How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is, "Customer Relationship Management," but that doesn't really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its fullest potential... Read More

The Logic of Emotion!

Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes is based in emotion. You heard me, it's all about the emotion. Before you deny what I am describing to you, let me... Read More

You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small BusinessIf you make a poor impression in small things, why should customers trust you with larger ones like buying your product regularly or giving you a big order? In the last two days, I've seen this simple fact proved three... Read More

One Critical Question to Ask Yourself Every Day

What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every week. That fact alone makes bad checks a serious problem for American businesses. It is almost inevitable that, if your business accepts checks, you have been affected by this. As well as being stuck with bank fees for depositing a... Read More

5 Ways Customer Service Managers are Implementing to Increase Customer Focus

According to a Forum Corporation survey of commercial customers lost by 14 major service and manufacturing companies:15% found a better service/product15% found a cheaper service/product20% cited "lack of contact and individual attention from the company"50% said; "contact from old suppliers" personnel was poor in quality"These days, it seems that everyone... Read More

10 Customer Service Quality Statements to Measure up Against

It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions"...might sound like music to your ears, but that's just the time you... Read More

DONT Give Your Customers What They Want!

One of the mantras we hear repeatedly in business is "The customer is always right." I'm here to tell you that if you want to build a thriving business you need to forget that saying, and take note of Payne's Law #1 "The customer is always right- some of the... Read More

How to Keep Customers

Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London.The question I want answered is; did he ever work with customers on day-to-day... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for you both. They will be provided with some additional value, while you will be upgrading your... Read More

In The News:

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Finding Out Why a Potential Customer is Calling On You

Our challenge as the business owner/sales person answering the telephone,... Read More

Increase in Customer Sales = Increase in Customer Service

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

Whatever Happened To Customer Service?

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

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

To Complain and Win! - My Personal Recipe

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

Listening: The Foundation of Communication

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

The death of customer servie

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

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... Read More

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So... Read More

Become a Customer Enthusiasm-Guru!

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

The Dissatisfied Customer

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

RETAIL GREETERS: Sales Builders or Customer Turnoff?

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

Putting The Serve Back Into Customer Service

Good service is easy to spot and hard-to-find. Mediocre service... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

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

Foolproof Customer Service Strategies (That Only A Fool Would Try!)

Ever notice how customer service varies from store to store?... Read More

All of the World of Business Is a Stage

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

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Mexico: Online Ordering?Dont!

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

Customer Service Is More Than Just Being Nice To People

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

Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring!

Given the choice of dealing with a positive, upbeat employee... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are... Read More