If you’re avoiding social media because of this, then you’re missing the point

The vast majority of the people who follow this blog are business owners (usually SMEs), and as such I imagine this post will resonate somewhat.

This week I had a meeting with a potential client who wanted to find out more about the services I offered.  Initially they were interested in content for their website, but conversation drifted to social media.  They immediately admitted they could see the upside, but the thing that worried them the most was this – what if they (i.e. their customers) took to social media to complain?

It’s entirely plausible that I’ve been doing this for too long because honestly it took me a while to understand what their problem was.

We all know that customers sometimes complain. Occasionally they complain for apparently no reason – some people just can’t be helped. No, it’s never nice to be complained about, so I get that; however, every complaint is an opportunity to wow.

Ah, but a complaint on social media could go viral they tell me.

Yes, I acknowledge, it could. However, you have 15 followers and sell a niche product, the chance is slim. And if it happened, your business would probably benefit from the publicity.

It’s not really worth the risk though, they argue.

Harumph.

Let’s cut to the chase here. Your customers will not complain because you are on social media. If they feel strongly enough to complain, they will find a way to do so.  This obsession that somehow a complaint on a Facebook page is going to destroy your business is simply ridiculous.

How did customers used to complain?  In person. The law of Sod would also dictate they’d wait until your store was at its busiest before they did so. The result? Other people would hear.

You know what impact those complaints have on your target audience? Nothing – provided of course you handle it correctly.

Online complaints are no different.

If someone complains on social media, and you address it courteously and in a timely manner, you will always come away looking better.   As a result, social media is not a thing to be feared. It is an opportunity to be embraced and one we really don’t think you should miss.

 

If you are concerned about how to keep on top of your interactions we offer a management service to take the hassle from you. Alternatively, we are always happy to provide advice if you have a specific concern when it comes to customer service.

Please get in touch by calling our hero hotline: 0161 883 2024, emailing lu@timesavingheroes.co.uk or messaging us via Twitter or Facebook.

 

 

 

 

Why your Virtual Assistant is your best friend

In the past we’ve looked at the different ways a Virtual Assistant can help you in your business.  So far we’ve talked about digital marketing tasks, outsourcing your communications, handling your social media and managing the backend processes every business needs to thrive.

Today we thought we’d look at some of the other tasks a Time Saving Hero can take on for you, to free up your time to focus on the more important things only you can do.

For example:

  1. Managing your business calendar and diary
  2. Arranging, scheduling and managing your appointments
  3. Making plans and arrangements for your business travel
  4. Personal online shopper (for corporate gifts etc)
  5. Researching prices for materials, supplies etc
  6. Editing and proofreading documents
  7. Following up with clients, suppliers etc
  8. Preparing documents and Power Points for presentations and meetings
  9. Stock control
  10. Getting quotes for work or materials and equipment

Every business is different, therefore what you find is time consuming, someone else might not.  That’s why we work with you to establish how best we can help you.

If you want to find out more and just have a chat with one of our Time Saving Heroes to see how we can benefit your business, give us a call today on 0161 883 2024.

 

So many business cards, so little time

ToEarlier this month Time Saving Heroes had the pleasure of exhibiting at The Big Bolton Expo, hosted by thebestofBolton.  Having attended a number of different expos, both as an exhibitor and a delegate over the past three years, I can honestly say this was hands down the most professional, friendly and well run event I’ve been to.

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The organisers did a great job of being on hand to help with any questions, and were always friendly, calm and fun to talk to.  At other events I’ve seen the people “in charge” running around like headless chickens, which I always think leaves a poor impression.  It also makes them very unapproachable if you do have a query.

With such a well-run event it’s impossible to come away, no matter what side of the stand you were on, without a handful of business cards and a bunch of new contacts to follow up with.  While it’s always important to follow up, after splashing the cash on a stand, it’s imperative. You need to justify that time, effort and just as importantly the financial expense.

This is where a VA can come in handy.  I know some businesses have a team behind them, and some may even have a whole marketing department, but for sole traders and SMEs this is not the case.  After spending a whole day exhibiting, you’re going to want to crack on with “work” the second you’re back in the office the next day, and then, before you know it, an entire week has passed and you’ve not sent a single email.

Admittedly, the contacts aren’t going anywhere, but that doesn’t mean you shouldn’t follow up in a timely manner.  The longer you leave it the harder it might be for someone to remember you, and any conversation you might have had.  Sending an email the next day leaves a good impression – it shows you’re organised, if nothing else.

How a VA can help

Here at Time Saving Heroes we have a number of clients that we only work with after expos and conferences.  It’s the only time they need to use our services.  Whilst every client in this situation is different, here’s what we do for most:

  1. If the client is local they will either drop off their new pile of business cards, or we will collect from them. If they aren’t local, they tend to take photographs and send them to us via email/Dropbox etc.
  2. Once we have the business cards we collate all the information in to a spreadsheet, which can then be easily uploaded in to their CRM systems. If we have access to the CRM system itself we will upload the data directly.
  3. If any information is missing from the business cards/leaflets we will take the time to search this out. It might be that there’s no Twitter handle on the card – so we will look to see if the business or individual is on social media, and find all relevant links.
  4. For most clients we will have pre-written their initial contact email, and now we will send it out on their behalf. It might be a specific email, or it might be in the form of a newsletter, depending on the client’s preferences.
  5. We will ensure we make contact with all businesses and individuals on behalf of the client via Facebook, Twitter, LinkedIn and any other platform they deem to be relevant.

 

After that we can help schedule certain individuals for further follow-up, as well as writing any other emails and/or newsletters that the client might want to send.

 

If you have been to an expo, conference or any other networking event and are worried that you don’t have time to capitalise on the new contacts you’ve made remember Time Saving Heroes. We are your secret weapon in the fight against time. Call 0161 883 2024 for more information.

 

 

Your message is not important to us

Despite the impression I like to give, I am only human, and that means even I the-ever-writing-Lu can find it hard at times to come up with content.  Thankfully this week I’ve been given a bit of a hand by some really bad customer service experiences on social media.

One of the most popular services we provide at Time Saving Heroes is social media management.  Whilst we offer a whole host of services in this area, for the most part people just want regular content posting out via their networks.  However, I always try to remind people that it’s not about what they sell or do, but how they engage and build relationships with their audience/customers.

Some people get that, some just don’t.

Never is this more pronounced than when you look at how people manage their business pages Facebook Messenger.  On countless occasions I have stumbled across a page, found the content interesting, liked it, commented and proceeded to follow.  In time I have found myself actually needing to find out something – so I hit the trusty “Send Message” button and wait.

Sometimes I have to wait a few hours – which even the most impatient of individuals can probably live with.

Most times, I have to wait a week, or longer.

In some instances no reply comes at all.

For those of you who have Facebook business pages can I just ask – why are you taking the time to set up a page, fill it with content and to add all your contact details only to ignore your potential customers when they bother to reach out to you?

What the Hell is the point?!

Not only are you potentially missing out on a sale in the here and now, but actually you are leaving a really bad taste in someone’s mouth.  Having managed numerous business pages over the last few years I totally get how annoying “the public” can be.  The seemingly endless barrage of questions that are time consuming to respond to – and they don’t end up buying anyway.  Yes, I get it, but sorry buttercup, that’s what you’re there for.  It’s called customer service.

It’s like having a phone, and never bothering to answer the bloody thing!

If you really don’t want people to get in touch with you via direct messaging, don’t offer it as a method of communication.  And if you are going to offer it, make sure you manage it properly.

If you don’t have the time, then you need Time Saving Heroes.

Why are you wasting time on non money making tasks?

Here at Time Saving Heroes we know when you work for yourself you’re constantly trying to juggle the tasks you need to do to keep things ticking over, and those that will generate more income.  It’s not too bad at the beginning, when you’re just starting and maybe the phone doesn’t ring as much as you’d like. Then, the second the work starts pouring in, that takes your attention and everything else starts to slip just a little bit.

If you want to keep your eye on the strategic side of your business, why not consider outsourcing any of the following tasks to a Time Saving Hero?

  1. Receptionist duties (call answering, customer support)
  2. Lead generation (for example, LinkedIn)
  3. Creating forms
  4. Client invoicing (and sending quotes/estimates)
  5. Bookkeeping
  6. Expenses/mileage claims
  7. Preparing agendas for meetings
  8. Creation of document templates (or email templates)
  9. File organisation
  10. Data scraping/management

 

There’s so much more a Virtual Assistant can offer, but these are some of the key tasks that will allow you to focus on what you need to achieve to move your business forward.  Imagine how much more productive you could be if you weren’t constantly bogged down in the non-money making tasks that demand so much time?

To find out more simply give us a call on 0161 883 2024 or email hello@timesavingheroes.co.uk and we’ll be happy to help.

 

 

 

It’s not about the money, money, money

When I was younger I had a number of customer facing jobs. For the largest part, I loved them; however, the downside was often the customer. Despite what they tell you at Front of House School, the customer is not always right. In fact, the reality is, on occasion, the customer is just a pain in the proverbial.

As is often the case when you are a lowly waitress, retail assistant or bar maid it is easy to imagine what it might be like doing a job where you aren’t directly at the coal face, having to put up with people’s bad moods and attitudes. Of course, it doesn’t take long to realise that actually, no matter where you are in the hierarchy, the chances are you’re going to have to put up with someone’s sh!t. That’s employment.

So then, when you decide to embrace the life of the self-employed bod, it can be tempting to think you’ve finally broken free of the shackles, and you really can tell people where to go if you feel like it. Of course, you can even if you are employed, though it’s safe to say you’re unlikely to be welcomed back for your next shift (and yes, there does speak to the voice of experience).

My point is, when you run your own business you can be forgiven for thinking, initially, that you are completely autonomous; but you’re not. At least, not if you actually want to earn any money, which is kind of the whole point. If you want to pay the bills, you need to be able to send the invoices, which means, for at least a while, you’re going to have to take jobs where you can find them.

They might be poorly paid, not really worth it jobs; they might be too time consuming or it might be that the customer is a complete and utter [insert word of your liking here]. We’ve all been there, and that’s just one of the realities of business.

However, it doesn’t have to be for long. I remember when I just started out, a much respected client of mine told me that the ultimate goal, for him at least, was being able to cherry pick the work he did, and the people he did it for. His plan was to be in a position whereby he wanted to earn the money his clients would pay him, rather than having to earn it.

I didn’t think much of it at the time, other than being pleased his goal meant he needed an extra pair of hands, and therefore secured me a regular income stream. Now though, over three years later, I completely understand what he meant, and confess to having embraced the ideology myself.

When it comes to my clients I have one job: to make their life easier. It doesn’t matter what task they need completing – social media, content writing, credit control, research – I’m there to save them time so they can get on with the more pressing aspects of their business. And I’m damn good at my job. Not being arrogant, it’s just true.

That said, I realised while I was great at helping other people out with their time issues, I was getting bogged down in my own. I’d be chasing after potential leads I’d been passed, and spending not insignificant amounts of times warming people up. I’d go over proposals with them, sketch out complicated editorial calendars, listen to their insane to-do lists and come up with plans to help them move forward.

I invested.

After chasing and chasing I’d invariably get to the point of securing the deal, and starting work. Then, the inevitable happened. The client, who was never 100% in to begin with, didn’t engage. Therefore they didn’t see the benefit, and when cash flow became the slightest bit of an issue (which it invariably did because they weren’t actually engaging), I’d get binned.

And my invoices would go unpaid.

And my emails would go unanswered.

I am a huge fan of trusting your gut, sometimes you just get a feel that someone is going to be a bit too difficult to work with. Don’t get me wrong, I love a challenge, and I have clients who do challenge me; however, that’s because of the nature of their work, or the tasks they need me to do, not because of their attitude.

While I understand the argument that you have to be consistent and relentless in your pursuit of particular clients, I actually don’t bother myself. If you don’t want to work with me, that is fine; I have no interest in forcing you and badgering you. There are other clients who do want to work with me and they are deserving of my time, energy and efforts, so it’s no loss to me.

Laid out bear on the cold digital screen I know I may sound a little bitter and twisty, but actually it’s not about that. It’s about knowing my worth.

Do you know yours? Ask yourself, honestly, how much time do you spend chasing down things that are genuinely a waste of time at work? Maybe it’s not leads, or clients, maybe it’s using the wrong social media platform, or not automating your invoicing. Perhaps you’re spending too long managing your email, or you’re not compiling effective to do lists. Are you mis-managing your time, or taking forever to write a blog post that could easily be outsourced to someone else?

Now is as good a time as any to ensure you are using your time more productively.

How a VA can make you a better networker

For the last few weeks I’ve been talking about how a VA can be a huge help when it comes to sorting out an overwhelmed inbox. This week I thought I’d look at other ways an extra pair of hands might be able to help you run your business more efficiently.

Let’s look at networking, one of my favourite things about being a business owner.

One thing many people struggle with is making the most of their networking activities. It’s all very well finding the time to actually attend a networking meeting either weekly or fortnightly, but doing it right can be all too time consuming for some.

Networking isn’t simply about showing up and passing business cards around. You need to take the time to think about what it is you want to say – you only have 60 seconds to get your point across and make people remember you. Equally, you also need to commit to the follow up. If you’re not going to make the most of any connections or leads that have come your way, you’re totally wasting your time rocking up to an event in the first place.

I have one client who attends, on average, six networking events a week. All, bar one, are morning meetings which he likes because he can get them out of the way before most people have started in the office. However, he came to the realisation that he wasn’t keeping on top of everything effectively, which meant he was essentially wasting his time, and money, by going to all these different events.

In order to help reduce the strain on his time, and ensure that he is being as efficient as possible with his networking activities we have put a few things in place.

60 Seconds

Once a month we have a 10 minute phone call to brainstorm ideas and catch up on what’s been happening in his business. From this chat, and from my general day to day knowledge of what he’s been up to, I am able to write his 60 seconds/elevator pitches for him to use.

He prides himself on not using the same information over and over again, as he wants to keep things interesting for the rest of the people in the room. Thankfully I have a great system set up whereby I know what he has said in which group, and when so there is not likely to be any repetition.

CRMs

When a new member joins one of his groups, or a visitor has attended, he will send me a picture of their business card via WhatsApp. I will then add their details in to his CRM system, along with information of what meeting they attended, if they have been before and if he has set up a one to one meeting with them.

One to Ones

Before you think it, no, I do not attend one to one’s on his behalf! We did talk about it once, and I managed to talk him out of it. However, what I will do is liaise with people to book the one to one’s in the first place, and send confirmation of the appointment once it has been made.

He then records his one to one meetings on his iPhone, and sends me the audio which I will transcribe. From this I complete a “file note” for him, which will be attached to the individual’s record on his CRM and forwarded to them as well. This is to allow them to confirm that he has understood precisely what they do in their business and what sort of opportunities or referrals they are looking for.

I will then add their details in to a database so that in 11 months we will make contact again to arrange another one to one.

Referrals

When he is handed a referral or lead he will always pass me the details so that I can make the initial contact. I will find out precisely what is required, and pass over any information that the prospect needs to be able to make a decision.

If a meeting needs to be arranged, I will schedule it.

From there, the client handles everything else himself.

This is an approach that works perfectly for him, but might not be ideal for everyone. However, I hope it gives you some idea of how outsourcing some tasks could take the pressure off you, and allow you to be more efficient at work.

If you want to have a chat about how you could improve things in your office, why not give me a call on 0161 883 2024 or email lu@timesavingheroes.co.uk