Latest posts by Zeb Welborn (see all)
We’re excited to announce the new SPEC Home Loans Website Design. We encourage you to visit their website and see what we’ve been able to accomplish for SPEC Home Loans. For each of our clients we develop a personalized strategy, that is designed to share the passion business owners have for the work they do with potential partners and clients. Our services include social media consulting and execution, content creation, website design, search engine optimization, pay per click campaign set up and administration. We use proven strategies, and stay up to date on best practices by attending shows, taking classes, and interacting with Social Media colleagues. Because every business is different our marketing packages are very flexible. If you’re interested in getting a new website designed for your business or in Social Media Consulting, please contact us!
SPEC Home Loans is the premier mortgage and loan providers in the Inland Empire and Southern California. Their goal is to create extraordinary mortgage solutions for the citizens of Southern California. They are trustworthy, efficiand, honest, and reliable. For more information about SPEC Home Loans, please call Brian Barre – (714) 745 – 8947 or by email, firstname.lastname@example.org
The most frequent question I get from potential clients is, “What happens if somoene posts something negative about us?”
The truth is that if people are upset with your business, they will find a way to get the word out about your unfair service. If you’re worried about people posting negative comments about your business, then you might want to re-think the way you’re conducting business in the first place.
Today, businesses are being held more and more responsible by their customers. If one customer feels upset about the way they were treated they can tarnish the reputation of a business.
Everyone’s heard the saying, “A happy customer tells a friend. An unhappy customer tells the world.” The greatest thing about the Internet is that it’s changing that relationship. The new way business is done is, “A happy customer tells its network. An unhappy customer tells the world. And an organization demonstrates how it treats its customers.”
Before the Internet, if a customer was unhappy, they would leave your store, never come back and tell all their friends about what bad service they received. The worst thing for a business would be to lose customers and not know why they were losing customers. Knowing your problems and confronting them will help any organization retain customers and acquire new ones.
Today, businesses have an exciting opportunity to REALLY understand what their customers want based on reviews they leave on a variety of websites. They can then implement strategies to address the needs of their customers and provide exceptional service. Some organizations understand the value this can bring to their business and others do not.
Organizations can do one of two things when a customer complains, they can hide from it and hope it goes away or they can react to it and confront the problem head on. Here are two examples of how organizations react to customer feedback.
Before I begin my story, and tell you about how to turn an unhappy Customer into a Raving Fan, let me say that I’m not in the habit of complaining about organizations, but when I do it’s because I genuinely enjoy my relationship with the business, but they do something that makes it feel like they are trying to cheat me out of something. These are the only two complaints I’ve had against any company in the past 10 years, but these companies handled them in two distinctly different ways.
#1 – Big League Dreams in Chino Hills –
The Comment: “Dissappointed. I played softball and soccer here since the park opened. I used to love playing here. The place was packed and although pricey was still a fun place to get my exercise in for the week and release some stress. After adding up the seasons played here I’m estimating I’ve spent around $4,000 or so. On Thursday nights play has gone down from 30 games a night to around 12 and they’ve decided to raise prices . . . I came into the pro shop on the third week of the season to pay my player fee because my coach forgot to mention it to us and it slipped my mind. The response from the proshop was either you pay a $10 penalty making it $40 or you can’t play. Considering I’ve been a loyal customer for nearly a decade I expect some allowances to be made for this type of situation. Not only were they forcing me to pay an additional $10 which made me feel like I was being taken advantage of but they were also condescending and accusatory in blaming me for the oversight. I go to their park to relax and have a good time, not to feel cheated. This is my last season at Big League Dreams. I used to love playing here and I hope they realize that making their customers happy is their number 1 priority. Deleting comments to Facebook only add to the misguided efforts of their business. I hope they can turn it around. I would love to see Big League Dreams be great again.”
The Response: I originally posted a similar comment to their Facebook page and after many of my friends began liking the comment and reiterating how frustrated they were the administrator deleted my comment adding to my frustration. I never received any response from Big League Dreams and as a result me and my entire softball team decided to play at another venue. In addition this comment and others left by frustrated players were left up for all to see.
The Outcome: Just from our team, Big League Dreams lost close to $4,000 per year in happy, satisfied customers who would have continued to use their fields and be happy to do so. Yet, when the opportunity arose to fix a minor problem by their staff we felt mistreated and so, we took our business elsewhere.
The Comment: “Unhappy. Tell me if I’m missing something here. I’ve been a member of 24 hour fitness in Chino Hills for years, my brother and I wanted to join the gym and he gets quoted a price of $39.99, meanwhile, me a loyal customer for years gets quoted at $69.99 because I’m already a member at another gym. And they won’t let me cancel and renew my membership under this new plan. Common sense would tell any organization that you treat your customers well . . . instead giving me an ultimatum, pay up or cancel my membership. I’ve enjoyed my experience at the 24 hour fitness in Chino Hills, but feel angry and dissappointed that an organization as big as 24 would work so hard to try and stick it to their current, loyal customers. I hope things in the organization change. Other than that it looked like a nice facility, but you can be sure I will never use 24 hour fitness again.”
The Response: Within the hour this posting, I received a call from the same individual that gave me the ultimatum to cancel my membership saying that she had worked out a way we could stay at the club for the agreed upon price for my brother. Two days later I received another email from the Club Manager asking if there was anything she could do to help me become a part of the club.
The Outcome: 24 Hour Fitness could have missed out on $960 per year from my brother and I. After posting my original comment, I was committed to never using 24 Hour Fitness again . . . Today, I am telling YOU what a great organization 24 Hour Fitness is.
24 Hour Fitness gets the power of negative reviews, social media and the Internet and will continue to thrive. Big League Dreams in Chino Hills does not and will continue to struggle.
Review sites, can be extremely valuable to any business. Most people won’t post negative reviews about a business, they will just refuse to go back. I wrote those reveiws because I enjoyed spending my time at both places and wanted to continue our relationship. One company made it easy to do so and the other did not.
The Internet is changing the way business works. Today’s successful businesses will embrace negative comments as feedback and attempt to fix the problems that upset their customers and not try to hide those comments. They will embrace them and then work to come up with solutions that will make their customers happy.
Happy customers make frequent customers. And frequent customers make happy businesses.
By the way, I revised my Yelp Review for 24 Hour Fitness to read as follows:
“UPDATE: I received a call from 24 Hour Fitness shortly after posting this comment. They listened and worked hard to correct the problem. We are now members of the 24 Hour Fitness in Chino and are thankful that the staff at 24 Hour Fitness took the time to handle our situation in order for us to become customers at 24 Hour Fitness. While our initial experience was less than ideal the staff, in particular Caren, worked with us to ensure our happiness. Thank you 24 Hour Fitness and Caren.”
24 Hour Fitness knows how to turn an unhappy customer into a raving fan. Do you?
At Welborn Social Media we can help turn unhappy customers into raving fans. We can help monitor what people are saying about you online so you can take action to make sure you retain customers and bring in happy new ones. Contact Zeb today to find out how Welborn Social Media can help improve your online reputation management and marketing efforts – (909) 973 – 9089.
I attended a hickory golf tournament at Los Serranos Country Club a couple months back and wrote an article about it that appeared in Southland Golf Magazine’s December issue titled Brassies, Niblicks and Mashies. Check it out and let me know what you think.
Read the Southland Golf Magazine article: http://www.southlandgolfmagazine.com/t-News-Hickory-Golf-Tournament-Golf-Collectors-Society-12-12.aspx
Want to learn more about Zeb Welborn and how he’s helping golf courses reach more customers and encouraging golfers to play more often at local golf courses? Find out more about Zeb Welborn golf by visiting 19th Hole Media.
Are you interested in success? See how Zeb Welborn is changing the way we think about success by listening to the Defining Success Podcast.
Gotcha Covered of Chino Hills offers free in-home consultations to discuss the needs you have for your windows. Gotcha Covered is partnered with Lafayette, Hunter Douglas, Graber, Wesco fabrics and many more. They can treat any window specific to your needs. They also offer their services for residential and commercial customers. Let Gotcha Covered take your windows from ordinary to extraordinary!
Theresa Mastroianni has been educated in the fine art of beautifying interior spaces. Window coverings designed properly can accentuate the warmth and elegance of a home. Theresa designs window coverings that enhance the character of each clients home. She uses the juxtaposition of different materials, such as, wood, iron, and fabric to create a harmonious design balance. She guides her client through the creative and technical process of window treatment design. Each client gets to enjoy participating in the design process with her guidance and expertise.
Cindy Domino has been in the home textile design business for 15 years. She had the pleasure of working with Kathy Ireland, Alexander Julian and Donald Trumps design teams for their fashion bedding programs. She also worked with major department stores creating bedding and window treatment programs.
We are helping Gotcha Covered reach out to new customers by helping them rank higher in the Google search results using search engine optimization. We highly recommend their services as they are extremely passionate in what they do. They’ve been able to help many happy customers as evidenced by the high recommendations they’ve received from others.
Gotcha Covered provides draperies, window coverings, wood blinds, shutters, window and interior design services in Chino, Chino Hills, Diamond Bar, Claremont, Yorba Linda, Fullerton, Anaheim Hills, Orange County, Riverside County, San Bernardino County, Los Angeles County, and the Inland Empire
If you have any windows that need a little something extra, contact Cindy Domino at Gotcha Covered – 909-855-0779 or Theresa Mastroianni at TheresaMastroianni@GotchaCovered.com.
A Content Marketing Hub Every Marketer Must Have
Sonia Simone, an author and one of Copyblogger’s co-founders calls it a “content hub – a centerpiece for your content marketing”. You probably figured it out. Yes, it’s a blog!
What is a Blog?
A blog is a online educational center about your business based on value offered. In marketing terms, it’s called attraction marketing. It’s simply your real estate piece of land on the internet. It’s a place to interact with your potential customers. But before you start a blog you need to understand your audience. This will stem from having a strong niche. Only then you’ll be able to research their problems, issues and concerns and help them find the solutions through writing a content marketing strategy about the problems. It’s the foundation of all social media tools.
But, wait a second: I thought social media is Twitter and Facebook?
Social media outlets are great to start a conversation but ultimately you want to bring your visitors back to your home base – your blog. Creating a social media marketing plan for your blog is essential in promoting your content. Here comes the importance of all social media channels such as Facebook, Twitter, LinkedIn, You Tube and Pinterest.
Why Blogging – 10 Benefits to Start your Own Blog?
There are 100’s of other statistics that you can search online to find out more benefits of blogging.
How to Create a Blog?
Nowadays creating a blog became a very simple process as 1, 2, 3:
How to Blog?
I know the objection as I was there before you: ” But I’m not a writer! What am I going to write about?” There are 5 reasons why you can become a killer blogger. How to blog is very simple once you follow these steps:
1. Write about your passion
2. Offer valuable dynamic content and avoid putting your readers to sleep with these 6 ways.
3. Use marketing tactics and strategies when writing a blog post. Here are 3 valuable tactics:
4. You’ll always need to improve your blog post using these 5 tips
5. Content curation is a well known concept in blogging which allows you to write a blog post about something you’ve read online. THE RULE is to refer to the author’s name and article link in your post. When I first started blogging on my blog – Elite Marketing Secrets – I used this method a lot until I was able to create my own content.
6. You can find blogging ideas to create your own content using these sources:
7. Humanize or personalize your blog posts with your personality. Nothing is more boring than reading a blog post on a certain subject without feeling the author’s personality involved in the post. Mention your experiences, likes, dislikes, others experiences or stories. Storytelling is the #1 reason for grabbing your audience attention. It’s key in content marketing. If you master storytelling, then you mastered marketing and that is what 99.99% of marketers lack.
8. Here are a few more good blogging practices and tips:
I’d like to offer a free blogging book here as an added value. Inside the book, you’ll discover how to blog your way to the top of your home business organization. The concepts in this book can be applied on any business.
Click here to get your free blogging book from Elite Marketing Secrets
To Your Success,
We recently began working with Steve Pennington from Complete Cambodia. We’ve never met a more passionate individual . . . a man who is trying to make a difference. During the Vietnam War massive amounts of bombs were dropped in Cambodia. They are still going off today, killing innocent Cambodians more than 30 years after the Vietnam War. Complete Cambodia’s mission is to remove those mines from Cambodia by building awareness for this cause.
To build awareness, Steve has asked us to build a website designed to accept donations and by holding fundraising events. He already has plans for a benefit concert at a later date. Steve is also headed to Cambodia on September 18 to assist in removing land mines. Here is what Steve had to say about his mission for Complete Cambodia:
I have been inspired to take action in raising the awareness level, as well as fundraising for what is occurring in Cambodia as a result of America’s actions during the Vietnam war. From the years of 1964 through 1973 over 2 million tons of ordnance were dropped by United States bombers over Cambodia.
Presently, men, woman and children are being injured and killed by land mines and unexploded bombs. At a rate of almost 1 per day.
Cambodia is by far the most bombed area on the planet to date, and because of that their economy is handcuffed. Land can’t be developed for building roads and schools, as well as farmed. It’s crippling a society. The children seem to be the most affected as they tend to think the land mines are toys, and when they pick them up, they obviously explode.
If the organizations that are there don’t continue to get funding and a dialog in this country is not created, casualties of the Vietnam war will continue to occur. The people of Cambodia will never have the ability to thrive as a society and will constantly be living in the face of fear.
By creating awareness and doing the fundraising, the people of this amazing country will finally be able to take ownership of their land. They will be able to walk anywhere without the fear of being injured from a land mine or bomb. They will have the ability to build and farm on land that they have not been able to because it WILL be safe to do so. Most of all, as a society, they will start to get complete with something that we as being on the outside, consider history.
My intentions are to host a benefit concert to not only fundraise, but to generate more recognition towards this cause. Any help is greatly appreciated on raising the awareness of the Complete Cambodia project.
We are thrilled to work with such a passionate individual and encourage all of you to become engaged in his cause. Visit his website at www.completecambodia.com and tell us what you think.
You can also connect with Complete Cambodia on their Facebook page – Facebook.com/Complete.Cambodia, or their Twitter account @CmpleteCambodia. Together we can make a difference.