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5 Ways Appointment-Based Businesses Can Contribute to Sustainability

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Businesses Contribute to Sustainability

As someone who owns or operates an appointment-based business, you have myriad responsibilities and expectations. At the top of the list is providing quality services to customers and establishing a profitable business that can support you and your employees. While these concerns are of utmost importance, they shouldn’t be the only ones on your list. Sustainability also needs to be in there somewhere.

Sustainability is a topic that many businesses skirt around, choosing to place their focus elsewhere. The reality is that a sustainable business can not only be profitable, but it’s also one of the best ways to benefit your company and its surrounding community. We only have one world to share, and our collective efforts to promote sustainability will improve the quality of life for everyone. Here are some ways you can make a difference:

1. Go Paperless

One of the biggest changes you can make is to go paperless. Businesses use a lot of documents every day. If you’re logging data and completing tasks the old-fashioned way, you’ll burn through a lot of paper. More paper means more deforestation is needed to supply business needs.

There are other obvious benefits from going paperless besides being more environmentally friendly. By going completely digital, you no longer have to pay for reams of paper. Digital storage and search capabilities also mean less time spent filing and retrieving documents. The time savings will be quite significant and can be devoted to additional sustainability measures.

There are a lot of ways you can eliminate paper usage if you continue to look. For example, rather than printing menus, many restaurants are using QR codes that enable customers to pull up menus on their phones. Other businesses can mirror this tactic by using QR codes to share service options, replacing pamphlets in waiting rooms.

2. Embrace Recycling Programs

Recycling programs have been in place for many years. However, not enough people seem to be participating in them, especially in business settings. This can be due to a lack of interest, accessibility, or information on how to do so.

Your business can embrace recycling programs, helping both employees and customers take part in the effort to make the world more sustainable. Start by placing recycling bins in appropriate areas in your building. Then, if there’s no scheduled municipal pickup, make sure the collected materials get taken to the proper locations for processing. This will give customers the opportunity to recycle used containers and paper without having to worry about the logistics.

3. Reduce Energy Usage

Electricity comes from many sources, but a lot of it is still produced by burning fossil fuels. It’s no secret that fossil fuels aren’t great for the environment. You probably can’t dictate the method your local electric utility uses to generate electricity. But you can shrink your personal carbon footprint by reducing your energy usage.

One way to do this is to become more energy-efficient. Replace old light bulbs with more efficient LEDs that don’t run your electric bill so high. Smart thermostats, updated appliances, and a new HVAC system will all contribute to more efficient energy usage.

The next thing you can do is remove the need for energy in certain instances. Turn off lights in rooms that are not occupied. Unplug appliances that aren’t in use, like the microwave in the break room. While these actions might seem small at first, they add up over time.

4. Enable Remote Solutions Where Possible

Speaking of fossil fuels, a lot of emissions come from employees commuting to work or customers driving to your place of business. In an appointment-based business model, this is often unavoidable. However, there are ways that you can reduce driving time to save people money and reduce overall emissions.

Start by looking at remote work arrangements for your company. Phone systems can be set up in an employee’s home, enabling them to answer calls during business hours without actually driving to the office. They can save time and money by working from home and enjoying casual Fridays all week long.

Certain remote solutions can be extended to your customers as well. While most appointments require in-person interaction, there are instances where things can be done digitally. For example, you can complete a quick check-up with the doctor via video call rather than an in-office appointment.

5. Donate to Sustainability-Oriented Causes

Corporations commonly make donations to different causes and charities. They often do this as a tax write-off, but some business owners genuinely want to help make a difference in their local communities. Your company can do the same by making donations to groups that are focusing on sustainability.

Begin by looking for local sustainability projects that may be in the works. If a local nonprofit is installing solar panels on behalf of low-income homeowners, for example, your business can be one of the sponsors. If you don’t find suitable projects at a local level, expand your scope to state or national endeavors. There are myriad worthwhile environmental organizations to which you can make a contribution.

Sustainability efforts reflect well on your business, which will contribute to its success. But these actions go so much further than that. You’ll be helping make the world a better place for the next generation at the same time.

5 Ways to Ensure Customer Comfort in Your Waiting Room

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Customer Comfort

If you run an appointment-based business, you have to give your waiting room proper attention. This is where new customers get their first impression of your business. If an appointment is delayed, customer comfort becomes paramount as your patrons will be hanging out there until they can be seen.

When your waiting room is dirty or uncomfortable, the customer experience is already off to a rocky start. You should keep one word in mind when creating and updating your waiting room: comfort.

You want every visitor to feel comfortable while waiting for their appointment, whether that wait is five minutes or 15. Wait times don’t feel nearly as long when an individual is sitting in relaxing surroundings. If you’re looking to give your waiting room a makeover, customer comfort should be the highest priority. Here are a few ways you can make that happen.

1. Support customers’ electronic devices.

Few people will enter your waiting room without some sort of personal device these days.

This should keep them well entertained until their appointment begins, but today’s gadgets can entail a few stressors. Luckily, these can be easily eliminated with simple additions to your waiting room.

The two biggest issues with personal electronics are battery charge and mobile internet service. A dying battery can be stressful, especially if a customer needs their smartphone after the appointment. Providing access to a charging station allows customers to charge up their devices while they wait, completely worry-free.

As for connecting to the internet, not everyone has an unlimited data plan. Even those who do might only get a certain amount of high-speed data to work with. When you set up Wi-Fi for your business, add an open guest network for your customers to use. That way they can scroll in peace without worrying about drastically increasing their phone bill.

2. Improve your seating.

The more comfortable customers are in the waiting room, the better mood they’ll be in for their appointment.

Take a moment to scan the furniture you already have, maybe even giving it a try for yourself. Are the chairs and sofas comfortable? Are they ergonomic? Since you don’t usually sit in your own waiting room, you may have no idea whether your seating arrangement is still up to par.

Another thing to look for is wear and tear on furniture items. Your seats might be as comfortable as can be, but the upholstery might be faded or frayed after years of use. Worn furnishings will leave customers with a bad impression of your business.

Admittedly, chairs and sofas are expensive. You may have to bite the bullet and upgrade them, but sometimes you can get by with adding other items to the mix. For example, some easily cleaned pillows can make a couch more comfortable while providing a pop of color. A bean bag chair will be great for any kids who come in with a parent.

3. Introduce soothing sounds.

A little music in your waiting room can make a surprisingly large impact on customer comfort. Research on music in waiting rooms for patients in healthcare settings showed results in its favor. Researchers found that soothing music was effective in calming patient anxiety leading up to an appointment.

There are plenty of appointment-based businesses outside of the realm of healthcare. These, too, can benefit from background music. It helps to fill the empty space and makes waiting for an appointment less awkward. It can even boost the mood of receptionists and other workers who spend all day in or adjacent to the waiting room.

Another sound source could be a television. A TV provides some visual stimulation for kids accompanying their parents or customers who might appreciate the distraction. Just avoid programs with polarizing political content to avoid offending or discomfiting any of your patrons.

4. Pay attention to climate control.

Your business likely operates year-round, which means you’ll have a variety of seasons and weather conditions to contend with. Varying temperatures can affect how your patients feel in your waiting room. Well-regulated climate control can help them feel comfortable no matter the weather.

A smart thermostat is an ideal solution. It will automatically adapt the temperature in your waiting room even when the weather outside is rapidly changing. It will kick on the heat when temperatures drop and cool things off when the sun is extra strong.

Speaking of the sun’s glare, consider tinted windows or thermal blinds to keep solar gain to a minimum in the summertime. Thermal blinds will do double duty in the winter, keeping drafts at bay. Even customers seated closest to the windows will remain comfortable, whatever the season.

5. Make helpful information easily accessible.

Customers will feel more at ease when they have all of the information they need for an appointment.

Displaying active wait times is an example of providing information customers will find helpful. You might also post the doctors in clinic or availability for future appointments in your waiting room.

Having a staff member on hand at all times is perhaps the single best thing you can do here. There are fewer things that frustrate customers more than having questions to ask with no one to answer them. Consequently, offering easy access to key information in the form of a business representative can be huge.

Get each appointment off on the right foot by revamping the first place customers see: your waiting room. You’ll be pleasantly surprised by how the entire appointment experience can be improved by subtle changes to providing customer comfort from the very start.

Featured Image: Max Vakhtbovych; Pexels.com. Thank you!

4 Ways Businesses Can Expand Their Payment Options

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Expand Payment Options

Part of catering to customers’ needs is offering flexible and convenient ways to pay. Sometimes the difference between making a sale and not is a payment selection clients can work with. Whether you strictly stick to services or also sell products, increasing your payment options can also expand your customer base.

At the same time, balancing business and client needs is essential. It may not be practical or cost-effective to offer some solutions if setup and maintenance expenses are too high. Frequency of client use, transaction fees, and chargeback risks are considerations every owner should evaluate. Most importantly, payment options must make sense for individual appointment-based business models. Below are four ways to expand customers’ payment choices.

1. Set Up Mobile Payments

Mobile payments can cover everything from digital wallets and peer-to-peer payment services to QR codes. These options make it easier for customers without traditional bank accounts and debit cards to submit payments. With the rise in the gig economy and money management alternatives, mobile payments also offer clients additional flexibility.

Some customers may have conventional checking accounts where they manage part of their income. However, they might also do side work and have supplemental income that goes into peer-to-peer or digital wallet accounts. These clients may prefer to pay for services like haircuts and home repairs with their side income. Online and in-store mobile payments make the process simpler since customers don’t have to move money between accounts.

Survey research shows that 71% of U.S. consumers have used a mobile wallet to make payments in the last year. The convenience of not carrying a physical wallet or purse may be part of the appeal. Other factors that make mobile payments attractive are their contactless nature and enhanced security. Customers don’t have to exchange card details or account information. Businesses, however, have to consider transaction fees and the possibilities of chargebacks.

2. Offer Electronic Invoicing

Electronic invoicing is a way to bill clients after they’ve received a company’s services.

Say your business provides in-home maintenance services related to plumbing or electrical wiring. Customers schedule appointments for these services on your website and receive confirmations with a technician’s details. Often, the extent of the problem and the appropriate fix aren’t known until the day the tech shows up.

Before property owners pay, they want to ensure work is done properly and everything’s working. It may take a few days after the job is done for clients to verify nothing else is wrong. Sending invoices via email after technicians complete the work gives customers that time and lets them submit payments securely.

Customers don’t have to exchange credit card or checking account information directly with someone they may not know. Electronic invoices also save employees time at a customer’s location. Repair technicians don’t have to collect and verify payment details or ensure they have a good cellular data connection. They can inform the customer they’ll receive an invoice in their email and move on to the next job. Business risks include delayed payments and write-offs.

3. Give Recurring or Automatic Payment Options

Repeat customers who come in frequently or purchase ongoing services might prefer recurring or automatic payments. With these options, clients can set up which account they want a business to charge each time they buy something. For example, a pet daycare and boarding facility can offer recurring payments for clients who use the services weekly.

Instead of collecting payment for each visit, the facility can charge the person’s account. The frequency could also be set according to client preferences or business needs. For instance, the facility might apply charges on a rolling 30-day basis. The business might charge for monthly boarding and daycare visits at once, giving customers an easier way to budget.

Recurring or automatic payments can also work well for gyms, dance studios, house cleaning services, and ongoing care facilities. One of the biggest advantages of routine payment options is they’re convenient for the customer and the business. Neither side has to remember to send or collect payment. Yet some of the same risks and costs that occur with manual payments still apply. These include insufficient funds, fees, chargebacks, and fraudulent transactions.

4. Provide Payment Plans

While some services don’t cost much, others do. Significant expenses can make customers delay their purchases and major projects. Others won’t be able to fit these costs into their budgets without ways to make smaller payments over time. Offering payment plans or same-as-cash credit options can help businesses overcome the affordability obstacle.

For instance, a painting service may perform a variety of jobs that vary in cost. Some requests will run a few hundred dollars, while others will go into the thousands. Clients may appreciate options to pay off the work over six months or even a year. Payment plans give customers flexibility and ease the pain of paying for much-needed services.

Some businesses may choose to manage payment plans in-house or work with a service that extends on-demand credit to clients. Either way, working within customers’ budgets can bring in more business and expand market reach. However, payment plans may require more follow-up and some degree of automation. The risks of write-offs and slow payments exist. Credit services might also mean more transaction fees and reduced revenues for businesses.

Expanding Payment Solutions

When businesses offer more payment options, their services are more likely to appeal to a wider customer base. Flexibility, affordability, and security often represent clients’ top needs. Giving customers choices beyond cash and conventional credit and debit cards shows a business is willing to accommodate those desires. Alternatives, such as mobile wallets and payment plans, can give service providers another way to stand out from the competition.

Featured Image Credit: Yan Krukov, Pexels. Thank you!

How to Create a Kid-Friendly Waiting Room

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kid-friendly waiting room

Sitting in a waiting room is no one’s definition of a good time. This is a common sentiment among adults, but with kids, it becomes an even greater problem. Children struggle with sitting still and waiting for an upcoming appointment, whether theirs or someone else’s. This makes providing a kid-friendly waiting room a priority for your clients.

You may have a lot of clients who bring their kids to appointments. Or perhaps, like a pediatrician or pediatric dentist, you run a business that caters to children. Either way, your waiting room will need some adjustments. A kid-friendly waiting room will make time spent in the front room more bearable for everyone. Here are a few ideas you can consider for your own business space.

1. Prepare Some Snacks

If there’s one thing kids love, it’s a tasty treat. There’s a reason why many doctor’s offices provide lollipops for their youngest patients. An appealing snack can keep kids occupied while they wait for an upcoming appointment.

As delicious as a cherry sucker might be, parents will appreciate having access to some healthier snacks. Granola bars, trail mix, and dried fruit are all possibilities to consider. These can keep kids busy for a few minutes while also providing them with some essential daily nutrients.

Another thing to keep in mind is the potential mess. While crackers might seem to be a good snack option, they can leave a trail of crumbs in their wake. Parents may feel guilty when their child leaves a mess in your waiting room. Even if you insist that you’ll be happy to clean it up, it’s better to choose less crumbly alternatives.

2. Invite Play

If there’s one thing kids hate, it’s sitting still. Young children have a lot of energy that they just can’t keep bottled up for very long. You should account for that rather than creating a waiting room that requires them to sit still for long periods of time.

This doesn’t mean that you have to install a jungle gym on your property and let kids go wild. Instead, provide some games and activities that will keep them occupied while remaining under control.

Bead mazes and wall-mounted busy boards allow movement while still encouraging kids to stay put. Coloring sheets, picture books, and building blocks are other great toys that kids of various ages can enjoy.

3. Accommodate Parental Needs

A kid-friendly waiting room should also appeal to parents.

This will help them take care of their kids in the best way possible while waiting for an appointment. If parents feel uncomfortable, kids are more likely to get out of hand or become upset.

Consider the simple things, such as having a space for strollers or baby carriers. These items can be cumbersome and really get in the way of a parent’s ability to monitor their children. Just not having to lug them through an entire appointment will be a great relief.

4. Keep It Clean

Another thing that parents will love to see is a clean waiting room.

The COVID-19 pandemic has made sanitized public areas an even greater concern than they had been previously. Parents want their kids to be safe and healthy while still being able to live out normal lives.

Develop a cleaning policy and post it for parents to see. Let them know that the kids area of the waiting room is disinfected multiple times a day. This way, they’ll be able to let their kids play with greater peace of mind.

5. Separate the Waiting Room Into Distinct Areas

In some cases, your patients or customers will cover a wide demographic range. While you may have a lot of families with young children in your waiting room, you may also have older adults. Keep that in mind when you’re designing the final layout of your waiting area.

If possible, try to separate your waiting room. The kids area can be on one side or even occupy its own dedicated room. Children will be able to laugh and play undeterred. On the other side, adults waiting alone won’t be bothered by the noise the kids are likely to make. Both contingents can relax as they wait in their own way.

6. Update the Theme

In the kids area of your waiting room, make plans to brighten up the place.

Kids will respond better to brighter colors or murals of animals and scenery to look at. It will make your waiting room seem more fun and inviting. Provided you’re happy with your decor overall, the adult corner of the waiting room can remain the same.

A space that looks like it’s designed for children will seem more welcoming to kids and their families. Playing with toys in a gray room filled with understated leather furniture almost feels wrong. A friendly giraffe on the wall, on the other hand, will convince them otherwise.

The happier a child is in the waiting room, the more easily they’ll cooperate during an appointment. Families will return to your business if you successfully provide a waiting room experience that caters to their needs. They may even refer your location to other families looking for a business that welcomes families with children with open arms.

Image Credit: Gustavo Fring; Pexels; Thanks! 

How to Increase Your Appointment Bookings During the Lazy, Hazy Days of Summer

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Appointment Bookings

Are you a small business owner, an accountant, or a doctor? Regardless of what you do, your business probably relies on clients. Meaning, that for your company to thrive you need to continuously book appointments. Easier said than done, right?

Increasing your appointment bookings isn’t easy, especially in the summer when business typically slows down. But don’t worry. There are ways you can keep attracting customers. This article includes a few tips to help you increase your appointment bookings. From integrating appointment software to offering discounts, here’s everything you need to know:

1. Add Personal Touches

Whether you’re sending emails or using your website to target consumers, consider adding some personal touches. Sure, you don’t know everything about your prospective client, but you know enough to make a connection.

For example, let’s say you own a medical spa. Summer is around the corner, which as you know, is a popular time for people to vacation. With this information, you might want to consider integrating something about “looking your best this summer” into your email.

Finding small ways to connect with your audience and make your product relevant helps you stand out, and can increase your appointment bookings.

2. Improve Online Visibility

Sure, you have a website. That doesn’t mean Google is displaying your website. To help prospective clients find you, it’s important your site is considering search engine optimization (SEO) best practices. To do this, consider consulting with an SEO specialist. There are also small steps you can take yourself to help with SEO.

For instance, having a mobile-friendly website is important for SEO. So, consider re-working your website to ensure it’s easy to navigate on any device. Publishing blog posts and using images can also boost your SEO.

The higher you rank on SEO, the higher Google will rank you. And in turn, the more likely a customer will be directed to your website than your competitors.

3. Use Appointment Software

In today’s modern world, consumers want everything to be fast — even scheduling appointments. The traditional method of having a prospective client call or even email to schedule an appointment won’t cut it anymore. Because of this, you should consider integrating appointment scheduling software.

With this technology, clients can book an appointment from their phone with only a few clicks. They don’t have to spend time talking on the phone or going back and forth with someone at the company. All they have to do is find a time that works for them, based on your availability, and click. Not only does this create a better consumer experience, but it can also help your business stay organized.

4. Send Follow-Up Messages

According to research, missed appointments in the healthcare industry range from 10 to 50%. Even if you’re not in healthcare, missed appointments can be problematic. It can cause you to lose time and money. Instead of blocking off that time for someone who didn’t show up, you could’ve made money by working with a paying client.

To prevent no-shows, consider sending clients an automatic reminder after they’ve scheduled an appointment. Using appointment software can help with this and also let you pick and choose how to send the reminders. For instance, you might opt to send appointment reminders via text, email, or automatic phone call. You can even include an option where the client can cancel, giving you the opportunity to book with someone else.

5. Use Customer Referrals 

Word of mouth customer referrals is an easy and inexpensive way to increase appointment bookings. You simply ask your current customers to refer their friends or anyone they may know.

Keep in mind that you want to make sure your current customers are happy with your service before asking them to refer you. It’s also a good idea to ask for referrals immediately after interacting with your customer. Doing this, as opposed to waiting weeks, increases the likelihood the customer will actually tell their friends and family.

Some companies offer a referral discount. Meaning, that every time an existing customer refers someone and that person comes in for an appointment, the existing customer earns a discount. This is a great way to motivate existing customers and build loyalty.

6. Send a Post-Appointment Survey

Feedback is important for any business. Think about it. You can’t grow if you don’t know what you’re doing right and ways to improve. To keep this from happening, consider sending customers a post-appointment survey. You might be thinking, “No one will fit it out.” Turns out, that’s not true.

According to Survey Monkey, 85% of customers say they will give their feedback when the experience is good. Another 81% will give feedback when the experience is bad. Based on this information, there’s a good chance you’ll receive feedback regardless.

When it comes to a post-appointment survey, you should also make sure these post-appointment surveys are mobile-friendly and concise. While you might want a lot of feedback, it’s doubtful a customer will take hours filling out a survey. So, do your best to create pointed questions that will provide you with the best information.

Increasing your appointment bookings doesn’t have to be complicated. By making small changes, based on the tips above, you can help your business thrive this summer.

Image Credit: Andrea Piacquadio; Pexels; Thank you!

7 Ways Online Appointment Software Can Benefit Small Businesses This Year

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7 Ways Online Appointment Software Can Benefit Small Businesses This Year

Appointment-based businesses working on a smaller scale might not see the benefits of online appointment setting right away. After all, a single hairstylist doesn’t see as many clients each day as a fully staffed hair salon. Yet the truth is that a small business can get just as much value out of online appointment software as its larger competitors, if not more so. 

This article will outline seven of the most tangible and immediate benefits of online appointment software for small businesses. Each one can specifically help your startup to grow and flourish in 2021 and beyond:

1. It Snags More Customers

The biggest thing small businesses require is new customers! Startups need all the support they can get, especially as they work to make the kind of name for themselves that will keep retention rates high. Online appointment software will not only bring in new customers, but encourage them to stick around for the long haul. 

Online appointment booking is so easy for new customers to use — they don’t have to get on the phone and talk to a stranger. Such a simple and efficient booking method is sure to pique the interest of numerous prospects. Win them over with a stellar appointment experience, and they’ll be booking a return appointment the minute they walk out the door. 

2. It Speeds Up the Appointment Process

There are a number of variables that can slow the appointment process down. Long wait times can be especially bothersome for both customers and your employees trying to keep a consistent schedule. By enabling online appointment booking, much of the process is sped up, keeping everybody happy. 

For example, employees are no longer distracted by as many phone calls that can pull them away from in-house customers. Online appointment software also eliminates a lot of manual work, such as inputting customer information or selecting appointment slots manually.

3. It Enables Quicker Payments

Few things are as worrisome for small businesses as outstanding payments. While most transactions will be conducted in person, some organizations — such as a doctor’s office — will rely on invoices sent after calculating insurance coverage.

Where third parties aren’t an issue, though, online appointment software can facilitate the payment process. When customers book their appointments online, they can also make advance payments simultaneously. Even if they settle up after service is rendered, online payment methods such as PayPal will encourage timelier payment. And that means small businesses can balance their checkbooks more quickly. 

4. It Reduces Booking Mistakes

Booking errors are inconvenient at best and can lose you customers at worst. Incorrectly inputting appointment times, overbooking appointments, or even forgetting an appointment entirely is a bad look for your organization. Using online appointment software helps to reduce human error that leads to these mistakes. 

Since online software will track appointments for you, overbooking is nonexistent, and accuracy is practically ensured. After all, clients are signing up for your available slots themselves. All you need to do is briefly review your upcoming schedule, and you’re good to go. 

5. It Lowers No-Show Rates

No-shows are an appointment-based business’s worst nightmare. The healthcare industry alone loses billions of dollars annually due to no-shows. These inconveniences take away valuable time slots from other patrons who would be happy to show up, and they waste a good portion of your day. The only party who loses money from a no-show is the business, unless there are well-advertised no-show fees involved.

Using online appointment software, you can slash your no-show rate by sending direct and effective notifications prior to the appointment. Consumers aren’t as likely to answer reminder phone calls, but they are typically quick to check a notification on their smartphone. A good notification system will at least remind them to reschedule an appointment they can no longer make. 

6. It Provides Quality Data

As a small business owner, you should never underestimate the power of data. Any information you can collect will prove to be invaluable to your business when implemented into your strategy. Since online appointment software tracks everything about your customer’s interaction with your business, you can start gathering and analyzing data immediately. 

Data will offer you lots of valuable insights you can use to grow your business. You’ll be able to spot common demographics to target with marketing campaigns as well as which appointment slots are most popular. This concrete information will allow you to make informed decisions to improve your business for present and future customers.

7. It Increases Availability

When booking appointments the old-fashioned way, prospective customers have to call in to their business of choice and inquire about availability. This process can take a long time, especially if they’re put on hold. Other customers simply want to minimize interaction as much as possible and will avoid making such phone calls.

By enabling online booking, customers no longer have to call in to check availability and book an appointment. Online servers are also open 24/7, meaning appointments can be booked long after your business has closed its doors for the day. This allows customers to make appointments anytime, helping you to fill your schedule even more and increase your revenue. 

Loving what you’re reading? You need to see it for yourself. Get started on implementing online appointment software now, and you can expect great things for your small business. 

How Analytics Can Help Your Small Business

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How Analytics Can Help Your Small Business

In our increasingly digital age, it can be all too easy for a small business owner to become overwhelmed by a sudden glut of available data. It seems like every new gadget or operations upgrade connects to the internet and includes an opportunity to accurately measure something or other to which they previously gave very little thought.

Some business owners make the rookie mistake of collecting as much data as possible, meticulously entering it into spreadsheets, and more or less leaving it at that. Successful entrepreneurs, on the other hand, understand that increased opportunities for data collection can be helpful, but only when those analytics are leveraged. Simply stated, they know the difference between raw data and actionable data.

The time to be impressed by internet-enabled devices that spit out new forms of previously uncollectible data is over. Small business owners, in particular, need to bring an increased level of discernment to data that’s merely “cool” vs. data that can help them increase efficiency and profits.

The best place to start is not by compiling all the data available to you but instead pausing long enough to write down a few simple questions. Only after you’ve decided which questions you’d like to answer can you begin to assess which analytics might actually prove helpful. Listed below are four questions just about any small business owner can adopt or adapt, along with pointers for how newer forms of data can help provide actionable answers.

1. Where are we wasting time?

The difference between time and money is that money can be replaced. Business owners and managers should be setting the tone in terms of effective time management during office hours. When management consistently demonstrates respect for the value of time, that attitude tends to filter down to the frontline staff. Conversely, managers who call meetings for no apparent reason can’t reasonably expect employees to place much value on anyone’s time.

Nowadays, there are many scheduling apps that include reporting features that will allow you to more effectively track how you’re spending time and whether or not that investment is paying off. For example, time-tracking analytics can be cross-referenced against customer billing numbers to assess ROI. This relatively simple exercise can be eye-opening in terms of surfacing high-maintenance individuals who, as it turns out, are not contributing all that much to revenue. 

Is the relationship worth the ongoing effort? Time-reporting analytics can help you decide whether to limit specific client contact to certain levels of time commitment or not.

2. Which demographics are falling away?

An investment in customer relationship management (CRM) software can provide individualized feedback on customer preferences, allowing your business to tailor its offerings accordingly. Marketing campaigns can be tweaked to highlight products and services that seem to strike a chord with your regulars. Emails can include a higher degree of personalization. Special events can be designed to respond to feedback.

Additionally, CRM data can chart changes in your customer base and help you do a little exploration. For example, visits to your salon by your 50+ customers may have driven the lion’s share of high-end sales, but those visits have declined precipitously. Is the falloff in any way related to how your business is operating in the wake of the Covid-19 pandemic? Or did your product or service line shift such that your more mature customers are no longer interested? 

If the latter, are you OK with that shift? Analytics provided by just about any CRM package should provide the data you need to analyze who your customers are, what they care about, and how you can tailor your business to their needs.

3. At what point do our website visitors lose interest?

Website analytics, in particular, are one area where it’s easy to get overwhelmed by the sheer amount of available data. This is where your ability to formulate relevant, niche-specific questions before you start excavating data is most likely to save you from being over-informed and under-actioned. In particular, owners of appointment-based need to pay close attention to website bounce rates and abandoned scheduling forms.

Did you lose the booking when they read your terms and conditions or when you requested prepayment? Was the user confused by being presented with too many options too soon? Website analytics can provide the when, but you might need to investigate further to find the why.

If, for example, you notice a high bounce rate on a website resource that features one of your most popular offerings, that definitely merits a closer look. The problem might be tied to something as complex as mobile browser compatibility or something as easy to fix as a lousy photo. As you study online analytics, scan for any anomalies as your first step.

4. What do our Wi-Fi analytics reveal about peak business hours?

By encouraging customers to freely use your on-premises Wi-Fi, you can learn a lot. What days and times of the week see the most walk-in traffic? You can use this information to make sure you have enough staff on hand to serve these impromptu clients.

If users sign on via their social media accounts, you can glean further insights from demographic data. Are certain age groups more apt to patronize your business at certain times of day? You can tailor everything from promotions to in-office music choices accordingly.

Proceed with caution, though. There’s a fine balance to be struck between using Wi-Fi analytics to enhance your bottom line and being too nosy. Customers are growing increasingly wary of the data that any service provider collects, so you’ll want to be proactive about this. 

A simple disclaimer informing customers that you collect data to enhance their experience with your business is typically sufficient. Not every customer will agree to your terms and conditions, but many will, thereby helping you increase the overall effectiveness of your staffing and outreach.

Analytics can be powerful tools … or they can be powerful distractions.

There is no denying that objective, empirical data is a good thing. The question every business owner needs to address is whether or not specific forms of data can be utilized to foster growth. Depending on the niche you occupy, newer forms of analytics might be interesting but not helpful. Focus on data that facilitates needed changes.

Don’t fall into the trap of collecting and charting data merely for the sake of collecting and charting data. As you encounter newer forms of analytics that can be conducted, stop and ask yourself whether you should. By keeping an ongoing log of relevant business issues you hope to address with data, your data-sifting process will become much simpler.

Small Business Owners and Social Media: How Much Time to Spend Online

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Small Business Owners and Social Media: How Much Time to Spend Online

Are you running a small business or offering freelance services? One thing you’ve probably heard by now is to establish a strong social media presence and start marketing yourself online.

It’s true, many entrepreneurs have been able to make a name for themselves and grow their customers and client list by effectively utilizing social media. Social media is free, but it can also cost you quite a bit in terms of your time. Social media was designed to help people connect online, but its algorithms today are often geared toward keeping people scrolling mindlessly all day long. So how much time should small business owners spend on social media truly?

Are you spending too much or not enough time on social platforms or do you even need social media at all? Here’s how to consider the right amount of social media for you.

Setting Social Media Goals

If you’re going to get on social media for your small business, it’s important to set clear goals that you’d like to achieve as a result. For example, most people just go online to see what they can find or gain some new followers. However, you’ll need to get more specific than that if you want to make the most of your time.

Do you want to post 5 promotions per month for your products or services? Do you want to gain 500 followers organically during the first 90 days? Is your goal to build yourself up as an authority figure and lead people back to your website to do business with you?

Narrow down what your true goals for social media are and how they contribute to the success of your business. Having a clear focus can help you eliminate time wasted browsing on social media or getting stumped on what to share.

Decide Which Platform You’ll Start On

I’m a firm believer that you shouldn’t try to be on every social media platform if it doesn’t serve a purpose for your business. If you’re selling clothes, you may not find a ton of value on Twitter but find that Instagram helps you communicate with your target audience.

Look at the type of business you have and the services you offer. See how certain social media platforms might fit in with your offering and goals is key. If you’re wondering how much time small business owners already spend on social media, a Vertical Response survey indicated that 43% spend 6 hours per week on social media marketing.

If this fits in with your schedule then great, if not or you find you’re spending a ton of hours on social media, try to limit the numbers of platforms you’re on to only the ones that serve you best.

Allow Extra Time to Implement a Launch Plan

Realize that actually getting established on social media may take up more time than maintaining your profile and scheduling posts. Allow extra room in your schedule to complete and optimize your social media profile(s) and create some cohesive branding.

For Facebook, you may want to create an offer or make sure your phone number and address are added to your page details. For Instagram, you may want to create a bio link that leads to some of your top content, advice, or service pages on your website. With Pinterest, you’ll have to set aside time to create images for your content and write all your board descriptions.

That said, small business owners may spend much more time on social media in the beginning stages until an effective strategy is determined.

Spend Less Time With a Social Media Strategy

So now you know the good is that you don’t have to spend more than 1 hour per day on social media if you don’t want to. Yet, you can still get some great results from having a social presence. Small business owners don’t even have to get on social media each day if it’s not the main driver of profit for the business.

Instead, develop a proven strategy based on your goals and what works. Find out who your ideal follower or customer is and what they’d like to see on your social profile. Track analytics to see how much traffic or business you’re already getting from social media, then make tweaks and test out new strategies.

One thing I enjoy doing to save time is scheduling out my posts on social media in advance. This helps me stay active on the platform and continue to provide value to others without spending too much unnecessary time on social media.

Allocate Time Fairly Among Other Marketing Efforts

Small business owners and social media can be a great mix but realize that social media is often just one aspect of a marketing plan. Sure, adding social media to your marketing tasks may help you save money, but you should always diversify your marketing and test out other strategies.

If you’re marketing in several places, you won’t be limiting yourself to certain clients or customers who will find your business another way. Take email marketing for example. Some people are actually more responsive to emails than they are on social media. In fact, email marketing converts better for some business genres and unlike social media, you actually own your list and can’t get kicked off the platform.

Summary: Small Business and Social Media

In summary, I wouldn’t spend too much time on social media unless it’s returning sizeable profits for your business. Even 5 hours per week is 260 hours per year. If you calculate the value social media has added to your business, you’ll have to determine if that time is worth it to you. I would ramp up social media efforts as business leads and profits grow as a result, but get clear on your goals and narrow down a specific strategy first.

Find ways to work smart while establishing your social presence and don’t neglect other forms of marketing as well.

6 Tips for Instilling Wellness in Your Company Culture

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Motivation Secrets of Productive People

Wellness is more than a corporate buzzword: It’s the work of keeping employees happy, healthy, and productive.

Many leaders realize that wellness is a worthwhile investment. But what they don’t know is how to do it: The reason many programs don’t move the needle on health metrics is that companies preach wellness without building it into their culture.

To make wellness a cornerstone of your company culture:

 1. Promote breaks.

A company that does not understand the value of breaks is sure to struggle. Workers can only handle so much stress before it starts to sabotage their productivity. Letting them take 15-minute breaks periodically will help them sharpen the saw of their productivity.

Don’t dictate what workers do on their breaks. There are plenty of ways to use a spare 15 minutes well. Some people enjoy walking around. Others would rather sit, read, or do a crossword puzzle.

2. Create a calm environment.

Clutter isn’t just unsightly. According to Psychology Today, cluttered environments reduce wellbeing, cloud thinking, and impede mental health. Chaotic spaces tend to be more stressful and less productive places to work.

Think beyond the physical environment. Poor time management creates mental clutter. The result is procrastination, overextension, unpunctuality, and over time, burnout.

3. Offer healthy foods and snacks.

Food is fuel. Stocking healthy foods for the team ensures that they don’t have to reach for a candy bar or drive to a local fast-food restaurant when they get hungry.

Place bowls around the workplace with snacks like bananas, apples, and protein bars. Fill the fridge with hydrating drinks like sparkling water and Gatorade. Be sure to ask team members about allergies before introducing new foods.

4. Set up group activities.

Learn what you team members like to do outside of work, and create hobby groups for them. Go on walks together, try group yoga, or simply set up a recreational basketball league. Socializing is good for mental and physical health, and it reminds workers that they are part of a team.

If workers aren’t interested in physical activities, set up discussion groups. Current events clubs, company improvement task forces, and foreign language groups give team members a voice.

5. Invest in perks.

Gym memberships and massage therapist visits cannot create culture alone, but they do get the message across that the company cares about the health of its team members. You can even include concierge services for when workers need groceries or office supplies.

If you aren’t sure where to start, look at the tech giants. Take Google: The Alphabet subsidiary offers its employees a host of unique perks, such as decompression capsules, a full on-site medical staff, and even free cooking classes.

You may not be able to afford all of the benefits that Google offers, but you can use them for inspiration. Create a list of perks that might fit in the budget, and ask team members for feedback on which ones are most important to them.

6. Ask for feedback over and over.

In order to be happy, positive, and productive at work, employees need to feel like they have a say. Sit down with team members monthly to get their thoughts on the company’s culture and how it’s affecting their personal habits.

Reward workers for suggestions on how to improve workplace conditions. Don’t penalize people who see flaws: Providing honest feedback is not the same as complaining. If employees’ suggestions conflict, get the group together to talk about how best to proceed.

Focus particularly on areas where multiple employees may need help. If two or more members of the team want to quit smoking, set up a cessation program that includes private counseling. If weight management is an issue across the team, perhaps activity trackers might make a good quarterly gift.

Workplace wellness programs are well and good, but a culture of wellness is what actually makes a difference. Leave no stone unturned: Physical, mental, and social health all matter in the context of overall wellbeing. Give employees the tools they need to improve in all of those areas, and you’ll be surprised at just how much stronger your company’s culture becomes.

5 Unique Follow-Ups for Preferred Customers

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Morning Routine Hacks

Closing a sale is just the start. If you don’t want to ruin a good relationship, following up and staying top of mind is essential.

Think about what’s at stake. Get the follow-up right, and the customer not only comes back but also spread the word to other potential customers. Do it poorly, and that customer will spread the bad news even further. 

Not all follow-ups are created equal. The secret to a great one? A personal touch. Here are six ways to provide it:

1. Write a thank-you note by hand.

In the digital age, a handwritten note goes a long way. More than eight in 10 American adults see handwritten messages as more meaningful than those sent by text or email.

What if you aren’t the best writer in the world? Don’t worry about it. Nobody is going to judge you for a misspelling or missed period when you’re writing to say “thank you.” Keep it conversational and concise. Be sure to add something personal you learned about the customer during the sales process.

This follow-up technique works even better if the note is written on a visually appealing postcard. Pick one that your customer will want to hang on his or her fridge to stay top of mind. If the customer spent an unusually large amount, toss in a gift card to your favorite restaurant. 

2. Check in over coffee. 

Your customers know you’re a busy person. When you reach out to schedule a conversation over coffee, you signal to them that they are a priority. 

People can be picky about coffee shops, so try to find out what your preferred customer likes. Is she a Starbucks person? Is that indie coffee shop on the corner more her style?

The best part of this tactic? It’s a chance to open up new business opportunities. But don’t spend the whole time talking about work Ask about her as a person: What does she like to do in her free time? Does she have kids? What causes does she care about? 

3. Give a thoughtful gift.

Your best customers have been generous with your business. Return the favor: Give them something that you know they’ll find valuable.

Choosing the right gift is important. It could be something sold by your business, a book you know they’ve been dying to read, or a floral arrangement. Aim for the $50-$200 range, depending on how close your relationship with the customer is.

It’s also important to present your gift well. Wrap it appealing paper or put it in a bag with a bow on it. If it’s a gift card, package it in a colorful card. 

4. Highlight them on social media. 

Everyone appreciates a public shout-out. Especially if you have a strong social media presence, say “thank you” by featuring your top customers in a post or image. 

If you’re a B2B company, reach out in advance to ask how the customer would like to be positioned. Help them cultivate that image, and you might even earn them some new business.

Encourage members of your team to engage with social posts that mention customers, but make clear that authenticity is key. A salesperson who worked directly with the customer might be able to make a meaningful comment on the post, but someone in an HR role probably cannot.

5. Invite them to a company party. 

Your holiday party, after-work happy hours, and company game nights are great opportunities to make your best customers feel like part of the team. Invite them, ideally by phone or in person, for a night of fun.

Give customers a chance to interact with each other, too. Not only do your best customers probably have a lot in common, but bringing multiple of them to a company event can minimize awkwardness. That way, they aren’t the only “outsiders” at a team event.

High-value customers don’t come along every day. Make them feel special — because they are — by spending some extra time on the follow-up. Get it right, and they might just spend some more with you, too. 

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