NFIB

Improve Results in Service
12/ 20/ 2002

by Vicki Gerson

Besides reducing expenses, increasing sales and profits, and using good overall management practices, there are other steps you can take to improve results in your service-oriented business. Consider some of these suggestions.

Know your craft

Learn all you can by subscribing to trade publications, joining associations, attending seminars and conventions, reading books, and networking with other people in your business.

Be dependable

Don't make promises you can't fulfill. For example, if you have a small public relations firm and you want to sign up a company as a client, don't promise them media coverage in every major paper in their city. You don't know for sure that you can deliver on that promise. What you can promise is that you will contact all the major papers in your city through the various editors and reporters pertinent to their business and try to get media coverage.

Be willing to answer questions

In a service business, customers often ask numerous questions. You and your employees need to be knowledgeable in order to answer these questions. In addition, customers may have a variety of complaints. Be patient. It is important to spend time explaining what you are doing while providing advice. Each customer must feel special.

Take pride in your work

Be proficient at what you do, and act and dress like a professional at all times. Pay attention to conveying the right image for your business.

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