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Topics: Consulting

If you run a small business, you need to wear many hats. It’s never enough to just focus on select parts of your company. You need to understand how each of these parts adds up to a functioning whole. 

Of course, this is often easier said than done.Immediate problems may demand your attention, which makes it hard to address long-simmering issues. But if you don’t tackle these problems eventually, they can fester and blow up beyond proportion. 

Ultimately, succeeding in business requires strong leadership, foresight, and excellent resource management. These 10 tips will help you cultivate these skills and boost your company’s efficiency.

1. Prioritize the Right Leads

You should always try to offer an ideal customer service environment, but you also have to look out for your company’s self-interest. Sure, a long shot could become a client with enough nurturing, but that effort can’t come at the expense of a prospect who is sure to sign with you. Remember that your company needs revenue to survive, so go after more challenging leads after you’ve closed deals with the safe bets.

2. Make Sure Your Salespeople Aren’t Aggressive

Your salespeople seem desperate when they use aggressive tactics to close a deal. Leads don’t respond to desperation, so make sure your representatives take a calm, even-handed approach in meetings and negotiations.

3. You Need to Listen to Social Media Feedback

Social media offers customers immediate engagement. If they’re frustrated about your product or service, they’ll let you know. You need to address these complaints in a timely, polite fashion, or else you’ll alienate existing customers and new prospects.

4. Never Pass Up the Chance to Engage with Consumers

Your small business needs to provide top-notch customer service from the moment a lead engages with you. When you maintain open communication throughout the sales process, customers believe you have their best interest in mind, which makes them more likely to buy from you.

5. Phone Etiquette is Essential

Phone etiquette is the first step to a positive company-client relationship. Establish who you are and what you’re calling about at the beginning of your call. From there, listen to callers’ issues and repeat them back to ensure you understand them properly.

6. Outsourcing Your Call Center Can Save You Time and Money

Call centers gobble up your small business’s resources. You have to buy costly equipment, recruit and train employees and then oversee daily operations. It may be more efficient to outsource these operations to a more qualified firm.

7. Accounts Receivable Should Confirm Invoice Receipts

You may think it’s pushy to contact a client to ensure they’ve received your invoice, but if it actually never arrived, you’ve just saved yourself a lot of time and confusion. It also lets your customers know you’re serious about getting paid without seeming too aggressive.

8. Don’t Send Paper Invoices

Invoices can get lost or delayed when you send them through traditional mail. An electronic invoice reaches your clients in the time it takes to send an email, so the follow-up process becomes much easier. It also reduces cost and environmental waste.

9. Maintain Effective Data Security

There’s no faster way to lose customers than to accidentally leak their personal data. Even information such as their names and addresses can lead to severe identity theft. Make sure you adhere to information security standards and stay up to date with the latest technology to keep your clients safe.

10. Outsource When Necessary

Very few people can do everything themselves. The most effective business professionals recognize when it’s more efficient to let someone else assume the responsibility for the difficult parts of their company. The company can focus on the things it does well, secure in the knowledge that the problem is being solved.
How Call Center Technology Is Evolving

Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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