When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to buy unless they receive a discount. Sometimes this is driven by the organization's culture or the buyer wanting to look good to their boss and sometimes it is simply the mindset of the individual buyer them self. To some people... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by exhorting their employees to speak with a smile. Be polite. Never lose your cool. But isn't that a little like closing the barn door after the horses have gotten out? Good customer service should be about a good customer experience... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect. What's up? What's going wrong?The answer may lie with your people skills?Why do people come to your restaurant? By now you should know why people frequent... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and negative body language can cause problems when dealing with other people, particularly customers and staff. However, using the wrong words can also cause problems.There are certain "trigger" words that cause people to become more difficult especially in emotionally charged situations... Read More

E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all sizes struggle to accurately answer a common question: who are my customers? If you can't answer that question, chances are you're also in the dark about the following questions. What customer demand trends can I expect in the future? How... Read More

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. A dissatisfied customer is a direct reflection on our performance and a blow to our egos. The... Read More

Everyone talks in code!

How often have you left a meeting with a customer or your boss telling yourself he likes my ideas. Only to find later that you didn't get the sale or your boss has told everyone that you are crazy.As we get older it seems to us that everyone talks in... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business, and some business people would question, "What does kindness have to do with business, anyway?" Is this a for real question or just to prove a point? Or perhaps they couldn't figure out what being kind really had to do... 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 part of every manager's job. Sometimes complaints can be overwhelming. However, when we take them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace. After all, a complaint is nothing... Read More

In The News:

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How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

Under Promise & Over Perform: The Art of Managing Customer Expectations

I'll always feel warmly about Conrad's restaurant, in Glendale, California.On... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone... Read More

Setting Up a Customer of the Week Program for a Mobile Car Wash

In a mobile detail or mobile car wash business you... Read More

From Disgruntled to Champion - How to Turn an Unhappy Client Into Your Best Customer

It's a salesperson's worst nightmare- the phone call that comes... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

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

Handling Angry Clients

What do you do when your client gets mad at... Read More

How to Win the Hearts of Your Customers and Friends

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

Customer Service Has Moved Toward Customer Care

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

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

Customer Service Is More Than Just Being Nice To People

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

Your Number One Asset

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

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack... Read More

Learning from Your Employees and Customers Complaints

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

Writing The Book On Great Customer Service

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

What?s in a Name?

Different people call their Customers by different names. If they... Read More

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

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

Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... 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

Your Actions Tell Your Clients How You Expect To Be Treated

There is a widely accepted principle of human behavior that... 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