Transform Customer Complaints into Great Reviews and Referrals

feedback rating concept

In business, problems always arise.

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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From Ideas to Reality: The Basics of 3D Printing

3D Printing Machine

3D print capabilities are growing substantially, and soon, they will be a regular part of our ever-changing industry.

While relatively new to the market, 3D printing is here to stay. In 1984, Charles Hull developed the technology for printing physical 3D objects from digital data. As the industry advanced, so did the popularity and affordability of this technology. Today, 3D printing is taking business by storm: growth in this field is expected to expand by 31% each year (to a projected $21 billion market in 2020!).

Create What You Imagine

What is 3D printing?

A 3D printer is a manufacturing tool used to create three-dimensional objects that have been designed on a computer. Once an object is designed, it can be imported into software specific to the printer in use, which will slice the parts and send the printer a list of paths and directions to create the item. 3D printers have a wide range of shapes, sizes, and types, but all of them lay down (or “cure”) materials layer by layer, fusing them to create a three-dimensional object.

In today’s competitive business environment, marketing that brings individuality can certainly hit home. 3D print marketing campaigns are distinct, original, and a whole lot of fun. Here are three examples of companies that have gone the extra mile with 3D print:

  • Coca-Cola invited consumers to create mini versions of themselves in a gamified mobile app to promote its mini coke bottles. Photographs of users were transformed into images for a 3D model and sculpted into tiny statue keepsakes made of colored sandstone.
  • Nokia made a 3D printing kit available for its customers, enabling them to print customized covers for its Lumia 820 (later surprising several bloggers during the Mobile World Congress with a 3D-printed case showing their blog’s Twitter avatars).
  • In 2014, BelVita breakfast biscuits decided to turn tweets into action with its #MorningWin campaign. Fans who tweeted their morning success stories were eligible to win a 3D-printed trophy depicting their tweet in action. BelVita also turned submissions into a series of funny videos. Overall, #MorningWin generated 80 million social media impressions and over 11,000 new Twitter followers. Sales increased by 104% in one year!

A Hands OFF Process

3D printing allows designers to go straight from concepts to physical models while bringing ideas to life in a very short time.

3D printers employ a variety of materials, including plastics, polymers, steel, titanium, gold, and ceramic. This versatility means 3D printed models can be used for everything from artistic sculptures to personalized jewelry or even custom prosthetics and airplane components. Even 3D scans of individual people can be printed and modified to suit the end recipient.

As this technology progresses, entrepreneurs will find that their products may be as distinct as each client, and as wild as their ability to imagine. With 3D print, almost anything will be possible to dream, to draft, and to do!

3 Common Management Traps (and How to Counteract Them)

Man inside circle of cordon posts

Are you looking to be more proactive in your influence?

Here are three common management traps, with practical keys for addressing them.

3 Common Management Traps

1. Avoiding a Problem or Tense Relationship

(Instead: Nip things in the bud)

Work environments and team morale can dramatically improve when managers deal with difficult relationships.

While most people avoid confrontation like the plague, effective managers deal with negative attitudes or relationships as soon as they appear. While it’s important to give people the benefit of the doubt, issues rarely resolve themselves. The longer you delay correction, the more difficult it becomes.

Stuck on where to start?

When offering correction, be specific. Say something like, “the report you submitted was vague, lacking financial data, and contained several errors. Please give it another pass and plan to give more attention to your first drafts in the future.”

When confronting team members, focus on a specific behavior, rather than the person or their intentions. For example, “your jokes were distracting and disrespectful to the person presenting the report.”

Before speaking, check your motives. Do you honestly want to help people improve? If so, describe actions or behavior the individual can do something about, and offer tools or training to support them.

2. Delaying Decisions

(Instead: Use decision-making timelines)

Many times, people postpone decisions for fear of failing or making a poor choice.

But most failure stems from inaction, not from mistakes made in the process. And the decision not to act is often the most costly choice of all.

When you struggle with passivity, don’t keep kicking a pain point down the road. Instead, give yourself a time frame to research options and set a deadline for making a choice. Putting “deliberation dates” on the calendar transforms possibilities into reality.

3. Refusing to Delegate

(Instead: Start small and consider a mindset change)

The biggest problem most leaders face is the inability to let go of their work.

Are you micromanaging or failing to release projects someone else could handle? If so, you may be the ceiling that prevents your organization from growth.

How can you start delegating when it is painful to do so? Experts suggest starting small (with basic tasks) and gradually working your way up. Improve trust by partnering with someone to do a task together the first time. Or schedule checkpoints to review work done by your team.

Delegation can also begin with a mindset change, illustrated in this example:

When Anika realized she had become a bottleneck for her organization, she had to redefine her core responsibilities. Previously, her mandate looked like this: “I’m the one in charge of getting the job done.” This “doer” mindset consumed her time and lowered her leadership ceiling.

As Anika considered her obligation to delegate, she redefined her leadership mandate to being “involved but not essential.” The result looked like this: “I lead people, priorities, and projects – in that order – and the work gets done because the right people are focused on the right tasks.”

With a refreshed vision, Anika could review her calendar, count the hours she devoted to “doing” versus leading or empowering, and identify mismatches where she was spending too much time on low-grade priorities. Within months, Anika streamlined work, expanded her influence, and multiplied her leadership.

Simple Course Corrections

While individual management mistakes are not catastrophic, over time, they can have a crippling effect.

Be intentional about addressing these areas, and you can improve team productivity, morale, and competitiveness in your field.

Use Themed Calendars as a Strategic Marketing Asset

calendar-blog

In a digital world cluttered with text messages, pop-up ads, and spam, sometimes paper products hit the sweet spot when it comes to organization.

As the end of the year approaches, client and employee gifts may be on your to-do list. Themed calendars are a clever marketing asset that can serve as a unique token of gratitude.

Calendars are practical for everyone, offering branded staying power while conveying your business goals in a way that’s customized to the interests of your audience.

Looking for a few creative ideas? Here are three strategies to capture unique calendar themes.

1. Identify Your Goals.

Each company has its own high-profile days.

Whether you run a real estate company, a chiropractic clinic, or a financial consulting firm, there is a calendar theme that can be tailored to your needs. Start your design by identifying your goals. Do you want to generate more end-of-year orders? Keep employees on track for milestone deadlines? Sell more gym memberships?

Specify concrete goals you want to achieve and tie them to graphics or promotional themes that will build momentum for your business.

2. Schedule Your Promotions.

Did you know one of the busiest days for Papa Murphy’s Take-and-Bake pizzas is Valentine’s Day?

Each year on February 14, the company generates tons of sales from heart-shaped pizzas and s’more dessert delights. The key? Combining deliberate calendar planning with irresistible product promotions.

Every business has crazy seasons and slow seasons, and planning ahead can provide strategic opportunity to offset these challenges. Do you traditionally see a slump or spike in your business during critical months? Call these out in your calendar by placing special promotions in the calendar, or prepping team members with personalized perks or reminders within your calendar design.

Whether it’s the biggest sales day for local bakeries or the top period when shipping companies miss their delivery guarantees, highlighting seasonal trends can set you up for success.

3. Combine Calendars with Loyalty Incentives.

Rewards programs, freebies, and giveaways always make customers feel special.

Did you know eight out of 10 U.S. consumers own at least one giveaway item, and 60 percent of people who receive a promotional gift keep it for up to two years? Consider coordinating your calendars with themed swag or surprise incentives to keep loyalty levels high while generating significant growth.

According to the 2018 Trust Barometer report, over time, returning clients spend 67% more than new customers. Research estimates that a 5% increase in customer retention can increase a company’s profitability by 75%!

365 Days of Exposure

Calendars come in many formats: desktop, magnet, peel and stick, or even posters.

Want to find just the right product for your needs? From triangular desk calendars to transparent covers, we are happy to help you design the perfect promotional calendar. Keep your audience engaged with 365 days of exposure for your business! Call Patti today.

 

How to Build Unity in Your Team on Three Critical Levels

We won this game

They are the most exceptional basketball team there ever was, or ever will be.

The 1992 Olympic Basketball Dream Team, made up of legends like Michael Jordan, Magic Johnson, and Scottie Pippen, dominated the Olympics, winning by an average of 40 points each game. The team seemed invincible, except for the day it wasn’t.

The game was a 20-minute scrimmage, which took place in June of 1992, in San Diego, California. The shocked victors were a star-studded college line-up. The reported margin was around eight points, with a final score of 62-54 (though coach Chuck Daly cleared the scoreboard before media were allowed in afterward). How could a powerhouse lose to amateurs? The answer was simple. Individual stars could not work together as a team. The talent was not enough to compensate for the lack of unity in the team.

Acceptance, Agreement, and Alignment

Without a unified team, the mission of your organization is lost.

Unity refers to the synergy of individuals working together to make a larger vision happen. This means each contributor to the team must be wholeheartedly focused on the same outcome to create consistency and achieve success.

What builds unity in business settings?

Generally, if people trust their leader and believe they have a voice at the table, they feel aligned with the greater purpose of an organization.

But the responsibility for building alignment lies with the leader, and includes three levels of unity:

Acceptance

Most companies already have this first (and lowest) level of unity, appointing a formal leader with team members who agree on this hierarchy.

At this level, people go along with the status quo because if they happen to object, they perceive the cost of speaking up as too great.

Agreement

At this level of unity, people agree with a team’s direction and generally support it.

Unfortunately, they are not necessarily invested in the leader’s ideas or committed to making them happen. While leaders may not experience outright resistance, at this level, teams lack momentum and can’t seem to make things happen.

Alignment

Here leaders find that people are not just with them, but fully behind them.

They’re committed to making the shared vision a reality and give tremendous effort to making it happen. They voice support in public and aren’t afraid to share concerns in private.

Move People Forward with Brave Communication

What happens if your team is stuck at level one or two? Leaders can take several steps to build unity in practical ways:

  • Discuss the levels of unity with your team, asking people to speak honestly about where things are at or share sensitive feedback in private.
  • Clearly articulate your vision, strategy, or your reason WHY. People can’t get on board with a vision if they don’t understand it. Be consistent in sharing the vision. The gravitational pull is always toward individual roles rather than team vision, and it’s your job to keep the end goal in sight.
  • Encourage debate and deliberation by positioning yourself as a learner. When weighing decisions, gather as much input as possible, then share why you decided on a particular direction.
  • Ask for buy-in. When you sense underlying tension, consider addressing it directly. Ask people who disagree with you to get on board anyway. On dicey decisions, it may be important to ask people (publicly, one by one, during a meeting) this question: “_____, can you align with this decision?”

Be brave in your communication, and you will cut to the core of disunity in your team. Remember, people can’t authentically buy-in until they’ve voluntarily committed first.

5 Smart Strategies for Fantastic Font Selection

Coffee restaurant menu. Vector drink flyer for bar and cafe. Design template on blackboard background with vintage hand-drawn food illustrations.

Want to win in print? Let’s talk text.

While fonts are a crucial part of one’s design, often fonts are given merely a passing thought. However, good typography expresses personality, increases readability, and displays professionalism, ensuring your print ad delivers the right message in just the right tone.

Fonts can mark a clear difference between a piece that is awkward and amateur versus one that is sleek and professional. Don’t fast-forward through this crucial element in your project design!

Increase the Impact of Your Print Piece with the Right Font

Here are five things marketers should take into consideration when choosing the right font.

1. Readability

The most critical factor in font selection is readability.

If people struggle to read your text, they’ll probably pass on your business. Remember, script or decorative fonts are usually more challenging to read, especially in large blocks. Increasing font size and spacing between lines increases readability, whether you use simple or decorative fonts. If you aren’t sure of the best format, try several drafts and poll friends to get an objective viewpoint.

2. Instant Impact

Design, including fonts, is key to a consumer’s brand assessment.

Did you know that 72% of consumers say packaging design definitively influences their purchases? Using multiple fonts can enhance your message and captivate consumers, but don’t get carried away.

Choose fonts that compliment rather than compete with each other. Try a decorative font for a logo and a traditional font for the body copy. Or try a large, bold headline with a subtle script tagline. Logo fonts should act as an accent piece to reflect your company’s personality but use these fonts sparingly in other copy.

3. Emotional Connection

The height, curves, or angles of lines can resonate with consumers in ways you might not expect.

Take the New York Times, for example. This media giant has tried several times since 2003 to change its font and modernize its image. Each time, the paper received backlash from readers who felt upended at the deviation from what they had known and loved.

Over time, your font can become as much a part of your brand as your tagline or logo. Make an enduring, sustainable choice, and you may be surprised how it takes on a life of its own!

4. Target Demographic

To really hit home, remember your font should immediately click with your target audience.

For example, a stodgy, narrow font may work well for a cigar box but would seem clumsy for a children’s playground carnival. When beginning a project, ask yourself, “where and how will consumers read this information?” Aim for the customer, and you’ll find greater success.

5. Brand Goals

What is the overall image you want to project? Fun and playful or sleek and simple?

If you’re looking for something traditional, formal, or elegant, a serif font is usually best. If you’re aiming for a modern, sharp, or minimalist look, try sans-serifs.

From Font to Fantastic

Fonts choices have a subconscious impact on how customers process and receive your message.

Push yourself to think contextually when it comes to fonts, seeking out those that will best connect to the culture, age, or the location of people you are trying to reach. Carefully attending to these details can make a difference that lasts for decades!

Patti can help you get where you need to go with gteat affordable design for print.

4 Nonverbal Communication Hacks to Streamline Your Success

Smiling businesswoman gesturing in meeting in conference room

“Few realize how loud their expressions really are. Be kind with what you wordlessly say.” 
― Richelle E. Goodrich, Making Wishes

Do you appreciate it when you are telling a story and your listener sneaks a peek at their watch? How about when you ask your child for help with a chore and they mumble a begrudging “yes” while dramatically rolling their eyes?

Communication is a nuanced endeavor.

Whether you’re using hundreds of words or simply standing in silence, you are in constant communication with those around you. Experts estimate that a minimal amount of communication happens through the exchange of words, while up to 93% occurs through tone, expression, and gestures.

Nonverbal interactions are our primary mode of communication (coming so naturally, even the smallest child has it mastered), and it is difficult to “fake.” Nonverbals usually tell the truth, even when our words are lies.

Be a Better Communicator in Your Professional Environment

Here are four interesting strategies to use nonverbal communication to your advantage.

1. Break the Tension

In moments of high tension, people feel more defensive when they sense you are trying to “win.”

Nodding your head during a conversation communicates that you are listening and making an active attempt to understand an opposing point. Nodding can also win people over to your viewpoint, as people subconsciously mirror the body language of those around them. When you nod while speaking, it adds authenticity to your words and makes people more likely to compromise with you in heated situations.

2. Understand the Relational Bonds in the Room

Sometimes the quickest way to grow trust in a group is to figure out where loyalties lie.

One trick is to watch for eye contact. When a group of people laughs, members of the group can’t help but make eye contact with the people they feel close to.

Another clue is the direction of a person’s feet. In group conversations, if the feet of the listener are pointed at the person speaking, it conveys interest and respect. If the listener’s feet are pointed away, it often shows they are disinterested or disconnected.

3. Communicate Confidence Even When You are Nervous

If projecting confidence can determine the outcome of your conversation, how can you add weight to your nonverbals?

Confidence is something you can practice before you enter a room. Research shows that the use of “power poses” (placing your hands on your hips, standing tall with your chin raised, or raising your fists above your head), can trick your brain into feeling more confident. Do this for 30 seconds before a meeting, and you’ll walk into a room with more natural confidence, resulting in a smoother conversation and a more poised disposition.

4. Increase Influence Without Saying a Word

Sometimes the biggest distractions in a conversation are the fillers.

To establish trust while listening, avoid needless “noise” like pacing, tapping your foot, or fidgeting with your hands or pen. When you ask a question, and someone is slow to respond, resist the urge to jump back in. Remain silent for a few extra beats to show you respect this person’s thought process and that you’re confident in moments of negotiation. Quieting your impulses also helps you come across as competent and in control.

A Springboard for Success

These tips won’t make you a communication ninja, but streamlining these natural cues can help you better understand the relationships of those around you.

Intentionally sharpen your nonverbal skills, and you will build your network and streamline a path to success!