René Gute Mund-zu-Mund-Propaganda zu erzeugen ist das Salz in der Suppe und das täglich Brot von Internet-Unternehmern (oder Entrepreneuren, wie man wohl auch sagt). Flächendeckende Werbung ist meistens weder eine gute Idee noch finanzierbar, also verlässt man sich besser auf das gute, alte Networking und das magische “Word-of-Mouth”.
Im folgenden fünf Regeln, die euch einen guten ersten Eindruck garantieren und eine starke, dauerhafte Beziehung ermöglichen. Einige Punkte mögen absolute no-brainer sein, doch schadet es nicht, sich diese einfachen Dinge immer mal wieder ins Gedächtnis zu rufen.
1. Antwortet / reagiert innerhalb von 24 Stunden
Hierbei geht es hauptsächlich darum, dass euer Gegenüber sich nicht wie ein Bittsteller fühlt. Antwortet prompt, kurz und knackig. Geschäft bedeutet Kommunikation, also bestätigt zumindest den Kontakt nach spätestens 24 Stunden, und gebt so zu verstehen, dass ihr an dem Problem / der Anfrage dran seid, auch wenn ihr keine unmittelbare Antwort habt.
Es gibt nichts schlimmeres, als eine schwebende Anfrage, auf die erst nach einer Woche geantwortet wird und in der Zwischenzeit konnte man nichtmal wissen, ob der andere die Anfrage überhaupt erhalten hat. Schlimmer wäre wirklich nur, gar nicht zu antworten.
2. Begegnet den Leuten mit Enthusiasmus
Wenn ihr ans Telefon geht oder eine E-Mail beantwortet, impliziert das, dass ihr Zeit habt, um euch um das Anliegen eures Gegenübers zu kümmern. Es ist also ziemlich blöd, am Telefon nebenbei weiter zu arbeiten oder zu surfen, denn der Anrufer merkt das definitiv (Stichwort Klick- und Tippgeräusche im Hintergrund)!
Widmet euren Kunden, Mitarbeitern und Gesprächspartnern eure volle Aufmerksamkeit. Und wenn das grade nicht geht, dann seid professionell genug, um euch erst später mit ihnen zu befassen. Antwortet lieber später als unpassend.
3. Sucht Augenkontakt
Klingt zuerst wie ein Tipp zum erfolgreichen Flirten, gilt aber ganz allgemein für zwischenmenschliche Kontakte: Guckt eurem Gesprächspartnern in die Augen.
Vielleicht liebt ihr euer neues iPhone, aber ihr solltet damit nie während eines Gesprächs herumspielen. Versetzt euch in die Lage eures Gegenübers: Wie würde es euch gefallen, wenn der andere alle paar Minuten auf sein Handy oder in die Runde um euch herum guckt? Es fühlt sich an wie verschwendete Zeit.
Also nochmal: Widmet euren Gesprächspartnern eure volle Aufmerksamkeit. Es gibt ihnen das Gefühl, dass ihre Meinung euch etwas wert ist. Es hilft euch, eine bleibenden Eindruck zu hinterlassen.
4. Hinterlasst smarte Voicemails
Um es klar zu sagen: Macht es kurz und knackig, redet nicht um den heißen Brei und nuschelt am Ende eure Nummer auf’s Band. Nennt am Anfang der Nachricht euren Namen und eure Telefonnummer und wiederholt am Ende noch einmal l-a-n-g-s-a-m eure Nummer. Es schadet natürlich auch nicht eine Zeit anzugeben, wann ihr unter der Nummer erreichbar seid (und seid dann auch erreichbar).
5. Und schreibt smarte E-Mails
Zeit ist Geld. Benutzt knackige Betreffzeilen. Vier oder fünf Worte, die die Aufmerksamkeit des Empfängers erregen. Schreibt die wichtigsten Infos in die ersten zwei Sätze der E-Mail und versucht nicht mehr als zwei, drei Absätze zu schreiben. So geht weniger Information verloren. Trivial, aber unheimlich wichtig: Saubere Interpunktion und Grammatik! Und die Rechtschreibprüfung nicht vergessen, es gibt kaum was blöderes, als Rechtschreibfehler in einer E-Mail.
Fazit
Das Geschäft oder vielmehr die Konkurrenz ist viel zu hart, als das man es sich leisten könnte, einen schlechten Eindruck zu hinterlassen. Erst recht, da es gar nicht so schwer ist, einen positiven zu hinterlassen. Ruft euch einfach ins Gedächtnis, wie ihr als Kunde behandelt werden wollt und benutzt solche Regeln, um aus der Masse an Geschäftskontakten herauszustechen.
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