4 Hidden Gems in Your Customer Lobby Account

October 8th, 2015 By Brinda Lee

Hidden Gems

Our Member Services Team spends A LOT of time talking to our customers. They answer questions, they help configure accounts, and they educate about the great things our service does. However, our entire team has noticed that a few Customer Lobby features are often neglected – even when we tell people about them!

So here they are, 4 “hidden gems” within our service that our Member Services Team wished more customers would take advantage of:

1. Appointment Requests

Did you know that we can put a button on your Customer Lobby reviews page that allows your customers to request an appointment with you? Well, now you do.

This feature adds one more great place to allow your customers/leads to contact you. When they submit a request, it is automatically emailed to you so that you can contact that potential customer and set up an appointment or estimate.

Our customers who use this feature love it – and for good reason. Capturing information quickly and efficiently (when the potential customer reads your reviews and is convinced of your great service) makes it that much easier to gain new revenue.

2. Private Feedback

Every time a customer leaves you a review with Customer Lobby, they have the option to leave private, unpublished comments. Not every reviewer takes advantage of this, but some do. However, we have noticed that many of our customers never check that section of their account.

Here’s how to access it:

  • Go to your left sidebar
  • Click “Reviews”
  • Select “Feedback”
Here’s how to find private feedback your customers have left for you.

Here’s how to find private feedback your customers have left for you.

Remember, it’s important to listen to what your customers are telling you – and here’s an additional way to do so.

3. Negative Review Support

We offer all our customers (and even non-customers!) free support when they receive negative reviews. Not only will our Member Services Team talk to you about your management options, they will also help you draft a response!

We take authentic, customer reviews very seriously, and we want all of our clients to feel supported when responding to less than positive feedback. If you are worried about a review, give us a call.

4. Direct Connect

Direct Connect is custom software we build to automate our customers’ reviews process. We directly connect into your invoicing software, and when a customer transacts with you we will automatically send them a review invitation.

Not only does this get you WAY more reviews than before, but it also saves you time. Now you don’t have to upload every customer you want to contact. Worried about the automated invitations? Turn that portion off – that way customers will be preloaded into your account, and you can choose which ones to invite (however, we strongly suggest inviting everyone).

We currently support over 70 invoicing systems. If you have a system we don’t connect with yet let us know. We want to support every customer we can.


We want to make sure we offer stellar support to all our customers. If you need help navigating your Customer Lobby account, call our Member Services Team (866-718-9549 ext 3). They can walk you through your features to make sure you are getting the most value out of your account possible.

Comment »

5 Time Management Tips for Service Businesses

October 1st, 2015 By Brinda Lee

Time Management

If you’re anything like many of our customers, you’re busy. Each morning you wake up and get ready for a full day’s work. Often, little to none of that time is spent inside an office. Instead, you are directing and managing your team, doing work in the field, or overseeing your shop. Perhaps, a few days a week, or a few hours a day, you steal back into the office to check over invoices, look at incoming emails, and respond to customer requests. You’re a time ninja – doing amazing things with little time left to spare.

With such an on-the-go schedule, how can you maximize your limited office time? Here are 5 time management life-hacks to make sure your office responsibilities run as efficiently as possible:

1. Utilize Email Filters

When I first get into the office and open my email, I want to read everything I’ve received. While most of my received emails are interesting (and some of them are even important), I don’t need to dedicate the first part of my morning to this task.

Does this happen to you? It probably does.

I bet that if you haven’t set up adequate email filters, you could be spending up to an hour sorting through and reading email before you get to the bulk of your work.

Instead of using precious, undisturbed morning time to email (or precious late night time depending on your schedule), learn to filter your inbox. I have various folders that emails automatically get sent into (bypassing my inbox), which I then deal with at appropriate times of the day. This minimizes email temptation.

Filters aren’t just for spam. Use them for all recurring types of emails that aren’t urgent – for me that might be recruitment emails, or employee scheduling requests.

Here are some filter resources:

2. Automate everything possible

What’s better than doing something efficiently? Not doing it at all. If there are any tasks that you routinely do that do not require your specific expertise, consider automating it. This can even extend to customer relations (<- video).

Learn to appreciate your unique skill set and honor your time. Many services automate various office tasks, so take some time to research what you would be able to delegate to a 3rd-party automation service.  

3. Create a to-do list BEFORE going into the office

It’s easy to get into the office, see a pile of paper, and get sucked into small tasks. Hours later we look up and realize that we haven’t accomplished the most important tasks of all.

To avoid this, write a to-do list BEFORE coming into the office. This will keep your mind on task and in check.

4. Focus on one task at a time

Speaking of focus, it’s important to keep your brain on one task at a time. But what about the all-important skill of multitasking? Overrated. Do one thing at a time, focus intensely, and do it well.

Productivity will go up, and stress will go down when you have clear focus and dedicated attention.

5. Use only one program/notebook to organize

Do you ever find yourself frantically looking around for that all-important note that told you exactly how to do the one task that you need to get done RIGHT NOW? I have. Now, to avoid those panicked moments of adrenaline and self-loathing, I keep everything in one place.

If one system doesn’t work for both notes and to-do lists, separate those functions out. But be consistent.  


While each of these tips seem simple at face value, they combine to create an extremely disciplined and focused office strategy. Value your time, focus your energies, and create an organized, automated structure to support you. Pretty soon you’ll level up your time-ninja skills to pure wizardry.  


Comment »

Engage Employees to Boost Customer Satisfaction

September 24th, 2015 By Brinda Lee

Engage employees to maximize

Personalized marketing, engaging social media campaigns, and active customer service programs can all be essential to keeping customers happy, but don’t forget where customer service starts: employees. Your employees are the face of your business – quite literally. And if you don’t have happy employees, chances are you won’t have happy customers either.

According to HubShout, 86% of consumers stop doing business with a company because of bad customer service. So what to do? Start investing in your employees – and it doesn’t necessarily need to be strictly financial.

A great place to start is to think of your employees as Internal Customers. After all, without them, you probably wouldn’t have a business (unless you’re a one man/woman show, in which case, start prepping for the future!). As Internal Customers, many of the same customer service rules apply. Engagement, satisfaction, and happiness are where it’s at.

Here are 3 strategies to keep your employees happy and, by extension, create a positive customer service experience for all your customers.

1. Create clear and attainable goals

Employees without clear goals and priorities find it is easier to disengage from work. With a target in place, employees quickly understand what they need to do and take pride in attaining the mark. Without goals, an employee can easily slip through the gaps and maintain bad or mediocre service – even if they are clearly capable of excellence.

Create goals together, and regularly check in and provide support to ensure your employees are hitting their objectives.

2 Outline an advancement plan

The second step to keep employees engaged is to make sure there is room for advancement – both financially and hierarchically. Take an interest in each employee individually, and come up with an advancement plan together. This gives the employee joint ownership and responsibility of their own promotion. Additionally, this provides motivation to stay engaged and on task.

Make sure to set realistic expectations. Transparency is key. If your business doesn’t have availability for promotion financially, clearly state that. Instead, find other creative ways to reward your employees – special projects, paid days off, or paid training.

3 Allow autonomy

By creating clear structure to a job, and regularly checking in, both you and your employees will know what is expected. This means you can step back and allow them to have autonomy in their position. Nothing kills motivation like micromanagement. Give your employees room to breath. Trust your employees to do a good work, and they will appreciate the autonomy and take ownership over their own job.

While most business owners worry extensively about customer satisfaction, many forget that all customer relations start with employees. Take the time to make sure you are treating your Internal Customers as well as every other customer you have.


6 Creative Ways to Leverage Customer Reviews

September 17th, 2015 By Brinda Lee

Celebrate Customer Reviews

At Customer Lobby, every time we get a positive review we celebrate. We glow for the rest of the day. Knowing that your hard work pays off for your customers in meaningful ways always feels great. In order to keep that glow going, and gain a loyal following, here are 6 ways to get the most out of positive reviews.

1. Use Reviews in Online Ads

Aimee Millwood, on Social Media Examiner, wrote an article about using customer reviews in Facebook ads. A great DIY Facebook advertising article on it’s own, it makes such a compelling argument that it would be worth it to try this in other forms of online advertising as well. While great copy and compelling images can do a lot to attract attention, well placed social proof takes your ad to the next level.  

Tip: Running Google Ads? Here’s a help article outlining how to highlight third-party reviews.

2. Create Videos Highlighting Employee Achievements

Customers often mention specific employees by name. Not only does this make your business look great, but it’s a well-earned pat on the back for your employee. This is a great time to showcase a review as much as possible – because it’s no longer just about you.

A fun way to get the most out of these types of reviews is to make a short video.

Some ideas:

  • read the review directly to your highlighted employee and film their reaction
  • have the highlighted employee read the review directly and/or tell the story behind the great review
  • do a short thank you video directly to the customer from the highlighted employee

While this may take a bit more time than some of the other options on this list, it can be well worth it. Videos and video links boost SEO and drive customer engagement. This gives your business a big boost in personality and accessibility to your customers.

Tip: Free (and paid) services like Wistia can help you host/edit videos for your business.

3. Include Reviews in Marketing Collateral

In addition to adding reviews in online ads and creating videos, use customer reviews in other marketing collateral. Sending a mailing? Embed customer reviews. Creating a flier? Include customer reviews and where to find them online. Own your customer feedback. Even a negative review can end up as marketing gold.

When we send targeted Postcard campaigns for our customers we always include snippets of their great customer reviews. It looks slick, shows social proof, and builds interest. Consider following this practice in all aspects of your marketing efforts.   

4. Start Conversations on Social Media

Sometimes customers provide feedback of epic proportions. Maybe you helped them out of a dire plumbing situation, or rescued them while they were stranded on the road. When they write reviews about these experiences they are worthy of more attention.

Did a customer have a particularly compelling story in their review? Or did they mention a funny tidbit of information? Share it on your social media sites, and ask if others have had similar unfortunate, yet salvaged experiences. Make sure to thank your customer and be tactful with the type of information you share.

5. Generate Blog Posts

Do your customers talk about certain aspects of your service or product often? That probably means other potential customers would like to know about this information as well. Read all your customer reviews, and then take the opportunity to write up interesting articles that explain those products and services. Remember to link back to your great reviews.

6. Direct Product Feedback and Development

In our reviews, customers often talk about ease of use and the dissemination of their reviews across the web. Whenever we roll out new products, ease of use remains our most important feature. And we are constantly trying to find new and better ways to get our customers reviews around the web.

Reviews like this one help us focus on what our customers love most about our service.

Reviews like this one help us focus on what our customers love most about our service.

What do your customers value? Find out by listening to what they say in your reviews. What do your customer talk about when they praise your service? Take this feedback into consideration when making decisions for your business.   


Though customer reviews are incredibly valuable as marketing material, they often remain one of the most underutilized tools. However, proper management will increase engagement and build loyalty with your customers. With some creativity and minor adjustments you can begin to truly get the most out of your customer reviews.


5 Articles to Step Up Your SEO Game

September 10th, 2015 By Brinda Lee

Step Up Your SEO Game

SEO. Three letters that induce varying degrees of excitement, loathing, fear, hope, and complete confusion. Almost all service businesses know that they need some type of SEO (search engine optimization) strategy for today’s internet-driven world. However, deciding how to approach this subject, filled with so many voices and varying opinions, can be daunting.

With this in mind, we’ve collected 5 articles that do a great job of laying out some awesome SEO strategies. Some are more technical than others, so each article has a synopsis to give you an idea of where you want to start. Hopefully this will shed some light on a subject so often veiled in uncertainty.   

1. Top-3 Local SEO “Content” Wins for People Who Hate to Write

Often as a small to medium sized business owner (or marketer), you juggle too many plates to really have time to focus on a company blog. But you do want to have content available for your customers. If that’s you, start here.

This post does a great job of simply and quickly outlining some great steps for you to follow. Focus on small wins first – it will eventually snowball into larger strategies.

2. 5-Day Plan for Improving Your Local SEO

While the title of this post is a little misleading (it will probably take longer than the promised 5 days), it’s still golden advice. If you are serious about increasing your visibility online, read and apply everything in this article.

3. 3 Growth Hacking Strategies for Bloggers to Quadruple Their Blog Traffic without SEO

What!? It says right in the title, “without SEO.” I know. But this blog focuses on driving more traffic to your company, which is the reason you are interested in SEO at all.

If you have a company blog already, but you can’t seem to build interest or followers, this is the post for you. In 3 clearly outlined steps, with incremental steps in between, Anil Agarwal lays out how to squeeze the most out of your content.  

4. The True Cost of Local Business Directories

SEO experts frequently talk about the importance of listings in Local Business Directories. But which ones? And how worth it are they? Kristi Hines on Moz Blog will tell you.

5. 22 Local SEO Tips and Tricks for Small Businesses

While 22 tips might seem a bit overwhelming, this post does a great job of quickly summarizing them to move you right along. Great place to start a site audit or get more ideas for optimizing your online presence.


The internet abounds with information about SEO. Hopefully these articles will give you a solid understanding of how to up your SEO game without getting blacklisted.

P.S. If you’ve ever thought – “What’s the deal with long-tail keywords?” – check out our blog post clarifying the strategy behind using long-tail keywords for your business.

Comment »

Storytelling Tips for a Better Brand Story

September 3rd, 2015 By Jasmine Reynolds

storytelling tips better brand story


“Too many brands treat social media as a one way, broadcast channel, rather than a two-way dialogue through which emotional storytelling can be transferred…For a truly effective social campaign, a brand needs to embrace the first principles of marketing, which involves brand definition and consistent storytelling.”
– Simon Mainwaring, Award-winning branding consultant


 To Sell a Service is to Tell a Story

Stories have the power to connect all kinds of different people to a singular experience. This is powerful for marketing. No matter what you’re selling, who you’re selling it to, or why you’re selling it, you have to tell a story. This is how you truly stand out and capture the customers your business needs. To do that, you need a brand story.

Thankfully, it’s easier than it sounds because guess what? You already have one! A brand story is how customers perceive you. Your branding includes, but is not limited to, your logo, the colors you use, your website, the website’s copy, the header image on your Facebook page, your Tweets, your reviews–everything they’ve come across with your business’s name attached to it.

You can take control over how customers perceive you. Your brand story will underscore your entire web presence. This is more than just marketing materials. You will engage with your customers on a personal level.

There are many directions you can go in telling a compelling brand story. What I will focus on here is how to tell a story of trust. It’s a valuable asset for a service-based business. Potential customers will choose a service they can trust in their home or with their vehicle. And that trust will make them more likely to return to you in the future.

Share Your Character

Every story needs a character. The character of your brand is your company. Write a compelling company origin story. Highlight moments that have emotional or cultural meaning.

Also consider looking at your customer feedback. Look for definable attributes used to describe your service. These are your company’s “personality traits”. Take those highlighted traits and skills and utilize them for your brand story.

Questions to consider:

Who is your business and where did they come from? What are some the definable attributes customers associate with you already?

better brand story steven spielberg

Share Your Process

One of the unique characteristics of service-based businesses in comparison to product-based businesses is consistency. You can’t replicate a service exactly the same way you would replicate a product. You can still confidently ensure customers that you provide quality service.  When crafting your brand story, you want to communicate how that process will always deliver results.

Some brands choose to romanticize how their product or service works. When you go to the website of a carpet cleaning service, they will likely display bright, high-quality images of families and their pets lounging on freshly cleaned carpets. That’s romanticizing your service.

Focus on your strengths but give meaning to your brand’s weaknesses as well. Old Spice adopted a new marketing campaign in recent years to attract a younger customer base. They advertised the strength of their product but also acknowledged the weaknesses that could prevent a desired demographic from considering them.

Think about the perceptions your potential customers could have for the type of service you provide and use them to your brand’s advantage.

Questions to consider:

What are some of the perceptions potential customers have of your service and industry? Can your brand benefit from standing with or against this perception? What are elements of your process that can complement your brand story of reliability?

Your Story’s Resolution

Crafting your brand story is an ongoing process. It will involve input from every level of your business from sales to technicians to customer service. It will involve having a style guide and records of how to properly carry the brand everywhere someone takes your business.

Customers bring their own unique experiences to your business but your brand story will give you something to connect with them.

Below are some tools and resources you may find helpful to further craft an engaging brand story:

26 Universal Questions for Positioning Your Brand (and Creating Your Brand Story) – Marketing Profs

The Beginner’s Guide to Online Marketing: Chapter Three – Tell Your Brand’s Story – Quicksprout

The First Step to Understanding Your Customers: Listen Up! – Customer Lobby

10 Things Customers Love About You –  Customer Lobby

Positioning-Roulette web-based app for brand story crafting

Comment »

Learn How to Communicate Effectively with Customers

September 1st, 2015 By Brinda Lee

Customer Communication

You’ve just finished a job for a customer. It’s perfect. You’re tickled pink by the way it turned out. As you show your favorite customer your work with pride, you notice a certain disgruntled look. Oh no. Somehow this is not what they were expecting. You just became the newest victim of Miscommunication (and so did your customer!).

It’s tough to be misunderstood. And it’s even worse when it’s a customer you care about. In difficult or important moments, how can you be sure you are communicating effectively? One great way to make sure your customer understands you is to target their learning style.

Use Learning Styles to Enhance Communication

Most people learn best using one of 3 learning styles. Make sure to use all 3 styles when communicating with customers. That way no matter what learning style someone has, you can ensure they understand your service.  

1. Visual

  • Visual learners need to see what you are talking about to best understand your information.

Tip: Consider using diagrams, bullet points of information, and written descriptions of services to target your visual learners. In online communications try to include images to engage the visual learner’s interest.

 2. Auditory

  • Auditory learners need to hear you explain your services out loud. They will also probably want to summarize what you’ve said back to you.

Tip: Don’t just hand out a pamphlet. Make sure you have a well thought out script to describe what you are doing. This way an auditory learner can hear you talk about your product. On your website try to include videos to target auditory learners.

3. Kinesthetic

  • Kinesthetic learners are often very hands-on. They want to touch products and watch services to really get to know what is happening. This might be the hardest learning style to target. However, finding clever ways to include kinesthetic communications in your services is sure to impress.

Tip: Consider bringing along parts or samples directly related to the job you are going to do for your customer. This way kinesthetic learners will be able to easily understand what you are planning for service.

3 Methods Of Communication

Even though we tend towards one dominant learning style, having all 3 styles in communication benefits everyone. Why? Because most people need a few passes before they truly understand a new concept. Targeting 3 learning styles means that you are also communicating the information multiple times. This decreases the likelihood of misunderstanding. Which increases customer delight.

Remember, as a service business you have expert and valued knowledge in an area your average customer knows little about. But they would love to learn. Be an educator. Take the time to figure out ways to communicate effectively with your customers. Not only will they value your effort to communicate, they will gain new appreciation for the work you do. Sounds, looks, and feels like a win-win.  

Comment »

Increase Email Open Rates and Engagement

August 27th, 2015 By Brinda Lee

Increase Email

Do you stress out about sending emails to your customers? I know a lot of our clients have. It’s hard to find an appropriate amount of contact. And then getting anyone to pay attention when you finally send something is even harder! Don’t despair. A good long look at some awesome studies, and at your own customers, will give you a solid base to begin your email marketing efforts.

Let’s start by looking at open rates. While marketing email open rates vary from company to company, in the service industry it hovers around 22%. That’s not terrible. But I think you can do better.

Here’s how:

Create Amazing Subject Lines

Why is the subject line of an email so important? Well, 33% of emails are opened based solely on the subject line. Wow. Spending time to ensure your subject line accurately conveys the message you want suddenly becomes more compelling.

What makes a subject line amazing? It might not be what you think. MailChimp compared the best performing subject lines with the worst and found some interesting information. Straightforward and incredibly clear subject lines win the day. If the subject line is too clever, or sounds like marketing material, it doesn’t perform well. It may even be marked as spam. Customers want to know, at a glance, the reason you are sending an email.

Other stats to remember, courtesy of Sidekick’s slideshare:

  • 30 or fewer characters in the subject line lead to higher open rates
  • 40% of emails are opened on mobile first – where subject lines only display 4-7 words
  • A sense of urgency or exclusivity in subject lines can increase open rates up to 22%
Remember to make your email subject lines mobile ready.

Remember to make your email subject lines mobile ready.

Use Personalization

Don’t stop after creating a beautiful, clean, and clear subject line. Add your customer’s name. If you personalize the subject line, your email is 22.2% more likely to be opened. If sending one personalized email at a time sounds daunting (it sure does to me!), use an email messaging service. Personalization tokens and automated tasks will make your life a lot easier and your customers happier.

Even putting personalization just in the body of your email improves click through rates by 14% and conversion rates by 10%. All customers want to feel important. Personalizing your emails lets your customers know that you care about them. Still not convinced? Look at how much personalization did for Coca-Cola!

Provide Value

You’ve set the perfect expectation with your subject line. Now it’s time to deliver. Make sure that the content you provide matches your customer’s desires. If they signed up for newsletters, make sure they aren’t only receiving coupons. If they joined a discount club, don’t send them daily newsletters. Make sure your content matches your customer’s needs.

Test Everything

Ultimately, you shouldn’t take any study or blog post’s word as absolute. Every customer base differs, and yours might respond to something entirely different. You should know your customers. Go with your gut, and then create some A/B email testing. Do these best practices work for you? Or do your customers like something else? Find out what will increase email open rates for you. 

Final Encouragement:

Don’t be afraid to let go of bad leads. What does this mean? It means that if you follow all these best practices and still get unsubscribes, respect their wishes. Learn to let go. Trust in the value of your content, and understand that those people may have been a bad fit. That way, when someone comes back, you know you can provide exactly what they need.

Need a bit of help with your repeat customer marketing and customer communications? Check out our integrated and targeted campaigns.

Comment »

5 Essential Elements of Better Social Media Engagement

August 25th, 2015 By Jasmine Reynolds

social media engagement

Storytelling is the Key to Great Social Media

You want to know what I love most about social media? You can talk directly with your own audience.  A while ago, I tweeted how much I was enjoying reading a book on the history of video games. The author of the book saw my post and gave me a shoutout! That was not just a man managing his brand reputation. That was a writer who valued his readers.

So where does storytelling come in to play here? Social media is meant to connect us with each other. And there’s no more powerful way to do that than through telling a good story. In other words, you have to have valuable content. That content has to connect with people and make them new or repeat customers of yours. It can be a challenge to maintain a Twitter or Facebook page that sells but entertains at the same time.

Brands have come up with many ingenious ways to tell their story through social media. But here are five common elements that can help you increase social media engagement.

Remember, this is about your brand and your story. Tailor your content to your company’s brand story to achieve sustainable social media engagement.

1. High-Quality Photos

If you want people to engage more with your posts, you have to entice them with high-quality photographs. Something to also keep in mind is that photos get shared more than any other kind of post. There are many sites that collect and manage photography that’s available for commercial use like Unsplash. Also, there are free, easy-to-use editing tools like Canva online (which also has its own library of free images). You should also think about investing in a decent camera to take photos of work done, office or store events, and conferences that can contribute to your brand story.


Use editing tools like Canva to create unique post headers and titles for your accounts.


2. Reach Out

You should expect a handful of your customers to reach out to you via your social media accounts for customer service requests. Why not be proactive and encourage them to do so? Even if most of your customers will email or call you, making yourself available online will make you appear more responsive to customer needs.

Major brands like JetBlue are an example of excellent responsiveness to customer needs. Research shows 30% of brands with a Twitter profile even have a separate handle for customer support.

The easiest way to let customers know you are available via these platforms is to consistently post and connect all platforms with share and like buttons or widgets on your webpage.

3. Shared interests

Your customers will appreciate exclusive deals for being a Twitter follower, but they’ll also appreciate knowing what else you’re involved in outside of work. Knowing your customer-base and their interests is extremely valuable for making social media content more engaging. Your brand story should feel relatable and well-rounded with something other than industry knowledge.


Screenshot originally from this post on Social Media Examiner with additional ideas on how to improve your engagement on Facebook.

The content you choose to share should open up a relevant conversation with your customers like the one above from Rosetta Stone.

4. Showcase employees

There’s very few better ways to feel close to a business than knowing the employees. Showcase the service, talents, and personalities of your staff. Not only will your followers feel personally acquainted with your company but your employees will feel valued as well. Your brand story should include the people who have worked to make it what it is today.


Screenshot originally from this post on Social Media Examiner with additional tips on how to improve your engagement on Instagram.

Beaucoup Bakery regularly showcases their customers through their Instagram account.

5. Company Events & Community Engagement

Getting involved in your community and holding events at the workplace obviously go beyond just making great Facebook albums. Regardless, people love to see the background of a company they do business with. Some of our most popular blog and Facebook posts have been about our company events and outings.


We regularly share photos from our company outings and events on our blog and through our social media platforms.

Tell Your Story

Whether you’re just starting out or revamping your efforts, these example posts above are common elements found in engaging social media accounts. Feel free to experiment, be creative, and have fun! This is about your story and how you want to tell it.

Here are some more resources to get you thinking about the kind of content to share:

101 Blog Post Ideas That Will Make Your Blog “HOT” – Yes, these are blog post ideas but many of them work for great social media posts like running contests or a post based on motivational quotes.

Social Media Examiner: Your Guide to the Social Media Jungle – I would honestly recommend bookmarking this site as a resource. The amount of information, valuable information, they have is overwhelming so I’ve linked their “Getting Started” page.

Clean Up Your Mess: A Guide to Visual Design for Everyone – A rundown of some basic graphic principles if you plan to create your own graphics. Also lists additional resources if you really want to become a pro at it.

Subscribe to our blog to continue to get more tips and resources on how to fully optimize your social media marketing.

Comment »

Maximize Email Capture: When and How to Ask for Email Addresses

August 18th, 2015 By Brinda Lee

5 Tips to Maximize Email Capture

Do you have a hard time getting emails from your customers? If you are anything like the majority of service businesses, you have emails from less than 30% of your customer base. That’s not great. And all of us know the importance of email. After all, it remains most people’s preferred mode of communication. If you still have a clipboard at the register with a slow growing list of customer emails, you may want to switch it up.

How can you increase your percentage of email capture? Here are a few suggestions:

1. Use a form

If you already have customers filling out paperwork, simply include email addresses as a necessary line. While some people might still skip it, you will probably be pleasantly surprised by how many people will willingly fill it in.

2. Ask directly after service

If you don’t have any paperwork that a customer needs to fill out, and are nervous about simply asking for an email address upfront, try asking directly after service. You’ve done a great job. You and your customer have established rapport. It will be much easier at this point to ask for an email. The trick to this one? Make it personal. Don’t simply show them the form. Ask directly and fill it out yourself.  

3. Ask during the job

This one works well if you have a long service/sales cycle. After establishing a connection with your customer, offer email as an alternative method of communication. Many people are busy with work, and may not always want to answer phone calls. Giving them the option to switch to email shows that you respect their time and can be flexible. Not only does this increase your email capture, it delights your customers and sets the tone for your continued communication.   

4. Start a discount club

People love discounts. Let customers know you offer deals through email, and invite them to join the club. Not only does this provide value to your customers, it makes them feel special. To do this successfully you must follow up and provide real value.

5. Give a compelling reason

Whatever method of email capture you choose to use, the most important aspect of getting customer email addresses is to provide a compelling reason for asking. Communicate with your customer. Set appropriate expectations. Let them know how you will be using their email, and why you want it.


Try a few of these methods. Combine them in new ways, and invent your own. Be creative. The most important aspect of asking for emails is to be authentic. Make sure you provide value. Be honest with what you are going to do with it. And get rid of your register clipboard.  

Comment »