Most of us can easily list off 5 professional, and
consequently unprofessional, business experiences we’ve had recently. Our interaction with these businesses may
have been in the form of an email, a retail shopping experience, or a telephone
conversation. In several cases, the
deciding factor between a professional and an unprofessional experience may
have been something so small, so simple, yet so significant.
Running a home-based business often means wearing the hat of
everyone from order taker to customer service specialist. A stickler for a ‘professional’ image, I
believe it is essential I constantly make myself aware of how clients,
contractors and the public are viewing my business practices. As the sole owner of my business, I have to –
nobody else is going to do it for me!
I’m a believer in the K.I.S.S. method of business relations
– Keep It Simple, Stupid. The following
five points may seem cliché, and ever so simple, but it’s surprising how often
home-based business owners forget to take notice of them.
1. Spell check.
Whether you are writing an email, creating a brochure of
your services, adding text to your website, or writing a thank-you card, double-check your work! Just about every
program you work in will have a ‘spell-check’ function - use it! For projects such as text for my website or
brochures featuring my services, I hire or outsource to a professional editor
to review what I’ve written. You may
ask, “Isn’t a professional editor going to cost me a lot of money?” No! It will save you the embarrassment of
spelling mistakes, an error which may very well cost you a future customer.
2. The telephone.
Have you ever called your favourite retail shop or your
local notary public to hear them answer, “Hello?” No?
Neither have I. Businesses answer
their phone stating their business name, as should you! Unfair or not, some potential customers have
a negative preconceived notion about home-based businesses, so let them know
from the moment they call that you are a professional organization. Ensure your answering machine or voicemail clearly
notes your business name and directions for leaving a message or alternate
contact information. If your business
line is also your home line, instruct others in your home how you want calls
answered during business hours. Also, explore the option of getting a smart ring number or a voicemail system with
multiple mailboxes.
3. Professional documentation.
Business cards, brochures, emails, website content, faxes,
written quotes and RFPs. Always give out
typed, clean-looking, professional documentation with your company contact
information. If budget allows, hire a
graphic designer to create your company’s brand image so you keep a consistent
branding with all of your correspondence.
Lots of virtual assistants have a background in graphic design and
offer these services. Not in the budget
just yet? There are easy-to-use software
programs with template designs, which you can customize with your own
information and flair.
4. Mind your manners.
Smile when you are on the phone. Say please and thank you. Treat each and every phone call and email
with this kind of care, and you will surely see repeat customers and
referrals. Let customers know you
appreciate their patronage. A sincere
“thank you for your business” will go a surprisingly long way. Dealing with a home-based business is often a
new experience for customers. Show them
your level of professionalism by keeping your manners in check.
5. Know your policies, your product, your business.
It is most
unprofessional when the owner of a company does not know the answer to a
question about their business. When
someone asks for a quote, they are expecting an answer to how much your
business will charge to provide them with a service. Potential customers don’t want to hear how
you’re just redoing your pricing and you’ve never done this before but think
$40/hr sounds fair. They don’t want to
hear that now you have people sign a contract because once upon a time you
didn’t sign one and you were never paid for that assignment. You are the professional. Give clear answers to the inquiries you
receive about your service offerings, pricing, policies, etc.
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