Communications – The New Year Reset

The New Year Reset

Walk your talk in 2021. By Rebecca Smith – That Comms Co.

For business owners and operators, the start of a new year is a great time for reflection and planning. Part of this process should include asking yourself whether the way you present and promote your company’s services to customers is both up to scratch, and consistent with the experience you afford them.

A company’s logo, website, social media channels, business cards and brochures are a crucial part of how it markets itself to prospective customers. And these communications, when done well, will help your business stand out from its competitors.

While marketing materials are incredibly important, first impressions are made on more than just a website or a brochure. Other elements of your business like the look and feel of your facility, the phone manner of your employees, and even their presentation, will also contribute to your company’s brand and play an important role in helping you attract and retain customers.

To help ensure that the way you’re presenting your business is consistent with your customers’ experience, here are some tips to get you started.

GET THE BASICS RIGHT

Don’t underestimate the importance of getting the basics right. It’s important to make sure that your website is user-friendly and straight forward to navigate with information like your address, pricing, and unit sizes easy to find for customers. It’s also worth a quick revisit of any listed access hours, office hours and contact details to ensure they remain accurate. It’s a great time to review any offers, information and photography you share online to make sure they’re up-to-date and accurately reflect your service offering and brand.

How you present your business both online and in-person contribute to your customers’ experience and your facility’s brand.

PRACTICE THE SERVICE THAT YOU PREACH

Statements made on your website and in your promotional materials regarding your service must be accurate and not misleading. For example, if you advertise that you have individually alarmed units, then make sure these are working properly. And if you offer regular security patrols, make sure that these are carried out. If you’ve made changes to add to or remove any of your services, now is the time to update the information on your website to reflect what is available. It’s particularly important to ensure any upgrades or enhancements to your service are reflected in your marketing materials, as these will be attractive to your customers. TELEPHONE TALK

Picking up the phone is still a popular method of making an enquiry, therefore it pays to make the customers’ experience as seamless and pleasant as possible for those who call you.

Catch up with your staff to ensure they feel equipped with up-to-date information that will help them to respond to frequently asked questions over the phone, and if you use an automated phone system, listen to the message to confirm it is current and effective in connecting customers promptly with the information they need.

BUSINESS CURB APPEAL

Homes can have curb appeal, and so too can businesses. Take a look around your business to ensure that everything is