 WELCOME
Customer #1 vs. Customer #2
I recently found it necessary to make a large purchase. It’s not important what that purchase was. Suffice it to say that the old one broke, thus the need for a new one. Fast.
The salesperson at the store was so annoying that I left. I found it amazing that someone selling large-dollar items wouldn’t realize that I didn’t want to chat about the weather or his new car. I also didn’t want him to ramble endlessly about all the little perks that each model offered. Results are what I wanted.
All customers are different of course. But I think the lesson here is that the conversation that Customer #1 finds fascinating will be the one that makes Customer #2’s eyes glaze over. And just a few minor adjustments may be all that is needed to put both your customers in a buying mood. Making your business the one that sells the most dishwashers. Even to impatient me.
Libby Beatty, Chair
MBA Board of Directors
INSURANCE
MBA’s endorsed health care administrator, The Administrators, Inc., has supplied the following Independence Blue Cross article:
Students Fight MRSA!
Students Fight MRSA! Is a grassroots effort led by Independence Blue Cross, The Health Care Improvement Foundation, and The Franklin Institute to raise awareness about methicillin-resistant Staphylococcus aureus or MRSA, an  infection that has impacted schools throughout the region. Learn more about MRSA and tips on preventing the spread.
MRSA stands for methicillin-resistant Staphylococcus aureus. It causes a serious skin infection that is resistant to several common antibiotics. MRSA is spread through close skin-to-skin contact and has affected schools throughout the region. To help prevent MRSA:
- Practice good hygiene
- Keep cuts and scrapes clean and coverred with a bandage until healed.
- Avoid contact with other people’s wounds or bandages.
- Avoid sharing personal items such as towels, washcloths, razors, or clothes.
- Wash soiled sheets, towels and clothes in hot water with bleach and dry in a hot dryer.
- If a wound appears to be infected, see a healthcare provider.
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MARKETING
Work with What You Got
In tough times, it’s tempting to look to new markets for salvation, but before you do that, create strategy to get more from what you already have. For example, start by examining what you give away for free. If others are selling it –maybe it’s time for you to do the same. Then try reworking your price structure. If it’s been a while since you made changes, now is the time to see what others are charging. Your customers will likely stay with you when they see that you are on par with the going rate. And instead of seeking new customers, try selling more to your existing ones. By expanding your range with new products that complement the old, you may find existing customers re-inspired to spend.
How to Handle Customer Service Problems
No matter what kind of business you run you will inevitably face unhappy or irate customers. The cardinal rule: keep your cool. When dealing with angry customers first allow them to express their grievance. Then repeat their  problem back to them to be sure you have a mutual understanding of the situation. Then tell them that you’re sorry that they are having a problem and that you will do everything in your power to solve it.
For businesses that operate online, be sure that you have a number where a live employee can deal with any issues. If your staff is small, provide a number and an answering service that has hours of operation, availability and the option of leaving a message. By getting back to your customers in a timely and helpful fashion, you will likely keep the customer and even build a stronger bond with them.
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YOUR FINANCES
Reinvest in Renegotiating
Renegotiating business terms with customers, partners and vendors takes gusto and initiative. But as the flailing economy continues to affect everyone, you may find that your contract holders may become more receptive to negotiations. Here are some approaches to renegotiating terms and  services:
Clients: Instead of just increasing rates, increase rates and add more value to your product or service. This could mean extending warrantees or increasing levels of service. Implementing customer incentive programs that increase in value over time is another way to bolster your business.
Partners/Employees: Pay cuts are largely unpopular in theory, but pay cuts can be replaced with stock, discounts or additional perks. Partners have as much to lose as you do, so work in unison with them using temporary terms that result in a larger payoff over time.
Vendor/Landlords: When customers aren’t buying your products anymore, wholesalers and vendors feel the pinch too, so try to renegotiate credit terms or better deals on bulk orders, etc. The same goes for leased space. Try to create new lease rates with cheaper payments for a longer term.
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FOR THE HOME-BASED BIZ
Common Home Business Mistakes
Sometimes home business owners are so cut off from the outside world that they neglect to learn from watching others and more importantly from their own mistakes. Here are some common mistakes that can be overcome with minimal effort:
Time Management: At times, the freedom of working for yourself from your home or the road can be too much to handle. By organizing and prioritizing a flexible schedule that leaves room for improvement, you can truly benefit from the freedom of managing a schedule that promotes the most productivity  possible.
Ask for Assistance: Being secluded from a larger business community can leave you feeling detached and alone. Reach out to fellow professionals or organizations like MBA for advice, inspiration or just a good conversation.
Base Customers: Small businesses can get overzealous about building their client base while neglecting the clients they already have. It’s wise to remember your current base customers already know and trust you - which can lead to referrals.
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HUMAN RESOURCES
Spotting and Avoiding Problem Clients
Problem clients cost time, money and possibly your sanity. Here are some  hints to help you decide who is worth your time and who isn’t:
Personality: When meeting or interviewing a potential client, be conscious of pushy, demanding and unrealistic behavior. If you can spot these traits from the start, tactfully mention that he or she does not fit the profile of the client you’re seeking.
Chaos: When working closely with clients, it’s too easy to get caught up in their chaos. Try to probe to find out if there is any looming drama in their business or personal life that could potentially affect or corrode the relationship in which you may be investing.
Boundaries: By clearly outlining your boundaries and business protocol, you can more effectively weed out potential conflicts. Then simply ask the potential client if the way you do business works for them. Honesty will make or break the relationship – so get it from the start.
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IT
Online Coupons
More than half of the adult population uses the Internet to research purchases, so getting coupons in front of them couldn’t be easier. Coupons are easy to create and their expiration dates help to incite customers to action. Here’s how to get your coupon found on the web:
E-mail: If you already have their e-mail addresses, then you need to give them something worth opening. Sending coupons via e-mail is an easy way to promote new and sale items. And be sure to mention the coupon in the subject line.
Website: Having a space or an entire page dedicated to coupons is a great way to get online shoppers to act. Coupon codes or print coupons should be easy to find and use. You can even create a short video commercial on your site that encourages the use of the coupon.
Coupon Sites: Many search engines are full of requests for local coupons and there are many sites – both pay and free. Aside from getting more exposure for your coupons you can track and use your results to test your presence in the market.
Log Me In
For collaboration and connectivity, Log Me In offers solutions for doing business from a distance. Among their most enticing offerings is Log Me In Express, which allows you to collaborate almost instantly by sharing your computer screen with another computer. Simply download the applet and share your code with the desired participant so that person can log on and see your screen from anywhere. Log Me In Free is another offering that allows you to access your own computer from a web browser from anywhere. This means you can access any of your software or files from any computer that has an Internet connection. Both programs are currently free to use. Log Me In offers other pay services to enhance your connectivity.
Hack Yourself Before They Do
Did you know that vital personal and business data is stored in the hidden spaces of your computer? Hackers do, and they are ready and able to take it. With help from software like Identity Finder you can hack yourself before they do.
By hacking into your own system, you can identify vulnerabilities in your system that reveals social security numbers, credit card information, bank account data and more. Once you reveal the areas, you can decide whether to eliminate the data or to encrypt it for extra protection.
Identity Finder has tiered pricing for home and business and offers a free download for Mac and PC users on their landing page. The free version has limited protection but offers other perks like protected password storage.
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NEW MEMBERS
When our member base increases there is more of everything: more creative networking, more benefits and more experienced, enthusiastic business owners. All move our members toward growth, success and the entrepreneurial spirit.
Click here to meet our newest small business partners.
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Sponsors of MBA's AR Online Newsletter
Unless specifically indicated, MBA does not intend mention of companies, products or services discussed in this publication to be construed to be endorsements. The information in this publication is offered as examples that may be useful to our small business readers. Please consult with an industry professional before implementing any of the tips or subscribing to any of the services described above.
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