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ON THE TELEPHONE The person who answers your company’s phone makes a first impression on your customer. Make it a good one with these winning tips.

Make the customer feel important. Focus on the call and be a good listener. Be genuine. It may sound crazy, but keeping a smile on your face will help the tone of your voice. Seriously! Make the customer feel welcome. Build rapport with phrases like, “Glad you called,” or, “Nice to meet you,” or, “Great to hear your voice.” Close the call with a lasting positive impression. The end of a call is just as important as the beginning. Use phrases like, “So glad we spoke,” or, “Look forward to talking again,” or, “Thanks for the call.” Nancy Friedman is a popular speaker and author of nine books on customer service and sales. Contact her at 314- 291-1012 or nancy@telephonedoctor.com or visit www.nancyfriedman.com 20

5 Reasons Your Business Needs a Blog Strategy Blogging generates leads. Imagine if your customer is searching for the answer to his question on Google and your blog shows up on page one. When customers google questions, your answers need to appear at the top of the page. Write down your top five most FAQs and turn them into blog articles. Blogging helps you stand out from the crowd. What is your brand’s personality? Is it inspiring? Witty? Sassy? Or, is it all serious business? Defining your unique brand voice through blogging can help you become a more memorable, authentic, and relatable brand. Blogging starts engaging conversations. Gain valuable insights and build relationships with your customers through blogging. Be sure to ask questions of your readers in

your blog posts. Enable comments and reply to them. Write in a friendly tone.

Blogs are your social media hub. If you are participating in social media, blogging is a must. Writing magnetic headlines that make people click is the key to success. Having a consistent bank of great blog content to post can drive leads directly to your website when shared on multiple social media platforms. Blogs can help you get more email subscribers. Always have a call-to-action at the end of each blog. A powerful example is to ask readers to subscribe to your email list for even more great content. Michelle Hummel is CEO of Web Strategy Plus. Contact her at michelle@webstrategyplus.com, visit www.WebStrategyPlus.com.

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