Wishing You All The Best!

100_05802020 has certainly been interesting!  I know the 1920’s was called “The Roaring Twenties” and I wonder how the rest of our decade will turn out!  It certainly started out with a bang!

I did notice something that I will mention here.  My customers that used humor or showed caring by helping other businesses (restaurants in their area) did very well during this time.  I also noticed (not my customers) other shops almost demanding their customers support during the pandemic because in the past that shop donated to the customers’ children’s sports team, etc.  They were obviously not doing so well. Insisting people should support them was not the way to go about it.

I am a very small business and I appreciate my customers so very much.  I know you do not owe me your business or your loyalty but always know that I do not take it for granted.

I hope going forward we all continue to survive and hopefully thrive.  Have a wonderful July 4th!

Rhonda Hiltbrand
CEO
News Works Marketing


Adversity

100_0580Adversity has the effect of eliciting talents which, in prosperous circumstances, would have lain dormant. ~Horace

I just wanted to share what some of my wonderful customers are doing during this difficult time of isolation for the masses.  I thought you might want to try it as well.

–  Several are offering to pick up their customers’ vehicles, service and return them. I think if I was a health care professional at this time, I would so appreciate that kindness! Many others would as well.

–  A few have even offered to pick up medicine and food and other supplies to those shut in and deliver them to the customer’s door.

–  I think it is wonderful how many are saying they are disinfecting the steering wheel, etc, after they have worked on their customers’ vehicles (and many say this is normal procedure) and of course the service counter as well.

These customers didn’t wait weeks to get these messages out!  They reacted fast!  Congratulations to you all for being proactive on making our world that much healthier and safer.

News Works Marketing is still open and operating normally so if you need us, just give us a shout!

Wishing you all health and prosperity!

Rhonda Hiltbrand
CEO
News Works Marketing


Direct Mail Works!

100_0580In Ohio, our primary election day is March 17th.  Our mailboxes have been overflowing with postcards from the hopeful candidates.  Why is that?  Direct mail works!  It grabs attention.  Recipients look at it and interact with it.  They can’t “scroll” past it.  They stop and read it.  Think about what it can do for your business.  It still gets the best results.

If you need help in this area, contact us.

Thanks!
Rhonda Hiltbrand
CEO
News Works Marketing


Don’t Be Shy…Introduce Yourself!

100_0580In a five-mail radius of my home, we have several chain repair shops that “do it all”.  Recently I noticed two independents have started business in the area.  They never seem busy and I hope it isn’t a case of “We put up a sign so customers will come!”

They don’t have websites or social media pages and I have not received a mailing.  Consumers these days want to find out about a place before they come in for service or repair.  The interesting thing is, the chain stores are not at all shy about sending me mailers, including coupon books good for one year and postcards.  I am not a customer, but they are forever hopeful.

Make sure you are the first in the neighborhood to greet new movers or introduce yourself now and then to the area to remind them what wonderful services you offer and that they are always welcome to give you a try!

If you need help, give us a call!

I hope you all have an amazingly good year!

Rhonda Hiltbrand
CEO
News Works Marketing


Building Trust

100_0580“Trust but verify.” – Ronald Reagan.

My 87-year-old mother-in-law called my husband and asked him about having a cooling system flush.  Her dealership told her in the spring that she could get by then but would need to have it flushed before winter.

She said she really didn’t want to go all the way back to the dealership and asked what she should do.  We told her we could take her to the shop we go to, as they were very good and trustworthy, and this wouldn’t take long.

I asked a few questions like why her dealership thought she needed this?  She said that my brother-in-law asked the same question.  She wasn’t sure why.  I wondered if it somehow was dirty.  I knew it wasn’t a mileage issue as she doesn’t have many miles on her vehicle.

When we got to the repair shop, they lifted the hood, ran a test and told us in 5 minutes that she didn’t need a cooling system flush and wouldn’t for some time.  They said if she really wanted them to do it, they would, but it sure wasn’t necessary.

It just verified for me that the shop we go to is trustworthy and true!  I don’t think my mother-in-law will be going to the dealership from here on out.  She now feels they were trying to rip off an elderly woman.  Whatever the reason, they were making a “money grab” and that was not good.

Always go out of your way to build trust with your customers.  I know many of my customers do this each and every day in many large and small ways.  It warms my heart.

Have a great day!
Rhonda Hiltbrand
CEO
News Works Marketing


Spread Joy

100_0580“Don’t let anybody steal your sunshine.” Anonymous

The world sometimes feels full to the brim of negative people spreading negative thoughts.  I noticed in the last couple of months that when I open Facebook, I am often hit full on with large quantities of negativity.  I have learned to barely glance at those posts and I focus on the inspiring and humorous thoughts on Facebook instead.

That started me thinking about my business Facebook page.  Naturally, I want to keep my customers informed about marketing trends and security, but that can come across as negative as there is so much hacking going on today.  I decided people would rather see positive posts, not something that brings them down.  So…I tried it for a one month and the results were very gratifying!

From now on, I plan to do my best to spread sunshine around and sprinkle it with joy, as often as possible.  If your Facebook page seems a little bit gloomy, try brightening it up for a month and see what your results are!

Have a joyful, sunshiny week!
Rhonda Hiltbrand
CEO
News Works Marketing


Attitude

Rhonda HiltbrandWork is either fun or drudgery. It depends on your attitude. I like fun. ~Colleen C. Barrett

I was thinking about the face of businesses.  Many times, the person we deal with in business is not the owner…but the employee who has become the “face of the business” for the consumer at that moment.  It is important to be a happy face with a great attitude that shines through.

I have no less than six grocery stores a mile from my home.  Sometimes I check myself out, but not always.  Of the six stores, one has wonderful items, but two particularly grumpy checkout ladies.  When I say, “Good morning! How are you, today?”  I get the rundown on how miserable their life is working at that store.  I always listen and say that I hope things improve.  I also mentally shake myself off when I leave the store and get myself in a happier state of mind.

The other stores have the most cheerful people working there.  One particularly hires older adults, and many have health issues (no, they don’t talk about their health, but one has an oxygen tank attached so…), but they are as cheerful as they can be.  You leave their presence and the store feeling great and uplifted.

Service advisors have the power to make the customers they deal with leave the shop feeling great and uplifted.  Always be that person!

I hope you have a wonderful day!

Rhonda Hiltbrand
CEO
News Works Marketing


Gratitude

Rhonda HiltbrandTo speak gratitude is courteous and pleasant, to enact gratitude is generous and noble, but to live gratitude is to touch Heaven. ~Johannes A. Gaertner

I have been hearing a lot about gratitude lately on the news and reading about it in articles.  When people are stressed and feeling anxious, they are always advised to write down what they are grateful for…to count their blessings.

Many of us gather together on Thanksgiving with family and friends and take a moment to count our blessings at that time.  Wouldn’t it be a wonderful thing to be mindful of our blessings every single day?  It would make us a more positive people.

I want all of you to know that I am very thankful for you.  You have all been a blessing to me professionally and personally.  I am grateful for my suppliers who enable me to have the business that I do.  I am thankful for my employees and know I would be nothing without them. I am thankful for family and friends who surround me with their love and support.

I hope each of you have a wonderful and blessed Thanksgiving!

Rhonda Hiltbrand
CEO
News Works Marketing


Customers Aren’t Always Right

Rhonda HiltbrandI recently had an interesting conversation with a 16 year-old that works for a fast food chicken sandwich restaurant.  He was telling me that they have a man who comes in once a week, and orders a combo meal.  He then complains about the meal, so he is given a coupon for a free one next time.  He goes through this routine every week.  I was amazed and asked why they let him get by with it.  He said it is their policy (not widely known) and everyone who works there knows what the guy is doing, but they don’t want the hassle of correcting him.

I have customers who are devastated when they get an unfair, unkind review online.  They ask me what they should do.  They panic! I look at all their reviews and they are glowing…except for the one “mean” one.  I tell them to ask (online) the disgruntled customer to call them directly, or to stop in.  That gets it off the Internet and shows caring to any other reader.

I do notice one thing in common…it is always a complaint about the pricing first…then maybe the work.  I feel that makes it a pricing issue.  They want something for free and feel if they go online and make a fuss about it, the shop owner will cut them a deal just to keep them quiet.  The customer probably does this over and over again at different repair shops.  It is obvious that they knew the price before they said, “go ahead” so…

If this ever happens to you, and they do come in and talk to you, determine if this is just a “money-grab” or a real complaint about the service/repair job.  Of course, if the service/repair was incorrect, make it right!  If it was really about the money, ask why they gave permission to proceed with the job.

I am mostly writing this to say, should this happen to you, don’t be devastated.  There are people out there who almost make it a profession to “get something for nothing” due to the convenience of online complaining.  Don’t let it tear you or your staff apart.  You know you are great, I know you are great, and most importantly, from the majority of the glowing reviews, your customers know it, too.

Rhonda Hiltbrand
CEO
News Works Marketing


Your Website Is Now Your Yellow Pages!

Rhonda HiltbrandMany of our customers are telling us that they seem to be getting a lot more visits to their website, but it isn’t generating more sales.  Here is what a recent study discovered:

“The MMA recently unveiled a study for Allstate containing compelling new insights – including proof that there is no direct correlation between click-throughs and conversions.”

Your website will get more visits these days and should…because it is now being used to look up your telephone number. If consumers hang out a bit and click through that is good news…they may just be trying to see if you have an article about what they are experiencing with their vehicle.  Make sure you have that information on your website.

If you need help in this area, please contact us!  We’ll be glad to help!

Rhonda Hiltbrand
CEO
News Works Marketing