Search Results for: blog how to say no to a customer or client

Insurance Agent Gets Six Years in Prison for Stealing from Clients

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A (now former) insurance agent has been sentenced to 75 months in prison because she stole more than $1 million dollars from her elderly clients. She told them that she was reinvesting their money. In reality, she was spending it on things for herself. Everyone has had the experience, at least once, of getting a letter in the mail that says that your insurance company has denied your claim. When faced with a bill that you expected your insurer to cover, it is not unheard of to have less than positive thoughts about the insurance company. It is easy, in … Continue reading →

Keeping Customers Happy

Whether you like it or not, if you run your own business, you are responsible for making sure that your customers are satisfied. For some small business owners this responsibility may seem like a burden. For others, it is a great opportunity to let your strengths and talents really shine. One great thing about owning and operating a small business is that you are in a position to give your customers the personalized attention and service that they deserve. Over the past few years, I have really started to pay attention to customer service both in my role as a … Continue reading →

You do Not Have to Continue Apologizing

We all make mistakes. As much as I would like to think that after all this time, when it comes to my work world, that I no longer make silly mistakes or even big and horrendous bloopers—it just is not true. I do make mistakes and there are regular occasions when I need to make apologies too. While it is important to make a sincere and genuine apology, it is also important to remember that you do not have to CONTINUE apologizing over and over again. Say that you are sorry, make amends and let it drop. It is better … Continue reading →

Controlling Your Clients—Good or Bad?

As much of a bad rap as controlling behaviors get, one would think that there is absolutely nothing positive or good that can come from someone who is controlling or overly involved with the trying to get people and situations to go ‘just so.’ Believe it or not, there are some positive things that come from the efforts of a controlling person and if you are prone to being controlling, it can help to look at why you are being so controlling and try to figure out how to let go of the negative aspects and hang on to some … Continue reading →

Converting Prospects into Clients or Customers

It may seem like a mystery to the beginning home business owner—how to take complete strangers or people who have never heard about the work we do and move them along the continuum until they become loyal customers and/or clients. The fact is, however, there is a process and it really is not all that complicated. It just takes some focus and creativity—not to mention some loyalty and dedication of our own—in order to turn a prospect into a client or customer. Believe it or not, if you continuously market and promote your business, people WILL find their way to … Continue reading →

Tell Customers What to do Next

I realize that this title sounds pretty bossy and that is not really what I am advocating. What I want to talk about is how we need to guide and direct our customers and clients instead of assuming that they will realize when it is time to make a purchase or tell us when they need our products and services. Often, we need to be the ones to lead the conversations and interactions in order for them to realize what is expected. This can be a sensitive reality that requires some tact. After all, we do not want customers to … Continue reading →

Avoid “Yes” and “No” Questions

When it comes to trying to move your customers and clients toward making a purchase or signing a contract, it is important to consider “how” you communicate as well as what you actually say. One thing to remember is that “Yes” and “No” questions—those questions that invite the other party to simply answer yes or no can give the customer or client an out. It is better to avoiding asking “yes” or “no” questions unless you really are prepared to hear the “no.” One of the basics in sales, of course, is to try to get the other person nodding … Continue reading →

Can You Ever Say “Thank You” Enough?

It has been a while since I have talked about the importance of saying “Thank You” in our home businesses. In fact, while it may seem incredibly obvious, often a simple “thank you” is nice but it is not enough. The more opportunities we find to thank our customers and clients, the more we may be able to inspire loyalty and a solid working relationship. Of course it IS important to say “thank you” after a meeting or a sale, but it is also important to find other ways to say “thank you” to someone for being a customer or … Continue reading →

Go Ahead and Cry (When the Customers aren’t Looking)

We cannot always be chipper, eager and happy home business owners. In fact, I do not think it is possible to start a business and never get frustrated or discouraged. We try so hard to give good customer service and say and do the right things that we can put incredible pressure on ourselves to be happy all the time. Baloney! Sometimes we just need to have a good cry—we just need to try to do it when the clients and customers are not standing by. A couple years ago, when I was still working in nonprofit management, I remember … Continue reading →

Coping with Customer Insults

It can be hard to take rude and insulting behavior from anyone, but when our customers or clients say insulting things to us, it can be tempting to refuse to do business with them. What is the professional way to cope and deal with customers who make insults or say purposefully rude things to us? It is hard to stay professional when a person feels threatened or disrespected! Many of us home business owners are parents too and depending on the age of your children, coping with insults and combating disrespect can be a regular challenge, why should we take … Continue reading →