Sharing business tips

[Brian Turner]

I thought I'd start a new thread where we can all share various tips on how we development, maintain and grow our own businesses.

My main policy is one of custom care - while I've learned not to provide too much extra care for free, there are various ways in which I try and maintain a good standard of customer care:

1. Communication - essential - aside from monthly reports for main SEO clients, if I haven't spoken to a client for a while, I'll give them a ring. If something particularly good or particularly bad happens, I'll email them informing them - in the instance of something bad (ie, a major keyword dropped inexplicably) I mention that I'm already taking corrective measures.

2. Focus on results not costs - a simple thing I always do is when I email out monthly reports, for those who receive invoices directly rather than the book keeper, I *always* attached the report(s) first, and the invoice last. To be this gives a very important subliminal message - that I'm focused on the service rather than the price.

3. Invite feedback - everytime I email a client I include a line such as "any questions, feel free to ask". I haven't added it as my email signature because I write it in different forms each time - I'm sincere when I write it, and I want this to come across.

4. Extra work despite costs - the internet is very changeable, and sometimes when it looks like a particular keyword, keyword group, or even campaign, could be in trouble, I make the effort to put in extra services, even if this means extra costs to third-parties. Client retention is everything to me, and there's no point at present trying to squeeze every penny of profit in the short-term, when happy clients are better in the long-term.

5. Invest, invest, invest! - it's easy to look at overheads and consider reducing them even if this means some service reduction, but I prefer to over-invest in services in order to provide stronger resources to use. I think it's important to always look at the long-term growth rather than short term costs.

Anyway, something to start with.

[Robert Moore]

Here's my all-time fave piece of business advice:

'Early to bed, early to rise. Work like a b*****d and advertise!'

[Brian Turner]

Another one - manage client expectations.

I make a point of being conservative on time frames for success, even though good results will likely come in faster, I long ago learned that the unexpected can happen.

When success happens sooner rather than later, the client is pleased; when results come in on time, the client is pleased; but if you build up expectations liberally and they don't come to pass, the client can be very disappointed.

Conversely, when a client is doing very well - and they are on the top of search - the only other direction is down. Therefore even when a campaign is very successful I make a point that we will see fluctuations, we will see downwards movement, but the overall trend should remain strong.

Additionally, sometimes things do not go to plan at all - but usually I can see warning signs before they develop further and can start to put remedial action in place I think will correct any such matters. So when the bad news comes in, I can bolster the report with expectations that the faults will be corrected by their next reporting period - which it usually does, and keeps the client happy.

[MichaelWall]

I agree with Brian that it's very important to manage the client's expectation. I never promise the earth but am very realistic about what can be achieved in timescales and within budget.

Client support is another top priority. I'll often work weekends and very early mornings to resolve issues or if work needs to come in on time.

Time management - Again I'll give my self some scope and not promise to deliver within an unrealistic timeframe

Network with peers - always good to share skillsets and knowledge, work on projects together or pass on referrals

Research & development - I spend quite a lot of time whether it's at the weekends or early morning improving my skillset, learning new technologies, learning from others and testing what I've learnt on some of the websites that I run.

Hardwork - goes without saying

[bumfluff]

Always question why you're doing something the way you're doing it, and if it's actually the best way. A lot of the time we just go what everyone else does.

[dreadman]

handy tips .

do not make assumptions - its always good to base decisions on hard facts wherever possible .

numbers dont tend not to lie.

[underpressure]

- Plan, Plan, Plan.
- Perseverance, Perseverance, Perseverance.
- Don't forget ideas don't make a business success it's the implementation.
- Put your money where your mouth is. Don't expect others to invest when you don't.
- Manage your cash flow carefully. As they say it's not the cannons that kill you it's the shrapnel

[lishiguang]

To me, growing a business requires constant innovation, aided by passion and patience. With these 3 components together you'll be able to deal with all challenges that arise in your business.

[GridmodelsUK]

Researching the market would be my top tip. So many businesses are launched without any research done or any idea of customer demand. When I started Gridmodels I worked in the industry and spoke to as many motorsport companies as possible to find out what their requirements were, as well as scoping out the competition!

[David Adams]

Its interesting as a result of the recession clients seem to be doing one of two things. Firstly, shutting shop by not promoting themselves spending and running scared. The other is marketing themselves even more.

I was a dinner last month and a chap said to me;

"advertising doesn`t work I advertised on a bus for years and it never worked. I got a call of an existing customer saying that he needed to book is car in for a service and he saw my name on a bus."

His take on it was that he would have rang anyway. We practice what we preach with our clients we constantly market ourselves. The other posters are right though that market research is also key.

David Adams