Handling Angry Clients

What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about. Sometimes our... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your business? As a mystery shopper, I help businesses see themselves through the eyes of their customers by posing as a typical customer and evaluating their service, quality and cleanliness. Was it easy to find what I needed?... Read More

The 3 Rs of Customer Service

What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when... Read More

What?s in a Name?

Different people call their Customers by different names. If they don't have Customers, they have Clients, purchasers, licensees, users, patients, members, franchisees, or buyers. Each of these words carries meaning to those who say them. And those meanings say something about the health and long term success of the enterprise.What... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that marketing isn't all about struggle, jargon, tricks or gimmicks, spiritual practice is the very root of success.Sound completely airy-fairy? We understand the response.... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead. More people are using it, they have faster bandwidth, and in many cases Net-time is taking over TV- time. It's no wonder more users are turning to the Net for help, rather than the telephone. So why not take advantage... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away?... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.- No system to capture and log prospect information/contact data on incoming ad calls.- Poor tracking of incoming calls for source and... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better... Read More

In The News:

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The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

Make Sure You Get The Customer Perspective

Businesses that fail, often forget to seek out the customer... Read More

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service... Read More

All of the World of Business Is a Stage

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

At Your Service: The Ten Commandments of Great Customer Service!

Customer service is an integral part of our job and... Read More

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... Read More

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Wholesale Buyers Versus Retail Customers

Are wholesale buyers and retail customers really different? Frankly, there... Read More

What To Do When Youve Blown It

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

Businesses Need to Rehumanise

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

What Exactly is Customer Relationship Management?

The defintion of Customer Relationship Management (CRM) that I favor... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

Cheap To Keep

You've heard it all before when it comes to stats... Read More

11 Ways to Get What You Want - Be a Clever Customer!

We all want great service, whether we are buying our... Read More

How to Easily Increase Your Profits

Do you remember the last time you went into a... Read More

What Every Manager Should Know About How to Win the Loyalty of Customers

Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers... Read More

Over Deliver - The Key to Customer Satisfaction

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

Customer Service and The Human Experience

Historically, customer service was delivered over the phone or in... Read More

Be A Resource

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

Automating Your Customer Support

My regular readers will know that one of the things... Read More

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More

The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better

Yesterday I went to buy a sandwich at a franchised... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More