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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Communicating for Profit and Customer Satisfaction

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

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More

Responding to Complaints

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

Doors by Catering to Your Clients

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

How To Build Stellar Client Relationships

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

Debt Elimination Scam

May people these days have a problem with mounting debt.... Read More

The death of customer servie

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

Are You Putting Technology Before Your Customers?

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

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our... Read More

Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms

Corporations in every sector are spending more than ever before... Read More

The Importance of Good Customer Service

Do you have good customer service? Even for your free... Read More

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

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

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

Mexico: Online Ordering?Dont!

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

What Exactly is Customer Relationship Management?

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

Becoming A Solution To Your Customers Problems

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

Loyal Customers Take Commitment

In today's competitive world of retail, many stores are implementing... Read More

What Every Manager Should Know About Seeing the World from Where the Customer Is Standing

It is important to remember that the customer doesn't necessarily... Read More

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know... Read More

Call Center Services - An Ever Increasing Demand

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