when they reach out to a company.  This is a link between customer service and sales. Just as they customer service team should quickly respond to a customer, sales reps need to be quick to respond to customer inquiries for greater satisfaction and higher close rates.

        Be honest
        Everyone appreciates honesty and a great way to turn a prospect into a buyer is through direct and honest conversations. For example, a sales rep could advise their potential customer not to purchase a service add-on, but then suggest something cheaper that would be better suited for their needs. This proves credibility and fosters and relationship of trust at the same time. 

        Say thank you
        Service should always be about the customer. It’s helpful to follow customer service phone tips and ensure that every phone call ends with a “thank you,” no matter the circumstance. This will leave a lasting impression and remind the buyer or customer that they’re valued.

         

        Customer Service Training for Sales Reps

        A prominent issue with any kind of training is how to motivate sales. Team dynamic is definitely important in the sales team structure. Think about having a competition incorporated into the training.

        With that said, it’s a heavy burden for a manager to come up with all this training material, especially when there’s already so many sales representatives to manage. But, it needs to happen. With Lessonly, we make it easy to create, organize, deliver, and track training. Simplifying these actions from the administrative side enable managers to create great content initially and pay more attention to the learning process and the employees involved. Simply put, Lessonly makes you worry less about managing the system and more about managing the people that will grow the company.

        On the opposing end, learners are able to take lessons on mobile devices before a due date. We know that a learning environment that works for one employee may not be the same for others. By using Lessonly, each individual can learn in their best environment. Corporate training can be very restrictive; imagine not being able to finish a module until a computer tells you you’re done? It’s discouraging and hinders the learning experience from the start. Lessonly is learner-focused, meaning we consider the platform’s use from the learner’s perspective before we develop the administrative side of things.

        In Lessonly, administrators can designate roles and assign learning lessons by scheduling or triggers. With role designation, admins can make managers in charge of a certain set of learners. Often, HR departments handle all departmental training, but that’s not the case with Lessonly. We find that many admins utilize the opportunity to let departmental managers, whether it be sales or customer service, take charge of learning for their department. This breaks up broad learning, making the content more focused.

        Scheduled assigning works just like it sounds. If you’ve created great material, but don’t need to deliver it to learners for another month, you can schedule it for that. If you need to repeat a lesson for ongoing training purposes, you can do that too. Triggering lessons allow managers to assign lessons in a certain order; when a learner is done with one lesson, they receive another lesson you queued up. Learners can even set reminders to review material themselves.

        No sales team member will learn information thoroughly the first time, but how to provide good customer service in sales is pertinent information to retain throughout a reps career. Lessonly allows you to set a learning foundation and path for effective learning. Learn more and get a demo today.

        Author:

        Contact Us to Learn More

        2021 Is Your Year 

        Partner With Ebizmore

          Things Happen!

          We understand the peaks and valleys of running a business and the toll it can take on your credit score, but we are here to help.

          Whether as a realtor your credit needs help or it’s a client, the reward of good credit can be beneficial.

          Check

          Challenge

          Change

          We will also help you establish new Credit.

          Stop Over Paying on Rates and Insurance!

          Get Started Today

          Contact Ebizmore

          Invest Securely and Help Small Businesses

          • Earn up to 24%
          • Start with as little as $1,000
          • 3 Tier Security Program to Protect Your Investment

          Start and manage your own retirement, rainy day or health care fund, or simply make money on your money.

          Small business is the heartbeat of our communities and you can help them grow by securely investing in their growth.

          Short term (6 Months) with low rates (1/2 of typical MCA’s) with monthly payments.

          For the discerning business owner it’s a sensible alternative to grow their business.

          For the investor, it’s a great way to securely earn high returns.

          Want to Learn More

          Ebizmore.com

          Submit your deals and get offers from multiple lenders.

          Real Estate Lending
          Fix-N-Flip
          Bridge/Hard Money
          Stated Income
          Full Doc
          SBA

          Business Loans
          Merchant Cash Advance
          Business Loans
          Equipment Financing
          Business Lines of Credit
          SBA
          Purchase & Receivable Factoring

          Personal Lines of Credit

          Business Accounting

          Business Credit Builder

          Go to ebizmore.com and register today!

          What Customers Want … And Don’t Want – A Special Article For Customer Service Week

          What Customers Want … And Don’t Want – A Special Article For Customer Service Week

           

          October 5-9, is National Customer Service Week. This “holiday” has had a special place in my heart since I learned about it back in the early 1980s. Since its inception, the focus of Customer Service Week has not been so much about customers as it is about employees. The idea is to celebrate the good people on the front line who do amazing work. That said, I want to take some liberties with the intention and expand it to recognizing the importance of an amazing customer experience. This is information you can share with everyone during this important week.

          Customers want a good experience. A big part of that is exceptional customer service. Don’t confuse the two. The experience is everything from navigating a website, to how easy (or difficult) it is to reach a salesperson, to the way a product is packaged (think about how cool iPhone or iPad packaging is), to the availability of parking spaces, to how friendly the employees are, and beyond. It includes everything. And while many people think of customer service as a department that reacts when the experience goes wrong, my definition is much broader.

          Customer service is philosophical. It’s part of the culture. Everyone, from the CEO to the most recently hired employee, is part of customer service and, for that matter, the customer experience. Every single employee has impact on either the outside customer, an internal customer, the experience the customer receives—or all three. I thought it would be interesting to get a deeper understanding about what customers want—and don’t want.

          In our 2020 Achieving Customer Amazement research report, we surveyed more than 1,000 people and asked them about what influences exceptional customer service. First and foremost, people want to be treated like a valued customer. That was the top response with more than 65% of respondents in agreement. That means treating people with respect and dignity. A customer is not just an account or transaction number. Customers are people.

          When it came to contacting what people often refer to as the customer service department, respondents appreciated when agents demonstrated knowledge and expertise. We’ve learned that there are two levels of knowledge. The first is that customers want agents to know about the products and services the company offers. They want answers to their questions and a quick fix to any problems or issues they have. In addition, customers want agents to know who they are. With all the technology available today, there is no reason that every agent—or any other customer-facing employee—can’t have access to basic information about the customer that would enhance the experience. Just knowing a little history about customers’ past purchases, buying patterns, issues, etc., can go a long way in giving agents information they can use to give customers a better experience.

          We also asked what influences poor customer service. It’s highly unlikely you’ll disagree with any of these. From high to low, the responses were as follows:

           

          ·        Rudeness and apathy

          ·        Not being treated like a valued customer

          ·        Lack of knowledge and/or expertise

          ·        Slow response times

          ·        Having to repeat information

          ·        Being put on hold

          ·        Slow transaction speeds

          ·        Not being able to use their preferred communication channel

          Finally, on this survey, we asked our 1,000-plus respondents to share three words they felt best described a good customer service experience. The winners were fasthelpful and friendly.

          Fast is about convenience, which is something customers love and even crave whether they know it or not. Convenience will set you apart from your competition.

          Helpful is about getting answers to questions and problems resolved. In the sales process, it’s about being helped and not sold. There’s a big difference. A customer saying, “They are always so helpful,” is far better than, “They never stop selling.”  

          Friendly is soft but important. We don’t have to be best friends with our customers, but we do have to create a friendly and inviting experience. A big word that comes to mind—especially as we navigate through the COVID-19 pandemic—is empathy. That’s a powerful part of a friendly experience.

          So, now you are armed with common sense information on the basics of delivering an amazing customer service experience—very appropriate for Customer Service Week. Share it with the people you work with. Take time to thank your employees who make sure your customers are taken care of. Even though the focus is on celebrating customers and employees this week, don’t stop on Friday. This is a year-long and lifetime focus. Without customers, we don’t have a business. Without employees, we can’t serve our customers.

          Follow me on Twitter. Check out my website

          I am the Chief Amazement Officer at Shepard Presentations. As a customer service and experience expert, I help organizations create amazing customer and employee experiences. My books have appeared on bestseller lists including the New York Times, Wall Street Journal, USA Today and others. In 2008 the National Speakers Association inducted me into their Hall-of-Fame for lifetime achievement in the professional speaking industry.

          New Product!

          1-4 Family Investment Loans

          4.95%

          Purchase / Refinance

          Fix – n – Flips!!!!!!

          We have CASH ready to go:

          Loan Amts 100k – 2m

          Rates start at 4.95%

          5, 10, or even 30-year fixed

          75% LTV – up to 90% LTC

          NOO 1-4 family, Condos, Townhomes, Investment

          Fix-n-flip or Hold!

          INCLUDE the rehabilitation costs in the loan to save you time and money

          We can lend up to

          90% LTC

          Contact Ebizmore

          Do You Want More?
          Contact Us to Learn More!

            The Fact is that 95% of Small Business was not Prepared for the Pandemic.

            Our Clients Were!

            More Than An Accounting Service!

            Consultant * CFO *Partner

            Your Success is Our Number 1 Focus.

            Bank & CC reconciliation,
            Accounts Payable
            Accounts Receivable
            Financial Reports
            Payroll
            QuickBooks catchup/cleanup
            Invoicing
            Compliance reporting
            QuickBooks Online
            Much, much, more.
            +++Business Credit Builder

            Save up to $24,000 per year!

            Contact Ebizmore

            Invest Securely and Help Small Businesses

            • Earn up to 24%
            • Start with as little as $1,000
            • 3 Tier Security Program to Protect Your Investment

            Start and manage your own retirement, rainy day or health care fund, or simply make money on your money.

            Small business is the heartbeat of our communities and you can help them grow by securely investing in their growth.

            Short term (6 Months) with low rates (1/2 of typical MCA’s) with monthly payments.

            For the discerning business owner it’s a sensible alternative to grow their business.

            For the investor, it’s a great way to securely earn high returns.

            Want to Learn More

            How to Measure Customer Retention

            How to Measure Customer Retention

            Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty.

            Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels. We find out how they liked our experience. We know that if they liked the experience, that is the first step in getting them to come back. The “getting them to come back” number is different than the “were you happy with us?” number.

            I’d love for customers to rate our business as a five out of five every time, but the number that is almost as important—maybe even more so—is the one that proves to us that the customer came back. That’s your customer retention number.

            If this is of interest to you—and it should be—then get out a pad of paper and a pencil. It probably wouldn’t hurt to have a calculator, either. Let’s get started.

            According to Zendesk, the customer retention rate measures the number of customers a company continues to do business with over a given period of time. It’s a percentage of existing customers that maintain loyalty to the business within that window of time.

            The formula for calculating customer retention is pretty simple. First, you need three pieces of information:

            • You need “S” – the number of existing customers at the Start of the period of time.
            • You need “N” – the number of New customers added in the period of time.
            • You need “E” – the total number of customers at the End of the period of time.

            Subtract the number of new customers added over a period of time (N) from the total number of customers at the end of that same period of time (E). That’s E minus N. Divide the resulting number by the number of customers at the start of the time period (S). Finally, multiply that number by 100 and you’ll have the percentage of customers who stay.

            In other words: [(E – N) ÷ S] × 100 = customer retention rate.

            Obviously, the closer you are to 100% the better. Very few companies can say, “We retain 100% of our customers!” But if you’re close, you’re in the zone. When you continue to bring in new customers and get existing ones to return, that’s a recipe for success and growth!

            Author:

            Customer Service Manager

            Shep Hyken is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and best-selling author, Shep helps companies develop loyal relationships with their customers and employees.

            Ebizmore.com

            Submit your deals and get offers from multiple lenders.

            Real Estate Lending
            Fix-N-Flip
            Bridge/Hard Money
            Stated Income
            Full Doc
            SBA

            Business Loans
            Merchant Cash Advance
            Business Loans
            Equipment Financing
            Business Lines of Credit
            SBA
            Purchase & Receivable Factoring

            Personal Lines of Credit

            Business Accounting

            Business Credit Builder

            Go to ebizmore.com and register today!

            Contact Us

              15 Customer Service Strategies To Help You Deliver A 5-Star Experience

              15 Customer Service Strategies To Help You Deliver A 5-Star Experience

              Customer service can make or break a business, especially if you’ve had a hard time gaining and retaining customers. Poor or unresponsive service can turn away even the most loyal shoppers, which significantly affects your company’s bottom line. Conversely, a great experience can turn dissatisfied customers into strong advocates of your brand.

              If your company is struggling, transforming your customer support into a 5-star experience can inject new life into your business. Not sure where to start? Try these 15 tips from the members of Forbes Coaches Council.

              Forbes Coaches Council members offer their advice on delivering better customer service.
               PHOTOS COURTESY OF THE INDIVIDUAL MEMBERS.

              1. Engage Customers In Your Improvement Efforts

              There is little point in improving customer service at the boardroom table without the input of your customers. As consumers of your product or service, they are the ones best placed to help you shape and test new approaches. Engage them in your improvement efforts and reward them for helping you become better at helping them. – Lisa Schmidt, Worksphere

               

              2. Shift Your Mindset About Customer Service

              Customer service can be tough as you are often dealing with the angry and upset. A daily reminder that “We help our customers solve problems and make their day” can help those on the front line diffuse the tension and create a lifelong ambassador. – Bruce Merrell, Vistage Worldwide, Inc.

              Forbes Coaches Council is an invitation-only community for leading business and career coaches. Do I qualify?

              3. Lead By Example

              Outstanding leadership creates outstanding performance! Lead by example. Have an excellent attitude, self-awareness and respect. Create pride for the business through clear communication, instruction and boundaries. Implement consistent training, fair pay and treatment, and focused processes for all staff members, thereby streamlining operational success. – Sharesz T. Wilkinson, The Speech Improvement Company

              4. Focus On Good Communication

              Effective communication is your secret weapon for developing and strengthening the relationship between an organization and its customers. Every experience, every conversation and every interaction that the people in your organization have with your customers contributes to the overall feeling your customers will have about the company itself. So treat every customer with courtesy and respect. – G. Riley Mills, Pinnacle Performance Company

              5. Aim For Speed In Resolving Problems

              In today’s global world, contacting customer service to solve an issue can feel like traveling into a big black hole. Will I get a reply? Will it be a person, an answering machine or a bot? Will they be able to resolve my problem? By far the best 5-star experiences I’ve had have been via live chat with a real person on the company’s website. That’s because I get the problem solved—fast! – Gabriella Goddard, Brainsparker Leadership Academy

              6. Learn From Other Industries

              An easy and powerful way to completely transform your customer experience is to learn from other industries. Where have you had a 5-star experience lately? What specifically made you feel that way? Sometimes it’s as simple as taking the time to really hear the customer, and other times it’s simplifying the process. By looking to other industries, we step out of old patterns and set new standards. – Elise Montgomery, Coach Elise Montgomery

               

              7. Measure And Reward The Right Things

              Customer service levels are strongly influenced by metrics and measures. When a business is struggling with service levels, it is critical to review how employees are evaluated, incentivized and measured. As an example, if your business is focused on speed of customer resolution or time on the phone, this may be a disincentive for a qualitative conversation and robust troubleshooting. – Faith Fuqua-Purvis, Synergetic Solutions LLC

              8. Create A Community, Not Transactions

              Too many businesses focus on sales and credit card transactions. Business growth comes from identifying the core group of customers who are or could be buying repeatedly and creating a community with a shared purpose driven by the brand. – Jane Anderson, Jane Anderson

              9. Surprise And Delight Your Customers

              It’s one thing to give great service, just as you promise and as your customer expects. The next level of service is giving thought to those things that your customer is not expecting and that would truly delight. It doesn’t have to be expensive. Focus on personal attention. For example, add a handwritten note to deliveries. Send a follow-up, personalized message or call after your interaction. – Daphna Horowitz, Daphna Horowitz Leadership

               

              10. Start With Small, Manageable Initiatives

              I know it seems counterintuitive, but sometimes companies get overzealous with customer service initiatives. The goal should be to get a team aligned around one to three initiatives that are manageable. Instead of fighting complaints, take the time to understand the concerns of customers. You might have team members in the wrong roles or a process problem. A complaint is an opportunity to make it right – Maresa Friedman, Executive Cat Herder

              11. Use Artificial Intelligence

              AI has the power to transform customer service. Use chat bots, search, automated emails and more to better serve customers. – Gene Russell, Manex Consulting

              12. Build Customer-Specific Profiles

              Each customer is not a number, but a human—and a voluntary member of a brand. Although collective data is appropriate for trends, a customer profile (e.g., CRM system) is also useful in helping us understand the unique experience that particular customer has received. From products purchased to activity and customer complaints, this visibility can maximize a customer’s loyalty and ROI. – Corey Castillo, Truth & Spears

               

              13. Increase Touch Points For Deeper Client Engagement

              By increasing client “touch points” for employees across the length and breadth of the organization, customer service is enhanced. Often when clients only engage with the sales and support staff, there is a disconnect with the rest of the value chain. Regular client interactions with manufacturing, logistics, technology and R&D teams can help with insights and create initiatives for improving service. – Krishna Kumar, Intrad School of Executive Coaching

              14. Prioritize Employee Well-Being And Organizational Fit

              Customer service is critical in the business world. One way a struggling business can transform their customer support or service into a 5-star experience is to find out if their employees are working in areas where they’re the best fit. Employee psychological well-being and organizational fit are important components of employee job satisfaction and organizational growth. – J. Ibeh Agbanyim, Focused Vision Consulting, LLC

              15. Interview Your Biggest Fans

              Years ago, on faith, I asked a few of my senior-level clients to say something about my company. I really had no idea what they would say. They started talking and we recorded it. They said nice, unique things that at one point made a tear come to my eye. If you find out what your top clients love about you, you can share it, capture it and use it to inform your customer initiatives. – John M. O’Connor, Career Pro Inc.

              Author:

              Forbes Coaches Council is an invitation-only, fee-based organization comprised of leading business coaches and career coaches. Find out if you qualify at Forbes Councils.…

              Things Happen!

              We understand the peaks and valleys of running a business and the toll it can take on your credit score, but we are here to help.

              Whether as a realtor your credit needs help or it’s a client, the reward of good credit can be beneficial.

              Check

              Challenge

              Change

              We will also help you establish new Credit.

              Stop Over Paying on Rates and Insurance!

              Get Started Today

              Contact Ebizmore

              The Fact is that 95% of Small Business was not Prepared for the Pandemic.

              Our Clients Were!

              More Than An Accounting Service!

              Consultant * CFO *Partner

              Your Success is Our Number 1 Focus.

              Bank & CC reconciliation,
              Accounts Payable
              Accounts Receivable
              Financial Reports
              Payroll
              QuickBooks catchup/cleanup
              Invoicing
              Compliance reporting
              QuickBooks Online
              Much, much, more.
              +++Business Credit Builder

              Save up to $24,000 per year!

              Contact Ebizmore

              Ebizmore.com

              Submit your deals and get offers from multiple lenders.

              Real Estate Lending
              Fix-N-Flip
              Bridge/Hard Money
              Stated Income
              Full Doc
              SBA

              Business Loans
              Merchant Cash Advance
              Business Loans
              Equipment Financing
              Business Lines of Credit
              SBA
              Purchase & Receivable Factoring

              Personal Lines of Credit

              Business Accounting

              Business Credit Builder

              Go to ebizmore.com and register today!

              No Income No Asset Personal Lines of Credit

              for

              Startup, New Businesses or  Personal Use

              Funding Up to $250,000 

              Fund starts in 7-10 Business Days.

              680 FICO

              Co-signer OK

              NO INCOME DOCUMENTATION

              100% UNSECURED

              BK must be over 4.5 years

              Collections, Judgments, Late Payments must be over 12 months

              Learn More

              Reach Out and Touch Us