JuniorBiz http://juniorbiz.com Business Tips for Young Entrepreneurs Sun, 02 Aug 2015 16:02:02 +0000 en-US hourly 1 http://wordpress.org/?v=4.2.5 How to Deal with Unhappy Customers http://juniorbiz.com/how-to-deal-with-unhappy-customers http://juniorbiz.com/how-to-deal-with-unhappy-customers#comments Thu, 08 Dec 2011 07:00:16 +0000 http://juniorbiz.com/?p=4046 How to Deal with Unhappy Customers

Your most unhappy customers are your greatest source of learning.

That’s a quote by Bill Gates. Learning how to deal with unhappy customers is a critical component of running a successful business.

Today Liz Krause is going to show you various ways to deal with unhappy customers and situations that you will most likely face when running your own business.

Unhappy customers are still customers

Unhappy customers express their feelings because they still want to be a customer. They just want you to fix their problem. Here are some ideas on how to resolve issues with your customers.

Talk to them directly on the phone

Resolving an issue can be as simple as sorting out any misunderstandings with a customer directly over the phone. This approach is more personal than communicating via email and the customer appreciates it.

Offer a refund

If keeping a customer means offering a refund or exchange, it’s worth it. Providing additional customer services such as paying for shipping can go a long way towards building a better customer relationship.

Know when to let them go

Sometimes the only way to make a customer happy is to lose them as a customer. This is particularly true with services when your client wants out of a contract.  Getting out of a contract typically requires a termination fee, however in sticky situations it can be better for both parties to negotiate a reduced price or agree on no penalty at all.

No matter what outcome you choose, always be patient and treat them with respect.

Respond Logically, Not Emotionally

Customers don’t appreciate how much time you put into your business. So when they complain about one of your products, it’s easy to become defensive and overreact. Here are a few tips to overcome the temptation to react emotionally.

Be logical and practical

Your goal is to solve whatever problem your customer has. If they don’t like the way you designed something – fix it. If they think you’re painting job is slopping – fix it. If something you shipped to them is damaged or doesn’t work, offer a refund or ship them a new one.

Focus on the solution, not the emotions and your customer will be happy to work with you again.

It’s business, not personal

One of the biggest downfalls I have seen in the business world (and in my own business) is when people in a company take things personally. Usually when a customer has a complaint it is not about you – it’s about the product.

Look at the problem logically and ask yourself what is the real issue at hand? What is the root of the problem and how do I fix it so it doesn’t happen again? Find a solution that is a win-win for both parties.

Address issues in a timely manner

Unhappy customers usually just want to vent to anyone and everyone they can – on and offline.   That means you need to fix this problem before it spreads.

A good example is the Netflix debacle that when they raised their prices without any explanation or effort to soften the blow.  Customers were enraged, not about the price increase, but by the way they were treated.  Instead of trying to smooth things over, Netflix defiantly charged ahead which caused many of their customers to cancel their subscriptions.

Had Netflix seriously considered the posts, comments, tweets, and other online feedback by customers, maybe they could have avoided the financial mess they are now in.

What to do when it is too late?

I can’t speak for Netflix, but in my previous business we had a customer who made some bad assumptions about our service and posted his frustration on a forum.  When we saw the post, instead of firing back a public retort, we talked to the customer privately. In the end the customer apologized and felt bad he used the forum to vent instead of coming to us directly.

Then we asked if he’d mind deleting the post, which he did and within 24 hours it was removed.

Working in business means dealing with customers – happy and not so happy.  In the end, finding a win-win solution will benefit both your customers.

What if Your Customer is Angry?

How to Deal with Angry CustomersSee how I dealt with a hilarious email from a very angry customer:
How to Deal with Angry Customers >>

Photo by: J.G. Park

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Trade Show Exhibiting – How to, How Much, and Where to Find http://juniorbiz.com/trade-show-exhibiting-how-cost http://juniorbiz.com/trade-show-exhibiting-how-cost#comments Thu, 01 Sep 2011 07:00:45 +0000 http://juniorbiz.com/?p=4012 Trade Shows How Cost

Trade show exhibiting is like setting up a lemonade stand where all of your potential customers are already gathered.

If you’ve never exhibited at a trade show, you are missing out on a unique opportunity to showcase your business in a way that allows your customers to personally experience your product or service.

Today Bev Gray, CEO of Exhibit Edge, is going to show you why, how, and where you can get started with trade show exhibiting.

Trade Shows Promote Your Business

What better way to create a buzz about your business than a creative display at a local event? Develop an inventive and unique way to represent your company or the solution you offer and then follow it up afterwards throughout your social media channels.

By meeting your customers face-to-face, you are able to qualify viable leads. You can better understand your market, their needs, and how your offering can best appeal to those already showing an interest. This is also your chance to collect contact information from those leads and use it to follow up and continue those relationships.

If you have chosen to exhibit at a trade show, so have some of your competitors. This is the perfect opportunity to scope them out! By conducting competition comparison on their trade show exhibits and strategies, you can better understand what you need to do to stand out above them. You can see their promotions, their latest news, and how attendees are responding to their exhibit. Learn from this research and take the lead in your market!

If you are selling a product, you can shorten the buying process by implementing a Point of Purchase into your exhibit. Check out JuniorBiz’s article “9 Magnetic Offline Strategies that Attract New Customers” to see when a POP can be a valuable strategy for your business. While you have your potential customers excited about your product, make the sale right then to avoid giving your competitors a chance to steal them away!

Perhaps the most important advantage to exhibiting is the ability to distribute samples or showcase your services. As we focused on before, the best way to have your company become your customers’ favorite is to let them experience you. Be sure you make a notable first impression and give them something useful to take home to remember you.

So, you’re convinced you need to exhibit — now what?

How Much do Trade Shows Cost?

Costs for the actual trade show or event vary greatly and can range from $75 to $4,000. These costs depend on the appeal and focus of the event. For example, local Chamber of Commerce shows will be significantly cheaper than an industry-wide B2B event. If these costs seem high to you, consider volunteering or bartering to help lower the expenses.

Your exhibit costs will depend on your desired materials and scope. They range from $0 (if you are creative) to $3,000 (if you want it “over the top”). Your local exhibit company, such as our team at Exhibit Edge, can help you create a display within your budget that you can be proud of!

Where can I Find a Trade Show in my Area?

Stay current on local events going on in your community and check out the websites below. Remember to stay open-minded and come up with creative avenues to showcase your business!

The Trade Show Calendar

Trade Show News Network


Are you thinking about exhibiting at a trade show?  Or, have you recently exhibited? If so, please share your thoughts and experience in the comments below. We’ll be around to provide answers to any questions you have.

Image by ZachStern

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7 Secrets to Crafting and Delivering a Perfect Speech http://juniorbiz.com/7-secrets-crafting-delivering-perfect-speech http://juniorbiz.com/7-secrets-crafting-delivering-perfect-speech#comments Fri, 29 Jul 2011 00:20:07 +0000 http://juniorbiz.com/?p=3997 Perfect Speech

Are you an entrepreneur? Have you ever been invited to a conference, university or church to share the secrets of your success?

Did you scratch your head and say, “dang, but I’ve never spoken before! How am I going to do this?

Twenty-one-year old professional speaker Pedro De Abreu shares the secrets of crafting and delivering a perfect speech that will have people talking about it and you long after you are gone.

1. Be Yourself

Do you remember back in middle school when you approached an old friend and told him that you liked a certain girl in your class? What was the first thing he told you about how to approach her?

He probably told you to be yourself. The sad truth is that we more often than not reject this and see it as a lazy advice. Quite the contrary.

Audiences can see from far away whether you are authentic or not, whether you are trying to emulate someone else or whether you are being yourself with them. The magic that happens when you are yourself is that your audience will become more open, and, in turn, be themselves with you and love you for respecting them enough and not being fake.

Have you ever heard a speech where the speaker was clearly trying to emulate someone, even faking his or her voice afraid to show his or her real self? Whoever was on that stage looked pathetic. It’s not worth it. Audiences will love you and respect you if you are honest with yourself.

Remember, they don’t care about what you have to say, but they care about whether you believe what you have to say. The way to believe in your message is to be authentic.

2. Understand your Audience

You wouldn’t go to the beach in jeans, would you?

There are a few universal principles that every audience will be able to relate to. Study your audience thoroughly. In doing so, ask yourself these questions:

  • What do they like?
  • What do they dislike?
  • What are some issues that we both face on a daily basis?
  • What kinds of solutions could I offer them?
  • What kind of value do I bring to the table?
  • What are their fears and how can I help them?

If you answer those questions and adapt them into your speech, your audience will listen to you and support your all throughout your delivery.

3. Involve the Audience

A speech is a two-way dialogue with the people who are listening to you. And what kills the dialogue? You kill the audience involvement when you start reading a manuscript. Why? Because you start focusing on the piece of paper more than you focus on your audience.

A simple solution I like for not using a manuscript and speaking more freely is to do what Abraham Lincoln used to do in his closing arguments: he had a small piece of paper with bullet of points which reminded him of the stories he had to tell and points to convey.

4. Dress Well

Dress twice as much as your audience does. This shows respect towards yourself and towards them. Not only that, but you will feel good about yourself and have a better delivery. After all, they are listening to you because they want to be like you.

5. Tell Stories

Out of these seven points – after “being yourself” – this is by far the most important one. You can be a database of numbers and vomit them in your audience or you can be entertaining and memorable.

People are entertained by stories. That’s why we go to the movies. Tell memorable stories with passion and enthusiasm. After you tell a story, you emphasize a point you want them to remember.

For example, say you are speaking on leadership, instead of telling them that “the second point of leadership is…” tell them about a time when you took a leadership initiative and about its outcome. Then you tell your point and how it affects them.

You will be amazed at how powerful story-telling can be. Five years after you’ve given your speech, no one will remember your name, but they will remember how you made them feel through a story you told them.

6. Think of Yourself as Valuable

The most important dialogue you have is the dialogue that takes place in between your ears. It’s also that internal dialogue that will determine how far or how short you will go in life. It’s the same for a speech.

If you ask yourself, “who am I to give them a speech?” you will certainly be doomed to fail.

If, instead, despite of your qualifications, tell yourself, “Who am I not to give them a speech?” you will achieve all the success you’ve ever wanted.

Think about this, if God considered you valuable enough to give you the struggles you’ve had, then you should consider yourself valuable enough to pass your knowledge along to others.

7. Get in Front of the Mirror.

Practice, practice, practice. Most people think that they can just get in front of an audience and wow them at no cost.

Great speakers make it look too easy. The secret here is that it is all too simple, but for it to be easy you must practice your speech until you’re exhausted.

After you’ve practiced it enough times, you’ll create what actors call “the illusion of the first time,” which is the impression you get from trained actors that they are doing something for the first time. After they have practiced a script for so long, they become natural at delivering it, creating the illusion that they were somehow born to do what they do.

The truth is, like everything else, it takes time.

In the words of philosopher Baltasar Gracian, “the crutch of Time can do more than the steely club of Hercules. What is done immediately is undone just as fast, but what must last an eternity takes that long to do.”

It won’t take you an eternity, but a few hours that will seem like it.

Pedro’s Next Post: 7 Mighty Leadership Characteristics for Entrepreneurs

Pedro De Abreu in Action!

From Nick Tart: I’ve only dabbled in speaking and it’s something I’d like to do more of. I’ve talked to a number of professional speakers in the last couple of years. Like Pedro said, there’s a lot more work that goes into it than the audience realizes. Here’s a taste of Pedro’s talk:

To book Pedro De Abreu for your event, click here.

Photo by: marcusrg.

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Introducing 14 Clicks: Become a Successful Young Entrepreneur http://juniorbiz.com/14-clicks-become-successful-young-entrepreneur http://juniorbiz.com/14-clicks-become-successful-young-entrepreneur#comments Sun, 01 May 2011 07:00:10 +0000 http://juniorbiz.com/?p=3970 14 Clicks

Last December I realized that I made a big mistake with JuniorBiz.

I’ve talked to hundreds of high school and middle school students and I found that most of them are curious about entrepreneurship but very few are serious about it. They all want to start businesses “someday.”

I want to help people start businesses right now. Not just help them think about doing it. So I created a site that’s designed to help the 20-something entrepreneur become a successful entrepreneur. I call it 14 Clicks.

About 14 Clicks

14clicks.com officially launched March 14th, 2011.

The name comes from the fact that it takes 14 clicks to reserve your business name and register your LLC. That’s the easy part.

I want to help people with the hard parts: getting customers, building your website, becoming profitable, and growing to the point that you can walk away from it. I want to help people become successful entrepreneurs.

This is what I call the second “14 Clicks.”

First-Month Stats

The official launch date was March 14th but I spent the first few weeks fixing bugs and finalizing the design. So it unofficially launched on April 1st.

These are the first-month stats from April 1st – May 1st.

  • Unique Visitors: 1,034 (Goal 1,000)
  • Pageviews: 2,078 (Goal 2,000)
  • Pages/Visit: 2.01
  • Bounce Rate: 63.93%
  • Average Time on Site: 2:29
  • % New Visits: 62.19%

Most Popular Articles So Far

101 Things I Wish I Learned in Business School
101 things I’ve learned through three years of being an internet entrepreneur that I didn’t learn in business school.

21 Famous Logos with Mind-Blowing Hidden Messages
Here are 21 famous logos with super-insane hidden messages that’ll blow your mind!

Best 101 Entrepreneurship Quotes Ever
101 of the best entrepreneurship quotes around success, failure, leadership, wisdom, humor, money, practicality, and motivation.

Get a Free Digital Copy of My New Book

In addition to launching the new site, I wrote another book, Get Started with Entrepreneurship: Everything You Need to Know to Become a Successful Young Entrepreneur.

In it I gathered just about everything I know about starting a business to lay down a process for becoming a successful young entrepreneur.

Here are a few things you’ll learn:

  • How to choose the perfect idea and dramatically increase the odds of its success from the outset.
  • Where you’ll find your first customers and how to reach them with the golden sales pitch.
  • A checklist to see if all systems are ready for launch and the best ways to maximize sales in the first week of your business.
  • Everything you need to know about the legalities of running a business and how to pay taxes as an entrepreneur.
  • The truth about the entrepreneur’s role and the only five ways to grow your business.

Get Your Free Digital Copy Here

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How the Japanese Can Make Money Right Now http://juniorbiz.com/how-japanese-make-money-now http://juniorbiz.com/how-japanese-make-money-now#comments Fri, 18 Mar 2011 20:52:24 +0000 http://juniorbiz.com/?p=3935 How the Japanese Can Make Money Right Now

Late last night I got an email that boggled my mind, in a good way.

It came from a young man named Kazuki Kinoshita. Kazuki is currently living amidst the devastation in Japan after the earthquake last Friday. I’ve heard the stories and watched the videos, but one thing I didn’t consider was that many of the businesses were wiped out as well.

That means people don’t have jobs or any way to make money.

Kazuki mentioned in his email that all they have are their mobile phones and internet is limited. They need to make money quickly so they don’t have time to learn new skills. Then he asked, “How will you make money if you are in the same situation as them?”

So this morning I asked my Facebook friends what they would do, and I think we have some solid ideas for how the Japanese can make money today. Kazuki, I hope this at least gets your gears turning.

What you can’t do…

Whenever someone asks me how they can make quick cash, I tell them to provide a service for someone they know. But that’s not really an option for you or anyone else in Japan. I imagine the government and foreign aid programs are paying people for cleanup, but I’m sure those jobs are in high-demand.

So, a simple service isn’t the best idea for your situation.

You also asked about somehow documenting your experiences (photos, videos, eBook) and selling that, but that’s a fair amount of work and there’s no guarantee that you’d get paid. There are so many reporters and journalists there now that global media isn’t starved for content. Then taking the time to write an eBook without knowing exactly how to sell it is risky.

There’s a chance it could spread across the internet, but it’s a small chance.

What you should do…

Providing a service is still the best way to make guaranteed money quickly. With that said, my friends Kerwin McKenzie and Allen Duck both recommended offering Japanese translation services.

Really, any service that you can provide digitally to someone abroad is the way to go. That might be transcription, graphic design, web development, data entry, or even small tasks like clearing someone’s email for them (as King Sidharth suggested).

Here’s how to do it…

You’ll find plenty of freelance and odd-ball jobs on the best freelance sites.

  • Elance – It’s the biggest freelance job posting site in the world. When I searched, “Japanese Translation” I found 11 active jobs.
  • oDesk – oDesk is a growing site for outsourcing jobs. Here I found 50 active jobs for “Japanese Translation.”
  • Freelancer – I found 8 more active jobs here.
  • Fiverr and Cashcrate – Both of these sites pay you small amounts of money to do small things. But my friend Eddys Velasquez said it takes 3-4 weeks before you get paid.

In addition to the translation jobs, you’ll find over 50,000 other jobs that people have posted right now.

I’m not sure about how long it takes to get paid from those sites. If you find that it’s too long, find another service that you can provide to someone who has money to pay you today.

Let us know how we can help…

This may not be the answer you were looking for or even something that possible considering you’re situation. But I hope we at least opened some doors for you or inspired you to think about entrepreneurship in a new light.

Kazuki, thank you for reaching out to me and I hope this helps. I’m honored to have an opportunity to make a small impact on what’s going on in Japan.

If you guys have any other ideas for what they can do, leave them in the comments below. Kazuki is going to spread this post to other people in Japan who are desperate for your ideas. Thanks!

Photo by: Stuck in Customs

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