When it comes to increasing prices, most small business owners do this in secret – quietly tweaking their price behind the scenes, hoping no-one notices and praying it doesn’t scare off potential clients.

However, staying silent is a missed opportunity. When we boldly declare our new rates publicly instead, we’re able to create a strategic sales push for the business.

In my experience, a public price increase is actually one of the smartest ways to get more eyeballs on your business, reposition yourself as the go-to in your industry and of course, boost sales. I’ve seen clients double their income in a month by simply announcing a deadline for their current rates.

As the end of the financial year approaches, there’s no better time for business owners to review their pricing and start announcing it out loud.

Here are four benefits of publicly increasing your prices:

It positions you as someone who’s in demand

When you can show that the business is evolving, there have been new innovations, enhancements to customer service or staff qualifications it immediately boosts your authority. Customers are constantly looking at which companies are innovating and growing, so new pricing cements you as someone worth investing in.

It creates natural urgency and encourages people to take action.

A public price increase is perfect for business owners worried about ‘sleazy’ sales because it creates natural, authentic urgency. Having a deadline in place for when your new rates begin encourages people to get off the fence and make a purchase without you feeling pushy.
It builds trust with your clients by being transparent with your rates.

Customers value openness of communication. When you present an opportunity to purchase before the pricing increases, potential clients are more likely to trust you. There’s nothing worse than a price changing without warning or quotes becoming invalid because you haven’t been transparent about upcoming rate increases.

It increases the overall visibility of your business

Whilst you will get an income boost before the end of the financial year as a result of your strategic sales push, your business will also reap the benefits throughout July and beyond thanks to all your extra marketing efforts.

How to raise prices right

I have coached hundreds of women through a public price increase, here are my top tips for ensuring yours is a success:

1. Get confident with your new price first

The reason most new pricing falls flat is the business owners lack of belief. Before you announce your new rates, always ensure you’re able to confidently own them and speak them out loud with conviction. When you’re seen as unapologetically owning your new prices, it’s much more likely to resonate and land with your audience.
If you can’t say your prices without feeling flustered, you’re not ready to market the price increase yet.

2. Get the timing right

If you tease the price increase too far in advance it loses potency and momentum. Similarly if you drop it with just one week to go, people feel too rushed and it will miss the mark.
Ideally give people approximately two to three weeks notice to see your marketing, understand the new pricing and deadline, then take action.

3. Don’t overjustify or blame

Nothing screams ‘I don’t believe in this price’ more than overcompensating. Whilst I recommend sharing some of the ‘why’ behind the shift, this should come from a place of business evolution, customer service and demand.

One of the biggest mistakes I see business owners making is blaming external factors for their price increase, such as the ‘cost of living’ or ‘I’ve got bills to pay’ etc. Your customers don’t care about this stuff, and the blame game feels unprofessional and icky.

4. Speak about it often

Don’t just send one email or share one social media post and think that will have the desired impact. To do this well you need to treat it like an actual marketing campaign with regular strategic emails and social media content consistently in the lead up to June 30.

This is also a great opportunity to ensure it’s clear on your website – consider adding some information to your homepage or a banner/pop-up across your site. Including details to your LinkedIn profile and Instagram bio will also remind people of the deadline.

5. Ensure you’re following up

It’s important to keep in contact with any open leads so they have a chance to purchase before the deadline. Ensure you continue to follow up and send reminders, as people are busy and often need the check-in. This retains client trust and avoids any difficult conversations on July 1 with those who have outstanding quotes that are no longer valid.

A public price increase isn’t just about charging more, it’s actually one of the smartest ways to build authority, get your business seen and boost sales. I highly recommend deploying this in your business so you can finish the financial year strong and set yourself up for success from July onwards.

The post Why you need to raise your prices loudly before EOFY appeared first on Inside Small Business.

In my role as mayor of a South Australian council, I’ve seen how a simple post about bin collection can spiral into accusations of corruption or incompetence.

Online forums that once helped neighbours connect have become echo chambers of anger and misinformation. 

A well-intentioned update can be met with outrage – sometimes anonymous, sometimes from people you’ve known for years.

And it’s not just happening in government or business. Small businesses are feeling it too.

These days, a delayed delivery, a missed call, or a perceived slight can trigger complaints that feel completely out of proportion. Where once someone might have raised a concern quietly, now the default is to go public – and go hard.

Edelman’s latest annual Trust Barometer calls it what it is: a crisis of grievance.

It’s not just that people are complaining more – it’s that trust is fraying. Many people no longer give the benefit of the doubt. They assume the worst before asking a single question.

For small business owners – already under pressure – the impact is real. You might be dealing with a complaint while juggling payroll, stock levels and school pick-up. 

So what can be done?

How to deal with grievances

First, it helps to remember that complaints may be your cheapest form of market research. They often contain useful signals about what’s not working, what needs improving, or what matters most to your customers.

However, when a complaint turns into a grievance, it can feel like it’s been weaponised – used not to solve a problem, but to cause harm. And that can be deeply unsettling, especially when you’re doing your best.

The Edelman Trust Barometer offers some much-needed guidance. Its advice is clear: influence is earned through compassion, not power.

If we approach grievances the old-fashioned way – starting with listening – perhaps we can begin to turn the tide.

Even when the criticism feels unfair or comes in hot, listening first helps. A genuine response – acknowledging what’s been raised, explaining your decision, or offering to make it right – can go a long way.

And when something can’t be done? Say so. Clearly and respectfully. Most people understand that not everything is possible – but they want to feel they’ve been heard.

Being consistent, transparent, and kind matters. Especially now.

It’s also worth remembering that for every person making noise online, there are many others who value your work and the effort you make every single day. Don’t let the loudest voices drown out the quiet support.

We are all working in environments where trust has been chipped away – by politics, by polarisation, by the pace of change. But that’s exactly why small acts of decency, honesty and accountability are so powerful right now.

I keep coming back to the work of Adam Kahane, who reminds us in Collaborating with the Enemy that we don’t have to like each other to work together. But we do need to respect one another enough to listen, to stay at the table, and to find a way forward.

Rebuilding trust won’t happen overnight. But every respectful conversation, every fair response, every calm explanation helps. 

In a time of grievance, those who lead with grace stand out. And for small businesses, that might be your greatest strength.

The post “I’ve never seen consumers so quick to complain” – here’s how to respond in an age of grievance appeared first on Inside Small Business.

Research shows that 70 per cent of online shoppers read reviews, whilst 40 to 45 per cent identify them as central factors in their purchase. Customers want to feel reassured that people with similar needs, budgets and goals have co-signed a product or service before they’re willing to reach out, let alone spend their hard-earned coin.

In my experience, the problem most small-business owners have isn’t believing in the importance of social proof, it’s finding the time to set up and manage various social media and review accounts.

If you’re wondering how other businesses are succeeding, here are a few insider tricks for building and managing your online reputation:

1. Understand the consumer decision-making journey

Consumers move from a need to a search, to careful consideration – all in quick succession.

Imagine your child’s tooth gets chipped playing sport on the weekend. It’s an emergency, so you open Google and type ‘Dentists Open Saturday’. You find three clinics open in your area and quickly compare what others are saying to build confidence before making a call.

All three of these businesses might be paying to appear on search page one, but the business with stronger, more relevant and recent reviews will be the business that gets the majority of the calls.

Never overlook the consideration phase, as this is where decisions are made.

2. Start generating reviews

Put systems in place to generate reviews regularly. Start by setting up profiles on social media sites and review platforms relevant to your business, such as Google, Yelp or Trustpilot so your customers can share their thoughts on the platform of their choice.

Don’t be afraid to ask for reviews either. You could use a QR code at the front desk, send automated emails requesting post-purchase reviews to happy customers, or even incentivise reviews by offering a limited-time discount.

I’ve seen the power of proactive review requests play out with clients. For instance, our client John from Southwest Window and Solar Cleaning, feels that messaging automation has resulted in his rapid business growth and has helped the company gain more than 80 five-star reviews within one year.

Automate your review requests where possible so that reaching out to customers becomes less of an onerous task.

3. Manage your review platforms effectively

Once you have reviews incoming, stay on top of them. Consumers say that businesses who respond to reviews are seen as 1.7x more trustworthy than those who don’t.

Remember not to be discouraged by receiving the odd negative review. A stream of only positive reviews can appear ‘fake’, so having a negative review amongst a flurry of great ones can build authenticity if it’s responded to professionally and helpfully, demonstrating how important customer service is to you and your business.

I’d also recommend investing in business management software that can help to consolidate your reviews in one place, keep your listings up-to-date and make responding to each review a walk in the park.

Future-proof your online profile and experience business-wide benefits

Social proof is only going to become more and more important.

It’s already a factor that helps search engines decide which businesses to prioritise in local search listings, but as technology like AI, digital assistants and voice search change the way consumers do their research, having a backlog of strong reviews that elevate your business profile will be imperative.

When it comes to social proofing, a rising tide lifts all boats. If your customers are engaging on your review platforms and social media, your business will experience the benefits throughout.

The post How to generate and manage social proof for small businesses appeared first on Inside Small Business.

That’s exactly the journey I’ve been on over the last 12 months, bringing the new and improved LMB2.0 to market, navigating challenges that come with educating an existing customer base and learning from partners and collaborators along the way.

Light My Bricks creates custom light kits for LEGO sets. We have a fanatical, global customer base, built off our original lighting system that was designed at the business’ inception, circa 2016.

While things like our dedication to customer service, understanding the wants and needs of the LEGO community, as well as top-notch content and digital marketing were all embedded in the foundation of the brand along with that original system – the original system was designed with off the shelf electronics, which had limitations.

Our commitment and hunger for constant improvement in all areas of the brand inevitably saw us undertake the design of a completely new and revolutionary product. A lighting system that was built for purpose, completely proprietary in design and blew any competing product out of the water – including our own existing system.

If our original system was a generic 90’s IBM compatible computer, LMB2.0 is today’s suite of Apple products.

This new system wasn’t created overnight, it was the result of five years of research, design and investment, with many costly starts and stops along the way. But, at the end of this long road we knew we had a genuinely revolutionary product on our hands – LMB2.0 was here and it was finally time to light up.

While there were many customer-related challenges anticipated in launching LMB2.0, such as whether to make the new system compatible with the old, or to set an end date for original system support – ultimately with reflection and many (many) team meetings, this first wave of anticipated challenges worked themselves out.

Continue to offer the older system, while pointing out the many advantages of the new system for those who are hungry for it – and let the product do the converting.

The real challenges presented themselves after launch, like a domino effect. Making the correct decision to continue offering our original system for an indefinite length of time meant continuing to produce, store and support millions of dollars worth of materials for a now potentially obsolete system.

Was simply absorbing this loss in the end, part of the price of creating a vastly superior product? The answer came from meeting with some of our wholesale partners.

While Light My Bricks makes products exclusively for use with LEGO, some of our valued wholesale partners are general hobby retailers and carry a range of products and brands like LEGO, but also model trains, cars and tabletop games.

Discussing these changes with one particular wholesale partner the question was proposed to us. “Couldn’t the old Light My Bricks system be repurposed and rebranded to create a new product, built to serve other hobbies?” Talk about a light bulb moment.

By remaining engaged with our wholesale partners, asking them what they think and need, we have turned the problem of millions of dollars of dead stock into a whole new series of product categories that serve an entirely new customer base!

While it’s early days, our eyes are open to the possibilities unfolding right now. LEGO have always been our sole focus, our north star – but now our horizon is expanding and one thing is for sure, the future is bright.

The post Our new product made the old one obsolete – here’s how we repurposed it appeared first on Inside Small Business.

But one risk of using customer satisfaction surveys is that the questions may be tuned to produce results that support whatever trend or initiative the company is currently focused on. Sometimes, these initiatives are noble but difficult to deliver effectively. This can lead to “virtue signalling” without improving the core service, which can backfire if customers notice a decline in the basics that matter to them.

So how do you turn customers into raving fans? It’s often a longer journey for the business than for the customer.

Step 1: Understand why customers are paying for your service

Start by looking at why customers pay for your service in the first place. Over time, a business can get caught up in feel-good ideas or initiatives that are far removed from its core purpose. But at the end of the day, customers are paying for a product or service that meets their needs. Revisit what your business offers at its core and ensure that it meets or exceeds expectations.

Step 2: Review your surveys

Take a close look at your customer satisfaction surveys. How many of the questions are about the core product or service you offer? Sometimes surveys are more about harvesting data for corporate purposes than understanding what actually matters to the customer.

A critical question that is often missing is, “Would you recommend our service to your friends and family?” This question cuts through all the noise and gets to the heart of whether or not customers are happy with what you’re providing. If the answer is “yes,” you’re on the right track. If not, it’s time to dig deeper.

Step 3: Listen to complaints

Complaints are often overlooked or dismissed, but they are one of the most valuable sources of feedback. Those complaints are often the clearest indication of where your business is falling short and in today’s world, those complaints often show up in online reviews or social media comments. Instead of writing them off, pay attention. Customers will tell you exactly where you’re failing to meet their expectations, and addressing these issues is crucial for creating raving fans.

Step 4: Play to your strengths

Once you’ve identified what customers love about your business, make sure you amplify it. There’s usually something your business does well, whether it’s excellent product quality or standout customer support, that will keep customers coming back and turning into fans.

If you’re unsure what your strengths are, look closely at your customer feedback. What do people consistently praise? Make sure these strengths are front and centre in your business strategy and build on them.

Step 5: Get back to basics

Sometimes, businesses drift away from what made them successful in the first place. When companies get into trouble, they often announce a “back to basics” strategy. This might mean focusing on delivering a great product or service consistently and not getting distracted by trends or initiatives that don’t directly serve your customers, which can be just as effective for small businesses as it is for large corporations.

Step 6: Don’t try to please everyone

No business can keep every single customer happy, and that’s okay. The key is to focus on the customers who are the best fit for your business. By optimising your service to meet their needs, you’ll create loyal customers who will become your biggest advocates.

Building a base of raving fans is about understanding your customers, delivering on your promises, and staying true to what your business does best. With these strategies, you can create loyal, enthusiastic customers who not only stick around but also help your business grow by spreading the word.

The post Six steps to making customers raving fans appeared first on Inside Small Business.

The latest Australian Retailers Association (ARA) and American Express Small Retail Index found that 67 per cent of small retailers are looking for innovative ways to acquire new business, 57 per cent are focussed on encouraging customer loyalty, and 30 per cent are looking to improve online engagement with their customers as a priority.

The report painted a mixed picture of performance in a time characterised by a cost-of-living crisis and small business struggles. While 51 per cent of Australian small retail businesses are performing below or significantly below their financial expectations, 49 per cent are meeting or exceeding their financial forecasts.

The research also noted that small businesses have expressed concern about the slowdown in consumer spending (59 per cent), wage costs (46 per cent), costs of goods and services (42 per cent) and cashflow management (32 per cent) that could occur in the next 6-12 months.

ARA CEO Paul Zahra commented that the research confirms many small businesses are doing it tough, yet still seeking opportunities for growth.

“Small businesses are a crucial part of the retail community, and a bellwether for the health of our sector. This research demonstrates resilience amongst the small business cohort despite tough times. Unfortunately, many are struggling to cope with rising inflation, steep interest rates, and the cost-of-doing-business crunch,” Zahra said. “Whilst unsurprising, it is concerning to see that fears around wage costs are on the rise.”

Robert Tedesco, American Express Vice President of Global Merchant Services Australia, added that supporting small business owners is critical for maintaining vibrant communities.

“Small businesses are the backbone of the local economy, which is why American Express is focussing on helping to drive more business through their doors,” Tedesco said. “Initiatives like the American Express Shop Small campaign, underway now through 31 August, can help to make a difference by connecting shoppers with local retailers and reminding shoppers that every dollar spent with a small business contributes to the vitality of their communities.”

Also of note in the research is the finding that 89 per cent have said that they incurred higher costs in the past 12 months. Small retailers reported using a combination of measures to deal with those increased costs, such as passing costs onto consumers (51 per cent), reducing margins (47 per cent), finding savings in other areas (37 per cent), and reducing staff (37 per cent) being highest among the solutions.

Zahra stated that the ARA will continue to advocate for relief measures from the Federal Government for small businesses.

“We need urgent action to ensure Australia’s $420 billion retail economy not only survives but thrives,” he said.

The post Small retailers still trying to grow, report finds appeared first on Inside Small Business.

Customer aggression and conflict continues to rise and be a major concern for businesses. During COVID-19, escalations of customer behaviour in some industries rose as high as 400 per cent. The effect of dealing with aggressive customers is immense. It can affect job satisfaction and increase the risk of burnout, leading to staff turnover and recruitment challenges.

There is a clear distinction between dealing with a customer who is angry, frustrated or upset and a customer who is aggressive. With aggression comes an increased safety risk. Building both confidence and capability in dealing with aggressive customers should be approached with three strategies:

Unacceptable customer conduct policy

You need a clearly defined and documented formal unacceptable customer conduct policy to support your team and set clear expectations for customers. There is a duty of care to comply with Work Health and Safety obligations by identifying and mitigating potential risks to your employees and protecting their safety and wellbeing at all times. The policy needs to visibly promote zero-tolerance for aggressive conduct in the workplace and educate customers on the consequences of abuse, such as restricted contact or removal from the premises.

Clear escalation path

This can include formal warnings, an immediate escalation to a manager, duress alarms or involvement of security or police. The formal escalation policy needs to be known and socialised across your business and included in all induction training. No team member should ever be wondering what to do if faced with aggression or threats of any nature.

Skills for de-escalation

Managing customer aggression is a skill, and providing your team with knowledge and skills training is critical. I have witnessed firsthand the difference it makes when the team has the training, tools, de-escalation techniques and confidence to face even the most difficult of customer interactions. 

On a practical level, these steps are recommended when dealing with an aggressive customer.

1. Assess

Watch for the signs of escalating customer behaviour. People may exhibit physiological signs, including clenching of fists or facial muscles, sudden movements, moving into your personal space, physical contact, shouting, throwing items or pounding on a counter. These signals will alert you to escalating behaviour and help you make a decision to exit the situation quickly. 

2. Calm

It is important to remain calm and in control. You can prevent or stop an amygdala hijack (in which your emotions may run wild) by breathing, slowing down and trying to focus your thoughts. This will allow you to regain control and choose a reasonable and appropriate way to respond to the situation.

3. Exit or engage

You need to make an immediate decision whether to exit the situation immediately to ensure you are not in any danger. Decide whether or not you are in a position to engage and have a conversation with the customer.

If you feel it is safe to do so, hear the customer out and let them vent their frustration. Empathise with them and, in some cases, it may even be suitable to provide an apology. Ask questions to ascertain details about their issue or problem and then take ownership for a resolution, outcome or explanation.

4. Report

Depending on the severity of the situation, it may need to be escalated immediately to a manager, security, or the police. Post incident, a formal report should be prepared, details added to any customer notes, and leadership informed. 

It is crucial you recognise the impact of customer aggression on team members and take steps to protect their wellbeing. This includes the implementation of policies, providing training on de-escalating difficult and aggressive customer behaviour, offering support and championing a culture of respect from customers.

This story first appeared in issue 41 of the Inside Small Business quarterly magazine

The post How to handle aggressive customers appeared first on Inside Small Business.

Globally, the world is running low on a disparate array of components and goods, from computer chips to coffee, and the shortages are having a ripple effect through multiple industries and markets.

If you’re a B2B enterprise that aspires to remain in business and sustain growth, streamlining and strengthening your supply chain to make your operations more resilient and efficient has become an urgent imperative.

Here are some ways you can do so.

Map it out

In challenging times, it can be helpful to get a bird’s eye view of your position. Supplier mapping – identifying key stakeholders, understanding supplier relationships and establishing the costs and timings associated with each part of the supply chain – can help you to identify vulnerabilities that may disrupt your ability to service your customers. Having done so, you can then make or modify your contingency plans. That may involve establishing a greater inventory buffer, forging closer ties with your critical suppliers, and identifying and testing new ones that could potentially step into the breach, if needed.

Support your team

People are the secret sauce in any successful business. A good team will keep your operations ticking over smoothly and strive to resolve even the knottiest of supply chain issues. Implementing an integrated e-commerce solution that automates processes and eliminates data silos makes it easier for your employees to do their jobs well, particularly when they’re grappling with the knock-on effect of factors beyond their control.

Keep the communication channels open

Knowledge is power and, in uncertain times like these, never more so. If supply chain bottlenecks mean the on-time supply of goods and services is no longer possible, your customers will want to know, and as quickly as possible too. It’s vital to manage their expectations and communicating with them clearly and openly is the best way to do so. Optimising your eCommerce platform is one way. Displaying clear, current information about your inventory levels, estimated shipping times and any additional costs that might be incurred keeps customers in the loop. It means they don’t need to keep calling or emailing your team for updates on where orders are at and it can lessen the likelihood of them taking their business elsewhere.

Make customer relationships a priority

Customers may come for the quality or price initially but, very often, they’ll stay for the service. Providing it’s responsive and helpful, that is. Personalising your digital interactions with customers at every stage of the purchasing journey can take your communications to the next level and result in buyers feeling recognised and valued. An integrated e-commerce platform will allow you to do so, without having to expand or over-extend your sales and customer service teams.

Turning to technology

Having the right tools makes every task easier. That’s why forward-thinking enterprises are turning to digital technology to streamline and strengthen their supply chains, create rich hubs of business data and drive personalised communications programs that keep their customers informed and on side. An integrated eCommerce platform can do all these things; making it easier for your employees to service and support customers that keep you in business.

At a time when persistent supply chain disruption is making it tough for teams to keep calm and carry on, it’s an investment in business continuity and customer satisfaction that’s likely to pay rich dividends in 2022 and beyond.

The post Out of stock: Top tips for surviving supply chain disruption in 2022 appeared first on Inside Small Business.

Small businesses need to think about their customer service strategy and how to best use CX technologies to achieve their goals; while many small businesses don’t think about this from day one, they should, as the long-term impacts can make a difference when compared to competitors.

Here are three tips to help your small business deliver outstanding customer experience and make an early impact:

1. Get the fundamentals right first

Earning loyalty from customers is crucial, and a positive interaction with your small business can help you to earn their confidence and begin to build life-long relationships.  It’s important to get leadership on board immediately, so that customer service is at the core of everything the business does. Having a senior leader focused on weaving customer service into the company’s strategic roadmap and business objectives can ensure that it’s always top of mind and comes through in everything you do.

Then, it’s about focusing on efficiency for your customer service team, to ensure that you get the best out of them through every customer interaction. Setting up your business to incorporate advanced workflow capabilities – and checking their progress – helps to improve collaboration, reduce errors, and enable rapid response, starting you off on the right foot from the outset.

2. Set your support agent up for success  

Equipping your support agents with the knowledge needed to deliver outstanding customer experience is critical to the success of your CX strategy, so ensure your business makes agent training a priority. Consider developing a tiered training plan that covers the basic technical skills as a starting point, including product knowledge, before progressively advancing agent knowledge at regular intervals. 

In addition to providing your agents with the education and training they need, small businesses should look at having one unified hub that connects all systems and data sources for their CX needs. This gives agents access to valuable customer information that goes beyond just the customer’s name – such as details about their recent purchase, for example – which they can immediately use to improve customer experiences. It will also empower them to deliver high-quality results with ease.

3. Evaluate, streamline and scale  

It’s impossible for small companies to offer high-quality customer experiences if their agents are bogged down by cumbersome workflows or inefficient processes. To match the high-quality experiences of a much larger team, small businesses should look at identifying, automating and optimising workflows that can help free up agents’ time and improve performance.

Scalability is also a key consideration for small businesses that often operate with limited resources. Find a support solution that works out of the box but can be easily customised to address the unique needs of your business and customers. 

In addition to asking for feedback from agents, small businesses should look at regularly tracking and assessing performance across their customer touchpoints to help inform where they can improve their customer experience. 

Ensuring that you’re building strong foundations for your small business by considering your CX goals from the start is important. Then growing from those experiences by having leadership on board, empowering agents and evaluating carefully and applying feedback on customer experience will ensure that customers keep coming back. By ensuring CX technologies are implemented early and effectively, you’ll be able to deliver outstanding customer experience every time, creating loyal customers along the way who will return time and time again.

The post Three tips to help your small business deliver outstanding customer experience appeared first on Inside Small Business.