Bud Bilanich | The Common Sense Guy

Customer Service

As you know, I believe that successful businesses thrive on customer service.  Recently, I had a customer experience so egregious that I feel compelled to post about it here. 

Some background – I had enlisted the support of an internet marketing consultatn to help me move some of my business on line.  I paid an up front fee.  As I began working with this person, I realized that I had made a mistake.  I tried to exit the relationship early on, but he suggested I hang in there.  I did, and realized my first impression was a mistake.

Recently, I decided to terminate the relationship.  I sent him an e mail informing him that I wanted to terminate our relationship.  I spent a lot of time composing the e mail I sent him.  I tried to be as polite and affirming as possible.  I didn’t want to get into the recrimination game.  That’s why I am not mentioning his name in this post. 

Here is the e mail I sent.

How to Build A Web Site That Sells

I subscribe to Andy O’Bryan’s newsletter.  He helps coaches build their practice.  His post on September 7 was called A Five Step Checklist for Your Website.  Andy really nailed this one.  He presented five great common sense tips for building any website.  I like them so much, I am presenting them here.  Any entrepreneur can benefit from learning and applying these five steps.

5 Step Checklist for Your Website

Take a look at your website and make sure it has these items.  If it doesn't then you're missing out on some potential clients:

1. Opt-in form for a newsletter, report or other way to build your database.
2. A compelling, attention grabbing and persuasive headline (not just "welcome to my website").
3. A call to action -- it's your job to guide people through your web presentation, and not just to tell them how to contact you but to actually instruct them to take that step and do it!  If you don't do this they will just click away, because that's the easiest action they can take.
4. A strong message that you are the solution to their problem--your target market is looking for answers and you have them--but are you telling them this?
5. Keep it simple:  don't make it a confusing chore to figure out where to go next or what to read on your website.  You are their tour guide, so make them feel welcome and at home.

I particularly like number 3.  It makes the point that every salespersons knows – you have to ask for the business.  Don’t be bashful about using your web site to sell.  A call to action will help you close more business.  I am in the process of redesigning all of my sites to add a strong call to action.  I’ll let you know when the redesign is done.  Meanwhile, here’s a call to action.  If you’re looking for a speaker, go to www.CommonSenseKeynotes.com.  If you’re in need of an executive coach, go to www.CommonSenseCoach.com. 

That’s it for today.  Thanks for reading.  Log on to my website www.BudBilanich.com for more common sense.  Check out my other blog: www.SuccessCommonSense.com for common sense advice on becoming the career and life success you are meant to be and to get a copy of my new ebook Star Power: Common Sense Ideas for Career and Life Success.

I’ll see you around the web, and at Alex’s Lemonade Stand.

Bud

PS: Speaking of Alex’s Lemonade Stand – my fundraising page is still open.  Please go to www.FirstGiving.com/TheCommonSenseGuy to read Alex’s inspiring story and to donate if you can.

When Life Gives You Lemons -- Sell Rugs

In a way, this is a continuation of my posts on resilience.  A while back I did a post on the founding of McIlheny Company, the makers of Tabasco entitled “When Life Gives You Lemons – Make Hot Sauce”.

Yesterday’s Denver Post had another example of resilience and entrepreneurship that arose from a tough situation.  That’s why this post is entitled, “When Life Gives You Lemons – Sell Rugs”.

Andre Schlappe and Patrick Farrell are two Colorado reservists that were called up and sent to Iraq.  While there, they bought some machine woven rugs and sent them home.  When they returned from Iraq in 2004, they found that people really liked these rugs.  “Our families and friends saw them (the rugs) and though they were really neat.  People started asking for more”, said Schlappe.

Mssrs. Schlappe and Farrell, who are engineers by training and profession, started a home based business called Hardcastle Imports LLC.  The name Hardcastle Imports comes from their Iraq experience.  Hardcastle was the radio call name for their battalion. 

They contacted an Iraqi they met while stationed in Tikrit and imported 50 rugs.    They are selling the 10 X 13 foot rugs online and at local shows.  The machine woven rugs are more durable and colorful than hand woven rugs – and a lot cheaper.  Schlappe and Farrell sell them for $1,200 -- $1,500. Similarly sized hand woven rugs sell for several thousand dollars.

The McIlheny plantation was decimated by the Civil War.  But that didn’t stop Mr. McIlheny from creating his famous hot sauce business.  Mssrs. Schlappe and Farrell left their families to fight in Iraq and returned home as entrepreneurs. 

Mssrs. Schlappe and Farrell are not unique.  “Some of the men and women deployed in the Middle East are going to end up launching entrepreneurial opportunities based on their experiences” says William Elmore, Associate Administrator for Veterans Business Development at the US Small Business Administration.

More proof to my point that resilient people make the best out of a bad situation. 

Rock on Hardcastle.  I’ve been to your site and you have some great looking rugs.  I’m proud of you for identifying an entrepreneurial opportunity in such a tough situation.  I hope you sell thousands of rugs.

The common sense point here: opportunity is all around us.  Sometimes (like when people are shooting at you) it’s just a little harder to spot than others.  However, if you look hard enough, you’ll find plenty of opportunities waiting for you to apply hard work -- the other part of the S = O + HW equation (Success = Opportunity + Hard Work).

That’s it for today.  Thanks for reading.  Log on to my website www.BudBilanich.com for more common sense.  Check out my other blogs: www.CareerSuperStar.com for common sense advice on becoming the life and career star you are meant to be; and www.CommonSenseDay.com to learn more about Use Your Common Sense Day -- November 4, and to read stories of common sense in action.

I’ll see you around the web, and at Alex’s Lemonade Stand.

Bud

PS: Speaking of Alex’s Lemonade Stand – my fundraising page is still open.  Please go to www.FirstGiving.com/TheCommonSenseGuy to read Alex’s inspiring story and to donate if you can.

Be Nice When You're Interviewing Potential Employees

Last week, in my post on building commitment in your organization, I said “make it difficult to join your organization”.  This is good, common sense advice.  People who feel that they are special because they have been given an opportunity to work with you are more likely to be enthusiastic and committed from day one.

Charles Dugan, a friend of mine, pointed out to me however, that it is also wise to make your company attractive to prospective employees.  This point was driven home to me over the weekend.  I read an article entitled Lessons Learned From Impolite Interviewers in the Wall Street West section of The Rocky Mountain News by Joann Lublin, a Wall Street Journal writer. 

One Great Idea!

Recently, I was asked by David Wright, President of Insight Publishing, to contribute a piece to a new anthology entitled One Great Idea!

I jumped at the opportunity.  Prior to submitting my article to David, I'm going to take it for a test run here.  Read on for Part 1...

An Entrepreneur's Challenge

I came across some wisdom for professional speakers written by my friend Bert Dubin, the other day.  Bert has some good advice for professional speakers.

I've made a few changes to his work and call my version An Entrepreneur's Challenge.  I'd like to share it here...

Be Careful What You Wish For

The Sunday before Labor Day, there was an article in the New York Times that focused on the ups and downs of being self employed.  The author made the point that one of the downs of being self employed was no paid holidays – or vacations for that matter. 

This is something I know all too well.  I have been self employed since 1988.  During that time, I’ve learned that I get freaked by the idea of taking too much time away from my business.  On the other hand, I also know I need to take time off to recharge my batteries – no matter how difficult it is to let go and walk away for a few days.  This is my first real work day back after eight business days away from my business.  Cathy and I took a vacation to the Big Apple to watch some tennis at the US Open and see a Broadway show.