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10 Under $35: Great Client Gifts 2023

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You can run, but you can’t hide! The December holidays are at your doorstep and asking you to respond accordingly. Yes, it is a chore, and you’ll spend some money, but look at the bright side—-the holidays are much more than a gift-giving obligation. Recognize that the December holidays are your best client outreach and relationship-building opportunity of the year. So if you neglected to include current or lapsed clients on the mailing list for your blog or website, or you hesitated because you worried about looking crass, and decided against including clients when you announced that you’d appear on a podcast or would teach a social media marketing class, your opportunity to rectify that oversight has arrived. December is your gateway to redemption, your big chance to show clients that you remember and value them.

The holiday gifts you send, and to a lesser extent the holiday cards you send, give you entree to reach out in January and diplomatically float the idea of receiving an assignment in the New Year. Reach out with a conversation-starting topic that might persuade your client to schedule a voice, video, or face2face meeting so that you can assess and suggest how your products or services can provide solutions that achieve the client’s objectives. After all, the reason that your client gifts and cards qualify as business expenses is because you’re spending money to support the goal of making more.

Below is my 2023 list of business-appropriate, cost-conscious holiday gifts and I hope you like what you see. Every vendor is different, but you can expect your gifts to arrive on time if you ship before December 10 (that date also applies to the cards you’ll send, whether or not a gift will also be sent). Shop on Black Friday (November 24) and Small Business Saturday (November 25) to catch the sales and get more for your money. Be advised that Christmas falls on the fourth Monday and some offices may be closed on Friday December 22, maybe until Tuesday January 2.

1. Dossier Fragrances

Dossier, the luxury fragrance maker, recently launched its third line of scents: the Wellness Collection. The new line includes sage and black tea, rose and basil, ginger and grapefruit scents that serve as a “sensory gateway, inviting you to embark on a fragrant journey toward balance, serenity, and rejuvenation,” says CEO Sergio Tache.

The Wellness Collection will refresh, re-energize, and rejuvenate, giving you aromatic therapy through fragrance for a heightened scent-sory experience. The Speakeasy Collection is crafted with celebration in mind and captures all the bubbly, warm, or even smoky sensations that come with every sip– or in this case, spritz!

Dossier Originals
$29 each

2. The Weekender Dopp Kit

A rugged, classic pouch to keep all your toiletries in order. Outside, it’s built from heavyweight cotton canvas that will take anything your trip can dish out. Inside the sturdy metal zipper, there’s an additional internal zipper pocket and elastic loops to secure your stuff.

https://www.bespokepost.com/store/line-of-trade-weekender-dopp-kit?clickId=0oizTcy5fxyPUBdy6FSGNz3uUkFVy91Px0Jk2U0&a=m_10078&utm_medium=Affiliate&utm_source=IR&utm_campaign=0oizTcy5fxyPUBdy6FSGNz3uUkFVy91Px0Jk2U0&utm_content=Skimbit%20Ltd.&nb_adid=70438&nb_cid=1804&nb_pid=10078&nb_aname=Online%20Tracking%20Link&nb_atype=ONLINE_TRACKING_LINK&nb_asize=&nb_product_sku=&nb_partner_name=Skimbit%20Ltd.&nb_mtype=mediapartner&nb_partner_shared_id=thespruce.com&nb_platform=impact
$35 each

3. Jiminy’s Doggie Dental Chews

Dog owners adore gifts that have their furry friend in mind! Here is a multi-purpose, cinnamon-flavored chew designed to clean teeth, freshen dog breath and reduce oral inflammation while the chew’s flexible, nubby texture cleans teeth and gums. Cruelty-free superfood ingredients make Jiminy’s Dental Chews the sustainable choice for the health of your dog and our planet. The chews come in four sizes. Jiminy’s dog treats and dog food are also available.

https://www.chewy.com/jiminys-grain-free-cricket-cookie/dp/205078

$9.95 each 5 oz. bag

4. The Pasta Queen Cookbook


TikTok star and social media sensation Nadia Caterina Munno, a.k.a. The Pasta Queen, is opening the recipe box from her online trattoria to share the dishes that have made her pasta royalty. In this delectable antipasto platter of over 100 recipes, cooking techniques, and the tales behind Italy’s most famous dishes (some true, some not-so-true), Nadia guides you through the process of creating the perfect pasta, from Pasta Al Limone to Fettucine Carbonara. The book was a New York Times bestseller. See reader reviews here https://www.goodreads.com/book/show/60321510-the-pasta-queen

https://www.barnesandnoble.com/w/the-pasta-queen-nadia-caterina-munno/1140976219?ean=9781982195151

$23.99 hard cover

5. Lapgear Tablet Pillow

An unique, triangular-shaped bolster pillow that has a reinforced front pocket that holds your tablet or phone at optimal screen viewing angles, allowing for comfortable and efficient tablet use. The microbead filled cushion allows this tablet pillow to conform comfortably to your lap or any surface while using your tablet. Tuck your phone, device charger, ear buds, or other accessories into the convenient side pocket to keep them handy. Use the snap-on handle to attach the lightweight tablet pillow to your suitcase or backpack when you are on the go. This item is the perfect stand to prop your tablet up and go hands free while streaming your favorite show, shopping online, FaceTime conversations, or playing a game.

https://www.walmart.com/ip/LapGear-Microbead-Tablet-Pillow-with-Phone-Pocket-Gray-Herringbone/268528336

$19.69 each

6. Born to Bloom

Collaborate with Mother Nature to give this combination birthday and December holiday gift that grows and changes every day. Seeds, a glass bottle to grow them in, soil-less growing medium, instructions, and info about what your flower symbolizes are all included. Once the garden has finished blooming, wash the grow bottle and use as a vase. Cork lid doubles as a coaster for the bottle. A lovely gift for gardeners, sentimental types and those who don’t want any “stuff.” (Sorry that I’m over budget here!)

https://www.uncommongoods.com/product/birth-month-flower-grow-kit?clickid=3tTwSAy5JxyPUBdy6FSGNz3uUkFVy6xex0Jk2U0&irgwc=1&utm_source=Skimbit%20Ltd.&utm_medium=affiliates&utm_campaign=8444&utm_term=Online%20Tracking%20Link&trafficSource=Impact&sharedid=thespruce.com

$36.00 each

7. Apple Air Tag

The Apple Air Tag is the game-changing remedy for those who habitually misplace keys or wallet and maybe also could use a better way to keep track of a pet. Or maybe they just want to know exactly where their bags are while traveling? The one-tap setup makes it a breeze to connect with an iPhone or iPad all in the Find My app. Selected iPhone models have Precision Finding that will lead users right to your nearby AirTag. If it’s further away, hundreds of millions of Apple devices in the Find My network can help track it down. AirTag is compatible with any iPhone, iPad, or iPod Touch device running iOS/iPad OS 14.5 or later. All activity will be anonymous and encrypted for privacy.

https://www.apple.com/shop/buy-airtag/airtag?afid=p239%7C1442537&cid=aos-us-aff-ir-1442537

$29 each

8. Queen Bean Coffee Sampler

The coffee sampler is a great way to explore these fabulous coffees, available in six (6) contain quarter-pound packs. While you cannot chose specific coffees, Queen Bean invites you to provide a basic guideline, e.g., a random sample, sustainable single origins, dark roasts, flavors, decafs, etc. If you aren’t sure what you like, we suggest you order the random pick or send an email to help you figure out your coffee type. When ordering, please use the comment box to indicate if you would like ground or whole bean coffee.

https://www.etsy.com/listing/489146056/coffee-sampler?ga_order=most_relevant&ga_search_type=all&ga_view_type=gallery&ga_search_query=coffee+samplers+gift&ref=sc_gallery-1-1&sts=1&plkey=da64bda243454aefb4e84ebf5bb733cb02c8266e%3A489146056
$29.90 for six (6) + $8.50 shipping

9. Cantaloupe & Prawns

Celebrate the colors and ambience of the Mediterranean this holiday when you choose this lovely (unframed) art print created by Maggie Cowles, a freelance artist and illustrator whose has been shown in galleries in Tokyo, London, Paris and Los Angeles.

https://society6.com/product/cantaloupe-prawns_print?cjdata=MXxOfDB8WXww&sku=s6-21353150p4a1v45&utm_source=cj&utm_medium=affiliate&utm_campaign=2114&utm_content=100017238&utm_id=5370367&utm_term=14068151&cjevent=70c9033a84b911ee829514e90a82b821
$27.20 (regularly $34.00)

10. Charity Choice Holiday Gift Certificate

In this holiday season, allow your client gift to demonstrate your company’s values. Charity Choice, an official donation site of the American Red Cross, will enable your clients to support a cause that resonates with them. As your client gives back, you present a positive image of social responsibility for you and your company. You choose the giving level and your recipient chooses the cause to support. You decide the format that your client receives—digital card via email or physical gift card that is mailed either to you or to your client on your behalf.

https://www.charitygiftcertificates.org/#GiveGiftCards

$25.00 each (also $10, $50 & $100)

Happy Thanksgiving and thanks for reading,

Kim

Image: ©Library of Congress / Science Source. Anna Eleanor Roosevelt (1884 – 1962) served as First Lady of the U.S. March 1933 to April 1945. She was the wife of Franklin Delano Roosevelt (1882-1945), who served as PTOS March 4, 1933 – April 12, 1945.

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Customer Loyalty = Competitive Advantage

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No doubt about it, being in business is about the customers and nearly all of your important functions as a business leader are customer-driven. Customers are the fuel that sustains your enterprise and they are worth their weight in gold. In exchange for just a few basic necessities that your organization provides—high-quality products and services, pleasant and efficient service end to end and prompt follow-up to whatever questions or problems, chief among them—your customers will be pleased. They’ll reward you by doing more business with you.

Some will become your cheerleaders and happily spread the good news of their positive experience with you. They’ll write glowing reviews and award your company five stars. Not only will they give you repeat business, they’ll also refer their colleagues and grow your list of customers. Good customers are the foundation of a successful enterprise and in particular for small and midsize businesses they are one of your most impactful competitive advantages.

Now, you may have built a strong brand that within your target market commands admirable brand awareness, but it is undeniable that small and midsize entities do not have the powerful brand influence wielded by even regional companies, let alone the multinationals. Furthermore, in the big picture, the products and services offered by Freelancers and other small entities are seldom perceived as unique. For the most part, small and midsize companies are all-too-often uncomfortably close to being considered a mere commodity and more or less interchangeable with competitors. Ouch.

So how can Freelancers and other owner – operators of small entities distinguish themselves and get positioned to thrive in an increasingly globalized marketplace? Fortunately, one of the most attainable and effective competitive advantages you can bring to your brand to rescue it from the taint of mediocrity is the loyalty of your customers. You nurture and sustain that powerful competitive advantage by the customer experience that you (and your team) present. When your organization gives the gift of a first-rate customer experience to those who do business with you, that happy feeling will become the defining memory that customers have of your organization.

A strategy, not an afterthought

You can showcase as competitive advantages any attributes or resources that your business holds, but the particulars of the customer service and experience your organization offers are personally and uniquely yours. What you do, how you do it and how your customers feel as a result will distinguish you from all competitors.

The customer experience you present is an extension of your company values and culture. When your guiding principles direct you to place the customer at the center of how you interpret best practices, you’ll incorporate that perspective into your business decisions, strategic directions and every customer touch-point. The customer service training you provide to customer-facing employees will reflect your standards of customer service best practices. The desired result is a rewarding customer experience that encourages customer loyalty and customer retention.

Products and services that consistently deliver

It is a given that the quality of your products and services is the leading factor in creating customer loyalty. Excellence is the expectation and customers will quickly abandon your organization if its solutions do not meet that standard.

If for some reason a product or service fails (as the customer defines it), your best defense is to respond quickly, deliver an apology that expresses genuine empathy for the inconvenience and provide a well-delivered correction that exceeds customer expectations.

Surprise and delight

It is always good business to thank your customers for their business and show them that you appreciate their confidence in you and your organization. That they choose to do business with you is the most sincere compliment. A thoughtful gesture costs very little and has the power to repay you many times over with customer loyalty, retention and referrals made.

Providing perks or VIP status is one way you can show gratitude to your best customers and it’s known to encourage repeat purchases and create enthusiastic brand advocates. Depending on your product or service line, consider inviting certain customers to have pre-release access to a new product or service. You might offer those customers a small discount in exchange for their inclusion in a case study that you’ll publish or appearing in a social media campaign.

Another way to show gratitude to customers is by sending a hand written note to thank them for their business. A short, simply written thank you note is an elegant and powerful way to express your appreciation for the opportunity to work with them. At the December holidays, remember to send a (secular) holiday card to customers you’ve worked with over the past four or five years.

The little extras you provide are an expression of your guiding principles, an extension of the memorable customer experience that your organization presents and a welcome change of pace from the digital realm, where most business interactions now take place.

Enable community

When your company’s guiding principles point you toward a customer engagement focus that is centered on customers, you won’t limit yourself to one-way broadcasting of company updates. Instead, you’ll spark conversations that have the potential to inspire your customers and motivate them to interact with each other, along with you and your customer-facing employees. Engagement means that customers feel that they’re part of a community, one that welcomes them with bonding activities that can include interesting conversations, receiving cards and personal notes, or gaining access to special product or service offerings.

Because your customers will find it most convenient to have these types of conversations online, take care to participate in social media platforms that first, make this type of communication accessible in terms of text and images, as does Instagram, Facebook, or TikTok and second, that your platform is one that customers are comfortable using.

When you take steps to build and nurture a satisfying and memorable customer experience, you can be certain that your brand will be recognized and appreciated by customers and prospects alike, who will be delighted to do business with your entity again again. Their loyalty will become one of your most powerful competitive advantages.

Thanks for reading,

Kim

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More than Noise: PR Takes Your Brand to the Top

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There are several ingredients in a recipe that results in the creation of a successful business and a good reputation is surely one of them. Reputation, more commonly known as the brand these days, is also comprised of several ingredients and a savvy public relations strategy is one way you can influence the perception of your entity’s brand reputation.

A well-conceived and executed public relations campaign has long been recognized as one of the most powerful strategies available for building a successful brand reputation. The goal of PR is to shape and manage a brand’s reputation and credibility by employing selected media outlets to reach target audiences and cultivate a favorable impression of the brand. Because the perception of a company’s brand influences the degree of success that it achieves, a favorable brand reputation will help position a company to grow and prosper.

Launch a PR campaign for yourself and/or your company by contacting selected media outlets and sending information about an activity in which you (and by extension the company) will participate, or another story line that may interest the outlet’s readers, viewers, or listeners. In a written document known as a press, or news, release, include the basic facts of your story, a brief bio of yourself and your company and a professional-looking photo of yourself. In a day or two, follow-up with the recipient of the press release to gauge the interest level in the story and the possibility of its inclusion in a future issue or broadcast.

An effective PR strategy

By using a strategy of targeted messaging campaigns designed for print media, digital outlets including webinars, videos, or podcasts, speaking engagements and other personal appearances, plus the interaction encouraged by social media engagement, companies and individuals have numerous options for enhancing the perception of their brand within the target audience. Effective and consistently orchestrated PR campaigns create conditions for brand awareness and loyalty to take root over time.

To structure an effective PR campaign specific objectives, messages that resonate and media outlets that are trusted by the target audience and appropriate for your campaign messages and objectives, are critical factors. Knowing target audience motivations for using your company’s products or services provides the campaign talking points. You can tailor PR messages around themes that align the brand narrative with important concerns of the audience. Make sure that your PR messages are clear, concise and consistent across all media outlets used.

A persuasive brand narrative

An important feature in a successful PR campaign is developing a brand narrative that engages your target audience while also differentiating your company (and you) from competitors. To be persuasive, the brand narrative must be perceived as authentic. Drafting a persuasive brand narrative requires that you first identify and define the core values, vision and mission of your organization and second, that you understand what target audience members expect to achieve or solve when they use your company’s products or services. Showcasing the unique qualities and value proposition that distinguish the company, individual, or product from competitors is also integral to developing a persuasive brand narrative.

Again, the brand narrative must feel authentic to the target audience. Authenticity in PR messages enables the development of lasting relationships by building trust through communications that reflect the individual’s or organization’s values. A consistently communicated brand narrative can eventually come to embody the brand reputation. In that way, effective PR becomes the secret sauce that enhances your company’s reputation and renown in a noise-filled, hyper-competitive business landscape.

What is newsworthy?

Regardless of the size of your business, obtaining (positive) media attention is possible and highly recommended. Editors, publishers and hosts choose the stories or guests they’ll spotlight based on who and what can be expected to generate an audience. The best way to determine newsworthiness is to consider the media outlet’s audience and what might be of interest to them. Will your story or information grab their attention? Below are typical factors that impact editorial decisions.

Impact. A story or person that appeals to many readers, viewers, or listeners and is therefore expected to attract a sizeable audience or many clicks is considered impactful. Estimate the impact that your story will have on the media outlet’s audience.

Human interest. Connecting with the audience emotionally is an effective way to bring attention to a story. A story or guest that is relatable has the power to attract a good audience.

Relevance. How important will your story be to the audience? In your press release and in the first sentence of your talk or article, can you share one or two surprising, if not shocking, facts that will grab audience attention?

Prominence. If prominent people or organizations do business with you and your company, media gatekeepers may assume that their audience wants to learn how you captured the attention of VIPs and that could lead them to include your story.

Timeliness. Your information or story will be more readily accepted if the action will either take place in the near future, or happened recently.

Scale PR for small business

The best PR can’t be bought (without a generous budget), but affordable and effective PR strategies and tactics can be designed to fit within most budgets. Social media has found a place in PR because the medium allows brands to interact directly with the target audience, encouraging an immediacy and relatability that audiences find authentic and conducive to building sustainable brand loyalty.

Be advised that incorporating social media into your PR campaigns is most effective when you follow regular posting schedules designed to keep fans and followers engaged and informed with meaningful content. Your postings may include updates on a talk you’ll give, a webinar you’ll host or participate in, best practices updates for your products or services, your most recent blog or newsletter post, or your thoughts or experiences about trends in your industry.

Thanks for reading,

Kim

Image: © Ron Galella. Jacqueline Kennedy Onassis and celebrity photographer Ron Galella on Madison Avenue in New York City (1971).

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10 Under $35: Client Gift Ideas 2022

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Your final marketing tactic of the year will be the December holiday card and gift you give to all clients whom you billed at least $500 in this calendar year. It’s also smart to send a holiday card to those you’ve worked with over the past four or five years.

Your client outreach at holiday time goes a long way toward enhancing your brand, playing a part in your client retention/ repeat business strategy. Find the time and money to show appreciation to those who trust you enough to pay for your expertise. At this time of year, take the readily available opportunity to contact current and lapsed clients and demonstrate less visible aspects of you and your brand—thoughtfulnesses, generosity, happiness, authenticity.

  1. Yucca Cane Plant $24.99

Studies show that plants at home or in the office can reduce stress and stimulate creativity. The Yucca Cane is a long time favorite that will make a dramatic conversation piece. Its upright spineless hard leaves sit atop a thick wood cane in multiple clusters which creates an exotic tropical look. In addition to its bold look, the Yucca Cane is an easy care plant that requires low watering and enjoys high to medium light spaces. The spineless yucca loves sunlight and watering about once a week. Make sure the soil dry’s out before watering again. To beautify your plant use containers with drain holes to drain excess water and keep your plant healthy.

https://www.homedepot.com/p/United-Nursery-Yucca-Cane-Plant-in-9-25-in-Grower-Pot-21955/307739456

2. Tunisian Tile Snack Tray. $30.00

Whisk yourself away to the Mediterranean for a midday tea or coffee break. This handmade serving tray is part elegant decor, part transportation device. Tunisian artisans carve the base from olive wood and add two hand-painted ceramic tiles. No matter what you serve–coffee and pastries or wine and cheese–you’ll enjoy your pick-me-up snack that much more. Handmade in Tunisia.

https://www.uncommongoods.com/product/tunisian-tiled-snack-tray

3. Sari Patchwork Apron $30.00

Your clients who got into coking during the pandemic will appreciate a lovely and practical apron. The item began its life as a sari and has now been repurposed into a double-sided apron featuring a blend of patterns and colors to inspire the cook who wears it. Handmade by artisans in Bangladesh who stitch repurposed sari swatches together, then decorate the aprons with traditional kantha stitches in contrasting colors. Each stunning patchwork is a one-of-a-kind work of art and no two are identical. Machine wash cold, line dry.

https://www.uncommongoods.com/product/repurposed-sari-patchwork-apron

4. Sound Machine $26.00

The Yogasleep Travel Mini Sound Machine combines robust white noise options and a night light in one sleek and lightweight pocket-sized device, ready for travel anywhere. The travel mini offers six lush soundtracks created to promote relaxation and improve your sleep environment, including white noise, brown noise, and three nature-inspired sounds.

https://www.ongoody.com/business/browse/brands/yogasleep/travel-mini-sound-machine-with-night-light

5. Picture Frame $19.99

Classically attractive photo frame is crafted with a sun ray style design and ribbed texture that complements the decor of any office, corporate or home. It’s hand made of sustainably sourced bone and features an easel back and will brighten a desk, book case, or table top. Holds one 5”x7” photograph.

https://www.worldmarket.com/product/white+sunray+bone+frame.do?sortby=ourPicks&from=Search

6. Cherry Pit Muscle Therapy $18.95

Did you know this is a thing? I certainly didn’t but while I was sleeping, millions of people have been using hot or cold compresses filled with cherry pits to relieve muscle aches. Chill pits the freezer or warm in the microwave and they’ll hold and slowly release therapeutic cold or heat that’s good for what ails you.

http://cherrypitstore.com/index_files/Page796.htm

7. Key Chain $18.00

Why not give a simple and practical gift? This compact, durable and stylish key chain has a 100 % genuine leather exterior, silver in color and tastefully accessorized with solid brass hardware.

https://www.primecutbags.com/keychains/silver-leather-keychain

8. Mobile Device Ring Light $24.99

Maximize the benefits of mobile with a great little accessory that makes you look good when you Zoom on the go, sun up or sun down. FYI, read a review. https://freelancetheconsultantsdiary.wordpress.com/wp-admin/post.php?post=24120&action=edit

https://getolumiring.io/offer-01/?lpid=0621&utm_source=11335&utm_medium=&utm_term=621&utm_content=&utm_campaign=0&aff_id=11335&camp_id=0&sub_id=&req_id=5d503ba5990b4080899e5dd885958a82&contract_id=0&oid=621&device_type=PC&country_name=United+States

9. Skin Moisturizing/ Winter Therapy $28.05

  • SKIN CARE PRODUCTS: Pamper from head to toe with this giftable set including Lemon Butter Cuticle Cream Hand Salve Original Beeswax Lip Balm Res-Q Ointment Shea Butter Hand Repair Cream and Coconut Foot Cream.
  • HANDS & FEET: Pamper and soothe dry rough cracked skin with moisturizing hand salve cuticle cream hand cream and rich foot cream.
  • LIP MOISTURIZER: Made with Beeswax Vitamin E and a hint of peppermint oil hydrate and nourish dry lips with the original favorite lip balm.
  • MULTIPURPOSE OITNMENT: This gentle Res-Q Ointment is made with a blend of herbal ingredients to create an everyday salve that soothes and comfort dry skin and minor cuts.
  • BURTS BEES GIFT SET: These natural, moisturizing skin care products gifted in a Burts Bees tin nourish skin throughout the winter months and make the perfect holiday stocking stuffer.

https://www.walmart.com/ip/Burt-s-Bees-Classics-Gift-Set-Open-Box/920571603?irgwc=1&sourceid=imp_XB0zf034fxyNTw0wVCwYvw4MUkA0LJS8eSbIzo0&veh=aff&wmlspartner=imp_3006986&clickid=XB0zf034fxyNTw0wVCwYvw4MUkA0LJS8eSbIzo0&sharedid=&affiliates_ad_id=565706&campaign_id=9383

10. Designer Coffee Mug $22.00

If you must give a coffee mug, make it this one! The innovative design and sturdy durability of Cloud Mugs bring a smile with every sip. The mugs are also microwave safe. Hand wash and avoid submerging the mug in water to keep them looking and feeling their best.

Cloud Mug

Hope the list helps your relationship and brand building strategy. Happy Holidays and thanks for reading.

Kim

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Use Customer Service to Grow Your Business

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The quality of customer service that your organization delivers reveals more than you may suspect about your organization— the quality of the products and services offered, your commitment to quality control, your respect for those who buy from you, your appreciation of the value of building and maintaining good customer relationships, your brand and your management skills.

Of the many tasks that a business owner must examine and address, few are more representative of your business acumen than customer service. You owe it to customers, prospective customers (you want to convert them, yes?) and yourself to analyze your company’s buyer’s journey and after- sale service and ensure that every customer touch point reflects your commitment to providing a solution to the needs of those who might become your customers and your goal to promote confidence and trust in your company.

Encourage customer feedback—-distribute a survey when you send an invoice, initiate conversations about what might make doing business with you even better. Read on and remind yourself of why customer service matters.

It’s good business

While there are many factors that contribute to the success or failure of a business, good customer service is always a positive. When customers are pleased to do business with your establishment, they’re likely to say good things about you, your team and your products or services. Remember to ask your happy customers to write online reviews, make referrals and also contribute testimonials or participate in a case study.

Prospects, too

The buyer’s journey requires the engagement of you or your team once prospects move from stage 1 Top of Funnel to stage 2 Middle of Funnel. As prospects become more serious about doing business, personal interaction begins. Prospects may want to have a 30 minute (free) consultation, or they may have a question or two. You and your team must respond to inquiries from prospective customers promptly, professionally and pleasantly.

Prospects who’ve maintained an interest in your product or service and entered stage 3 Bottom of Funnel are especially deserving of superior customer service. It can help you win the sale, or cause you to lose it, if you don’t perform to expectations. Converting someone from consideration to commitment is a careful balancing act that’s eased along with good customer service.

They remember

The customer may forget what they bought and when they bought it, but memories of the interactions between you, or your staff, and the customer will have a long life. It is therefore in your interest to take all possible steps to leave customers and also prospective customers, with pleasant memories of your establishment. I’m sorry to say that memories of poor customer service have the longest life. Many marketing experts estimate that 12 positive experiences are necessary to make up for just one unsatisfactory customer service experience.

They matter

Providing good customer service is the ultimate demonstration of courtesy and respect. Part of the value that you deliver to customers (and prospects) is communicating that you value their business and their interest in doing business with you, even if you ultimately cannot fulfill their need at this time. Treat customers and prospects well and you’ll leave them with a good feeling. They will trust you and will be more likely to refer you to others who may become your customers.

They return

Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one. Research done by Frederick Reichheld of Bain and Company in Boston, MA concluded that increasing customer retention rates by 5% increases profits by 25% to 95%.

Good customer service is an important ingredient of your customer development strategy. It encourages good customer relationships, good online reviews, good word of mouth, repeat business and referrals. In other words, good customer service is worth money. I believe making money is why you went into business?

Thanks for reading,

Kim

Image: © Nick Briggs, Carnival Film & Television Ltd. Members of the Downton Abbey household staff

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7 Personal Brand Building Blocks

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OK, it’s like this—- if you’re not sure whether or not you have a personal brand and you don’t know what to make of it even if you do, you’ve come to the right place. Today, we’ll examine the business strategy known as the personal brand and talk about why you want to develop one for yourself. The short answer is, an effective personal brand is an excellent marketing tool.

Your personal brand helps you to clearly define your company and its purpose, describe the value you bring to clients, articulate what sets you apart from competitors and helps you to build and sustain a community of loyal clients who will be happy to give you repeat business and refer still more clients to you. A personal brand serves to establish you as a known quantity, familiar and trustworthy, a go-to expert in your field. Those with a respected personal brand have a high perceived value and that attracts clients. Are you ready to explore personal brand building blocks?

Authenticity

Your clients and prospects have no desire to interact with a focus-grouped and sanitized version of who and what you think they want to see. Clients and prospects would like to know you, i.e., the part of you that culturally accepted boundaries would incline you to share. It’s akin to being emotionally available.

It takes some courage. Sometimes it means you’ll take a public stand that may not be universally popular. If you can appropriately define your boundaries (something that also requires courage, along with self-awareness), the practice works for introverts and extroverts.

Visuals

 It will be to your advantage to maintain consistency in how you present your personal brand, to make it easy for you to be recognized. Develop a visual repertoire that represents you well and makes you and your company memorable in the best way. Create a look that epitomizes you and your company and include your branded elements of style in all visuals:

  • A logo that is used consistently in all media placements
  • Your profile photo that is used consistently in all media
  • Consistent cover and background images used in all media
  • Specific colors used in all media
  • Consistent style of dress when your photo is included in all media representations

Story

Your story can be quite simply, what motivated you to go into business as told through the experiences that brought you to where you are now. Storytelling is used as a marketing strategy and your personal brand is an integral component. Be sure to emphasize that it is the quality of your product or service, as well as the attention paid to the needs of clients, that guides your company. Your emphasis on the importance of meeting the needs of clients and exceeding their expectations on every metric is another must-do.

Expertise

Establishing yourself as an expert is the key component of being in business, even if you’re selling popcorn. Your expertise is the foundation of your reputation and the trust that clients, referral sources and prospects have for you. Showcase your expertise through content marketing, public speaking, interviews and direct interactions with colleagues, peers and prospective clients. 

Visibility

Half of life is about just showing up, as some very wise person said many years ago. Along with your regularly updated online presence, remember to seek out opportunities to appear in traditional print media outlets and to make personal appearances. If you are a decent writer, learn to repurpose your blog or newsletter posts by offering selected pieces to the editor of a media outlet that covers your business sector.

Whether IRL or virtually, attend three or four professional or business association meetings each year. It’s thrilling if you’re asked to be a headliner or a panelist, but just being in the crowd presents many advantages. You can network and meet people who you want to know. You might even meet a good prospect or referral source. You’ll grow and strengthen your professional network. You’ll enjoy the experiences.

Value

A key component of building a personal brand is first developing an understanding and awareness of what motivates clients to do business with you and then developing the ability to communicate it clearly and succinctly in your sales pitches and marketing materials. Work on all the ways you can express your value, the why of doing business with you. Maybe you’ll be able to distill your value proposition down to a single sentence that you can use when asked you to describe yourself and your venture. 

Relationships

Who you know and who knows you are important as you spread the good word about your personal brand. Through your relationships you will receive introductions to others and will expand your network and influence. The list of supporters, referral sources and clients that you accumulate will result in testimonials that speak directly to your character. People do business with people they know and like; they do even more business with people they know and trust.

Thanks for reading,

Kim

Image: Anna Wintour, “Nuclear Wintour, ” powerhouse Editor-in-Chief at Vogue Magazine (America) and Global Chief Content Officer at Conde Nast, arrives at the Chanel ready-to-wear collection fashion show in Paris on March 3, 2014.

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5-Star Client Onboarding Leads to Smooth Sailing

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Hallelujah, you’ve just brought in a client, and a good one. You and the team are psyched to start working and prove your bona fides but may I suggest that you slow down and present what might be called a “soft opening” for your new client? While you want to honor deadlines, it’s good business to first give new clients a proper introduction to your company, an opportunity to understand how his/her team and yours will pleasantly and efficiently get the job done.

This first order of business is a powerful move purposed to set the stage for a mutually satisfying working partnership. As it is for so many important goals, when your intention is to develop positive and long-lasting client relationships, it makes sense to begin with the end in mind. When you consider the big picture you’ll realize that an effective client retention strategy actually starts with good onboarding.

Onboarding is a series of choreographed actions that introduce new clients to your company and show them how to access and utilize the value in your products, services and organization—-everything that made them recognize you as The One. Your onboarding program sets the tone for productive client-company relationships, signaling that client expectations will be met and reconfirming that selecting you to do business with was a wise choice. Ideally, the onboarding experience you present will amplify your clients’ trust and confidence in you and your organization, resulting in referrals, recommendations and repeat business.

Onboarding is integral to client retention and limiting client churn, meaning one-and-done assignments. I don’t have to remind you that it costs at least five times the resources— your time and money—- to land a new client than it does to keep those you have. There will always be one-off projects but continually starting at zero and chasing prospects is expensive in terms of time, money and energy.

The top two reasons for client churn are 1) the client doesn’t understand your product; and 2) the client doesn’t know how to obtain the expected value from the product. Your thoughtfully designed and well-presented 5-star onboarding protocols can solve both problems. Here’s how you can greet new clients and start persuading them to become long-time fans and devotees of your organization.

Onboarding building blocks

Along with a welcome email, in which you thank the client for choosing your company over the other potential options and letting the client know how excited you are to work together, a 5-star onboarding recipe can include all or some of the following. Making the client and his/ her team feel confident in and comfortable with you and your team is the onboarding purpose.

  • Video tutorial
  • Live online or in-person product training
  • Follow-up video or phone call to confirm that the client is properly using the product or service purchased and is satisfied with the results and outcomes (and to troubleshoot where necessary)
  • In- person or videoconference meeting to introduce your project team and the client’s team, to discuss roles, milestones, invoicing schedules, reporting updates and the like
  • Company logo swag items and/ or a gift basket delivered to the client

The good news is that your new client already likes and trusts you and believes in your product or service and that’s why the decision to work with your organization was made. Build on these front-loaded advantages by creating an onboarding method that shows clients how to have positive experiences when using your product or service and working with your team. Your onboarding process is a follow-up step of the promises made in your sales talking points.

The onboarding process has lasting benefits for your clients and your business. Onboarding makes clients’ lives easy. It is vital to lowering client acquisition costs, increasing client retention, increasing the average lifetime value of clients and supports business growth.

Thanks for reading,

Kim

Image: Super yacht Saint Nicolas (230′ 4″/ 70.2 m) at the 2018 Cannes Film Festival

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B2B Selling: Virtual or Face2Face?

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Hand-wringing regularly ensues when business owners and their sales teams discuss the subject of B2B selling in the pandemic era of the digital age. Gaining access to prospective customers, especially, has never been more challenging. Work From Home has sharply limited personal contact between buyers and sellers and impeded the development of a mutually beneficial relationship that the standard face2face sales call enables.

I spent about a dozen years selling at a Fortune 100 company and built a 7-figure sales territory by driving around to meet customers and prospects face2face, developing and nurturing relationships and creating business. There’s lots of evidence to prove that the ideal sales call takes place In Real Time. However, there are exceptions. Much depends on the product or service being sold as well as the industry tradition.

Office-based sales reps at one time earned a nice living by using the telephone, the original virtual communication tool, to sell ad placements for magazines and newspapers. Sellers and buyers often developed cozy relationships that over time led to regularly appearing ads and excellent life time customer value for many accounts.

Telephone sales of ad placements in print and online publications continues, but customer lists and revenues have withered. Advertising on social media platforms, especially Facebook and LinkedIn, plus Google, Bing and Yahoo are robust and growing. With the exception of Google, which employs telemarketers to call prospects, email appeals and pop-up ads on the sites are the sales strategies. Other than a record of prior sales, customer knowledge and relationship development have been shunted aside. No one is complaining, so the practice continues.

Despite the new normal sales landscape, every business will eventually need B2B products or services of some sort. The traditional role of the sales professional—sharing anecdotal user experience data, recommending solutions that could potentially deliver the desired result, earning trust and building relationships—-is even more valuable in our prolonged state of uncertainty. The customer and the type of product or service being sold will guide you to the most effective sales approach, face2face or virtual, if you have the luxury of making a choice.

When face2face is best

New customer acquisition is more difficult in the virtual realm, whether telephone or videoconferencing. Many subtleties of voice, body language, or facial expression could be unnoticed by the seller or go unexpressed by the buyer in a medium that some consider to be unnatural or inscrutable.

Whenever possible, arrange a face2face sales meeting with prospects. You want to enable good communication so that the prospective customer will be relaxed enough to tell his/her story—- the problem or goal, the purpose, the deadline, the budget and the decision-maker.

You don’t want clunky technology inadvertently putting up a barrier. There’s just no substitute for the reassuring presence of a friendly, efficient and knowledgeable sales professional to encourage the customer’s confidence and trust in your organization and its products and services.

Especially in complex sales situations, virtual connections alone can’t match the ability of a sales professional on the scene, to draw out of the prospect the kind of full disclosure that puts all the cards on the table and allows for the best solution to be proposed.

When phone calls work


Cross-selling, up-selling, add-ons and renewals can usually be successfully achieved by way of a digital medium, including the phone. Many are weary of videoconferencing and will be relieved to work things out on the telephone.

The WFH environment presents a credible excuse to call customers to initiate a check-in to verify that they’re fully realizing the purpose and value of the solution that’s been purchased. The phone call can also open the door to a cross-selling/ up-selling pitch. Phone follow-up is especially useful when products or services are bought as a subscription (e.g., SaaS) or consumption-based (e.g., cloud services).

Usage by customers is the key to repeat business (and sales revenue growth) and usage is ruled by value. Technology companies have customer success managers who work mostly by phone and videoconferencing to help existing customers maximize the ongoing benefits of their purchase.

Leverage the virtual advantage

B2B sales execs are learning that effective virtual selling requires more than just shifting their usual face2face script to a videoconference or phone call. It’s much easier to make a call than to take a plane and for that obvious reason, virtual meetings make sense for customers located in geographies not easy to reach.

But the real power of virtual selling is realized by leveraging its unique advantages. Consider this—both buyers and sellers can easily pull into a sales meeting key stakeholders and experts from multiple locations—corporate HQ, region office, or WFH. Meetings can be recorded. Participants can quickly look up or verify information and share it on the screen. AI-driven prompts can be activated(e.g., about the preferences of similar customers) to guide the discussion.

Find the balance

Tailoring your product or service talking points to customer needs has always been a cornerstone of successful selling. Now, successful selling also includes tailoring your communication modes (when possible), employing the right mix of face2face and virtual selling, supported with email marketing outreach and online customer self-service, as appropriate.

Making a sale has always required fine-tuning the sales process to match the purpose, experiences, priorities and expectations of buyers. The question is no longer whether online digital tools will overtake traditional selling methods. Now the question is, how can sales professionals best integrate digital technology with traditional sales techniques to create value and trust and generate sales?

Thanks for reading,

Kim

Image: In 2020, Los Angeles filmmaker Jesse Orrall showed how he one-upped a few virtual meetings by creating a pre-recorded image of himself to substitute for his actual presence at the meetings.

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Clubhouse: It’s About Networking

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As you know by now Clubhouse, the newest social media platform, is a live audio-only service that’s accessed through an app and was launched in October 2019. Clubhouse facilitates candid and compelling conversations between smart and interesting people and those conversations are intended for members only and are never recorded.

In keeping with its audio format, Clubhouse operates as an endless series of talk radio interviews (or podcasts, if you prefer) and group meetings that invite members to create virtual audio “rooms” and “clubs.” Clubs function to build communities within the platform—-audience development, in other words. Rooms are where audio chats take place and there are three types: Open, Social and Closed. Chats in the Social and Closed rooms are available only to members of the sponsoring club and Open rooms accept all parties.

Rooms are sometimes hosted by those with a following—thought leaders and opinion-makers, celebrities, venture capitalists, journalists and so on, but regular folks are also able to host a room. Each room offers its own format, an audio happening that may primarily attract devoted listeners or might bring in those who look forward to joining a lively discussion. Room events can be either pre-scheduled or surprise pop-ups. Rooms might hold just a small group, perhaps hosted by someone not well-known, while other rooms are led by marquee name players and draw dozens or even hundreds of listeners.

Clubhouse quickly grew in popularity during the early weeks of the coronavirus shutdown. Initially, the app could be downloaded only on Apple phones and membership could be obtained only by an invitation from a current user. The velvet rope policies proved to be a brilliant marketing tactic. Clubhouse became the darling of the A-list elite. Elon Musk and Mark Zuckerberg were guest speakers. Oprah Winfrey, Mark Cuban, R & B superstar Drake and comedian Chris Rock were said to be members. I first wrote about Clubhouse in February 2021. https://lionessmagazine.com/clubhouse-an-audio-chat-platform-for-beautiful-people/

Clubhouse continues its upward trajectory, especially since Android downloads became possible in May 2021 and invitations to join are no longer needed. According to Quantummarketer.com, there are 10+ million users globally mostly located in the U.S., western Europe, Japan, South Korea and Australia.

Now I’m certain that you find all of this quite fascinating but you may wonder, is this new social media player worth your time? I think yes—-that for B2B service providers and start-up entrepreneurs, Clubhouse has the potential to be useful in your Next Normal networking strategy.

Because interactions are about listening and talking live and IRT, communication is enhanced. Furthermore, the profiles of all room and club participants are available, making the experience feel sort of like a big conference call, where everyone on the phone is vetted and circumstances confer a degree of credibility and trust. At least some people may feel comfortable enough to chance off-line conversations and open the door to building a relationship.

Time must be invested and goals defined, as is true with other marketing activities. Key word searches that describe your goals will help to locate clubs and rooms to visit. Develop a good profile (because it matters) and step in.

Look for room topics that will expose you to recognized experts in your field, to help yourself deepen and expand your knowledge and therefore enhance your credibility. Get the heads-up on developing trends on the horizon in your field. Raise your hand, ask questions and share experiences or insights that are relevant to the discussion. Become a regular, get known and facilitate relationship building. Popular clubs that might appeal to Freelancers and others in business are listed below.

But remember that Clubhouse is not about making sales, but about listening to insightful conversations and contributing to the discussion by sharing your own wisdom. By being an active, friendly, generous participant your networking can take you to any number of paths and can yield many tangible and intangible benefits. You can even choose an appealing topic yourself and host a room every now and again, to work on building a following of your own. You might even find a mentor or be inspired to become one.

Community Club’s main purpose is make Clubhouse a welcoming place for everyone. It’s the best club for growing a Clubhouse community. Members mainly talk about Clubhouse features, support topics and onboarding newbies.

Bitcoin is the biggest club about cryptocurrency on Clubhouse. Some members who are real professionals on Bitcoin, heavy hitters. Visitors will find open, friendly and enlightening conversations about Bitcoin technology, markets, culture and the ecosystem.

Creative Executive Officers is a guide to the business of creativity for artists and entrepreneurs. Topics are mainly about business advice, entrepreneurship and education. 

Future of Work is where to discuss earning a living—entrepreneurship, creator economy, gig economy, freelancing, creatives, startups, venture capital, business, tech, AI, health, wellness, personal development, the hustle and the self-employed.

The Hustler Club “Your daily dose of motivation” is where hard-charging entrepreneurs, hustlers and creatives discuss ideas and have from-the-trenches style conversations.

Marketing Club features conversations about marketing, advertising and making the most of Instagram. Group members are marketers, creators and verified experts. 

Start-up Club is the largest of the clubs and introduces impressive and successful start-up stars who share their secrets. You’ll meet founders, entrepreneurs, angel and VC investors.

Stock Market Moves welcomes experienced, successful stock traders and those who want to become just that.

Tech Talks. is said to not be your normal tech community. It is group for diverse individuals from all walks of life, diverse backgrounds, industries and departments. Their main purpose is bringing together a group of people to talk about the good, the bad, the technical and business side of tech.

Women in Business is the largest women’s club and they are committed to empowering women in all sectors of business. and entrepreneurship.

Happy Thanksgiving and thank you for reading,

Kim

Image: © Keystone-France/Gamma Rapho. Pirate radio hosts on the ship Caroline were rescued and brought to at the police station after the ship ran aground at Frinton-on-Sea, UK on January 20, 1966.

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10 Under $30: Holiday 2021 Client Gifts

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The holidays are knocking on the door and savvy Freelancers know to respond with a client outreach strategy that could generate referrals and repeat business. December is your big chance to demonstrate to clients past and present that you value them and would be happy to work with them again. Before November slips away, create a plan to send holiday cards to clients with whom you’ve done business over the past 4 or 5 years and as well to send a gift to those who’ve been active over the past 12 – 18 months.

Clients will be delighted to hear from you and flattery might get you somewhere! Your thoughtfulness is also a brand-enhancing, relationship-building strategy that sets you apart in the best way and can place you at top-of-mind when clients plan the logistics of future projects.

Start today and search for holiday cards that celebrate “the season” and will be appropriate both for business and for those who do not celebrate a holiday on December 25th. I highly recommend that you send a physical card, unless on your list there are those who work from home and may not receive forwarded mail from the office. You may want to design your own card through Uprinting, the UPSstore, Vista Print, Sir Speedy, or another reliable service.

Re: your client gift list, I suggest that you match billable hours to the amount you spend on the gift; you may choose to gift only those who’ve invoiced $1000 or so. No matter how modest the amount of money you spend, understand that the gift is an investment. Your card and/ or gift communicate to clients that you consider them important and that you are a consummate professional.

Amplify audio

You don’t have to be a video gamer to appreciate the benefits of having a sound bar mounted to a desk top monitor. Whether your client streams music or movies, attends or leads videoconference meetings, or occasionally appears as a podcast or webinar guest, s/he will want to clearly hear and be heard. $24.99 https://www.dell.com/en-us/shop/cyber-acoustics-ca-2890-sound-bar-for-monitor-usb-2-watt/apd/ab768633/monitors-monitor-accessoriesFounder of FY #tabs_section.

Yummy honey

A flight of three two-ounce jars are the perfect introduction to this delicious, premium-grade, raw, artisanal honey. Add a teaspoon or two to a favorite tea. Include a dish on a cheese board spread and surprise guests with a tasty and unexpected condiment. The bees and the antioxidant rich honey that they produce are sourced from hives in Jamaica and other Caribbean islands. $14.99 for the box of three

https://www.ivyees.com/product/ivyees-honey-minis

Umbrella and art

Those who live in America east of the Mississippi River and have been deluged by more than their fair share of rainy days will appreciate an umbrella. This sturdy mini umbrella displays an eye-catching image of Vincent Van Gogh’s iconic painting The Starry Night (1889) and measures 48 inches across. It is auto open & close, includes a matching carrier and is delivered in a gift box. $30.00

https://mfashop.com/fashion/umbrellas

Bath and body basket

Whether your client WFH, has returned to the office, or does some of both, the intense focus required to effectively function in the pandemic business environment can be exhausting. Do your him/her a favor and enable a luxurious bath or shower ritual that promotes relaxation and even a good night’s sleep. This lovely gift basket contains 8 products that are delicately scented with white orchid fragrance and includes a shower gel, bath salts, body lotion and a loofah back scrubber. $27.99

https://lovery.com/collections/20-30/products/white-orchid-spa-bath-and-body-set-in-gold-basket?variant=12601117474870

Wine rack

An elegant, pyramid shaped countertop wine rack that harmonizes with nearly any kitchen or dining room decor. This compact and sturdy wine storage solution holds bottles in the horizontal position and discourages both the collection of wine sediment at the bottom of bottles and dry corks that may crumble when bottles are opened. $20.99

https://www.wayfair.com/kitchen-tabletop/pdp/mind-reader-pyramid-6-bottle-tabletop-wine-bottle-rack-mndr1563.html

Classy note cards

Sometimes the best way to communicate is to go old-school and send a hand-written note. Give your clients the means to gracefully communicate with their own important prospects and clients and they’ll be forever grateful. This elegant, high-quality folded note card features a bold yet classic calligraphic initial embossed in metallic gold ink. The card is made of all-cotton ecru paper and is partnered with a matching striped metallic lined envelope. $26 for 10 cards and matching envelopes

https://www.crane.com/hand-engraved-script-initial-note

Panettone holiday

Celebrating the December holiday in Italy often means indulging in this popular dessert that originated in Milan. The exquisites cake is studded with raisins and candied orange peel and it pairs well with a dollop of whipped cream or a scoop of vanilla gelato (Italian ice cream). Suggest serving a cup of espresso for an afternoon pick-me-up, or aan after-dinner dessert with a glass of vin santo wine. $29.90

https://www.eataly.com/us_en/christmas-holiday-gifts/panettone-pandoro/classic-panettone-26-46-oz

Patchwork scarf

Take the edge off the winter wind with a warm, soft scarf that features a mix of muted pastel colors and a quilt-inspired design. Made of polyester-cotton-acrylic blend of recycled materials, it’s a cruelty-free alternative to cashmere that feels like the real thing.

https://www.uncommongoods.com/product/recycled-patchwork-scarf

Out to lunch

Make lunch time fun whether eaten at the office or on a quiet bench in a pretty park. Your client will be thrilled to grab this stylish and practical little lunch carrier from Kate Spade even if it’s packed with a peanut butter and jelly sandwich on Wonder Bread. A coated linen exterior makes the tote easy to clean. The insulated interior protects the food. The gold top zipper pull is a flirty bow, the finishing touch of a pretty package. $30

https://www.katespade.com/products/out-to-lunch-tote/825466939622.html?

Giving good

GlobalGiving makes it easy and safe to support local projects anywhere in the world, while providing nonprofits with the tools, training and support they need to thrive. Inspiring and enabling your clients to give back may be the best holiday gift.

https://www.globalgiving.org/gifts/?gclid=EAIaIQobChMIsrCjm4WP9AIVNG5vBB1KQgIvEAMYAyAAEgJOGvD_BwE

Thanks for reading,

Kim

Image: Holiday lights at Boothbay Harbor, Maine