Category: News

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Using an Avatar for Customer Service

avatar and customer service

Creating an avatar can be a huge time-savings piece for your business. Not only does it allow more flexibility in who responds, but customers can do the self-service they’re looking for. Below are tips and tricks to get an avatar started on your website.

Your Avatar’s Personality

An avatar is a digital representative or persona. When creating this persona, there are a couple things to keep in mind. Will you avatar be a male or female? What is your avatar’s name? What sort of personality will they have? (Note, you don’t have to create an entire character design). Below are a few examples:

  • Suzy Q is the avatar for Suzi Q Quilting. She is polite and friendly. Suzi will validate a customer’s feelings, but hold firm to a store’s policies. She is cheerful and ends every interaction with “Best wishes on your quilting adventures!”
  • Todd is the avatar for another quilt shop. He is firm, but happy, and interacts with humor (often communicating with jokes and emojis). He doesn’t apologize for not bending policies but he does seek solutions to make the customer happy within company protocols.

Avatar Logisitics

Now that you know what sort of avatar you want for your business, there are a few other pieces to work out.

First, determine what employees you’ll dedicate to responding to customer service requests.

Next, create a standardized email that the decided-upon employees can have access to.

Finally, to streamline even further, track responses in a document and create email templates of common responses to frequently asked questions.

Inspiration for this post came from “Consistent Customer Service” by Gwen Bortner published in the October 2021 issue of American Quilt Retailer.

Wait, There’s More!

Interested in a FREE AQR Meetup? Well you’re in luck!

Next Thursday, December 16 at noon CST you can find out what’s on the radar for AQR and AQR Academy in 2022. You’ll also get tips on how to finish 2021 off strong.

Register for the Zoom event here prior to attending. All are welcome (and we’re interested in hearing what you want next year as well)!

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Online Marketing Tips (Just in Time for the Holidays)

Online Marketing

With the Holidays in full swing, it’s important to cater to your customer more than ever. Check out these online marketing tips to increase your online sales.

Marketing Ads

When creating ads online make sure to know what buzz or keywords your audience searches for. Then tailor your messaging around those words. This audience-specific messaging is more likely to cross their path.

If you’re trying to get your products featured on a Google search, head over Google Merchant Center’s Promotions feature for help with that. If potential customers are searching for a product you sell online, you can get it in front of them (bonus tip; offering a discount or free shipping helps also).

Other ideas

Other ideas include putting a pop-up ad on your website with a discount option when the customer signs up for your newsletter.

Another way to help is through creating gift guides. This way you can promote the products you love, while helping with gift ideas for mom, dad, or a distant cousin.

Speaking of gift guides, there’s nothing easier than a gift card option. Be sure to make them available both in-store and online.

Lastly, don’t forget to offer curbside pickup. That’s one COVID trend that’s definitely not going away.

Speaking of online marketing, we want to let you know The Buzz is still available for just $12.95. You’ll receive 15 30-minute informative videos on the latest products, techniques, and information to launch you into 2022 (as well as how to display those products in your store). Plus, you’ll also receive an awesome swag “bag” box while supplies last.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Personality Styles

personality types

Knowing your personality will help you play to your strengths (and recognize your weaknesses). Take the quiz to find out what style you are, and how you can apply that knowledge at work.

Personality quiz:

  1. Are you outgoing (quick to take action) or reserved (cautious)?
  2. Are you task-oriented (live and die by to-do lists) or people-oriented (tasks can wait for how someone is feeling)?

If you answered outgoing and task-oriented, you’re a driver.

If you answered outgoing and people-oriented, you’re a promoter.

If you answered reserved and task-oriented, you’re an analyzer.

If you answered reserved and people-oriented, you’re a supporter.

Traits and Downfalls

So what does this all mean?

  • Drivers are strong, aggressive, results-oriented, natural leaders. They’re powerful, impatient, determined, competitive and very-independent. They can also be stubborn, bossy, arrogant, cold, and willing to sacrifice relationships for money.
  • Promoters are creative, charismatic, risk-taking, fun, spontaneous cheerleaders. They can also be irresponsible, superficial, cocky, and bad with deadlines.
  • Analyzers are disciplined, precise, rigorous, loyal, responsible, and precise. They can also come across as emotionally disconnected, robotic, hold themselves back, and get stuck in analysis paralysis.
  • Supporters are committed, sweet, flexible, sensitive, empathetic, open, and loving. However, they also come across as sacrificial, dormant, insecure, invisible, or sad.

Knowing this can help you play to your strengths and recognize areas you can improve. Also note your employees personality types, and be sure to cater your meetings to how they work best.

Inspiration for this post came from “Know Yourself” by Beth Montpas published in the October 2021 issue of American Quilt Retailer.

One last thing before we go! The latest products, techniques, and information to launch you into 2022, The Buzz, is still available for just $12.95. You’ll receive 15 30-minute informative videos on the latest products and how to showcase it in your store. You’ll also receive an awesome swag “bag” box (while supplies last).

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Customer Complaints

Complaints and customer service

We all know that with having customers inevitably complaints will come. Brush up on your customer service skills to turn customer dissatisfaction into a positive experience.

Statistics about Complaints

Did you know that a customer who has a positive experience after a complaint will outspend a the average customer? That’s because this customer now has higher confidence with your business.

Another thing to note is 93 percent of customers are more likely to return and shop with a business if the business offers excellent customer service.

With that in mind, check out this 8-Step process of addressing customer concerns.

8-Step Process

  1. Thank them. Recognize the customer is spending time to inform you of their dissatisfaction instead of taking to social media or telling their friends.
  2. Do you have the authority to help with their request? If not, get someone who can. Nobody likes repeating their story twice. (Note to owners, give your employees more power to help customers so you can focus on the larger aspects of running a business.)
  3. Listen to the complaint. The average complaint takes just 45 seconds to tell.
  4. Take notes. Don’t hesitate to be silent; just inform them you’re making notes so you can come to the best solution.
  5. Ask more questions to clarify. This will help to calm your customer further.
  6. Ask what would they like to make them happy. It’s bold, but you’ll be surprised by the answers you receive. Some customers won’t be expecting much at all.
  7. Act on it. Don’t tell your customer that what you’re doing is an exception, that will hurt more than it will help.
  8. Thank your customers again.

Inspiration for this post comes from “Thanks for Your Complaint,” by Tom Shay published in the October 2021 Issue of American Quilt Retailer.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Gift Ideas to Display in Your Store

gift boxes

Recently I received a hand-knitted blanket as a gift and it reminded me just how special handmade presents really are. With gift season just around the corner, here are some quick and easy ideas you can whip out to display in your store (and get your customer’s ideas flowing).

Needlepoint gift ideas

Between embroidery and knitting, the opportunities for handmade needlepoint gifts are limitless. Outside of your typical scarves and blankets, think about personalized home decor. Find patterns to create embroidery circles for your loved ones favorite pet, or interests (some cute ideas I’ve seen include cacti and flower bouquets).

Fabric ideas

Continuing with the theme of decor, consider creating your own pillow design. This can be as simple as blocks of colors that appeal to you, or cut outs from famous artists (like Henri Matisse).

For something wearable, check out this adorable jacket from Megan Nielsen with a patchwork design. (I can’t wait to make this one myself!)

And finally, don’t count stuffed animals out. I’ve seen some of the most adorable stuffed animal patterns that would work great for both children, or as home decor for someone older. Be creative when it comes to stuffed options, mushrooms and felt flower bouquets are cute and popular right now.

And of course, if you’re gifting for an especially picky person, we all know masks never went anywhere. Look for fabrics with cute designs or in trendy colors.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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How to Write a Press Release

Press release

If you’ve never wrote a press release (or if you’ve written hundreds) it’s always a good tool to revisit. Read on to learn the basics.

What is a Press Release?

The goal of a press release is to notify the media in hopes that they will spread the good news. Of course, timing is of the upmost importance, so the sooner you can get the word out the better.

Publish your press release on your website and social media channels to get the news out to your audience. The subject matter of the press release should be something new, of importance (or in other words, newsworthy).

Formatting

The formatting of a press release is simple. Thankfully it’s formulaic and contains the below elements:

  • Title
  • Opening
  • Body
  • Contact information

Always write in the third person (like a media company would publish). News releases typically begin with the city the news happened in and the date. Typically after the title (and centered on the page), news releases include “FOR IMMEDIATE RELEASE” to emphasize the urgency.

A great way to add more length is to include quotes. Unless you already have a quote, go ahead and write what you think the person would say generally about the news release subject. Before publishing, make sure they approve their quote.

With the end of the year being the busiest quarter of them all, we hope you have many reasons to write press releases! If done well, local news will pick the story up and help your business even more.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Stop Procrastinating!

procrastinating

Procrastinating: we all do it, and sometimes it’s just too easy to do. If this is a problem for you, keep reading for tips on how to make procrastination a problem of the past.

How to stop procrastinating: The first 8 steps

Did you know that procrastinating is largely an emotional issue? Thankfully, we are not our emotions and emotions can be worked on. Below are 16 steps to help you overcome this issue.

  1. Why are you procrastinating? Is it because the job is boring? Is it because you’re afraid to do it wrong? After you determine the reason behind the hesitation, consider the following solutions:
    • Delegate the task
    • Eliminate the task
    • Reframe the task
    • Restructure the task (so it’s easier)
    • Or just get started (we’ll cover more about this later)
  2. Remind what procrastination costs you. Write it down if that helps. Some ideas to get you started include time and money.
  3. Identify the story. A common excuse includes being too tired, doing it tomorrow, or that it’s not important. Most of these can be addressed with some self-discipline. Think of the excuse you’re making, and write down how you can overcome it.
  4. Rewrite your story. After you identify the excuse, it’s time to reframe how you think. For example, not having enough time can be translated to “I find and make time for whatever I’m committed to.” Affirmations can help here, also.
  5. Remind yourself why you are doing these tasks. Likely the reason behind tasks have to do with a larger vision.
  6. Know how you distract yourself.
  7. Explore (a little deeper) why you distract yourself. Accept it and move on (so you can recognize the distraction later).
  8. Record everything you do. Have you ever wrote down everything you do in a day? This way you have metrics behind actual work and things you do to distract yourself.

How to stop procrastinating: Steps 8-16

  1. Set a clear intent behind everything you do.
  2. Prepare your environment. Runners often lay their running gear by their bed the night before if they want to run in the morning.
  3. Start small. Big tasks will stay big if you don’t start chipping away.
  4. Create quick wins. By celebrating the small ones, you’ll form a habit.
  5. Just get started. In her book, The 5-Second Rul, Mel Robbins states that you have a 5-second window to take action before your mind talks you out of it. If you notice yourself hesitating, count down from five (and be sure to start before you hit 0)!
  6. Use your time wisely. Prioritize your most important tasks to be done first thing in the morning.
  7. Visualize yourself completing this tasks. Studies show, this works.
  8. Look for accountability. Tell a friend or a partner you want to have a task completed by a certain date. They can help you to stay focused.

Inspiration for this blog came from “Master Your Emotions: A Practical Guide to Overcome Negativity and Better Manage Your Feelings,” by Thibaut Meurisse.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Creating a Stress-Free Retail Store

Stress free shopping

First, let’s address the elephant in the room; stress. Shopping is stressful! We’ve said it once before and we’ll say it again—you’re not selling products, you’re selling yourself.

Did you know 70% of customers leave a store due to the interaction they had with an employee there? On top of that, one in three customers have said they’ve lost their temper in a store. And for even more icing on the cake 88% of customers have researched their product before they go to purchase it. Realize your store evokes emotions, and try your best to make sure the space, your employees, and yourself don’t trigger bad feelings.

To understand what triggers your customers, you must understand your customer base. Then you can tailor your brick-and-mortar environment to exclude these stressors. Who is your customer, and what are they looking for? Your customer base’s emotional needs will help you determine what shopping style they’re looking for.

Types of brick-and-mortar shopping experiences

Some brick-and-mortar stores offer an experience (think IKEA). A good example of this is Adidas. Some Adidas stores have a treadmill in them so customers can try shoes on. They even have fitness coaches to give advice on the best shoes for the customer’s fitness preferences.

Others want a quick and simple experience. If this is your customer base, automate as much as your store as possible. Make sure you have a robust website with updated product and speedy online response times.

Of course, you can always shoot for something in the middle. (Think classes for your customers who want an experience and as much automation as possible for customers who would rather avoid interaction). Whatever it is, we hope your customers think of you as a trusting, helpful, and enjoyable brand!

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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Cybersecurity Best Practices for Small Businesses

Cybersecurity image

We’ve blogged about it before, but it’s always good to return to the subject of cybersecurity. The reality is, every business is going to suffer a cyber attack. Each day your business goes without protection is one day closer to that happening. Check out the below to ensure your assets are covered.

Things to consider

Facebook was down for a total of six hours on Monday, October 4. If it can happen to them, it can happen to you too.

Something else to consider is your cloud. Currently, less than one-third of businesses monitor abnormal behavior across their cloud environment. More important than the cloud however, is your email. Currently, 94% of breaches enter through the email.

When looking to protect your digital assets, think of your enterprise wide system, and what you need to do to cover your bases. Check out some below tips for small business from the FCC.

FCC Cybersecurity Tips

  1. Train your employees. Make sure your employees know to use strong passwords, and the information below.
  2. Keep clean machines. Make sure you’re operating on the most updated software.
  3. Get a firewall. Also ensure employees that work remote have a firewall installed on their system.
  4. Backup important information. By this point, this is a given. But it’s always good to have a reminder.
  5. Create accounts for employees. This prevents use of business computers by unauthorized individuals (in other words, your children).
  6. Secure your Wi-Fi.
  7. Use best practices when it comes to online banking. Ensure your bank is using the most recent anti-fraud software available.
  8. Limit employee access. No employee should have access to all data. If you can, also limit what software they can download.
  9. Passwords/authentication. Currently, two-factor authentication is the safest way when it comes to securing your passwords.

If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.