Zig Ziglar: Memorable Quotes to Live By

Attitude Makes a Difference

Your attitude, particularly in business, makes a difference. Life is not perfect and every now and then we all get throw a curve ball or two. How you deal with these situations can make or break the success of your business. Successful business owners do not focus on the negative, but instead channel their energy on what they can do to move their business forward. 

(Photo courtesy of
http://winthecustomer.com/customer-service-attitude)

Having a positive attitude and staying motivated takes patience and practice. The father of motivational speaking, Zig Ziglar said it best, 

“Of course motivation is not permanent. But then, neither is bathing; but it is something you should do on a regular basis.”
 
A World War II veteran, Ziglar became the top sales person in several organizations before going out on his own as a motivational speaker and author. Ziglar wrote over two dozen books and enchanted millions with his lessons in positivity and leading a balanced life. Passing away at 86, Ziglar will be remembered as a man who inspired millions of people to believe in themselves and their dreams.

So the next time you need a little positive push, think of some of these memorable and reassuring Zig Ziglar quotes.

• “If you can dream it, you can achieve it.”
• “Remember that failure is an event, not a person."
• “Lack of direction, not lack of time, is the problem. We all have twenty-four hour days.”
• “Attitude, not Aptitude, determines Altitude.”
• “Of course motivation is not permanent. But then, neither is bathing; but it is something you should do on regular basis.”
• “Among the things you can give and still keep are your word, a smile, and a grateful heart.”
• “Expect the best. Prepare for the worst. Capitalize on what comes.”
• “There has never been a statue erected to honor a critic.”
•  “A lot of people have gone further than they thought they could because someone else thought they could.”
• “A goal properly set is halfway reached.”
• “If you go looking for a friend, you’re going to find they’re scarce. If you go out to be a friend, you’ll find them everywhere."

Increase Sales Without Spending a Lot of Money

One of the easiest and most inexpensive ways to increase sales is to keep your current customers happy. Sounds pretty obvious, right? However, as simple as it seems you'd be surprised by just how many companies don’t  execute a retention strategy.  If you haven't already implemented a retention plan or are looking to improve the one you already have, we've included a few simple and effective tactics.

3 Reasons Why to Implement a Retention Strategy Today

• It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.  (White House Office of Consumer Affairs).
•  A 2% increase in customer retention has the same effect as decreasing costs by 10%. (Leading on the Edge of Chaos, Emmet Murphy & Mark Murph).
•  Depending on your industry, reducing your customer defection rate by 5% can increase your profitability by 25-125%. (Leading on the Edge of Chaos, Emmet Murphy & Mark Murph)

Simple & Effective Customer Retention Strategies

• Start a VIP Program. VIP programs make people feel special and give them a sense of status. Identify top customers and offer them specialized services, special promotions, incentives, or exclusive access to new products and services. 
• Exceptional Customer Service. Fact: 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report). Besides having representatives that are knowledgeable and courteous, it is also important that your customers can reach you when they need to. Advancements in technology offer businesses of any size (big or small) the ability to look bigger and sound more professional overnight. If you don’t already have a business VoIP solution installed in your office/business, it’s time you looked at some of the benefits it can bring – such as cost savings and Fortune 500 calling features such as Virtual Receptionist, Voicemail to Email and Find Me Follow Me (which allows your customers  to reach you anytime, anywhere and from any device).
• Implement customer feedback surveys. Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service. (Accenture global customer satisfaction report 2008). Surveys can help you find out what your customers’ expectations are, what you are doing well, 
• Start a blog. A blog can be a great place to not only keep your current customers happy, but also attract new ones. Everyday people search the Web for answers – become an expert in your field. Cover topics that your audience would find of value and become the 'go-to-guy' in your industry. 
• Build relationships through social media. These days, people are glued to their computer screens and smartphones. You can use this opportunity to connect with your customers through social media venues like LinkedIn, Twitter and Facebook. You can post things such as company news and pictures, promotions, tips, and contests.
• Referral programs. Start a program that rewards both your customers as well as their referrals. Show your customers that you not only appreciate their business, but that their referrals make a big difference in your business as well. 

Customer Service Tips For Your Small Business

As a small business owner you know the importance of keeping your customers happy. However, many businesses fail in doing so simply because they don't know how to develop and implement "good customer service" strategies.

Here are some useful tips on how you can apply good customer service strategies that will keep your customers happy and your business booming!

• Identify your target customers- What type of customers will your business attract? Who are they? What are their needs? Start by doing some quality research on your customer demographics. The key to making your customers happy is to understand what they really want.
• Anticipate your customers' future needs- Not only is it important to determine what your customers want now, but also what they will need in the future. This will help generate loyalty and repeat customers. You can find out your customers' wants and needs by:
• Conducting online customer service satisfaction surveys. (Some free online survey sites: http://freeonlinesurveys.com/, http://www.surveymonkey.com/, http://polldaddy.com/) 
• Phone/email survey 
• Product testing- Find out what your customers prefer by allowing them to try free testers or even allowing your employees to do the testing. For example, find out which flavor is in more demand, chocolate or vanilla. Have people taste the flavors and gear your business accordingly. 

Photo courtesy of: http://startupramp.typepad.com/

Click to enlarge:  http://www.touchtone.net/promotions/know-your-customer.jpg

• Don't make promises you can't keep- A lot of the times a business will lose a customer because of unfinished promises. You want your customer to be able to rely on your business and trust that whatever promise you make, you will complete it in a timely manner. For example, imagine if you were promised that your bedroom furniture will be arriving on Monday, but instead arrives on Thursday. You have every right to complain and be one not-so-happy customer. The same applies to your clients and customers. 
• Be a good listener- It's important to hear your customers out. They have a voice too. In addition, listening to your customers will not only help your customer, but will also help your business. Talk about a win-win situation. By listening, you get a better understanding of what it is that your customer really wants. A good practice is to repeat back to them what your comprehension of their needs and wants are; this way you both are on the same page.
• Get your customers to interact with you- Use your social media sites, such as Facebook and Twitter to talk to your customers. 
• Deal with the complaints- You're a business, and you're bound to get a couple of complaints here and there. You can't please all people, but you definitely shouldn't ignore the complaint. This can be a deciding factor of whether your customer is satisfied with your business. 
• Apologize when needed- It can be difficult to apologize sometimes. But remember, you're a business, and every business makes mistakes. If you make a mistake, it's okay, it happens. Just make sure that you acknowledge it and make it right by the customer.
• Answer your phone- You don't want to be that company that rarely answers phone calls. Answering the phone is your biggest advantage. A customer then knows that he/she can rely on your business and that they will always be helped. These days, technology makes it easy to be accessible 24/7. A cool feature offered by many phone companies is Find Me/Follow Me. It allows you to have calls forwarded to anyone and to any device - your place of business, your cell or another person.     

Customer service can either make or break a small business. Customers are not only looking for service, but also value. Show them that your service (or product) does just that by implementing customer service straegies that make them feel unique, and not just another number.