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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Be A Resource

What is one of the greatest ways to add value... Read More

Moments That Matter

Many years ago, I was a first year apprentice assigned... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

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

Establishing Yourself as an Expert in the Eyes of Your Customers

The most important aspect of a successful business is developing... Read More

Are You Giving Your Customers Enough Reasons To Return To Your Business?

Good customer service just isn't enough anymore in the marketplace... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major... Read More

Your Number One Asset

Customers put you in business, keep you in business, and... Read More

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations... Read More

Handling Customer Complaints

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

What To Do When Youve Blown It

It's bound to happen sooner or later ? yes, even... Read More

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

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

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

Customer Service and Call Center Outsourcing, Whats The Buzz?

The buzz is all about customer service and call center... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

Customers - Hold Onto the Ones Youve Got

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

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Customer Service Consultants

When all else fails in your company to meet the... Read More

Increase Sum in Your Check Account with Follow-Ups

We'll be examining what makes follow up to prospects/customers so... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More