Did you miss any of my blog posts from around the Net this week? No worries, just read on below.

Do you really know how your employees feel about working for you? If you want to keep them, you’d better. Get the scoop in my post on Anita Campbell’s Small Business Trends.

We all know consumers are going mobile–when shopping, that is. But what are they buying and on what devices? Find out in my post on Network Solutions‘ GrowSmartBusiness blog.

Do you use content marketing to attract customers? (Or are you not even sure what “content marketing” is?) Learn how well different types of content work in my post on AT&T‘s SmallBusiness InSite.

Maybe you use Facebook ads. How well do they work for you? Find out what other business owners think in this Huffington Post Small Business post.

What’s up with Generation Y entrepreneurs (and intrapreneurs)? Get the scoop in my post on American Express OPEN Forum.

And, in the words of Nike ads, if you’re thinking about starting a business, stop thinking and “just do it.” Read my post at SCORE‘s Success Blog for inspiration.

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Do you use email marketing in your business? Maybe you regularly send out email newsletters, or occasionally alert your customers about specials or sales. Well, you might be surprised to learn which words in your subject line can get your email messages marked as “spam.”

SalesNexus recently compiled a useful list of the top 200 words that are most likely to get your emails trashed. And by “trashed” I don’t mean that recipients will delete them–I mean that they’ll never make it to the intended recipient in the first place because a spam filter will weed them out.

You probably work way too hard on your email marketing to have that happen, so be sure to check out the list. While some of the red-flag words (“Nigerian”) won’t surprise anyone, others (“Order Status”) probably will–and will encourage you to take a new approach to crafting your email messages.

Have you missed any of my posts around the Web this week? Read on for a quick roundup.

Why do female small business owners have more trouble getting financing? The answer could be traced back to the scarcity of women on corporate boards. Get the connection in my post on American Express OPEN Forum.

Have you tried Facebook ads and, if so, did they work for you? Find out what other business owners think about advertising on Facebook in my post on  Huffington Post Small Business.

How about selling products on Facebook? Few businesses have tried, but new data show consumers might be readier than you think to embrace buying on the social media site. Check out my post on Huffington Post Small Business to learn more.

Are your sales in a slump? Looking at your business with a fresh perspective can show you customers you might be missing out on. Find out more in my post on the SCORE Success blog.

How is consumer confidence? It depends on who you ask. See how optimistic different age groups are feeling in my post on Anita Campbell’s Small Business Trends.

Need tech employees to power up your website? Finding them may not be as simple as you think. Get the skinny in my post on Network Solutions‘ GrowSmartBusiness blog.

If you’re selling BtoB, you know “content marketing” is all the rage. Find out how to make content marketing work for you in my post on AT&T‘s SmallBusinessInSite.

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The “This is Retail” contest is part of NRF’s Retail Means Jobs campaign and is aimed at raising awareness of the retail industry’s significant economic impact. Here’s how to enter:

Tell your retail story in a video no longer than two minutes. Make sure your video includes the phrase “I’m [Name] and This is Retail.” (Check back February 1 for complete guidelines for video submissions and a checklist of what to include.)

When telling your story, pick one of the following themes, and be sure to mention at least one in your video:
• Retail Powers America’s Economy
• Retail Is Main Street
• Retail Drives Innovation
• Retail Strengthens Consumers
• Retail Creates Opportunity

Upload your video between March 5 – 16 ( upload link will be available March 5).

The top 20 finalists will be announced on April 2. Then rally your friends, family and community to vote!

For more details go to the Retail Means Jobs website. http://www.retailmeansjobs.com/contest

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Have you ever struggled to deal with an angry customer in the best way for your business? In today’s guest post, customer service expert John Tschohl shares his advice for handling the situation in a way that benefits both your business and the customer.

Most of us have been there at one time or another and most likely don’t want to ever go back.  Whether it was over the phone or in person, and regardless if a product was flawed, a delivery was late or a charge was inaccurate, dealing with an irate customer isn’t fun in any situation. How you deal with that customer will determine how he or she feels about your business.

When most people come in contact with an irate customer, their first instinct is to turn and run. Dealing with a customer who has a problem and is upset about it can be more than a little daunting. With the proper perspective, however, you will see that the customer’s complain is actually an opportunity to put your best foot forward.

Customers who have complaints are a blessing in disguise. They are letting you know where you and your business have flaws, and are providing you with the opportunity to correct them. When you do, you will see increased customer loyalty, revenues and profits. It’s a win/win situation. In fact, you should be more concerned with the customers who don’t complain than with those who do.

Dealing with irate customers and solving their problems is a critical element of providing great service. When dealing with an irate customer, train your employees to follow these steps:

• Listen carefully and with interest to what the customer is telling you.
• Apologize without laying blame, regardless of who is at fault.
• Put yourself in the customer’s place, and respond in a way that shows you care about his or her concerns. Use phrases such as, “I understand that must be upsetting,” or “I don’t blame you for being upset; I would feel the same way.”
• Ask pertinent questions in a caring, concerned manner, and actively listen to the answers.
• Suggest one or more alternatives that would address the customer’s concerns.
• Solve the problem quickly and efficiently, or find someone who can.

Using these steps will quickly calm most unhappy or angry customers and allow you to address and solve their problems. Patience and tact is the key.

It’s important when a customer is making outrageous statements and throwing a fit that you remain calm. Do not take those statements personally. Apologize, take the blame, and empathize with the customer. Then go and solve their problem.

Just as important as what you and your employees should do, there are four things you should not do:

• Don’t directly challenge someone who has a complaint and is angry. Even if that customer is wrong, don’t attempt to prove it. Your goal is to solve the problem, not to enter into a debate on the merits of the complaint.
• Don’t let the conversation wander or get off the topic. Solve the crisis at hand without looking for, and finding, additional problems.
• Don’t participate in fault finding. Shifting blame doesn’t help anyone.
• Don’t let your personal feelings get in the way. Stay cool and use courtesy and tact to defuse the situation.

When you successfully handle irate customers and their complaints, you will be rewarded with a satisfied customer who will be loyal to you and your organization. That loyalty will have a positive impact on your organization’s bottom line and make you look like a hero.

John Tschohl is a customer service strategist who has been instructing and motivating employees, managers, supervisors and company CEOs for 39 years.  He’s been called the “Guru of Customer Service” by USA Today and TIME magazine.  He is a bestselling author of six books, including his latest release, Achieving Excellence Through Customer Service. Tschohl is president of The Service Quality Institute, the global leader in customer service training and development.  Visit http://www.johntschohl.com/ and http://www.customer-service.com/.

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Seven out of 10 small business owners are optimistic about the future, according to the 6^th annual Staples National Small Business Survey. But more than half (52 percent) wish they had a bigger marketing budget. To help, Staples has launched the Staples “Give Your Small Business the Push It Needs” contest. Five small businesses will win up to $50,000 each in free television advertising in their home market. (SmallBizDaily is working with Staples on this promotion.)

To enter the “Give Your Small Business the Push It Needs” contest, just submit a 15-second video about your business on Facebook.com/Staples.  Five winning small businesses will be chosen to receive 15 seconds of advertising in a 30-second Staples television ad to run in their local market.

The prize package, valued at up to $50,000 worth of local cable television airtime, also includes $500 in Staples Copy and Print or Staples EasyTech™ services.  Winners can choose either $50,000 in advertising or $40,000 in advertising plus $10,000 in cash.

I don’t have to tell you how important marketing is, and how challenging it can be to market and advertise on a limited small-business budget. Entrepreneurs are used to being resourceful and creative in their marketing—so imagine how far your business could go with the marketing boost from the Staples “Give Your Small Business the Push It Needs” contest?

The contest ends March 14, 2012. For more information and to enter, visit Facebook.com/Staples. You can also follow Staples on Twitter at http://www.twitter.com/staples.

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Have you missed any of my blog posts from around the Internet this week? Catch up here:

The “New Normal” is here to stay, but what does that really mean? Get the scoop on 5 trends shaping small business this year in my post on Anita Campbell’s Small Business Trends.

It’s official: Consumers love shopping with mobile devices. Find out why in my post on Network Solutions‘ GrowSmartBusiness blog. They also love daily deals–so if you haven’t used these yet, you might want to give it a whirl. Get more details on Network Solutions‘ GrowSmartBusiness blog.

Despite what you may read, you can get financing for your business–as long as you have the right stuff. To learn what that is, visit my post on the SCORE Success Blog.

And even without getting a loan (or increasing your sales) there are ways to take home more of what your business makes. Find out how to boost profits by making 7 small changes in my post on American Express OPEN Forum.

Is your business relying on virtual employees? Then you’re right in line with a growing trend–read my post on Huffington Post Small Business to learn more. But while employees are going digital, some marketing still works best the old-fashioned way–i.e., snail mail. Get the scoop in another of my Huffington Post Small Business pieces.

Want to be an expert in your industry? You already are–now, you just need to learn to promote yourself that way. Find out how in my post on the Industry Word blog.

Do you think your small business has all the customers you need? I thought not. But did you ever stop to think you might be driving customers away without even realizing it?

To see how you could be turning customers off without meaning to, it’s crucial  to look at your business from a new point of view. Recently I had an eye-opening experience that thrust me into someone else’s point of view. Some family members and I went out to dinner with a group that included several seniors. The restaurant was one I’ve always considered family-friendly, but being with older people showed me that it wasn’t as “friendly” as we had thought.

The first clue was the entrance, which was dimly lit with black floors, walls and reflective surfaces everywhere. I saw older members of the group squinting to see and navigating carefully so they wouldn’t slip. Next, we had to wait more than an hour to be seated in the crowded, noisy entryway. Conversation was tough for a couple in our group who are hard of hearing. Finally, after waiting all that time, we were shown to a giant, circular booth—which would have been great except that it was a struggle for the seniors in the group to slide into the booth.

The evening got me thinking about the many ways a business can be turning off potential customers without realizing it. Are you unconsciously making choices that tell certain people they’re not welcome at your business?

Think about different age groups (kids, college students, middle-aged people, seniors) or different types of people (tech-savvy, handicapped, overweight, men, women, singles, couples). Here are some things you might want to consider:

• Noise level. Can people hold a conversation in your eatery or bar? Is the music in your store so loud it drives anyone over 18 away?
• Seating. Do you have different seating options to accommodate a wide range of ages and sizes? If you own a retail store, are there a few spots for shoppers’ friends to sit and wait for them?
• Location. Is your store or office accessible, both in terms of parking and getting into the store or office?
• Décor. Is it rugged, kid-friendly, frilly? Will it thrill one type of customer but turn off others?
• Restrooms. If you have them, are they accessible to all and feature extras like baby changing tables?
• Navigation. Is there space for strollers or walkers? Or is your store, office or restaurant so crowded people can barely get through?
• Image. Is your business subconsciously conveying the message “Women only” or “No Kids Allowed”?

Of course, no small business can attract everyone under the sun. And you don’t want to make your store, shop or office so bland and generic that in your effort to please everyone, you please no one. But in today’s economy, you do need to think about a wider range of customers than you might be used to. To put it bluntly, these days, a small business can’t afford to turn anyone off.

Suppose you’re a male small business owner wondering why your restaurant doesn’t attract many female customers. Try looking at it through a woman’s eyes. Is your parking lot dimly lit or run down? Women may not feel safe coming there. Are your restrooms clean and well-stocked? Women do care about that. Do you accommodate kids with children’s menus or high chairs? Moms might love to meet up at your place for lunch if you make it easy for them.

Try looking at your business through others’ eyes, and you just might find a whole new market you never thought about before.

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Have you missed any of my posts around the Net this week? Here’s what I’m talking about:

Mobile shopping is hot–but what happens if your site isn’t up to speed? Learn what consumers are–and aren’t–willing to put up with when shopping on smartphones in my post on Network Solutions’ GrowSmartBusiness blog.

Speaking of mobile, the trend of “checking in” at locations could be poised to gather steam. Read more in my post on American Express OPEN Forum.

And speaking of shopping, it’s no secret men and women behave differently when shopping in retail stores–but did you know they shop differently online, too? Find out how your ecommerce site can cater to men or women in my post on AT&T‘s SmallBusinessInSite.

Read my picks for four other tech trends you need to get in on at SCORE Success blog.

Is your work force more of the same old, same old? Diversifying your team could be the key to greater financial success, new research reports. Get the skinny in my post on Anita Campbell’s Small Business Trends.

Does your business still market with direct mail? If you think that method is outmoded today, think again–and read my Huffington Post Small Business post to learn the industries where direct mail is actually a more effective marketing tool than online methods.

Looking for alternatives to hard-to-get bank loans? There are plenty of options–read my Q&A on the SBDC-LA website to get the scoop.

In today’s tight economy, small businesses are constantly looking for the most cost-effect form of marketing. For an effective, yet money-saving tactic, creating a case study for your small business is an ideal method for boosting your publicity. In today’s guest post, WASP Barcode Technologies shares tips for creating an effective case study.

Case studies, or more commonly referred to as “customer stories,” can help promote your small business and allow you to build an expert reputation. Even if you’re not a writing wiz, you can still create an effective case study to maximize your marketing efforts. Here’s a quick guide to writing your own case study for your small business.

Selecting Your Subject

If you have a great product or service, finding impactful customer testimonial shouldn’t be difficult. One of the easiest ways to determine a good case study candidate is to send out a survey to previous customers. From here you will be able to put together a pool of client testimonials to share with the public. Be sure to choose a customer who loves your product/service. Tip: Remind the customer that by providing a testimonial, his or her business will be receiving valuable publicity as well.

Gather Background Information

Once you’ve selected a subject for your case study, you’ll need to find out a bit of information regarding the customer and his or her business. Here are a few topics we suggest digging into a bit further on your subject:

• What is the subject’s role at the company?
• What was their role for the implementation of your product or service?
• In what industry does the company specialize?

Stating the Problem

Once you’ve provided your readers with a bit of background from both the point of contact as well as the company, it is important to uncover the initial problem. State the issue at hand before the implementation of your product or service. What problems did the company have prior to your product or service? This portion of the case study is straightforward, and should really be 100 words or less.

Finding a Solution

The solution is obvious. The subject has made the decision to implement your product or service to grow as a successful business. But the main focus in this section is “why?” You’ll want to address why the subject chose your product/service over a competitor’s.

Sharing the Results

There’s a reason the customer has agreed to submit their testimonial. Your product or service has in one way or another helped the subject’s business. Now is the time to not be modest. You’ll want to share the benefits the customer received from implementing your product. It’s important to be specific – did your product/service increase sales, productivity levels or increase officeefficiency? If possible, provide specific numbers that will help show an increase from before and after.

Final Review

Before finalizing the case study, you must receive the customer’s approval. The reputation of their company is at stake. It’s likely you’ll use quotes from your subject, so be sure to allow them to review your work before publishing and sending it out to editors.

So there you have it. Case studies are a cost-effective tactic to add to your marketing campaign. Not only will you be building your company’s reputation, but you’re likely to gain new customers as well.

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