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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3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

Increase in Customer Sales = Increase in Customer Service

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

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

Got A Consumer Problem?

Millions of people, just like you, end up with a... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Client Service as a Competitive Advantage

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

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

The Nine Principles of Customer Service for the Travel Industry?

If you want to learn how to get your clients... Read More

6 Reasons Why Complaining Customers are Golden

With Some Tips on How to RespondTt has probably happened... Read More

The Art of Giving Great Service

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

When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

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

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

A White Paper: Profiting with Kindness

In 2002, there wasn't much interest for Kindness in business,... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

Be A Resource

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

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

Stay - Say - Pay

Would you like to have customers that stay with you... Read More

Keeping Clients Happy Keeps them Coming Back

Whether you are a seasoned small business professional, or you... Read More

Mexico: Online Ordering?Dont!

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

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Handling Angry Clients

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