Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the billsAcquisition. It's a big word in small business marketing. Companies are constantly looking at ways to draw new people to the business and generate new streams of revenue. In this quest, some small businesses make the mistake of focusing too... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is to say it's a yellowish-green fruit about the size of an mid-sized watermelon. It has a thick skin of spikes, and a rich bitterish-sweet fruit.Known as the King of Fruits, it emits an overpoweringly pungent smell that lingers on for... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly - they want the core service of your business to meet their needs. They expect your product or service to work. If you say you're a plumber, then the customer expects you to fix their leaking pipe. If you say... Read More

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame people for watching their shrinking dollars. If you have regular clients, offer them an extra incentive now and again. Thank them for visiting... Read More

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here. Aren't you tired of having to... Read More

Carpet Cleaning in Surrey

Like any business, carpet and upholstery cleaning requires excellent customer service and great value for money. There are a number of ways in which one can obtain these. People have studied the art of customer service for many years, striving to find the right balance between giving hte best service... Read More

Whats Love Got To Do With It?

Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it. Some say that customers have changed and that the pursuit of loyalty... Read More

Dont Work with Jerks: How to Recognize a Difficult Client Early

Five minutes into the call I knew this client was going to make my life miserable. The problem was, I already said "Yes."Into every professional practice falls a little rain, or better said...walks in a nightmare client. You start losing sleep by a couple of hours every night, you keep... Read More

Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller, quickly and easily.In most cases, the caller has been told something about you and your product or service. It is your job to find out exactly what they are calling about without asking... Read More

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service occasionally stands out but only because it's the cream-of-the-crap.Last week I had the opportunity to speak at the Lumbermen's Merchandising Corp. annual sales meeting in Dallas. The meetings were held at the Dallas Convention Center and the hotel we stayed... Read More

In The News:

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Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a... Read More

All of the World of Business Is a Stage

One of the basics of acting taught to me in... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

Communicating Value

Abstract: People buy for their reasons, not yours. This article... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

DONT Give Your Customers What They Want!

One of the mantras we hear repeatedly in business is... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business,... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More

Dont Work with Jerks: How to Recognize a Difficult Client Early

Five minutes into the call I knew this client was... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

Customers - Hold Onto the Ones Youve Got

You probably spend a great deal of your time looking... Read More

How To Keep Your Customers Coming Back -- Understanding Customer Retention

Why do some businesses offer points, stamps or every tenth... Read More