online-reputation-management

CONSISTENT BRANDING AND ONLINE REPUTATION MANAGEMENT

by BlogCommunications

online-reputation-managementYou’ve worked hard to build a good business and reputation, but how do you spread the word to existing and new customers? Are you being found online? Is your information consistent? Local SEO plays a role in helping businesses grow.

Through a new service offering, and by leveraging technology, the Edmiston Group can help you manage and maintain and consistent online brand and messaging. Think about all the business directories and online opportunities out there to put your business on the map. Be present, be consistent and be found!

Once people know you are out there, now you need to manage your online reputation! We help businesses preserve their brand and create a positive digital experience for new and existing customers.

Components of our service include:

  • We can integrate your business directly with 75+ business directories including all the top maps, apps, search engines, GPS Systems, social networks, and digital assistants, making it easy to update your business information in one fell swoop.
  • Know that you have control over how your business is promoted and listed over the entire web. You can continue to update and promote your business regularly with new services, imagery and/or special hours for holidays. Imagine if your business has to close last minute due to an emergency and drive relevant messaging. It would be important to let a potential customer know this as quickly as possible. You can ensure that updates are delivered immediately so your customers are always in the know.
  • With Reputation Management you can take control of your online reviews! Online reviews are necessary in today’s digital world and also help your businesses with local SEO if managed properly. Good third-party reviews help a business grow. People buy as a result of reading third party validation on service delivery. Being alerted to unfavorable reviews and responding to the customer before they go live is now an option. This service allows you to be proactive in making sure your online reputation is at the top of its game.

To schedule your online reputation evaluation, email [email protected]. We are offering a free audit of your current web listings and can demonstrate how it can be improved.

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

small-business-saturday

SMALL BUSINESS SATURDAY

by BlogCommunications

small-business-saturdaySmall Business Saturday celebrates and helps you discover small businesses. The Shop Small® movement began in 2011 and each year has continued to evolve and become a springboard for small businesses to leverage the holiday shopping experience.

According to the Small Business Saturday Consumer Insights Survey commissioned by American Express and the National Federation of Independent Businesses, in 2017, an estimated 108 million consumers reported shopping or dining at local independently-owned businesses on Small Business Saturday — generating roughly $12 billion in reported spending.

As shopping small catches on in communities everywhere, Small Business Saturday goes from a cause to a day of community celebration. In 2017, there were 7,200 neighborhood champions organizing shop small events throughout their local communities. These champions spread the word about shopping small and supporting local businesses and encourage fellow business owners to unite in a community effort to attract new customers.

If you’re an independent business owner, now is the time to think about how you can leverage Shop Small Business on November 24, 2018!

By garnering support from fellow business owners, you can save by:

  1. Combining monies in a coordinated advertisement. Participating business owners, share in the cost of a print ad resulting in larger ad size at a fraction of the cost.
  2. Branded marketing piece featuring event highlights. It is recommended that this piece is professionally created by a marketing specialist and cost shared. Then each business participating in the event will be sharing the same message.
  3. Coordination of branded social media imagery and messaging. For those of you who manage your own social media – a joint calendar of standard messages can be created and shared amongst participating businesses. Therefore, all participating businesses are sharing the same message.
  4. Leverage newsletters and email lists. Tell your customers what you’re planning and to save the date. With each business sharing the same information, your business reaches new audiences.

Perhaps you’re a service business and not a brick and mortar store. How do you leverage this movement? Find a group of businesses to partner with. Participate as a sponsor. Have a grand prize give-a-way and collect contact information for follow-up. Be a breakfast or beverage sponsor.

The Edmiston Group works with a number of small businesses. By leveraging the power of the #shopsmall movement and planning ahead, small business owners can compete. Social media has made has helped to level the playing field. Create buzz around your event and get shoppers excited to see what each business has to offer. Download your Small Business Saturday Marketing Assets today. Need help to plan and execute? Give us a call at 724-612-0755.

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

Welcome-emails-first-impressions-count

FIRST IMPRESSIONS COUNT

by BlogCommunications

Welcome-emails-first-impressions-countFirst impressions count and with 4th quarter fast approaching businesses want to make the most out of their customer contacts and how they view your brand. What processes to stay in touch do you have in place when you meet someone at a networking event, they walk into your office, or enter your brick and mortar store?

As part of your overall marketing plan, email marketing programs are very effective with many of the clients we work with. However, we have a process and customized Welcome letter when adding people to our newsletter list. But how about the first impression a customer has with your brand’s email marketing?

Have you put any thought into the type of experience you’re giving your customers or supporters when they receive an email from you for the first time? More often than not, those expectations will come from the initial experience that the reader had with your business or cause.

What is most often done wrong?

Welcome emails are the automated messages subscribers receive when they sign up for your email newsletter. These signups can be by way of text messaging or from a sign-up form on your website. When done correctly, business development people create a “pleasure to meet you” letter to add people they meet at educational or networking events. We typically like to include a headshot photo with the letter. How many times do you return from an event with a pocket full of business cards, yet can’t remember what the person looked like?

Because the welcome emails are automated, most email services provide stock content for businesses to put into them, but this isn’t reflective of your business or brand. Unless you take steps to change the content and brand, many business owners don’t even know what the first experience they’re providing their readers looks like.

With the average open rate for a welcome email is between 50-60 percent, it sets the stage for low expectations for upcoming emails. Make sure your Welcome Email delivers a fantastic first impression, is written in your words so you can establish strong relationships. It’s your opportunity to introduce your email marketing and reintroduce your business or nonprofit to your target audience. Make sure it’s written in your words and that it reflects the personal experience you plan to provide your readers.

Here are four things Your Welcome Email must do:

  • Reaffirm they made the right decision – thank them for subscribing or tell them it was a pleasure meeting them. Assure them that you will protect their information.
  • Inform subscribers what to expect in the future. Our message for the Edmiston Group is:
    • We will send you information to help you brand and grow your business, with a focus on:
      • Marketing
      • Business Development
      • Strategic Planning
      • Public Relations
  • Make sure future emails get through. Ask to be white-listed and add your business to their trusted contact list.
  • Personalizing your Welcome Email will not only improve the first impression you’re able to make on your readers, but it will also help set you apart from your competition.

By avoiding static and un-engaging messaging, you’ll be providing an experience that will shape the way customers and supporters think of your brand.

Don’t miss out on the value of First Impressions in your Welcome Email. Have questions, email or give us a call at 724-612-0755.

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

Hosting-a-business-event

Why Should My Business Host an Event?

by BlogCommunications

hosting-a-business-eventAmanda Becker our guest blogger, shares how businesses can benefit from hosting events. Events can be part of your business strategy, overall marketing plan, and social media execution.

Why Should My Business Host an Event?

Oftentimes when I tell people that I am an event planner, they kind of give me this look and then ask me a question related to weddings, like “Is it difficult for you to deal with bridezillas?” Yes, I’m sure it is, but I decided that my company would not plan weddings, but events for businesses and charities instead. I enjoy helping organizations to reach their goals. After I give that response, the majority of business people tell me, “Oh, that’s nice. My business doesn’t host events.”

My response to that — “Why not?!”

There are so many reasons why events can be a fantastic business opportunity!

One of those reasons is to increase your foot traffic, or your web and social media traffic. Now, there are lots of ways to market your business, which I realize, but hosting an event is definitely something that you should consider. I am working with a client right now that has doubled their foot traffic since we announced their event! The event has not happened yet, but just since we announced it, they have had twice as many people come through their doors than they normally would have at this time of year. These people are coming in and making it clear that the event intrigued them. They’re saying things like, “Hey, I saw your sign, what’s that event all about?” or “Hi, I saw something on Facebook and I’m interested in being involved.”

Customers are coming in and purchasing things, getting to know the employees, and learning more about what the company does. They are leaving their contact information and are asking to be added to the company’s email list so that they can learn more about the event. The event that we are producing at their business is going to bring in at least 50 people that have never been there before, but that doesn’t necessarily include all of this foot traffic leading up to the event. Their web traffic has increased, as people are going to their site to learn more about the event, and their social media has reached thousands more than it had in the past. This is all because of their upcoming event! It’s a new event and they are already planning to make this an annual thing because of the obvious benefits to their business.

This same event for this same business has provided an opportunity for the company to reach out to its current list of customers at least four times via email, and at least one time each with a personal phone call. The customers are then thanking them for calling! When is the last time your customer thanked you for calling? They’re saying things like “I’m so glad you told me about this upcoming event,” and “thanks so much for inviting me”.

Some other reasons you should consider hosting an event:

  • Educate about your industry and provide value
  • Generate leads for new potential customers
  • Celebrate a milestone like a grand opening, anniversary, or new product
  • Employee engagement or team building. Did you know employees who are engaged make 2.5 times more for the company than employees who are not engaged?
  • Employee appreciation
  • Support a charity or cause
  • Customer appreciation

Let me know if you’d like to talk more about making an event or multiple events a part of your business strategy. I’d much rather work with you and your business than a bridezilla, and I’m sure at least one of the things on the above list could benefit your business!

About the Author: Amanda Becker is the owner of Appleseed Events. With years of experience in hosting events, both corporately and in the nonprofit sector, Amanda is fluent in handling all the details. She enjoys working with people and is exceptional at executing to provide a positive event for both the organization as well as the attendees. Named the 2015 Young Professional of the Year by the Pittsburgh North Regional Chamber of Commerce, Amanda has an extensive network of local contacts, and excels at connecting people to others to help them reach their goals.

Effective-Habits

Stop Putting Out Fires and Create Effective Habits

by BlogCommunications

Effective-HabitsAre you busy putting out fires in your business? We all have issues that come up in our daily operations. As a business owner, there is always that constant pressure to improve the bottom line. So where do you draw the line and put processes in place to market your business? If you’re too busy working IN your business, there is not the time to work ON your business.

For many business owners, they are great at what they went into business for but figuring out how to market their business is daunting. You know you need to market your business, but how do you know the best way to get your name out to new customers? I hear time and time again – “People don’t know we’re here.” Marketing seems labor intensive, expensive, and like something to tackle down the road once a business is better established, but the reality is now is the time to be marketing your services.

Planting the Seeds

A recent Constant Contact survey found that nearly two-thirds of small business owners (64 percent) are focused on increasing revenue and/or sales while a quarter (25 percent) identify making a profit as their biggest business challenge.

You can create habits and processes that will play a key role in driving business growth. It’s the strategy and the plan that can take speaking events and convert attendees into your mailing list. Consistent messaging and touches to this group of individuals can result in new prospects and potential clients that are regularly being added to your mailing list.

Set goals with measurable results and consider picking up the phone to call a prospective client versus always sending an email. Use different forms of communication such as instant messenger in social media platforms.

Identify “Small Marketing” Tasks and Execute

Break larger tasks into smaller pieces. Take one important marketing task, something you need to do consistently, but that you find yourself putting off, like calling prospects or sending an email newsletter, and break it down into smaller steps. Put the task on your calendar and mark it off when done. I personally like Asana and can break my task into smaller steps and check off when that task is done. I try and complete daunting tasks early in the day, so I can get them off the list before interruptions of the day begin. Working with numerous clients, I can color code various tasks for the day per client. Planning is key.

The Building Blocks of Marketing Strategy

Blend the small marketing action with a process and determine how you will implement the action Can it be made it easier, faster and better; or better yet, can the task be automated?

  1. Automate it. One of the easiest ways you can create marketing consistency for your small business while gaining valuable time to invest back into your business, is by automating the action. If email marketing is your focus, the click segmentation coupled with an autoresponder series, allows you to send personalized emails your customers want to receive. I use this tool when networking to grow my newsletter lists. My clients use this process following a tradeshow or special event.
  2. If You Aren’t Measuring How Do You Know If It’s Working? Measuring your actions will enable you to see what’s working and adjust accordingly. Measuring can come in many forms – analytics on a website, coupons redeemed from a print ad, calls received on a dedicated phone line, engagement on social media or reviewing reports in your email marketing program. Don’t just market…measure the results!
  3. Marketing Your Business is NOT a ONE and DONE! Little things done consistently can make a difference. Remember to not only repeat the initial tiny action, perhaps daily over weeks at a time but also the process of making a big challenge smaller. Any action, no matter how small, can be transformed into a positive habit and drive real results.

The key is to start somewhere and keep pushing forward with small and purposeful steps. There is no magic fairy dust to make every marketing activity a success, but consistency in your brand and messaging can create a powerful momentum.

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

emotional-selling

Emotional Selling

by BlogCommunications

emotional-sellingEmotions drive most of our decisions, and that includes what we purchase. Nearly a third of advertisers report success from emotional campaigns, double the amount of those who report success from rational campaigns. From the smell of freshly baked cookies triggering memories of hanging out at grandma’s house to a hysterical blog post making a reader like a brand even more, when an emotion is triggered, it nudges someone closer to or farther from the direction of a brand.

Being in tune with your customer’s wants and needs afford business owners the opportunity to bundle products. For example – buy a backpack and get a lunchbox at half price or grouping a free dessert with the purchase of an entrée and a beverage. We see it all the time, but as a business owner, we need to be careful we’re not giving away the store to win the sale.

Considering content marketing’s purposes include forming a connection with consumers that inspires trust, turns them into a lead, and might even spark a sale, the more brands can humanize their content, the more likely they are to incite an emotion that fosters a relationship between consumer and brand. If you’re not connecting with your customers how do you know what they want?

With Bissell Eye Care, the practice gives away a free book to children 7 and under who get glasses for the first time. They understand the how a child feels the first time they receive glasses and have partnered with a local author to supply a resource to the child and their parent.

A professional consultant often will provide a free phone consultation or an initial assessment at no charge. The consultant is willing to offer time to a potential customer in order to establish trust and begin developing a business relationship. Sometimes consultants provide a good better best program – offering tiered services with each service level.

Service bundling can also be offered through multiple businesses. For example – a chiropractic group can partner with a fitness facility each offering a package to their prospective members. Be certain of the business partner’s reputation and service capabilities before opening up your own customer list.

Bundle business for higher revenue. Keep close attention to your financials when bundling to be certain you aren’t giving away the profits. When partnering with a complimenting business, be sure they have as solid of a reputation as you do! Get creative, bundle your services and grow your business!

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

thought-leader

Thought Leader or Sales Pusher?

by BlogCommunications

thought-leaderBusinesses are seeing a value in being a thought leader. When done correctly, becoming a thought leader, an individual who drives innovation and new ideas in a given industry, is a valuable path for any professional. But there is a difference between expressing an opinion and always trying to push a sale. Thought leaders are popular, well respected and connected enough to drive real value to their respective businesses.

Consistency is key in establishing yourself as a “thought leader.” Identify the specific area(s) in which your company truly has the expertise required to become a thought leader. What expertise does your company have that none (or at least few) of your competitors have? That becomes your value proposition and should be what you key into. You may be good at various things, but you’re probably best known for only one or two.

Stay abreast of trends in the marketplace. These trends will be different depending on the type of business you’re in. What is the common denominator between your areas of expertise and these trends? Understanding the connection will help you join the conversation in a meaningful way.

Know who your target audience is, where their pain points and concerns are, and how you can solve their problems will bring value to the table. You can’t go to school to become a “thought leader,” nor can you complete a one-off program and earn some kind of certificate or formal recognition as such. Instead, you must implement a series of ongoing strategies, refine your skill sets and expand your professional connections consistently. In order to do that, you must hang out in the right places to be sure you’re networking with your target audience.

Understand your platform by defining the appropriate channels. Do you have a blog on your company website? Do you have a social media presence and/or an electronic newsletter? If you are a B2B company, LinkedIn posts by your thought leadership spokespeople might be a good way to reach your target group and ultimately new customers. But remember – personality and passion are key to your success. If the content is too dry, salesy or technical it is unlikely to attract an audience. Be a problem solver, not a sales pusher.

Consistency is key. Define a schedule and stick to it. Don’t jump into many platforms just to say you have an account and not be active. Pick 1 or 2 and do them right. Whether you decide to go for a blog, a vlog, a podcast series, or a series of LinkedIn posts, you need to commit to developing and releasing new content consistently. Becoming a thought leader doesn’t happen overnight, but rather builds as new content is released. Stay focused and keep building the relationship with your readers/viewers/listeners. Audience engagement isn’t one-sided. Don’t forget to keep an eye out for feedback and respond quickly to ensure that you keep the conversation going!

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

creativity-for-business-owners

Creativity for Business Owners

by BlogCommunications

creativity-for-business-ownersAre you finding it difficult to be creative when it’s summer? Are sunshine and fun hampering your creativity? Perhaps you’re convinced that you just aren’t the “creative type” to begin with? Hey, not everyone gets all the good genes.

With some effort and practice, creativity can be learned. The key is in the planning. Do you create “To Do” lists and follow them?

Do you have a yearly marketing plan in place that helps to spur ideas? If not, feel free to download our 2018 Marketing Calendar with dates, events and marketing ideas to grow your business.

Here are some tips to keep the creativity flowing.

  • Be still…Give Yourself Time and Space. Thirty minutes a day to be still will allow thoughts to flow.
  • Engage in brain dumps from your head to paper. These don’t need to be complete paragraphs but rather thoughts and ideas. You might be surprised what quiet time can unveil.
  • Technology overload – minimize distractions. Put the social media to the side and turn off email while you work on your project.
  • Prioritize your projects and don’t let distractions get in the way. Tackle new projects first thing while you’re fresh. here’s a saying, “If you have to swallow a frog, don’t look at it too long. f you have to swallow more than one frog, swallow the big one first. (source unknown) Tackle big projects when you are fresh.
  • Attend a seminar or take an Online Course. Have an interest in a particular topic that you want to explore? Online training sites like Udemy offer over 80,000 low-cost online courses you can take in a variety of subjects.
  • Learn new things and open your mind to new ideas and possibilities.
  • Do You Doodle? Why do you think adult coloring books have become so popular? It brings out your inner kid and allows you to be creative.
  • Keep an Idea File with you. Your smartphone can easily store notes and ideas.
  • Find Friends. You become like those you hang out with. Surround yourself with creative people who get excited about new ideas – business owners, artists, creatives, writers, web designers, etc.
  • Make Time for Exercise – I personally struggle with this one! Exercise reduces stress and clears the mind.
  • Read from a variety of sources…books, magazines, journals and blog posts.

New behaviors can become automatic through the process of habit formation. There is a simple process to Developing Good Habits:

  • Identify the habit. …
  • Make the decision, and then the commitment, to change. ..
  • Discover your triggers and obstacles. …
  • Devise a plan. …
  • Employ visualization and affirmations. …
  • Enlist support from family and friends. …

Remind yourself that creativity can be a learned skill. Schedule in some time in the coming weeks to try out the strategies above. Feel free to share your creativity with us!

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

Online-Business-Reputation

Reputation Management

by BlogCommunications

Online-Business-Reputation

How often do you check on your online business reputation? If you are looking for a particular service, how many times do you see a question posted on social media, “Do You Know a Good….?” Whether a potential customer knows the third-party referral or not, they check out a referral for online reviews. When using apps such as Yelp, Groupon or Travelocity – do you read reviews before making a purchase? Many potential customers do.

All businesses no matter what size or industry must be concerned about what their customers are saying about them. Whether you are a business consultant or have a restaurant, spa, dental office, pet supply store or any other kind of business to consumer business, you need to diligently monitor reviews, comments on social media, and other content that affects your reputation.

When posting on social media, do you stand on the fencepost of neutral, particularly when it comes to politics and religion? Are you careful that ads are not insensitive? A thoughtless tweet or post can put your reputation in a downward spiral.

Google Alerts are a great way to manage your online reputation. By using this tool, you are able to monitor your online reputation. I have alerts set up for my name and business name. By claiming your business on Google My Business and Yelp, it allows people to both review and find you.

What recourse do you have when someone posts a negative review? The key is to not ignore it. A negative review can be a result of a bad customer experience or in some cases, unscrupulous competitors can target your online reputation. Always respond with an apology for the experience and don’t get into an online argument. Take the conversation offline in a private message format or better yet, if you have a phone number, pick up and phone (yes it still does exist) and call the customer and apologize. In some cases, you can dispute the online review with the provider and point out that you have no record of a customer’s order – especially if you suspect unfair ratings from competition or a former employee.

When people take the time to write a review, thank them for their review. Acknowledgement for positive feedback shows your fans that you appreciate their feedback. Building an online reputation is work. A business can be proactive in asking for reviews, engaging on social media and focusing on good customer service.

Building an online reputation is a marathon endeavor – not a sprint. It’s a partnership between the business, their employees and ultimately the customer. Your customers will ultimately determine your online reputation, but as a business owner, you can do your part to train your staff and deliver stellar customer service. Be realistic, mistakes happen, but acknowledge them and take steps to satisfy the customer. Adjust operational procedures to ensure that mistake doesn’t happen again.

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.

Business-is-Business

What Does “Business is Business” Mean?

by BlogCommunications

business-is-business

When you hear the term “Business is Business” what do you think of? According to the Macmillan Dictionary “business is business” spoken used to say that profit is the most important thing to consider and “we can’t afford to employ someone who isn’t good at the job.” Webster dictionary states, “Business is Business” means that in order for a business to be successful it is necessary to do things that may hurt or upset people, such as “I’m sorry I have to let you go, but understand that business is business.”

As a business owner, I agree it’s necessary to make a profit, but are you always taking into account those that have helped you along the way – for instance vendors. There’s a fine line between being complacent and forgetting the service you received from a vendor during lean times as things turn around and business is booming.

Let me give you two examples of ‘Business is Business’ a salesman recently shared with me.

  • A Bible Camp brought in a young Director of Operations in 2018. For many years, during the history of working with the camp, this food vendor and salesman helped keep the camp open during lean times by extending credit, donating food, providing guidance in menu selection and by working with his food suppliers to offer sales on various products. In other words, the salesman serviced the Bible Camp. When items were missed by the Bible Camp when placing a food order, the salesman took calls after work. He also delivered product himself that was missed being loaded on the delivery truck order so the camp didn’t run short on food. The chef he worked with for years was heartbroken, because he knew from prior experience other salespeople from another food company wouldn’t service him as he had been served. The Director of Operations could only see the bottom line and didn’t take into account the affect this would have on the quality of food they served the campers nor the service he received from the salesman. It didn’t matter the company had stood by this camp during difficult times. The only important thing was to buy cheaper and serve a lesser quality of food and his statement to the salesperson was, “Business is Business.” After all…he wasn’t the chef preparing the food – his only thought was making a profit.
  • A second occurrence this salesman encountered was with a new restaurant owner. This particular person had never owned a restaurant and the salesman sat with him for hours reviewing menus, helping with operations guidance and suggestions for food specials. After a number of months, business was going great and long forgotten was the time spent teaching this restaurant owner how to run a restaurant. I would say this goes above and beyond customer service. The owner then decided to shop around for a low-quality product and began switching some of his order to another food vendor. Again, long forgotten were the hours of time spent teaching him how to run the restaurant. The restaurant manager who placed weekly food orders was so upset, he refused to give the salesperson their food order and told the restaurant owner he would have to look the salesperson in the eye to tell him he was using other vendors. The owner’s response to the salesperson was “Business is Business.” When the owner was asked by the salesperson what the phrase meant, the owner couldn’t answer him. The following week when the salesperson went in for the order – it was left on the owner’s desk as he chose not to tell the salesperson what his meaning of “Business is Business” was. In the weeks that followed, the competitor has begun raising prices on numerous items and the business is coming back to the salesperson.

As a business owner, we want to create “LOYAL” customers. The cheapest way is not always the best way and you find out all too late, the service you took for granted isn’t always there. As you switch to something with lesser quality, you may find out your clientele will know the difference and decide “Business is Business” as well and take their dollars elsewhere. So my question is… “Are you “Loyal” to those who have helped you along the way, or doesn’t that mean anything in today’s business market?”

About the author: Autumn Edmiston is the CEO and owner of the Edmiston Group. The Edmiston Group is a multifaceted Pittsburgh based marketing consulting firm providing senior level marketing management services to businesses and non-profit organizations on a short or long-term basis. Core areas of service are business development, marketing, strategic planning and public relations. The Edmiston Group has consistently delivered and implemented real-world, proven business marketing ideas and strategies for business.