Saturday, October 26, 2013

4 Surprising Business Statistics You Can Act On




Don't go into information overload when reading the latest business statistics. Instead, use the data to improve your business.

Mark Twain famously described three kinds of lies: "lies, damned lies and statistics." A newspaperman, Twain clearly understood how the unscrupulous can twist data or use impartial sampling to make numbers say what they want rather than reflect the truth.
With that understood, statistics properly derived and accurately reported can give small-business owners the information they need to make smart strategic decisions. It's why you keep track of your important performance numbers. Other statistics, like these four surprising facts, tell us things we need to know—or may have forgotten—about business and consumers in general.

1. Word of mouth is responsible for 50 percent of all purchase decisions.
This information comes from research by McKinsey & Company, as reported in Robbin Phillips and Greg Cordell's The Passion Conversation. If you take that to mean that half of everything anybody buys from you is because somebody else recommended it, you read it right. In this age of mass emailing, SMS marketing and increasing depersonalization, you still owe half your revenue to people who are talking about you and your business.
Is your business giving 50 percent of its marketing budget to keeping existing customers ecstatic? If not, your priorities aren't in line with the facts.

2. Fifty-two percent of all small businesses are home-based.
Forbes.com recently reported this statistic, which came from the Small Business Administration's Office of Advocacy, in a list of less-surprising statistics. The number is from 2012, and it represents the highest percentage of home-based businesses ever, a growth that comes almost entirely from changing technology in communication and publishing. The fact is, it's simply more possible to work from home now than at any other time in history.
As a business owner, this means you have an unprecedented opportunity to cut costs and assemble the best possible team. Costs go down as you outsource tasks to a small, home-based business instead of keeping a full-time employee on your payroll. Your team selection broadens because geography is no longer a barrier to working with somebody.

3. Online banking fraud costs about one-ninth the cost of fraud that comes from in-person or mail banking.
According to a report by Javelin Strategy & Research, the average loss to fraud for online banking victims is $551, while paper and mail banking fraud results in an average loss of just over $4,500. This lower risk comes from two factors. First, online bankers check their activity more often and can thus spot fraudulent transactions faster than those who still bank only via paper and people. Second, data on a server is more secure than paper statements in your desk or trash. Despite fears of electronic identity theft, fraud is much more likely to come from a physical source. The lesson here is all about adopting new technologies. Although most people use online banking now, initial acceptance was sluggish because people didn't trust the idea of putting their financial information online. Their mistrust was misplaced. Is your company missing out on any opportunities because there's a useful technology you don't understand?

4. Twenty-seven percent of small businesses lost employees in 2012.
Despite an overall increase in employment over the past year, this statistic from the U.S. Chamber of Commerce simply points out a fact of doing business: that losing an employee is just part of your job as a small-business owner. The study didn't delve into the reasons for the loss—quitting, firing or a "no fault, no foul" situation like moving away or getting married, but it's clear that more than one-quarter of businesses go through this. As a business owner, it's easy to take it personally when an employee leaves, whether somebody exits on their own terms or makes you encourage their departure. But these numbers should simply remind you that it's part of what you signed up for when you decided to be in charge, and losing employees doesn't make you a terrible person or a bad boss. What business statistics, either in general or from your own business, surprised you the most recently? Tell us about them in the comments below.

Jason Brick has contributed more than 2,000 blog and magazine articles to local, regional and national publications and speaks regularly at writing and business conferences. You can find out more about Jason at www.brickcommajason.com.

Saturday, October 19, 2013

The difference between creativity and innovation


The terms "creativity" and "innovation" are often used interchangeably, but they do not mean the same thing, writes Jeffrey Baumgartner. "Creativity" refers to the process of developing new ideas, whereas "innovation" involves the implementation of those ideas, he writes. Too many firms focus on creativity and ignore innovation, which is like coming up with a lot of cake recipes and never actually baking anything, he writes.

Saturday, October 12, 2013

The One Easy Way To Never Forget A Password Again


Make your life easier, and your online presence more secure, by downloading a password keeper app.

Are you still using the same memorable passwords over and over again in 2013? If so, I want you to open a Google Doc right now and type, "I will download a password keeper and change all my passwords," one hundred times. And no copy-and-pasting.

If you're using random passwords but storing them in your browser's default password system, you're not much better—these systems are not very secure and they're certainly not as convenient.
What you need is an app to generate random, impossible to break passwords and store them for you, all while making them as quick and easy to access as possible. The good news (and the bad news) is that there are now a lot of options to choose from. I'm slightly obsessed with this problem, so I've tested a lot. These are my recommendations.

Winner: Dashlane
Dashlane, like the others tested, is available on just about every platform and integrates with just about every browser. It also stores and generates passwords as well as autofills personal information and payment info.
Dashlane offers the best user experience, in my opinion. The interface is the most attractive and simple, but it's really how elegantly and simply it integrates with your browser that makes it my top choice.
There's a dashboard that shows you all your weak passwords and alerts you when a service you use has been compromised. Even though I've been managing my passwords for security for a long time, when I first set it up, I found that I actually had 94 weak or duplicate passwords! Yikes! A tool is only as good as the user who wields it, and this feature makes sure you're using the tool most effectively.
Dashlane syncs in the cloud and offers mobile apps that also make your passwords (and personal info) accessible—though you'll have to constantly jump over to the app and copy and paste, at least on iOS. That's a result of Apple's architecture, so every password keeper is like that.
The only feature it doesn't have, at least the way I'd like it, is sharing. Dashlane lets you "share" a password, but all it's really doing is sending an email with a secure link to your info, which someone can either read and enter manually or add to their Dashlane app at the click of a button. This is an okay solution, but I would rather be able to passively sync entries with other Dashlane users. I have certain entries that I'd like to share with my wife or assistant and I don't want to have to resend them every time I change them—nor do I want to have to remember which entries I've already shared.
Some users have reported instability, but so far I have not experienced any issues myself.
Runner Up: 1Password
1Password is also an excellent solution—and the one I used until I switched to Dashlane. It has many of the same benefits, and the design and user experience are second only to Dashlane. The design is a little overdone (big lock graphics, logins depicted as items on shelves, etc.) and the integrations are good, but not quite as tight, generally, as Dashlane's. It also syncs over Dropbox, rather than its own sync service, which is somewhat less secure. 1Password has the same sharing mechanism as Dashlane.
The biggest reason 1Password didn't beat out Dashlane is because of Dashlane's security dashboard, which shows you your weak passwords and reports when a service you use is compromised, and that makes all the difference in your actual security in practice.
Second Runner Up: Passpack
Passpack makes the list because it's very secure and it has the ideal (if somewhat cumbersome) sharing mechanism—it lets you sync individual entries with other users. It's not the only service with this feature, but it offers the best user experience for doing so. Unfortunately, while its own interface is fine, its integration is not nearly as deep and it offers no apps, only a buggy mobile site. As a result, you end up manually copying and pasting a lot, and you simply cannot get to your logins on mobile much of the time. Still, if syncing is your top priority, then Passpack is probably your best bet.
So Many Options, So Few Good Ones
As I said, I tested numerous, countless password applications. The only two other password applications that I found which offer the sync feature are Keeper and LastPass. That said, they have a pretty dated user experience, LastPass is like, Windows 95-ugly, and doesn't look like it's being very actively maintained, and Keeper's website doesn't offer a lot of information, so on principle I refuse to download or use it. Two others worth mentioning, only because they're so bad, are Roboform and KeePass—the user experience is poor and they don't have any syncing features.
Now you have no excuses. My recommendation: Download Dashlane and reset your most critical accounts now. I bet you can do that in half an hour or less. Then, replace two to three weak passwords every day until your online identity is locked up tight.

Saturday, October 5, 2013

5 Rookie Home Page Mistakes You're Probably Making


Your website is one of your biggest marketing opportunities. Don't let it fall victim to these 5 home page missteps.

It's all too common for small-business owners who build their own websites to make a handful of rookie mistakes. Unfortunately, it's not unheard of for hired professionals to make errors when designing websites, too.
Your website is one of your most important marketing tools, so whether you're taking on the creation and design of it yourself or you're hiring someone else to do it for you, make sure you avoid these all-too-common home page mistakes:

1. Too Many Choices

People won't actually read your home page. They'll scan it, looking for the information that's most immediately relevant to them. If they can't find it quickly and with minimal effort, they'll visit a site where they can.
Your site should be designed to guide new eyes exactly where you want them to go, even if they don't know for sure what they're looking for ... especially if they're not sure what they're looking for. Simple navigation with clean lines is the way to go. If your business requires that you offer robust, complex choices, do that on a deeper page. Your home page should be simple and easy to navigate.

2. Wall Of Text

A few years ago, a multimillion-dollar ad campaign from five major magazine publishers who were touting the power of print stated "We surf the Internet. We swim in magazines." To do that surfing, people will interact with, share and return to websites that have pages with: 
  • Short paragraphs
  • Bullet and numbered lists
  • Lots of white space
  • Images and other graphics
  • Sections with subheadings
Anything that breaks up the information you're presenting means people will read more about your company, your products and services, and why they want to do business with you.

3. No Blog

Blogging for your business doesn't mean you have to post something every day, but it does give your website dynamic, rather than static, content. Dynamic content means something on your site changes often enough that people will come back to see what's new. More important, it engages Google in a way that unchanging pages don't.
Even one post per week, or two each month, will be enough to get the attention of Google and other search engines. To attract the attention of human readers, be sure to announce the newest blog updates on your social media platforms and encourage subscribers to sign up for your blog.

4. No Optimization

Yes, there's a lot of voodoo feel to search engine optimization (SEO). Yes, there's a larger-than-is-reasonable group of charlatans pretending to provide good SEO advice without actually helping your business. No, this doesn't mean you shouldn't build your site without sound SEO practices in place.
A full discussion of SEO could fill several books, which would then need new editions fairly quickly because of how rapidly Google changes its algorithms. A short list of essentials includes:
  • Identifying three to five keyword phrases for your site to aggressively pursue
  • Including keywords in metadata, URLs and similar "behind the curtain" aspects of your home page
  • Avoiding "black hat" SEO methods like keyword stuffing and courting unrelated links
  • Using smart, natural instances of your keywords in your blog and on the static pages of your site

5. Neglecting The Obvious

Google gives bonus points for including a handful of simple page components on your website, which will help your site perform better in searches. Including "Privacy Policy" and "Contact" pages with specific data about your company, information about how to reach you and what you'll do with customer information takes no more than 30 minutes per page, but it's been shown to give sites preferential ranking over similar sites that lack those pages.

Saturday, September 28, 2013

Face To Face: The Forgotten Social Network


These four acts of real-life social networking can help bring in new leads and loyal customers. Better yet, mix the real-life social network with the one online for an even bigger boost.
In a decade where everybody is on at least one social network, it's easy to forget that once upon a time people did their social networking face to face. That's a bad thing to forget, since a Forbes study reveals that people found face-to-face interaction more persuasive and trustworthy than interaction via the Internet by a margin of 80 percent.
This isn't to say you should abandon your online social media platform. It's still the most cost-effective way to reach new people. You just need to remember that it's best used as a means to get face time with new prospects, not a replacement for it. Ready to get out from behind your computer screen and meet some people? These tips can help.

1. Join the Chamber of Commerce

Your local chamber of commerce hosts multiple classes, meetings and presentations every month, attended by your peers in the community. This is indispensable if you offer business-to-business services and still highly valuable if you do most of your business with the public. In either case, you'll be forging those closer relationships and establishing the trust that makes face time so powerful.
Bonus points for not only attending a class, which most chambers offer, but also teaching one. Attending builds your skills in areas you're not yet an expert. Teaching shows everybody why they need to buy from you.

2. Break Out Your Dating Moves

No, that doesn't mean putting on your v-neck shirt and trying out cheesy new pick-up lines. But meeting and creating relationships with new prospective business partners can be a lot like meeting and creating relationships with a new prospective romantic partner. Use all the best practices you use (or used to use) on a first date. Be polite. Talk more about the other person than you do about yourself. Never wait for a "second date" to show off your best talents, because without them, that second chance won't come.
Bonus points for not using the classic "wait three days to call" dating doctrine. Follow up with an email or social media ping that day, or the following morning at the latest.

3. Dress the Part

Every face-to-face meeting has a dress code, and the dress codes differ. A business insurance conference in New York City requires different dress than a writers' conference in Eugene, Oregon. The more you "go native" for whatever kind of mixer or meeting you attend, the more comfortable your fellow attendees will be with you. If you're not sure how to dress, check the event's website for photos of the last event by the same group.
Bonus points for dressing the "part +1." Dressing slightly better than everybody else gives you an air of authority and success ... but only go slightly better, otherwise this will backfire. Wear slacks and a polo to a casual event, not a suit. Wear a suit to a business casual event, but not a tux.

4. Go to the Other Conferences

A writer who goes to a writer's conference will meet a lot of peers and learn some valuable things about the trade, but very few people, if any, will need his skills. That same writer who goes to a trade conference for self-employed plumbers will be the only writer in a room full of people who need his skills. The same goes for whatever your business offers. 
Bonus points for presenting at that other conference. Even things that are trivial to you and your competitors or peers will be new and exciting to people in other fields. It makes you look smart, and introduces you to everybody in the room all at once.
When you get home from your face-to-face networking time, jump into social media to make the connections that let you capitalize on what you accomplished in person. Neither sort of social networking is better or worse than the other, but the combination of the two is more than twice as powerful as either one alone.

Thursday, September 19, 2013

10 Siri Tricks To Help You Be Your Most Productive Self



Apple's sassy assistant Siri can be the biggest productivity booster ever. Dial up your patience for a few days, and try these easy tips. Once you do, you may never go back to life without Siri.
There are literally thousands of commands you can issue to Siri, the “intelligent” voice-activated assistant built into Apple’s iOS. I say “intelligent” in quotes because for many people Siri is anything but. Siri can be, in fact, completely useless.
The first couple of times Siri stumbles on a command, or simply times out, you cuss it out and never launch it again. At least, that was my experience. That’s until I wondered whether the problem was actually me, and not Siri. I know this sounds like a bad breakup line, but I’ve been spending some time trying really, really hard to make it work. I’ve been tweaking settings, learning commands and patiently correcting Siri when there was a hiccup.
The results have been pretty good. It's not perfect, but it is a lot better. I found that keeping it simple is the best approach. Nothing too ambitious. Siri can find flights or book restaurants, but I tend to use her for everyday tasks—the productivity stuff, in other words.
And for a lot of it, Siri is simply the best. There is no easier way to set a reminder, add a meeting to your calendar, start calls or send messages. You speak, she does it. For example, after you park your car and feed the meter, try saying “Set a one hour timer.” It’s much, much easier than doing it manually.
A small commitment spent learning how to use Siri can pay off big dividends. Siri has lived up to its promise and truly made me more productive.
If you've dismissed Siri due to frustration, or never even gave it a shot, I have 10 simple tips to help get you started. Try them. Once you work out the kinks and get in the habit of using Siri, you'll wonder how you ever got by without it.

1. Make Siri A Habit

The biggest hurdle was forcing myself to use Siri. Every time she failed, I just gave up and did whatever it was I was going to do manually. However, by forcing myself to launch Siri every time I went to type something, I soon got into the habit.
Instead of opening the Messages app, I now say “text my wife,” and I’m usually done in a fraction of the time this used to take. Next time you start an email or search for a contact, force yourself to use Siri instead. It takes about a week to get into the habit, but it’s worth it.

2. Use Raise to Speak

Most people hold the Home button for two seconds to bring Siri to life, but there’s a better way to use Siri in public. Raise to Speak launches Siri when you lift your iPhone to your ear, and you are "not" making a phone call. Her voice comes out of the earpiece, not the speaker, and you look as though you are making a regular phone call when you speak to her.
If Raise to Speak is off, go to Settings > General > Siri and scroll to the bottom. There you’ll see the “Raise to Speak” button, which you can switch to "on."

3. Set Up Your Contacts

Make sure to tell Siri about all your most important relationships. You can do this manually in Contacts by selecting your own contact information and filling in the slots for “wife,” “daughter,” and so on. A quicker method is to tell Siri directly: "Joe Bob is my brother.” Just make sure the name is already in your contacts. Say “Yes” when Siri asks you to confirm. This is a great and natural way to contact people: “Call my boss” or “text my assistant I’ll be 20 minutes late.” You can even add custom labels like “accountant” or “lawyer.”
apple-siri-productive-khaney-open-forum-embed

4.  Add Phonetic Spellings And Nicknames

Siri stumbled over my daughter’s name until I added a phonetic spelling to her Contact card. In Contacts, find the person with the troublesome name. Hit “Edit” and scroll down to the bottom. Hit the button that says "Add New Field” and select "Phonetic First Name" or "Phonetic Last Name," depending on which one Siri can’t recognize. Now when you ask Siri to say or recognize a name, she'll get it right. You can even do this for place names, like favorite restaurants or places with hard-to-recognize names. Palace of “Ver-Sigh,” for example.
Another useful trick is to add nicknames to contacts. Using a nickname to call someone or send a text is a great, natural way to do things. Again, find the contact, hit “Edit” and “Add New Field” and select “Nickname.”

5. Calendar

It takes some getting used to, but using Siri to manage your calendar can be a big productivity boost. Adding new events, for example, can be a lot easier with Siri than any other method, including typing on your computer. The main trick is to include as much information as possible in the command. A rookie mistake is to say, “Schedule a meeting for tomorrow,” to which Siri responds with a query about what time? Better to say "Schedule a meeting with Joe Bob tomorrow at 11a.m." If Joe Bob is in your contacts, he will even receive an email invitation.
Siri has quite a lot of smarts. If you make a mistake, you can easily fix things by saying "change the time" or simply “cancel.” If there is ambiguity, Siri will ask questions to clarify the time or location. She is aware of conflicts with events already on your calendar, and can respond intelligently if you say “Cancel the 5 p.m. appointment” or “Reschedule my meeting on Thursday.”
Siri is good for searching your calendar or changing specific events. She understands “What appointments have I got tomorrow?” as well as “Cancel my doctor’s appointment on Friday.” 

6. SMS

I use Siri a lot for sending texts, my preferred way to communicate these days. Again, the rookie mistake is to say simple, “Send a text.” If you don’t specify, Siri will prompt you for a name, phone number or email address. Better to say, “Tell Joe Bob I’ll be 20 minutes late,” or “Text my mother that we arrived safely.” The keywords are “Tell” and “Text,” which alerts Siri to send an SMS message. In the car, you can ask Siri to read arriving texts out loud, and then respond: “Reply that I will be there shortly,” all without taking your eyes off the road.

7. Email

Using Siri for email is a bit more involved than sending SMS texts, but again it’s useful for situations like driving. Siri understands “Check Email” and will respond with a list all of your latest messages. You can respond by saying “Reply to saying .” You can even email multiple recipients.
When using Siri to send an email, the important keywords to use are: “send”, “about” and “say.” This way you can rattle off the recipient, subject line and message body in one go: Send email to about and say . So, to send an email addressed to “Joe Bob” with the subject of “Las Vegas” and the body message of “You up for a trip to the desert this weekend?” you would simply say: "Send email to Joe Bob about Las Vegas and say You up for a trip to the desert this weekend?"
Siri will confirm if the message is ready to go, and you simply respond “Yes” or tap the “Send” command on screen.
It can be quite a mouthful, but it is considerably faster than the laborious question and answer method of using Siri with a standard “Send email” command.

8. Location-Aware Reminders

To-do lists never work for me because I always forget to check them. Not so with a reminder that pops up at a particular location. It’s dead easy to tell Siri: “Remind me to get milk when I leave.” And when I step out of the door, the reminder pops up. There’s no need to tell Siri my location thanks to GPS.   
There are lots of situations you can use location-aware reminders: “Remind me to feed the fish when I get home,” or “Remind me to say happy birthday to my boss when I get to work.”
I find it useful for errands: “Get coffee at Martha Brothers” (my local coffee shop) or “Drop clothes at Locals Dry Cleaners.” Then when I pass the dry cleaners on the way home, a reminder pops up. Of course, you have to put the addresses of the coffee shop and dry cleaners into your contacts and turn on Location Services in Settings > Privacy Location Services.
To add addresses to your contact book, say “Find Walgreens,” then hit the red pin in the map and select the “Create New Contact” button to add it to your contacts.

9. Use The “Information” Button

When Siri is invoked, there’s a small “i” icon (for “Information”) in the bottom left corner of the screen. It’s very easy to overlook, but tap it and you’ll discover a big and useful library of tips for using Siri. They are arranged by App or task: Phone, Messages, Calendar, Restaurants, Movies, Notes and Settings. It’s well worth spending some quality time here, familiarizing yourself with features like finding the easiest way to get a trivia answer—simply by saying, “Google the war of 1812.” 

10. Fix Mistakes And Keep Going

Perseverance is one of the keys to getting Siri to work over the long haul. Apple claims that Siri gets better the more you use her. She does this by listening for your dialect or accent, and categorizing you against all the accents she understands. The more people use it, the more accents she understands and the better she is able to understand you, the individual. Or so Apple claims.
On a personal level, you can help her better understand commands by manually correcting mistakes. After issuing a command, check the speech box showing what you said. Siri frequently underlines in blue any words she misheard or can’t understand. Hit the underlined word and a dialogue pops up with some alternatives, which are often correct. I found that Siri often stumbles on the same commands and that training her to recognize correct words pays off. Of course, it’s inconvenient, but her transcription errors are far more infrequent after a little training.

Wednesday, September 18, 2013

5 Killer Old-School Marketing Tricks


When it comes to marketing, the old tried-and-true methods combined with new technologies can pack a killer punch.
SEPTEMBER 10, 2013 
In this brave new world of communication, it can be easy to put all your marketing muscle into the newest "shinies" like Google+, Vine or Twitter. These are all powerful, cost-effective tools; however, you shouldn't focus solely on what's new. Some of the old-school methods are just as compelling, and effective, as they always have been.

For an even stronger punch, try combining the two—modern technologies and old-school marketing tricks—to arm yourself with seriously killer marketing tools.

1. Word-of-Mouth Marketing

Word of mouth remains the most trusted form of marketing available. People trust their friends and family in ways they'll never trust even the most brilliant advertising campaign. Reward your loyal customers for bringing new people into the "family" and encourage your staff to spread the news among their contacts.
Killer Marketing Opportunity: Exponentially increase your referral reach by incorporating a referral program into your email marketing lists and social media efforts.

2. Personal Connections

This can't be the first time you've heard that people find the modern world impersonal. Whether they're being given a case number by a customer service rep who can't be bothered to learn their name, or placing an order with no human contact, customers miss feeling like a person. Creating even a small personal connection will make you memorable in the best possible way.
Killer Marketing Opportunity: Use contact tracking software to remember birthdays of your clients and reach out with a personalized note via social media.

3. Postcards

We're not talking about direct, unsolicited mass mailing postcards here. Those are expensive for you, annoying for the recipient and bad for trees. Instead, we're talking about a personalized postcard you send to a customer to thank him for a recent order, tell him about an upcoming event he might be interested in, or some other similar message that indicates a real connection.
Killer Marketing Opportunity: Use online printing services to produce a limited run of a truly beautiful postcard. Prestamp them and keep on hand to send out as a standard step in your order process.

4. Face Time

Local networking is still the number-one way to get solid customers who stick with you year after year. Social media is great for maintaining a tenuous connection, but it pales in comparison to the power of sitting next to each other at a local meetup, chamber of commerce meeting, industry conference or fan convention. Sure, it's a bigger time footprint than updating your Facebook page, but it's worth the extra effort.
Killer Marketing Opportunity: Find fun meetups and conferences in your area that aren't for your industry, but are for industries that need your services. If you sell accounting software, the local Accounting Software Association meeting will be light on good leads ... but you may be the only one of your kind at the local Small Business Association get-together.

5. Radio

TV is effective, but out of the price range of many small businesses. Print works, but is often too diluted. Radio has historically been, and remains, among the top values for a small-to-medium business's advertising dollars. Don't limit yourself to ad spots, either. Most local radio shows—the ones that will reach people in your immediate area—are hungry for guests.
Killer Marketing Opportunity: Combine the power of radio with the power of modern communication by getting on podcasts about your industry, or making your own podcast with advice about your expertise. 

Jason has contributed over 2,000 blog and magazine articles to publications local, regional and national. He speaks regularly at writing and business conferences. You can find out more about Jason at his website.

Friday, September 13, 2013

Happy to announce our new client projects this week!

• Boardroom Communications -- Ver Ploeg & Lumpkin, P.A. ad
• The Wasie Foundation -- web site updating
• The Las Olas Company -- web site updating
• Women in Distress -- Starfish gala save the date email
• The Fresh Squeeze -- logo identity
• Gold Coast Jazz Society -- annual gala logo and invite
• Regent Bank -- October newsletter

Thursday, September 5, 2013

6 Ways To Boost Your Business Relationship IQ


It's not just business savvy that makes for a great business owner. It's the way you relate to your customers that really drives success.
Small-business success often has little to do with acumen or product quality, but everything to do with the ability to successfully navigate relationships.
Like many small-business owners, Ashish Rangnekar, CEO and cofounder of BenchPrep, started his company on a shoestring.
“I didn't have a sales force or a million-dollar budget in the beginning,” says Rangnekar, whose company provides personalized, interactive educational courses on portable devices. “What I possessed was the ability to tell my story to potential customers and build those relationships.”
Rangnekar’s efforts paid off. Since starting in 2010, he has 30-plus clients, and his courses have been used by more than a half million students.
A small-business owner’s relational IQ—the ability to get along well with others, manage conflict and problem-solve—can be more important than his or her actual IQ, according to Van Moody, author of the The People Factorand professional speaker. Q
“Lasting success in the workplace depends on your ability to relate effectively with people,” Moody says. “Research shows that 60 to 80 percent of all difficulties in organizations stem from strained relationships between employees, not from deficits in skill or motivation. Small-business success often has little to do with acumen or product quality, but everything to do with the ability to successfully navigate relationships.”
Raise your relational IQ and increase business by keeping the following six tips in mind.

Make Working With You Easy

“Your customers and partners should never feel like maintaining a relationship with you is painful for them,” says Michael Weissman, founder and CEO of SYNQY, a company that specializes in growing new small-businesses and turning around brands with Internet marketing techniques.
“People immediately turn away from friction,” Weissman says. “Do everything you can to lower the emotional, logistical and financial costs of working with you. If you don't, your relationship might not be strong enough to withstand challenges from competitors. The truth is if a customer has two companies that both provide excellent service but one company is easier to work with, that company will get the job every single time.”

“ Increase Your Capacity for Empathy

The ability to understand where others are coming from goes a long way toward creating good business relationships.When I put out verbal or written communication, I consider what I have to say from a recipient's point of view and ask myself if I’m speaking to his or her needs,” says Phrantceena Halres, chairman and CEO of Total Protection Services, a certified security services company that protects infrastructure assets for businesses.
“I’ll inquire about the person's situation, including what he or she has already tried that hasn't been effective and why I'm being contacted,” Halres says. “Taking an interest in the person sends a positive message and gives me important information as to what to do and what to avoid.”

Have A Trustworthy Online Presence

Now that an increasing number of relationships are established digitally before you meet in person, it’s critical that you establish trust online instantaneously, Weissman says. “Ask yourself if your online presence is building relationships or is it just transactional?” he says. “It’s important for businesses to also be relational digitally.”

Make It Reciprocal

Don’t be a “taker,” says Moody. “It’s important to recognize when a relationship could use more of a giving spirit. When we think about what we can do for others instead of what we can do for ourselves, we get to the very heart of healthy, successful interactions. In a strong relationship, both people willingly give far more than they take."
The strongest relationships are mutual and synergistic, Rangnekar agrees. “People are much more interested in what you have to say when they realize that you truly understand what they need and want, and that you care.”

Have Patience

It took Rangnekar six months of relationship building before he secured his first educational publisher.
“Don’t expect to be best friends overnight,” he says. “Relationships take time. We worked for several months before securing that first publisher. Because we so patiently cultivated that relationship, not only did we land that company’s business, they referred us to more publishers.”

Maintain The Relationship

When it comes to business relationships, a lot of emphasis is put on starting relationships, but not a lot focuses on building those relationships for the long term, Rangnekar says. “I can’t emphasize enough the importance of maintaining your business relationships so they stay healthy and profitable for everyone.”
Keep these relationship-building tips in mind, and you’ll soon find yourself with increased business and happy customers.
Read more articles on customer service.
A freelancer since 1985, Julie Bawden-Davis has written for many publications, including Entrepreneur, Better Homes & Gardens and Family Circle.
Photo: iStockphoto