How to save the world

The world is in rough shape right now. We’re still licking our economic wounds when suddenly – BAM – there’s more oil blasting into the Gulf of Mexico than we can possibly manage… and it just keeps flowing and flowing. The world’s attention is focused on those two catastrophes because they are simply gigantic and not easily stopped.

As business owners, we can feel powerless when faced with what seems to be insurmountable issues that even large governments and trillions of dollars cannot correct. But nothing can be further from the truth! If there is anyone who can effect change, it’s the small business owner and his or her customers.

Small business owners represent millions of people and billions of dollars of influence and their customers represent even more. We can all step out and create change. So, if the two biggest issues right now are financial and ecological, where can we start?

Financial
Let’s start with some ethical, customer-service-focused, good old fashioned sales hustle. Let’s get out there and make sales, ethically selling our high value products and services to the people who need them. And, as consumers, let’s buy from others even if the price is slightly higher than we want to pay. Getting money into the economy is going to be the best thing for it and getting a bunch of money into the economy is going to skyrocket our personal, professional, and national economies toward better conditions.

On that note, here is a great article about good and bad profit – there is a difference! – and the few simple things you can do to make sure you are earning good profit.

Ecological
Individually, we’re not going to be able to cap the oil spill or reverse the trends happening there. But collectively, we can make progress elsewhere in the ecosystem to influence an overall change for the better. That starts with going green in our business. When we go green and ask our vendors to go green and buy green products and services, we’re making a significant contribution (in dollars and commitment) toward a better environment.

And here is a great article about green marketing; about turning your business from a regular business into a green business that can promote itself as an eco-friendly alternative.

Jessica Routier, IAC-EZ

More on Customer Service as an Investment

Just a couple of days ago I wrote about the customer service you provide in your business as being an investment and we mentioned a Freshbooks blog from way back. While thinking further about this issue, I was clicking around and found an article in a newspaper that referenced… Freshbooks and their take on customer service.

So, since it’s so closely related to what I was just talking about a couple of days ago, I just had to share this article, too. Find it at The Globe and Mail. The article is written by Mark Evans, a consultant who uses content and social media to help businesses get more attention.

Evans writes that customer service is not just about correcting bad things from happening but also about building and leveraging a positive experience. For example, he mentions connecting with the customer to touch base with them and to show them that you value the relationship. And here’s how Freshbooks plays into the subject: Evans quotes Mike McDerment, CEO of Freshbooks, who says that a happy customer provides referrals. Although I might have disagreed with this a few years ago, I think that today’s socially connected world makes that true now. Just look at what interactions are like on Twitter: One person might tweet “boo! Invoicing day. My least favorite day of the month.” And someone else might respond with “Try Freshbooks. I like them.” A simple referral from a happy customer can go a long way.

And just when I thought I was wrapping up the topic, there was a link at the bottom of the article to a blog by Ben Yoskovitz. Yoskovitz is an entrepreneur with an impressive background and lots of interesting things to say and in his blog post , he reviewed the book BAM: Delivering Customer Service in a Self-Service World. His review/summary is incredibly helpful as he lists 9 points from the book that every entrepreneur should pay attention to. Number 1: Tie customer service to revenue and profits. Brilliant! Number 5: Tie customer service to surprise. There are others but those were my two favorites. Read this blog , change your customer service, and transform your customer’s experience!

Jessica Routier, IAC-EZ