Transform Customer Complaints into Great Reviews and Referrals

In business, problems always arise.

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Things malfunction, customers get frustrated, or miscommunication causes delays. However annoying, big problems are still a gateway for better interaction. Consider this example from Toyota:

The year was 2013, and Webin Manzana noticed the dashboard of his 2008 Camry was melting due to the sweltering weather in the Philippines. Because the warranty on his vehicle had long since lapsed, Toyota Motors Philippines refused to get involved.

Manzana, frustrated with the inherent defect in the dashboard material, decided to fax a letter directly to the CEO of Toyota, Akio Toyoda. To his shock and delight, the next day he received a call from Toyota Motors Philippines, arranging to pick up the Camry and replace the dashboard immediately.

3 Ways to Resolve Sticky Situations

When handled poorly, customer complaints can deal a heavy blow to your business.

Here are three ways to resolve sticky situations while improving relationships with your clients.

1. Respond Quickly and Calmly

Whether you respond through e-mail or in a more personal way, time is essential in handling complaints.

Even if you can’t immediately fix a problem, remember that the thing your customer wants most is an acknowledgment of the issue and an affirmation of the frustration they feel. Listening patiently can diffuse many situations, especially if you actively sympathize and ask clarifying questions.

Put out fires quickly, and remain calm by reminding yourself the customer is not necessarily upset with you, but with the situation.

2. Tell the Customer How You Plan to Address the Problem (in detail with a specific time frame)

Once you understand why the customer is upset, you can begin to work on solutions.

If customer oversight was the only issue, a specific reparation (like partial refunds, replacements, or credits on future orders) might quickly mend the hard feelings. If you want to go a step farther, consider offering the customer not only a full refund or replacement but also a bonus item. If you are replacing a T-shirt, could you send them a second T-shirt to give away to a friend?

Every day, brand trust diminishes because of negative customer service experiences. Therefore, the psychology of offering a resolution cannot be understated.

In some situations, it may be best to ask the customer what he feels should be done to best resolve the issue. This allows a person to feel they have won (or that they were correct), and that your organization is willing to go the extra mile to make things right.

3. Keep Working to Ensure the Customer is Satisfied

After a problem is resolved, what steps will you take to follow up on your client again?

Can you call a week later, or send a follow-up e-mail after three days? Circling back gives you the chance to find out if you handled the issue thoroughly, whether a solution was effective, or if the customer had other questions.

Most people will be impressed that you take this extra step to solicit their opinion or ensure their satisfaction.

A Silver Lining

Though handling complaints can be tough, over time, it gives you greater insight into your products, your services, or into the minds of your clients.

Effective complaint management not only resolves problems, but it can transform people into advocates for your brand and sources for future referrals.

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Change Your Scenery, Change Your Outlook

GettyImages-673592950.jpgOn the sixth floor of a Boston office building, a sprawling Art Deco lounge gives way to a row of small, glass-walled offices. While the offices seem identical, the residents are not. As you stroll down the hall, you’ll encounter data scientists developing smart-home technology, tech rooms packed with drones and virtual reality headsets, a venture capital start-up, or even employees of Amazon, General Electric, or Liberty Mutual insurance. What do they have in common? A desire to change scenery and synergy through shared office space.

“Moving out of the corporate office empowered us to think and work differently,” said Adam L’Italien, Liberty Mutual’s director of innovation.

While Liberty wasn’t short on space, three years ago the company moved its Boston-based innovation center to a rent-by-the-month office space called “WeWork.” WeWork is one player in a co-working explosion in Boston. Since the start of 2017, co-working operators have leased 1.3 million square feet of office space for collaborative bullpens that attract smart young workers. Collaborative spaces offer employees the flexibility to work remotely, ease in moving around the city (versus locking into a longer lease), and the creative energy co-working can bring. Ann Smarty of Entreprenuer says this:

“Co-working allows you the opportunity to network and collaborate with a wide range of bright minds. Proximity gives you the chance to ‘pick the brains’ of professionals in your own line of work as well as those in related fields. Working across the desk from someone with a completely different skill set can help you discover a new source of ideas . . . (and) you might find your brain is starting to work in different ways, too! Taking the risk to invite others to work alongside you breathes new life into the creation process and shows in the finished product.”

Relationships: Our Most Valuable Resource

Whether it’s networking or collaborating, we know that together we can achieve things we never would alone. Business is constantly changing, and collaboration can shape insightful new perspectives. So where does meaningful networking fall in your list of professional priorities?

A recent LinkedIn study revealed that 70 percent of people in 2016 were hired at a company where they had a previous connection. But while 80 percent of professionals consider networking to be important to career success, 38 percent said they find it hard to stay in touch with their network.

What is one natural, rewarding way to overcome this obstacle? Doing business locally.

While it can be difficult to plug into regular networks or co-working opportunities, connected local communities are a great avenue for inspiration, feedback, and opened doors in the future. And vibrant local business relationships are a refreshing antidote to the isolation of the daily grind!

The Best Business is Born From Relationships

They say your “net worth” is only as good as your “network”. Local business partnerships foster a thriving business community that empowers us to grow in our goals, to collaborate on custom solutions, and to connect with important relationships and resources. It is our privilege to serve you, building a trusted partnership so that your print experience is better every time.

As you print here at home, we guarantee timely, best quality work from a printer who personally knows your product preferences, your past print specs, and the tailor services you’ve come to enjoy. As a bonus, staying networked with local businesses is thought-provoking, energy-boosting, and empowering! We enjoy our clients and look forward to great conversations with you this year. Thank you for your business.

Don’t Throw in the Towel Down but Not Out

GettyImages-694845400.jpgThey say that the difference between baseball and life is perseverance. No matter how hard you swing in the batter’s box, three strikes always mean you’re out. But in the game of life, strikeouts are only assigned to those who stop trying.

Feel like throwing in the towel today? We all do sometimes. But consider the words of Thomas Edison, who made more than a thousand attempts before finding the right materials to create the incandescent light bulb:

“Many of life’s failures are people who did not realize how close they were to success when they gave up.”

Or find hope in the words of journalist David Brinkley:

“A successful man is one who can lay a firm foundation with bricks others have thrown at him.”

The Irrevocable Power of Attitude

While circumstances are often beyond our control, we all have irrevocable power over one crucial area: our attitude. Austrian neurologist and Victor Frankl considered himself living proof. His best-selling book, “Man’s Search for Meaning” (or: Nevertheless, Say “Yes” to Life: A Psychologist Experiences the Concentration Camp) chronicled his experiences as a Holocaust survivor, discovering that a fundamental human reality means finding hope in all forms of existence. Even the most brutal. Frankl said this:

“The last of our human freedoms is to choose our attitude in any given circumstances.”

Surviving or Thriving?

How do you move beyond mere survival? Whether it’s stress at home or disappointment at work, how can you equip yourself with a persevering attitude?

Angela Duckworth (professor of psychology at the University of Pennsylvania) was teaching math when she noticed something intriguing: The most successful students weren’t always the ones who displayed a natural aptitude but those who possessed an overcoming (or “gritty”) spirit. That grit – a combination of passion and perseverance targeting a particular goal – helped Duckworth develop a “grit scale” tool to predict outcomes . . .  like, who would win the National Spelling Bee or who might graduate from West Point. Duckworth found a “gritty” attitude beat the pants off things like your I.Q., SAT scores, or even physical fitness in determining whether individuals might succeed!

Here are a few tips from Duckworth on awakening passion when your willpower is dying:

  1. Discover and deepen your interests. If you feel like quitting, re-examine what really energizes or inspires you. Perhaps a depressed spirit can prompt you to consider a necessary life change.
  2. Commit yourself to a positive attitude. Duckworth says the difference between quitters and overcomers was largely how they processed frustration, disappointment, or boredom. While “quitters” took negative emotional cues as an opportunity to cut and run, gritty people believed that struggle was a chance for growth, not a signal for alarm.
  3. Look forward not backward (especially in the face of failure!). Resilience is the ability of people, communities, or systems to maintain their core purpose, even in the midst of unforeseen shocks or failures. Futurist Andrew Zolli, author of Resilience, Why Things Bounce Back, says grit is the combination of optimism, creativity, and confidence that one can find meaningful purpose while influencing surroundings, outcomes, and individual growth in the process. In other words – even failing doesn’t bring failure! No matter what you face, you can take heart that even setbacks bring progress and that even suffering has meaning.

Of course, the final factor in persevering power is the support of a strong community. That’s why we take pride in a thriving local business economy and we take pleasure in shaking your hand. Let’s continue to grow in grit as we run the race together this year!

6 Over the Top Things to Look for in Business in the Future

ThinkstockPhotos-502868039.jpgBusiness isn’t going anywhere. In fact, here’s where the most probable types of market exchange will happen with customers according to famous futurists:

  • Remember those Star Trek episodes where people used a transporter to go from place to place? In the future, it’s likely that business will use something similar to deliver goods, from your printed materials to food to durable products delivered right into a person’s room as ordered, bought, and sent from a business electronically.
  • Michio Kaku sees a technology-driven convergence of thinking, consciousness, and the internet. Instead of thinking of the internet as a tool, people will become the Net by connecting their brain to it for full immersion and interaction, as well as contributing to real-time synergies in information generation and use. Business, no surprise, will become far more intangible as a result, adapting to the mind-environment to keep pace with where the new demand exists.
  • Personal augmentation with technology will be commonplace. Just being a regular, average human being won’t be good enough. Instead, people will carry their technology within them. Not to be confused with “on” them, but tech actually integrated with their bodies. We won’t need a computer to design what we want to print; the idea will come straight from a digital connection to our minds translated to electronics and then produced by a vendor as we desired.
  • James Canton sees robots and artificial intelligence giving human-led business a run for its money due to the fact that robots and AI will be able to easily grind millions of bits of statistical data and produce probabilities of what consumers want well before any humans can realize that want or need on their own.
  • Some folks don’t even look at business in typical environments. Instead, Jason Silva sees cars becoming so advanced, our need to drive will be replaced by our need to get lots done in a car while it dries itself. And that includes business, generating new ideas, printing and producing inside a car, and getting work and life done while traveling from point A to point B every day. Business services will tailor themselves to people working remotely all over the place, delivering what they need where they are, and when they need it.
  • Finally, our bodies won’t necessarily want to live longer just because our technology advances. So instead of relying on a failing system, the medical community will embrace body part production and printing, creating organ replacements designed by computer to work specifically with an individual patient. The term “batch order” printing replacement organs will take on a whole new meaning in hospitals.

    Long story short, business will likely still be around years from now, but how it delivers goods and services to consumers will change dramatically.

3 Gems for Small Business Owners from Jack Ma

ThinkstockPhotos-637152312.jpgAt a recent business leader meeting put on by American Express, Jack Ma from the Alibaba Group was the guest celebrity speaker. The reason why was that Mr. Ma was invited to share a bit of his wisdom and advice, particularly to small businesses. American Express has been maintaining a campaign of supporting and driving sales to small businesses to help them grow nationwide.

A Little Bit of History

Jack Ma did not come from well-established roots like, for example, President Trump. Ma was born and raised in mainland China, competed against thousands of others for a rare spot in the Chinese university system, and could not find regular employment many times. Then, with a spare moment of luck, he was exposed to the internet and realized nobody had catered websites to the Chinese. From there, his success took off, most notably with Alibaba.com.

Simple Gems of Advice

In his speech, Mr. Ma focused his advice to small businesses on three points:

  1. He advised business owners and those considering the venture to find out why businesses fail. Schools typically only teach success stories, but it’s critical to know what causes some people not to succeed to avoid the same mistakes.
  2. Business owners should listen carefully to their next-door neighbors. They are, literally, average consumers who can tell a business owner a library of secrets about what a consumer actually looks for when shopping. The problem is, people tend to avoid their neighbors thinking they’re too nosy. It’s an opportunity missed.
  3. Small businesses should “fix the roof when the sun is shining.” It’s an analogy that essentially means a business owner should be making changes and additions when things are going well. When things are rough, or there’s a major challenge, it’s not the time to be spending energy and money on fixes. Get to a good point again before thinking about changing operations or adding to costs.

Get Out of the Weeds

A lot of what Mr. Ma provided in his speech may seem like common sense for small business owners, but it’s hard to focus on thinking strategically when one’s head is buried deep in just trying to make it through the day. This is why his advice is so important; it reminds business owners to take a moment once in a while to get their head out of the weeds and think in terms of running a company again instead of momentary crisis management. In Ma’s opinion, smart and successful business owners are looking, learning, and timing their decisions with the best opportunities. And, they are not ignoring the best sources of business lessons when they become available.

If You’re Not Already Blogging, Now Would Be an Excellent Time to Start

ThinkstockPhotos-626669886Many people fail to realize just how important blogs are to a successful business because they still think about what blogs used to be. In the early days of the internet, many blogs were essentially “live journals.” If you wanted to read about what a trendy high school girl was having for lunch with her friends, she probably had a Blogspot blog that would let you do just that.

But today, blogging has become much more powerful and is one of the best ways to connect with your target audience.

The Power of Blogging: Breaking It Down

It’s been said that an incredible 79% of shoppers spend half of their shopping time researching products on the internet. While it’s true that product pages, technical specifications sheets, and other resources are important, users are also gravitating towards something much more human and valuable – blogs.

Think about the things that the right blog allows you to accomplish. First, it lets you dive deeper into certain topics, products, and services more than you ever could on a traditional product page.

Blogging is also a great way to position yourself as a thought leader in your industry, regardless of what that industry happens to be. It’s a chance for you to show that you really can walk the walk in addition to talking the talk, which ultimately helps build brand loyalty over the long-term.

Blogging, in general, also has a number of clear advantages over other forms of communication when it comes to engaging with your audience, as illustrated by these stats:

An Easy Way to Expand Your Reach

Remember, your blog is not a silo. The content that begins on your blog will ultimately make its way across social media as your users begin to share it, thus bringing more people back to your website over time.

Blogging can also help tremendously with SEO and search engine visibility. One of the factors that Google’s algorithm looks for when determining rankings comes down to how often a website is updated. If you publish one high-quality piece of content to your site every day, guess what? That counts.

Nobody is saying that blogging is the ONLY technique you should be using to connect with your audience. In truth, your long-term success will come down to you employing as many techniques as you can in order to further your quest of reaching the right people at the right point in their purchasing journey.

Wish You Were More Productive? Try These 3 Tips!

ThinkstockPhotos-502922626.jpgBeing productive means making room for the things you really want and uncovering new and innovative ways to work smarter, not harder. Thankfully, it’s a lot easier than you probably think it is. If you want to become more productive, here are a few key traits you should focus on.

Take Frequent Breaks to Recharge Yourself

Although this may seem a bit on the counterintuitive side, studies have shown that taking frequent breaks throughout the day help to recharge yourself. Our “biological clock” has two basic forms that are dictated by our natural twenty-four (circadian) rhythms and our shorter than a day, but longer than an hour (ultradian) rhythms. Our ultradian rhythms essentially function in 90-minute intervals. This is why it’s so easy to go from “firing all cylinders” to “boy I need a nap” and back again throughout the course of your work day.

Remember that managing your time and managing your energy are not mutually exclusive. Taking breaks will help get you over the hump and allow you to come back better and stronger than ever.

The Results Are All That Matters

In a piece originally published by Forbes on how to be a more productive manager, it stated how one of the key traits to focus on is leaning into the results, not the process. One of the reasons why we often feel overwhelmed at work is because we’re just not getting the results we’re after with a particular task. This causes our productivity (and as a result, our morale) to take a nosedive.

Because of this, it’s important to make your number one priority a high-quality, consistent, and reliable output, rather than simply trying to do as many things at the same time as possible.

Discipline, Discipline, Discipline

According to the experts at PsychCentral.com, one of the essential things that you can do to become more productive at work is to maintain a strict sense of self-discipline at all times. Highly productive people aren’t just able to eliminate tasks that are ultimately time-wasters – they also have a high degree of personal responsibility and are constantly looking for ways to improve themselves, both of which fall back under the distinct umbrella of discipline.

Hitting goals, meeting deadlines, fulfilling promises – these are the true goals behind that task you’re trying to find the time to accomplish. Maintaining focus on these through strict self-discipline is the perfect way to suddenly find more time in each day.

These are just a few of the key traits that you can focus on to instantly become more productive at work. This was the good news – the better news is that gains like these in your professional life will undoubtedly have a ripple effect on your personal life, too. You’ll be happier at home, and you’ll have more time to spend with your loved ones. It really is a win-win situation.