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How to Retain Customers

Every week as SmallBizLady, I conduct interviews with experts on my Twitter talk show #SmallBizChat. The show takes place every Wednesday on Twitter from 8-9 pm ET.  This is excerpted from my recent interview with Shari Levitin is an internationally known sales strategist, writer, speaker, entrepreneur, and author of Heart and Sell: 10 Universal Truths Every Salesperson Needs to Know.  For more info: SmallBizlady:  What’s the Biggest Challenge for Business Owners in the coming Years? Shari Levitin:  Grabbing, Holding and Keeping the Customer’s attention. Neuroscientists tell us we’ve created five times as much content in the last five years than in all of human history. Sorting through this avalanche of information, trying to figure out what you need to know and deciding what you can ignore is exhausting. And it’s the same for your customers. How do we engage today’s information-rich, tech-savvy, distracted customers? SmallBizlady:  So What is the Best Advice for Doing this? Shari Levitin:  You need to have a sales process that’s based on how customer’s actually buy. And surprisingly, that process must do everything technology can’t do. Today’s customer’s need a relationship with someone who asks questions rather than makes declarations, who listens more than they talk, and who creates value in every interaction whether digital or in-person. SmallBizlady:  Why is an Actual Sales Process So Important for Business Owners and Entrepreneurs? Shari Levitin:  That’s a great question.  Pilots run through preflight checklists. Free-throw shooters develop rituals to help them hit the same shot time and again. Bakers adhere to time-tested recipes. So why should it be different in sales?  Highly successful salespeople have a process they follow, and they follow that process every time. It may sound counterintuitive, but structure creates the freedom to act authentically and to create true connection.  SmallBizlady:  What are the Challenges when we Don’t have a Process? Shari Levitin:  Without structure, salespeople fall victim to their emotions, external dramas, and whims. You’re tired from a big night out, so you say, “I’ll skip that warm up step just this once.” Process keeps you on track, freeing you up to listen and…

Who’s on #Smallbizchat June 2018

#Smallbizchat is a weekly conversation where small business owners can get answers to their questions. The focus of #Smallbizchat is to end small business failure by helping participants succeed as your own boss.   Please join us live on Twitter every Wednesday 8-9 pm ET. Here’s how: follow @SmallBizChat on Twitter and follow the hashtag #Smallbizchat and click here for directions to join the weekly conversation.   In June, we will be talking about conflict, branding, and customer retention.  Also, join us on June 20th, we will host #Smallbizchat LIVE on Twitter, Facebook, and YouTube, where we will be talking about, human resources, business perseverance, and sales. Here is a list of who is on #Smallbizchat in June. June 6th – How to Avoid Confrontation and Manage Conflict, @drsusanharrison Dr. Susan Harrison is an award-winning thought leader, change agent, speaker, trainer, and author. She speaks and writes about stress management, leadership, personality styles and assertiveness.  Learn more at   June 13th – How to Avoid a Brand Disaster, @deb_sol Deb Gabor is the CEO of Sol Marketing, brand expert, and investor pitch whisperer.  She is the author of Branding Is Sex and assist clients in increasing revenue at her 8 Hour Brand workshops. Learn more at   June 20th – SmallBizChat Live How to Develop an HR Process for your Small Business, @ogingacarr Oginga Carr is an author, organizational structure expert, and consultant. His passion is in the dynamic of change; dealing with it, working through it, and preparing for it. Find out more at     How to Persevere in Business, @TwylaGarrett Twyla Garrett is the owner of IME and the author of “Homeland Security; A Comprehensive Guide for All.” Twyla is also known as “FedBizLady” and her Twitter account and personal blog are both listed as #49 in the Official Guide for Social Media & Homeland Security’s Top 100 list. Checkout Twyla’s new book, “My Mother’s Words,” at How Prequalifying Customers is Key to Small Business Sales Success, @SellingAgency Shawn Karol Sandy founded The Selling Agency to work with hungry Sales Teams and Scaling Businesses to help them deeply differentiate their offers and sales strategies. Author of the BADASS…

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