How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances because they didn't "train" their customers in the beginning.It is important that your customers know your credit policy and/or terms of payment, BEFORE they become a customer. Reiteration of your credit policy, when payment is overdue, is a good step... Read More

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning processes with organizations during the last 15+ years, I often find it somewhat amusing how people answer the questions I pose.For example, if I ask people, "What is your unique differentiation in the marketplace?" or "What does your organization really... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business during economic uncertainty is to get closer to the customer. Customers often want information along with a quote or invoice on the spot. With lack of information, the customers do not fix loyalty to a particular product or service and... Read More

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of strengths, weaknesses, cultures and goals. Even what blocks their efficiency and growth (blind spots) is different. Davis, Kingsley & Company has conducted hundreds of interviews and there are four strong themes that always emerge.Listen to me. This is the Big... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple formula for delighting your customers that Ken Blanchard informed us of in his book "Raving Fans" For me this is a great formula, but in itself it also raises a number of questions. For example, to deliver a plus one,... Read More

Importance of Good Customer Support in Online Computer Peripherals Shops

Looking for hi-fi computer peripherals? Finding it tough to decide on the product you need to purchase? Not sure about the models that are available? Not sure about the configuration that would best suit your need? Worried that your budget might not fetch you your long dreamt hi-fi? Just relax!!... Read More

Making Your Contacts Work For You

The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman. I went through my script and when I asked her why she thought her home hadn't sold, she said to me, I just don't... Read More

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

Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of. Alongside the fruit and vegetables, meat and tinned foods they sold refrigerators that they had purchased at very low cost from an... Read More

Automating Your Customer Support

My regular readers will know that one of the things I highly recommend doing with any online business is automating as many of your day to day tasks as possible.From a personal point of view, one of the tasks that takes up a lot of my time is answering emails.... Read More

In The News:

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Minimize The Pain of Check Recovery

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

All of the World of Business Is a Stage

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

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... Read More

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning... Read More

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

How to Succeed in Business Without Compromising Your Integrity

I spent some twenty years in the corporate world, for... Read More

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... 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

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

Aint We Wonderful!

It may come as a surprise to you to discover... Read More

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business... Read More

Have You Hugged a Customer Today?

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

Listening: The Foundation of Communication

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

Handling Customer Complaints

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

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

Profit from a Customer Service Recovery Program

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

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... 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