Give value to customers, it doesn’t have to be a spending on your side.
You can use learn more to get people visit your website.
Most of the sales is psychology.
You can reword to make people feel different.
Build trust with customers. Allow time to nurture relationships.
A little extra in the postage. Exceed expectations.
Given that you are doing your job well.
We want to make customers feel special.
Relationship is with your suppliers as well, not just with customers.
You don’t have to wait for Christmas to give back.
If you are not continuously developing trust and consistently delivering value, it becomes transactional and about price.
12 ways to create a great professional relationship
Heightened need – send an email to upsell before the order is dispatched?
BURAK – We can send upsell emails related to products purchased
Subscription services, convenience
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1- Be you, have a personality. Give something people to talk about. Not just sell them. We want them to join us in this journey. Introduce people from the team. Even you are small team, show them the actual people working behind the scenes.
2- Share your goals and values,
3- Respect, relationships take time to built unless someone is referred to you by a trusted connection. You never know where it is going to lead even a small purchase.
4- Don’t let your tongue run away with you. If you have good news, share the good news. Let people know that you have their back as a way of showing loyalty to them. We have all been at events where gossip and unnecessary conversations go down among people that simple shouldn’t be doing that.
5- Introductions, One of the greatest compliments to receive in business is a referral. But think twice before introducing people. You need to make your own decisions.
Have the right motives and be connecting people for the right reasons so don’t get too attached to someone on the promise of a referral. Not all referrals work out. It takes two to make it happen and work, so don’t be doing all the work.
6- Be open minded. You never know where it is going to lead. Realistic expectations and never assume. Always go into relationships with an open mind. People are only who we think they are based on what our interactions have been with them.
Accept the way people are not as you want them to be. If we have preconceived expectations of people, then we are setting ourselves up for disappointment.
7- Spend time with them: If you really want to get to know people, ask them to go for coffee so that you can talk more personally one to one. Don’t be afraid to share experiences, ideas, points of view and simply learn more about each other’s story, family and professional history.
8- Be fun,
9- Be honest when things are not going well. We are human and sometimes that means sharing and supporting people through difficulty, challenge and change. Showing our vulnerability is part of our authenticity. One word of caution, this is best shared with a select few rather than more publicity. Use good good judgement here.
10- Help each other out
11- Consistency
Offer the best service you can and do it.
Zappos 1 year return policy:
It’s easy, and it’s FREE! If you are not 100% satisfied with your purchase from Zappos Luxury you can return your item(s) for a full refund within 365 days of purchase. (Returns must be unworn, in the state you received them, and in the original packaging.)
Over deliver. Always over deliver if you can. Set realistic expectations and over deliver.
Identify 10 people, mutual benefit, something personal about them that you can use, your end goal, idea of how to get to your end goal.
GDPR
Requirement of getting permission to email to customers was there before GDPR. If you had gotten appropriate permission before GDPR, you didn’t have to ask for permission again.
GDPR aims to make accessing data and using it maliciously difficult. You should not store all sensitive data together. HR folder? Where is it stored? If everything is in the same place, it is not GDPR compliant.
If employee has a company phone, business in theory can track employee location in and out of work hours. Find my phone feature.
90% of the all data has been created in the last 2 years.
ICO – Make sure everyone deals with data correctly.
GDPR – you need to put policies in place mostly.
People can ask for a copy of the data of the business holds about them, for free. They do not even need to provide a reason.
Are all PCs have passwords? Windows 10 does not automatically encrypt data.
Take reasonable measures. Company laptops should not be able to print at home. You can not track what is being printed.
If the employee emails the sensitive document, it can be traced.
You must have company number and name on all official data stores, contracts etc
What is consent?
Any freely given specific and informed indication of his wishes by which the data subject signifies his agreement to personal data relating to him being processed.
Data risk assessment
Risk assessment is the identification of hazards that could negatively impact an organization’s ability to conduct business. These assessments help identify these inherent business risks and provide measures, processes and controls to reduce the impact of these risks to business operations.
SPAM – Ply around with the domains – it is very difficult to get out of the bad spam score of the domain.
CRM – You get out what you put in. Clean your data. No duplicates.
Zoho CRM – £25 per month. Cloud based. Tracks sales, sale based system.
Microsoft Dynamics – Lots of developers. You can customise it easily for industry specific needs. £90 per month. Some really smart features.
Infusionsoft – Marketing and sales point of view. 3-6 months to setup. Not very quick to setup.
Sales Force – Used to be #1 – cheap now but not developed for few years. pardot marketing £600 per month
What is the main thing you need from a CRM –
BURAK – Claim free book – just pay postage – add these books as well?
BURAK – Kids Birthdays – What was the reason for your purchase? We can ask customers.
Make it as easy as possible for people to buy – do not always discount.
Getting the customer relationship off on the right foot –
Open data sources – Big data corridor project
Never stop collecting data – GDPR does not say you can not collect. Just set policies and protect.
Utilize Linkedin
Small business have the advantage of having a personality, be human
Make sure the story you tell is of interest of your target audience.