3 Steps to Becoming a Trusted, Customer-Focused Business

Where has the customer service gone people ask....maybe department stores can ignore the importance of customer service these days but "service related" industry's simply CAN NOT afford to allow their clients to believe they are not special, unique and cared about. Your clients are your number ONE marketing and networking tool. Seriously folks! If you have a happy client they are going to spread the word about how wonderful, compassionate and caring you are...have a client who is disgruntled, unsatisfied and ignored will cost you more than money when THEY start telling their story! Customers need to know that you care...that they mean something to you other then a pay check. Treat them as you would like to be treated and watch your business grow!

Sharon
http://lamotheservices.com

Times Are Tough. Do Your Customers Know You Care?


3 Steps to Becoming a Trusted, Customer-Focused Business
by Larry Streeter, Constant Contact Vice President, Customer Support

Here in the Constant Contact Customer Support center, we have the benefit of connecting with our users every day -- either by phone, through live chat, or via email. We've been listening carefully to what they're saying about how the economy is impacting their businesses and their lives. And you know what? We've learned something very interesting and extremely valuable to any business or organization:

A down economy is the best time to connect with your customers.

Consumers are seeking trusted business sources to hear their concerns and provide them with options. Customers want your ear and your empathy. They want to be heard and acknowledged. They need to know that you understand and care about what they're going through -- even if they're not buying from you at this point in time.

It comes down to this: You may have the best product or service out there, but that alone won't guarantee your success if you haven't built loyal bonds with your customers. As we've often said, your existing customers are your best customers. They will thank you with their repeat business and send you business referrals. And they will think of you when they're ready to buy -- in good times and in bad. But customer loyalty must be earned.

Unlike big business, small organizations are uniquely able to cater to customer needs and earn their loyalty. How do you do that? By being 100% customer focused every day, with every interaction, in every aspect of your business. Here are three ways simple ways you can earn their loyalty by focusing on super-serving your customers.

1. Be Passionate About Your Customers
Being passionate about your customers starts with listening to and hearing their concerns. Make sure you always understand what the customer is saying or asking. Educate them on the value of the products and services you provide, and offer them solutions based on what they need. Passion means proving to customers you are vested in their success.

Passion also means being accessible, accountable, and HONEST. If there's a problem, don't gloss over it. Own it. And don't quit until you make it right. Saying, "I'm sorry, let's work this out" goes a long way toward earning your customer's gratitude and return business. Get on the phone or send an email and make that personal connection.

2. Use Every Interaction as an Opportunity to Build a Relationship
Consumers today are feeling beat up and shrugged off by the sorry state of some big-business customer service. Customers desire connection.

We have a mantra here: "Leave no customer unsatisfied." We give every customer our utmost respect and complete attention. This applies to all our users -- whether they are a current customer or have just signed up for a free trial. We make sure that with every interaction with our support team, that the caller is completely satisfied. And we take a lot of pride in that.

Every interaction -- be it over the phone, in an email, or across the counter -- is an opportunity to deepen your bond with your customer. Make sure all your employees share your commitment to your customers' success.

3. Learn What's Important to Customers and Deliver It

The businesses that are going to survive this economy unscathed are the ones who are listening to their customers and adapting their businesses based on customer feedback. By letting your customers know that you are not only interested in their feedback -- but you are willing to act on it -- you can build stronger customer relationships and earn your customers' loyalty.

Extend invitations for customers to give you feedback at every opportunity. If you have a physical store, put a suggestion box at the counter -- alongside your email sign-up list.

Include an open-ended question at the end of every email marketing communication asking, "How are we doing? What could we do better?"

Survey your customers to find out what they want and need right now. Ask them, if they're not buying from you now, why not? What would it take to get their business back? Report on that feedback to your mailing list in your future email marketing communications.

Write a Question-and-Answer column in your email newsletter inviting customers to sound off and tell you what's on their minds. Offer free advice. Use customer feedback to inform your email marketing content and drive your campaigns.

The economy may be turbulent for some time. The good news is, building loyal customer bonds is an investment in your business's future. Because when the dust clears and the economy picks up again, loyal customers are more apt to come back to a trusted source with whom they've done business before. But that's true only if they believe you're focused not on what you want to sell them, but on what they need. Today that might just be a good ear that shows you care.

Transitions: You Are Not Alone! Let LaMothe Services Help Answer Your Most Pressing Business Related Questions!

Are you going through a transition? I have to admit that I am going through a bit of a transition myself! My website(s) are in the middle of a redesign, I will soon have some new,  time saving, applications in place and I'm learning something new every day, one being that the only one who can set limits for me is....me! And the same goes for you, my friends!

What are your most pressing business questions? Please share them in the comments or contact me through any of the social media listed below. I will take each one and write a blog post and do my best to answer your question or reflect on your comment. 

You can always e-mail me at: Sharon@LaMotheServices.com
I invite you all to add me to your LinkedIN connections: https://www.linkedin.com/in/lamotheservices
I also invite you to friend me on Facebook https://www.facebook.com/SharonLaMothe
Let's not forget about Pinterest https://www.pinterest.com/lamotheservices
and then there's twitter https://twitter.com/SharonLaMothe 

I look forward to hearing from you!

Sharon LaMothe

Getting Out From Behind Your Computer; In Person Networking!

So today I want to share with you some tips to networking in person! So often we are stuck behind a computer screen or the phone and not really interacting with people in person (missing out on that all important body language anyone?). That can make you feel isolated if you don't make it a point to get out and actually shake hands and look someone, anyone, in the eyes!

Here we go! If you have anything to add please share in the comments!

Radiate Confidence 

Even if you are shy or nervous, keep your poise and have a confident attitude as you walk into any meeting or conference. This will attract others. As you do so, you need to be prepared to carry on an intelligent discussion.

Study what is going to be discussed during the meeting. When people understand that you are serious about participating in the discussions in a meaningful and useful way, they will respect you and seek you out.

Do Not Dismiss Small Talk

 
Small talk is a vital part of business communications. By making small talk, you will make other people feel comfortable in your presence, and also slowly build up a level of trust with them.

You can start your sales ‘pitch’ after you have come to know something about the likes and dislikes of the other person. Serious discussions and negotiations will eventually be conducted, but small talk has its place in interactions between business people.

Observe the Other Person

When you are talking with other people, observe their reactions and their body language. You might find that a particular person is more interested in hearing details about you and your small business. You can then focus on that person, since you will have already captured their interest.

This strategy will save you from wasting time on people who are not interested in your company or your products. Limit the amount of time you spend trying to convince someone, before you move on to the next group or person.

Wasting your time on someone who is clearly not interested in what you have to offer will only leave you with less time to converse with others.

Keep Your Business Card Ready

You should not give your business card to each and every person, but you should give it to anyone who displays even the slightest potential of becoming a customer.

Follow-Up Is Important, Too

Call, email, or fax the people you’ve had a good interaction with during your meeting. This will indicate to the other person that you enjoyed meeting him or her, and that you are now interested in conducting serious business.

Nothing Ventured, Nothing Gained

Do not be afraid of what the other person might think about you. You can expect to have a few misses before you find an approach that works. Until then, keep on trying and attend as many networking events as you possibly can so that you can meet a wide variety of people. A few setbacks should not stop you from meeting new and interesting people that can help advance your business goals.

Use the above tips to better networking, and you will turn into a networking specialist in no time. In addition to getting increased business, you might also make some new friends - and it is this combination that makes networking fun and profitable.

What do you that makes you feel special or confident when getting ready to attend a business function or meeting? Please do share! I would love to hear from you. Feel free to email me at Sharon@LaMotheServices.com! Take me up on the Free 40 minute consult. You never know what will come out of talking to someone else about your goals. 

Customer Service: How To Work With Your Customers to Take Your Business to the Next Level

Let's chat about costumer service. Where has the customer service gone people ask....maybe department stores can ignore the importance of customer service these days but "service related" industry's simply CAN NOT afford to allow their clients to believe they are not special, unique and cared about. Your clients are your number ONE marketing and networking tool. If you have a happy client they are going to spread the word about how wonderful, compassionate and caring you are...have a client who is disgruntled, unsatisfied and ignored will cost you more then money when THEY start telling their story! Customers need to know that you care...that they mean something to you other then a paid invoice. Treat them as you would like to be treated and watch your business grow!

It comes down to this: You may have the best product or service out there, but that alone won't guarantee your success if you haven't built loyal bonds with your customers. As I've already said, your existing customers are your best customers. They will thank you with their repeat business and send you business referrals. And they will think of you when they're ready to buy -- in good times and in bad. But customer loyalty must be earned.

Unlike big business, small organizations are uniquely able to cater to customer needs and earn their loyalty. How do you do that? By being 100% customer focused every day, with every interaction, in every aspect of your business. What are the best ways to show that you care about your customers/clients? Here are a few suggestions:

~Extend invitations for customers to give you feedback at every opportunity. If you have a physical store, put a suggestion box at the counter -- alongside your email sign-up list.

~Include an open-ended question at the end of every email marketing communication asking, "How are we doing? What could we do better?"

~Survey your customers to find out what they want and need right now. Ask them, if they're not buying from you now, why not? What would it take to get their business back? Report on that feedback to your mailing list in your future email marketing communications.

~Write a Question-and-Answer column in your blog inviting customers to sound off and tell you what's on their minds. Offer free advice. Use customer feedback to inform your email marketing content and drive your campaigns.

What are you currently doing to show your customers how much you care about their business? Please share with the rest of us in the comments below!

If you have any comments I would sure like to hear from you! Feel free to PM me or email me at Sharon@LaMotheServices.com or visit www.LaMotheServices.com.

Blogging Tips, Ideas and Simple Topics

Hello and welcome again! Have you done anything to promote your business this week? Because I am on social media everyday for my clients I, of course, spend time working on my own online presence.

I also blog.... I spend quite a bit of time blogging for others. Usually I write 4 blog posts at a time and my clients either schedule them on their own blogs or have me post them directly to their sites. Either way, I enjoy writing on a multitude of topics.  Of course I am also promoting what ever services or products my clients tell me are on special for that month. But that can't be the only thing your blog is about. You need to have a variety to keep people coming back and interested.

At times small business owners are stumped as to what to write about. So here is a short list of possible simple topics to get you started. You will quickly notice that many of these posts can be written in a few minutes.

Meet one of our employees 

Meet one of our customers 

Here’s an upcoming event you might be interested in. 

A quick tip 

One of our clients sent us this photo 

Something I read that you might find useful 

A couple of websites that can be helpful 

An industry trend we see developing 

Why did we start this company. 

What it is like to work for our company 

Something we are doing to support our community 

How our business was founded 

We had a client ask us this yesterday 

A new service we are offering 

A new product available 

How we make the ordering process simple for you. 

Meet our customer support team 

Find us on Facebook, LinkedIN, Pinterest, Twitter etc

Visit us at ________event

Sign up for our newsletter

In the News

Quote of the day

In the comments please share some of the blog tips/ideas you are currently using. If you simply don't have a blog or don't like writing, you can always contact me at www.LaMotheServices.com or email me to set up your own free 40 minute consultation!

CONFESSION--I spend so much time blogging for others my own blog is a little behind...like 2018 behind...I'm trying to make up for that now! 

Social Networking is Great for Your Business!

Today I am going to share with you one of my most popular services: Social Networking. If you hate spending time on Facebook or Twitter then I can help! Especially if you just KNOW that the more you put yourself out there, the more exposure you and your business can get, the better!

Social Networking is the fastest and easiest way to stay in touch with colleagues, co-workers, industry professionals, family, and friends. But learning how to navigate a site by yourself can be frustrating especially if you would rather be spending time doing other things. Networking in any form is a great way to keep your business in the forefront of everyone's mind and lead you to a better position in your industry or field.

Package #1 includes:

Facebook~LinkedIN~Twitter~etc.

Setting up your social networking site with your e-mail and contact information

Posting your bio and other relevant information

Feed your blog to your networking site if possible

Showing you how to invite friends from your address book to your site

Teaching you how to navigate the site easily and quickly

Package #2 includes:

(paid monthly)

Everything in Package #1 and

Maintenance of your social networking sites

Posting on your sites 2/3 times per week

Networking with other relevant groups on your site

Keeping you informed of events posted on your sites

I believe most here have already set up all of your online social networking sites but if not, I am here to help. The posting, however, is what often takes up the most time.

I just want to say that it's ok to post a meme or a quote or something personal once in a while. It shakes things up and will allow your readers to get to know the personal you!

What types of information do you post on your social networking sites? Please share your ideas in the comments. Local events? Specials? Memes? Personal photos? Your blog? (Do you have a blog? I think I will write about that next!)

Getting Motivated! What does it take?

Who else finds winter so UN-MOTIVATING? There are days when it's so dark and dreary it's hard to stay focused on what you need to do vs what you might want to do (stay in bed, book a trip to Hawaii, or just binge watch Netflix). That's one great reason to hire a business consultant. Someone to be accountable to. Someone who helps you stay on track. Someone who wants you to reach your goals as much as you do!

Here are a few more reasons to invest in a business consultant:

• Do you have new projects that are under consideration?
• Are you currently working with business clients that are difficult or complicated
• Are you exploring options for additional services
• Do you need advice regarding best business practices
• Do you need marketing solutions
• Are you interested in brainstorming and idea generation sessions

The reality is that NOW is the best time to get your business running as smoothly as possible. To have a plan in place, one that will hopefully will give you more PERSONAL time when the weather gets better and the sun is finally shining! 

I invite you to visit my website for a list of services that I offer at www.LaMotheServices.com I do have a free 40 minute consultation so that you have time to share with me what your greatest concerns are and what type of help you might need before you even consider purchasing a consulting package. Let's talk! What do you have to lose?

In the comments, what motivates you to being an entrepreneur? Is it the flexible hours? Is it because you are doing something you love? Is it because you have always wanted to be your own boss? Or is it something else? Please share!

Update on SB6037, the Washington State Uniform Parentage Bill on Compensated Surrogacy Arrangements

SB6037 has now been heard in the WA House and will be voted on next week with no real wrinkles that I am aware of. With the testimony of Jennifer Tammen (Former IP), Jon Tammen (17 year old son born via surrogacy in CA) and Melissa Flaherty (The wonderful CA Gestational Carrier for the Tammen's who has now testified twice this year in favor of our surrogacy bill), are among the many who have offered both the senate and the house their support of SB6037 and have encouraged the members to think of those suffering from infertility here in WA state and how much of an emotional and financial burden it is to be so far apart during the surrogacy process. 

Jon Tammen and Melissa Flaherty in Olympia 2018

Below is the Brief Summary of Engrossed Substitute Bill. I will be sure to post more about Bill SB6037 as it goes for a vote next week!
Surrogacy Agreements.
New provisions are established governing both gestational surrogacy agreements and genetic
surrogacy agreements. A gestational surrogate is a woman who agrees to become pregnant
through assisted reproduction using gametes that are not her own, while a genetic surrogate is a
woman who agrees to become pregnant through assisted reproduction using her own gamete.

In order to act as a surrogate, a woman must:
*be at least 21 years of age;
*have previously given birth to at least one child but not enter into more than two
surrogacy agreements that result in the birth of a child;
*complete a medical evaluation and mental health consultation; and
*have independent legal representation of her choice throughout the surrogacy
arrangement.

Each intended parent under a surrogacy agreement must be at least 21 years of age, complete a
medical evaluation and mental health consultation, and have independent legal representation
throughout the surrogacy arrangement.

House Bill Analysis - 5 - ESSB 6037
A surrogacy agreement must comply with the following requirements:
*at least one party must be a resident of the state, or at least one medical evaluation or
procedure or mental health consultation must occur in the state;
*the agreement must be in a record, signed by each party, and attested by a notarial officer
or witnessed;
*counsel for the woman acting as a surrogate and the intended parent or parents must be
identified in the surrogacy agreement;
*the intended parents must pay for legal representation for the woman acting as a
surrogate; and
*the agreement must be executed before the occurrence of a medical procedure related to
the agreement.

A surrogacy agreement must also comply with other requirements, including that: each intended
parent immediately upon birth will be the parents of the child and assume financial responsibility
for the child, regardless of the number of children born or the gender or mental or physical
condition of each child; and the woman acting as a surrogate must be permitted to make all
health and welfare decisions regarding herself and the pregnancy. A surrogacy agreement may
provide for payment of consideration, reasonable expenses, and reimbursement of expenses if the
agreement is terminated.

Genetic surrogacy agreements must be validated by the superior court in a proceeding
commenced before the assisted reproduction. A party may terminate a surrogacy agreement at
any time before a gamete or embryo transfer. Under a genetic surrogacy agreement, the woman
acting as a surrogate may withdraw consent to the agreement at any time before 48 hours after
the birth of the child by providing each intended parent with notice. A woman acting as a
surrogate is not liable for a penalty or liquidated damages for terminating the agreement except
in a case involving fraud.

Upon birth of a child under a gestational surrogacy agreement, each intended parent is by
operation of law a parent of the child and neither the woman acting as a surrogate nor her spouse
or former spouse is a parent of the child. Each intended parent under a court-validated genetic
surrogacy agreement is a parent of a child conceived under the agreement.

Where an intended parent dies before the gamete or embryo transfer, the intended parent is not a
parent of the child unless the agreement provides otherwise and the transfer occurs not later than
36 months after the death of the intended parent or the birth occurs not later than 45 months after
the death of the intended parent.

A party may institute a proceeding for an order or judgment regarding parentage under a
surrogacy agreement. Provisions are established governing the effect and enforceability of
surrogacy agreements, including the effect of nonvalidated genetic surrogacy agreements and
remedies available for breach of an agreement. Unless otherwise ordered by a court, a petition
and other documents related to a surrogacy agreement are not open to inspection except by the
parties to the proceeding, a child conceived by assisted reproduction under the agreement, their
attorneys, and the State Registrar for Vital Statistics.

Information About Donor. More specific standards are established regarding the requirement for
a gamete bank or fertility clinic to collect and maintain records of a donor's identifying
House Bill Analysis - 6 - ESSB 6037
Information and medical history. A gamete bank or fertility clinic must obtain a declaration from
the donor regarding whether or not the donor agrees to disclose the donor's identity to a child
conceived with the donor's gametes once the child turns 18 years of age. Upon request, a gamete
bank or fertility clinic must make a good faith effort to provide a child conceived by assisted
reproduction access to nonidentifying medical history of the donor and identifying information
of the donor unless the donor signed a declaration stating that the donor does not agree to
disclosure of identifying information.

Other Provisions. The act applies to a pending proceeding to adjudicate parentage commenced
before the effective date of the act for an issue on which a judgment has not been entered.
Regulations are established governing a surrogacy broker that arranges or facilitates surrogacy
transactions if: the surrogacy broker does business in Washington; a surrogate who is a party to a
surrogacy agreement resides in Washington during the term of the agreement; or any medical
procedures under the agreement are performed in Washington.


Appropriation: None.
Fiscal Note: Requested on February 14, 2018.
Effective Date: The bill takes effect on January 1, 2019.

New Hope for Compensated Surrogacy in Washington State; SB 6037

I traveled to Olympia this week to support the new SB 6037 Uniform Parentage Action Bill.  I was told that within the next week or so we will know if it moves on. There are several parts to this bill but the biggest hitch is the surrogacy portion. Most of us feel that this will be the best law regarding surrogacy in the USA. I invite you all to read it yourself and comment here, PM me on Facebook or email me as I would love to hear your thoughts. NEW SECTION. Sec. 702. ELIGIBILITY TO ENTER GESTATIONAL OR GENETIC SURROGACY AGREEMENT. http://lawfilesext.leg.wa.gov/.../Senate%20Bills/6037.pdf 
I hope to be testifying when the bill reaches the House. I will keep you all posted. This will mean some big changes for WA state! The entire state would be open to new possibilities in the realm of Third Party Family Building!

Business Coaching for Surrogacy Related Companies

Do you feel overwhelmed with some aspects of your business? Are you a sole owner and need occasional support? Or are you dealing with a new problem that you have never encountered before? It may be time to ask for help! Sharon LaMothe has been working in the field of surrogacy for over 18 years and she can help you navigate through any problem or situation you may have. If she doesn't have the tools needed to help you solve your situation she can refer you to a professional who can. 

This service is aimed at professionals who:

• Have new projects that are under consideration

• Working with business clients that are difficult or complicated

• Are exploring options for additional services

• Need advice regarding best business practices

• Want recruiting advice 

• Need marketing solutions

• Interested in brainstorming and idea generation sessions

• Packages can be purchased in 10 or 20 hour increments. 

Please call 727-458-8333 for details. The first 40 minute consultation is free.