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By Blackwell Thomas, The Southern
 
Wednesday, October 22, 2008 11:28 PM CDT
 

Alan Kuczynski, president of FWS Solid Suface Specialist Inc., of Carbondale, talks with Splattered Ink operations manager and co-owner Kelly Eileen Jones during a marketing fair sponsored by Carbondale Main Street on Wednesday at the Carbondale Civic Center. (STEVE JAHNKE / THE SOUTHERN)

CARBONDALE - For those gathered inside the Carbondale Civic Center on Wednesday, the message to small businesses was clear: The economy may be sputtering but, when it comes to promoting your business, now is not the time to let off the gas.

Scores of people attended the first Regional Marketing Fair, which featured about 20 local companies gathered to share information about advertising opportunities and other creative ways to market.

Booths, displays and tents lined the inside of the Civic Center representing marketing companies like Arthur Agency and 1187 Creative as well as media outlets like WSIL, KFVS and The Southern Illinoisan.

The event was sponsored by Carbondale Main Street and the Carbondale Chamber of Commerce. As attendees bustled by her, Main Street Director Meghan Cole said now is the time for just such an event.

"We saw a need for businesses to be more informed about marketing throughout the region," she said. "Together with the Chamber, this is an opportunity to get out the word."

The 'word,' Cole said, is a reminder that marketing is particularly important during tough economic times.

"Cutting your marketing during a recession is like throwing in the towel," she said. "If you are not putting yourselves out there you are going to lose business."

Under the Silkworm Inc. tent, employees were handing out gift packs and getting feedback on the company's updated logo, which features a rather happy looking worm.

Sam Bell is a marketing coordinator for Silkworm, which provides graphic design and apparel services.

Bell agreed with Cole's sentiment and said the timing is right for promotional companies like Silkworm to raise their profile.

"We know the economy is bad right now," she said. "But we want people to know what we can do to make them extend out into the community."

A few feet away, Splattered Ink, a graphic design and Web development company displayed samples of the company's work including an array of print materials.

But there weren't just promotional and media companies represented at the fair.

At the Red Cross table, visitors were reminded of an upcoming blood drive.

Across the room, Guido and Audrey Bernstein had a booth where they were informing people about GoChi, a health drink that hails from the Himalayas.

Cole said when the idea for the fair was hatched she hoped it would attract at least 15 companies. Twenty signed up.

Thanks to the strong response, Cole said she expects to host the event next year.

blackwell.thomas@thesouthern.com

351-5823
In the News!
Monday, 06 September 2010

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How To Create a Great Customer Service Experience

by Kelly Jones

There are many factors that influence how a customer feels about the experience of doing business. Studies show that if a customer leaves with a bad experience or even an unresolved question or issue 80% are unlikely to return. A problem order doesn’t always mean that the customer will have a bad experience. A resolved problem often gives you a chance to give the customer an even better experience by showing that you put their satisfaction first. If you can respond to customers in a timely manner with competent information, and show them that you are honest and care about them and their business you will differentiate your company’s customer experience – and receive all the benefits associated with giving quality service.

The following factors are instrumental in influencing a customer’s feelings about your business.

Time: Are you responding to their needs and questions in a timely manner? Are you asking all the right questions the first time around, or do you have to keep calling back? A customer’s time is very valuable to them and interaction should be keep to a reasonable minimum. Nothing is more frustrating to a customer than having to call you to check on a resolution to a problem or answer to a question. Be proactive, find out when they need the information and give them a reasonable time frame of when you can get back to them. If you don’t have an answer by then, call or email to let them know you are still checking and will get back to them as soon as you can.

Competency & Honesty: Are you and your associates knowledgeable in your field? Do you give an answer even when you are unsure if you are correct? Customers want to see proof that they’ve made the right decision to choose your company. If you don’t know the answer to a question, admit it and find out for them. Being honest about your level of knowledge often speaks louder than knowing all the answers.

Care & Recognition: Do you send your customers thank you notes or gifts for referrals? Do you remember their previous orders and buying patterns? Customers like to know that you care about their business. Make every customer feel like they are your only account, whether they spend $5 or $5 million. Have you ever had a customer tell you how much they appreciate your service even though they just had a small order? That is a customer that will refer you time and time again for making them feel special.

Customers are your greatest asset and in a world over run with competition it is important to show them how important they really are. Just remember that $5 account could turn into that $5 million account if you take the time to show them timeliness, competency, and care in all your business transactions.

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