Episode 97 - How to deal with unhappy customers

None of us want to deal with unhappy customers but it is inevitable as a small business owner. In this episode, we discuss how to save your sanity and your reputation next time you must deal with one. 

Before you respond

Many of us get a negative email, message, or review and want to instantly respond while we are seething mad. Probably not the best way to respond. Before you reply:

  • Breathe
  • Empathize
  • Do not take it as a personal attack
  • Think of solutions

How to respond

  • Listen objectively and get to the root of the problem
  • Come up with a quick resolution
  • Implement the resolution quickly
  • Don't be a pushover
  • Sometimes you cannot make them happy, no matter what you do

Sometimes you must fire customers

If a customer is too demanding or gets out of line, you can fire customers. Make sure you have disengagement language in client contracts where applicable. 

Listen to the show on iTunes, Stitcher, YouTube, Google Play Music, iHeart Radio, or with the player below.

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Episode 96 - Pricing your products

Small business owners typically struggle with pricing their products, especially digital products. In this episode, we discuss the factors that must be considered when setting your prices.

For more information about pricing your services, check out episode 90.

The components of pricing

There are four components of pricing:

  1. Direct materials - These are the materials that go into each unit of your product. This might be the cost of a product that you have someone else manufacture for you or bonus items you give away with the cost of a digital course (maybe you mail a welcome packet or t-shirt). Direct materials can also be the cost of software that is incurred on each sale (if you are selling software as a service or other products with incremental software costs).
  2. Direct labor - This is the direct cost of labor to make or provide the product. An example of this would be the cost associated with your labor to record videos for a monthly membership site like Small Biz HQ. This would...
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Episode 95 – Get the most out of your vanity metrics

Why do we always look at numbers that mean very little?

Vanity metrics are the numbers that push most online businesses. However, they are just that vanity. They can make us feel great when they look good or grow.  However, if they are low then we feel horrible. It makes us what to stop.   

However, we need to remember that good or bad they mean nothing on their own.  Views, downloads, likes, views, and hearts all mean nothing on their own. 

VS what we need to know

What we need to look at is revenue, customers,  conversion, cost or ultimately profit. 

However, when we start a business those numbers are bad.  They are the numbers of "old" business.  They are not as sleek and sexy as these more modern metrics that make us feel like we are at least helping others even if we are not yet making money.

We understand 

We are looking for validation as well.  We want profits.  However, we do this to help people....

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Episode 94 - Health and Wellness Tips with Emily Olson

As small business owners, we often forget to take care of ourselves in the midst of our busy schedules. Join us for some wisdom from integrative health and wellness coach, Emily Olson. 

Health and Wellness for the Small Business Owner

During this discussion, we cover food, movement, and energy so you can more effectively run your business. We had a lot of fun doing this interview and Emily provided some great tips. 

If you are interested in finding out more about Emily and working with her, check out her website and sign up for a free 30-minute Breakthrough call. You can also sign up for her free 7-Day Whole Food Challenge.

Other Mentions

Smoothie and Protein Powders

Vega protein powders

Ancient Nutrition Bone Broth Protein (this is what Kristin uses)

Organifi protein powder and green juice (use code WLW15 to save 15%)

Shakology

7-Minute Workout App for Apple or Android

(Some of the links above are affiliate links)

 

Listen to the show on iTunes, ...

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Episode 93 - How to automate your appointment scheduling

Scheduling client meetings, interviews, and other appointments can be time-consuming. In this episode, we discuss appointment scheduling apps that can help you save time and get paid faster.

Why should you consider an appointment scheduling app?

There are many reasons to use one of these apps. Here are some of the most important ones:

  1. Allows clients to schedule appointments with you without the back and forth of email scheduling.
  2. Allows clients to pay for appointments before the meeting.
  3. Automatically sends appointment reminders.
  4. Allows clients to reschedule if needed.
  5. Allows you to set up classes or workshops with multiple attendees.

You can also use these systems to book other types of appointments like discovery calls and podcast interviews. Really any situation where you need to meet with someone else, you can use one of these systems. 

Key features

There are a lot of apps out there. In this episode, we only discuss a few of them. When looking at different systems, you...

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Episode 92 - Simplifying your life

We spend a lot of time trying to simplify our businesses, but how often do you think about simplifying your life? In this episode, we discuss tips for simplifying your life. 

Simplify your home

  • Minimize your stuff
  • Automate your home maintenance
  • Have a cleaning kit
  • Pick up 15 minutes each day
  • Choose quality first

Simplify your money

  • Automate your bills
  • Pay off your debt
  • Have an emergency fund
  • Wait 24-48 hours for major purchases
  • Live simply
  • Be grateful
  • Find the root reason for overspending

Simplify your routine

  • Having a morning and evening routine
  • Create a monthly meal plan
  • Recreate leftovers
  • Have a few Plan B meals in the freezer or pantry
  • Don't get the mail until you are ready to deal with it

Other mentions

Episode 86: Finding your daily focus

Episode 33: Quick dinner tips

The Life-Changing Magic of Tidying Up by Marie Kondo

72 ways to simplify your life by Zen Habits

Dyson cordless vacuums

The Miracle Morning: The Not-So-Obvious Secret Guaranteed to Transform Your...

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Episode 91 - 2017 Email List Services Update

There have been some significant updates to email list managers in 2017. In this week's episode, we'll discuss what to look for in an email list service and what the major small business providers are now offering.

Mentions in this episode


Mailchimp
Aweber
Convertkit
GetResponse
ActiveCampaign
Thrive Themes (affiliate link)

Listen Now

Listen to the show on iTunes, Stitcher, YouTube, Google Play Music, iHeart Radio, or with the player below.

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Episode 90 - Pricing your services

When you set the rates for your services, how much did you think about it? How did you come up with that figure? In this episode, we discuss how to set a rate for your services that allows you to achieve your goals and plan for the future. 

Are you a price taker or a price maker?

In the area of pricing, there are two types of companies: price takers and price makers. 

  • Price takers are businesses with lots of competition that do little to differentiate themselves from the competition. Because of the lack of differentiation, rates are set by the market. 
  • Price makers are businesses with little competition in their field or that have worked hard to differentiate themselves from their competitors. Because they create additional value, these businesses are able to set their own rates. This is where you want your business to be. 

If you have ever studied accounting, you probably know that revenue - expenses = profit. This is a commonly taught formula and is the...

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Episode 89 - What are you really selling?

When selling products and services, we often spend lots of time focusing on the technical aspects of what we sell. However, we should be spending more time focusing on the benefits of what we are selling.

What are you really selling?

Every product or service we sell benefits our customers. When you look at Maslow's Hierarchy of Needs, everything we sell fits into one of the five categories:

  1. Physiological needs - the most basic needs for food, water, warmth, and rest.
  2. Safety needs - the need to feel safe and secure.
  3. Belongingness and love needs - the need to have friends, family, and community.
  4. Esteem needs - the need for prestige and a feeling of accomplishment.
  5. Self-actualization - the need to live up to one's potential, including in creative endeavors. 

Where do your products fit into these needs? Are you using these needs to sell your products? 

In this week's episode, we discuss how to use benefits in your sales process and some companies that do this well. 

...

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Episode 88 – Want more customers? Improve website navigation

business/career website May 21, 2017

Most of the business owners I have met start thinking about their website in the wrong terms. They worry about how modern or "beautiful" their website looks. 

However, this is the wrong thing. When we start creating the site, our first concern should be how our visitors can find the content, product, or service they are looking for and then focus on how it looks.

Build your website for the audience you want to attract.

I do believe that the style of a website is important. I have left sites that look hideous. However, I mean hideous, not less the perfect or because it looks old.

The most common reason I leave websites is that I cannot find what I am looking for or it is not usable. As soon as I am confused and annoyed, I bounce.

It is not too late for your site

You are not alone if you want your site or be modern and pretty but far too often businesses do not think about what the user will experience on their site. Check out the episode below and learn...

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