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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Dealing with Difficult People

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

Find Out Where Your Firm Stands in Today?s Customer

Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

The Marvelous World of Metaphors

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

Post Office, Incredible Lady Postmaster

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

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

Whatever Happened To Customer Service?

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

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

Making The Most Of Newsletters

Newsletters can be wonderful tools for communicating with your customers... Read More

Stellar Customer Service in 10 Simple Steps

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

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

Businesses Need to Rehumanise

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

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

How to Win the Hearts of Your Customers and Friends

Those of us doing business over the internet have to... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?

Are you concerned about customer loyalty? Are your customers so... Read More