Here’s How You can Differentiate Your Business

by | Sep 21, 2020 | Blog, Tips | 0 comments

This blog has been re-shared from 1-grid 

Positioning your new company in a sought-after market may be a challenge at first, however it is not impossible. When you begin your entrepreneurial journey, you must identify what will set you aside from the rest. 1-grid CEO, Thomas Vollrath and hosting industry expert provides that “through a sustainable differentiating factor, a start-up business can effectively position themselves within a competitive market”. 

The COVID-19 pandemic has challenged businesses, however provided opportunities for them to develop their digital footprint.  Entrepreneur SA contributes that online businesses are the best investment you will make based on scalability, freedom, cost effectiveness and the accessibility to a global market. 

There are a number of differentiating strategies that you may consider when developing your digital presence, namely: 

  • Product: the features; performance; efficacy; durability; reliability; warranty and diversity of the product offering. 
  • Service: the customer journey; delivery and installation; communication; customer training and consulting. 
  • Channels: the focus of channels is how quickly the product or service is provided to the customer. Things such as coverage; expertise and performance are considered. 
  • Relationship: the competence; courtesy; credibility; reliability and responsiveness of the support team
  • Reputation: the image that you wish to convey. Perception and Advertising communications should be considered here
  • Price: adjusting your pricing strategy to suit a particular customer segment or to exhibit your brands quality 

Vollrath states, “within the hosting industry, customer service as a means of differentiation, is essential”. Based off of our experience at 1-grid, we have put together a few tips on how you can differentiate yourself through offering exceptional customer service:

 

UNDERSTAND WHO THE CUSTOMER IS

In order to provide solutions to your customers, you need to understand them and their businesses. Take the time to learn about the business, the industry and the query. Once you understand this you can assist the customer as if you were an employee of their own.

ASK QUESTIONS

Never assume that a customer’s business is the same. Ensure that you ask questions that direct the conversation. This will ensure that you have all the information you require to effectively assist the customer. 

OWN THE CONVERSATION

Provide your staff with the knowledge and tools to best assist a customer. The conversation should only be re-directed to another staff member if the customer query is relevant to a different department. Be courageous and ask questions, your customers will appreciate this.

CLOSE THE LOOSE ENDS

If you have reached out to a customer, ensure that you have assisted them until their query is resolved. This creates further ownership and provides you with rapport.  Customers prefer dealing with one agent as opposed to multiple. 

EDUCATE THE CUSTOMER

Guide your customer along the journey. The reason they are calling you is for assistance at the end of the day. Provide them with access to resources such as a knowledge base, where they can turn to if they want to do their own reading. 

Mistakes and their successes 

We are all human, and mistakes may be made. Customers won’t judge you on the mistake that you have made but rather how you handle it. Mistakes teach you important lessons, but remember that you should avoid repeating these in future and work on the areas that require improvement.

 

The pandemic has proven challenging to many businesses, but not only in a negative sense. Many businesses have been challenged to grow their businesses in directions that were not previously imagined, these changes have enabled businesses to realize their potential and for others it has provided opportunities to start their own businesses. 

Although times are trying, businesses can utilise a differentiating factor to effectively position themselves within a competitive market. Grab a pen and paper and start writing down your challenges and where you think you currently differentiate yourself and where you would like to differentiate yourself, the next step is to execute it!  

This blog is re-shared from the 1-grid blog, for original content piece click here

0 Comments

Submit a Comment

Your email address will not be published. Required fields are marked *

Here’s How You can Differentiate Your Business

by | Sep 21, 2020 | Blog, Tips | 0 comments

For many years now, the Millennial workforce has been consistently changing the way we work in more ways than one. As noted by NBC News, aside from raising awareness over various topics such as employee and workplace well-being, work-life balance, and flexibility, this new generation of professionals has also made it the norm for managers and company leaders to provide a steady flow of feedback.

  

This reality has eventually led to the emergence of hundreds of millions of resources on the different ways to give effective feedback. Unfortunately, the same cannot be said about being on the other end: there just isn't enough information out there on how to receive feedback well. That being said, here are six tips that can help you get the most out of all the feedback you receive:

1. Handle your emotions offline 

We can't help it if certain comments make us feel certain ways -- we're only human after all. However, your emotional response is yours and yours alone to deal with. To ensure that you are capable of addressing every piece of the feedback with determination and an open mind, get negative emotional reactions out of your system through simple breathing exercises.
An article by Pain-Free Working explained how exercises like deep breathing, the 4-7-8 breathing technique, and the lion’s breath technique can help release tension in the head, promote relaxation and improve your mood in just a few minutes.

2. Identify good intentions 

Taking in criticism or feedback can be hard -- no matter how meaningful, constructive or true it may be. However, it is something you must overcome in order to become better at receiving feedback. Again, you have to remember that the person giving you an evaluation isn’t out to get you and intentionally hurt your feelings. They are there with the intention to help you see points of improvement.

3. Actively listen

Whether you are listening to a talk or participating in a class, the only foolproof way to learn as much as you can is by listening actively. This undeniable truth also applies when taking in feedback. When the other person is sharing his or her feedback with you, make sure to listen closely. Let the person share their complete evaluation, without interruption. Avoid analysing or questioning each and every comment, and instead, focus on trying to understand what the other person means and the perspective they are coming from. Once they are done, The Muse suggests repeating back the comment to ensure that you got everything right.

 4. ASK QUESTIONS

In addition to repeating the other person’s comments, it would also be in your best interest to ask questions if there are parts that you weren’t able to fully grasp. Asking questions will not only show how willing you are when it comes to understanding their assessment. This simple act can also help you have more clarity, get to the root of the issues raised and have access to some possible solutions for addressing said issues.

5. Learn from each feedback

Even if the feedback you’ve received is unfavourable, there is surely still something you can learn from it. Just like how you would try to ‘Overcome Failure’, ask yourself why you got such commentary. Then, use that knowledge to further improve your work and to ensure that the next feedback you’d get will be much better.

6. CIRCLE BACK

As the old saying goes, actions speak louder than words. With that in mind, after making sense of the feedback you've received, make sure to work on the items mentioned and issues raised. It would also be a good idea to circle back with them to see how things are going from their perspective. Doing so will not only strengthen your relationship with them, but also provide you with an opportunity to get more feedback.

Feedback can be thought of as two-way streets. Meaning to say, in order for it to be as effective as it can be, the giver should know how to offer meaningful comments while the receiver should know how to receive assessments well.

0 Comments

Submit a Comment

Your email address will not be published. Required fields are marked *