Happy New Year first of all, and I trust that you are looking forward to an awesomely productive 2009.

Well, of course we are Paul - it’s just that business confidence remains soft and consumer spending is tight and, well, you don’t really understand what I’m going through as a small-to-medium-sized business owner.

If that’s how you are thinking you are setting yourself up for a mediocre year at best.

Over the Christmas/New Year period I have constantly seen examples of where business owners or their staff have sabotaged their business in one way or another.

What do you mean Paul?  Well, I don’t mean that they have deliberately damaged or stolen property, but they might as well have done so because the bottom line of their ineptitude, incompetence, disinterest or lack of professionalism has cost those businesses hundreds and even thousands of dollars in sales.

Some real life examples observed or relayed to me include:

• Hospital administration staff frustrated in attempts to obtain a written quote from various suppliers to obtain a fridge and a sound system. She could not get anyone to return her calls or provide a written quote even though she had a purchase order number and was ready to do business immediately.

• Restaurant staff ignored some patrons for 20 minutes before they finally went and enquired about placing an order.

• Ladies fashion boutique staff member did not acknowledge in anyway several prospective patrons who entered their shop.

• Non-responsiveness of various trades people to return calls from genuine customers seeking assistance over the festive season (one contact in particular relayed the story about how they could not get an air-conditioning mechanic to come and service their ducted system late December 2008 through mid- January 2009 and not even a return call to book a service call).

And the list could go on …

I am sure if you reflect back over your business and / or consumer shopping experience during the festive season you would have some great stories – good and bad -  to tell. Please do share, I like receiving stories, which you can send to stories@rightteam.com.au)

How do you feel when you experience a less than stellar response from a business?

Well, most of us are like the rest of us, and it’s fair to say that when this happens we are less than happy and likely do not complete the purchase or do so almost grudgingly (since we need the item) then promptly tell lots of others about our lack lustre experience over the weekend BBQ, or the meal break at work etc.

Therefore it would be smart to ensure that your business puts its best foot forward with your customers – don’t you think?

Therefore as you enter this New Year I strongly suggest that you have a closer look at your business from a “customer’s perspective”. 

What do you see? It will be revealing I promise. 

Consider the following thought provoking questions to get your creative juices flowing:

What does your business look like aesthetically from the outside? Attractive and professional? Or untidy and not well cared for?

When customers enter your business is it a welcoming and memorable (for all the right reasons) experience?  If not how can you make it so?

How does your business set yourself apart from your competitors in your industry?  Or are you just another ‘me too’ type of business?

How will you leverage off your competitive advantage in 2009? (This presumes you know what your competitive advantage is!)

I have said it before in prior articles over the years, and it’s a lesson that business owners disregard at their peril; your customers will prejudge your business even before they set foot inside the front door of your premises. 

It is in your interest that you are conveying messages that are congruent with your business – otherwise you risk some potential customers walking / driving right on by and not even coming in the door.

Now that would be tragic given all the effort that you go to to acquire them in the first place – wouldn’t it?

New trend crossing the world

Now, for something completely different.

There is no doubt that more and more of us are doing business (whether B2B or consumer related) online, providing us all with greater convenience, savings and in some cases some fun and excitement.

A new trend that is currently sweeping the world is that of auction and shopping entertainment a.k.a. social competitive interaction and skilled based games.  This is attracting tens and even hundreds of thousands of people world-wide as they seek to play, bid, win, have fun and get a fantastic deal 24/7. 

Not heard about this trend – want to check out what all the fuss is about?

You never know, you my be able to secure a great deal and, in the case of a favourite of mine www.zapauctiondeals.com you could even make some money to help pay off the credit card bills that will shortly fall due. 

www.swoopo.com
www.auctions4acause.com
www.bidz.com

Go on, have a look, but be warned - don’t go there if you don’t want to have the opportunity to get serious deals on hot and in-demand brand name new products.