How to Easily Increase Your Profits

Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively to what you had to... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper, service provider and sales-manager, their most important title is Customer-Enthusiasm Guru.Your question, undoubtedly, is how do I find time in my unbelievably over-loaded... Read More

Establishing Yourself as an Expert in the Eyes of Your Customers

The most important aspect of a successful business is developing the correct mindset toward your customers. And this is not the over used phrase The customer is always right. Actually the correct mindset we are referring to here is to always think in terms of benefits for your customers. The... Read More

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."Now don't get me wrong. I spent many, many years training Customer Service Reps.... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long-term success you will achieve in business.Make Customer Satisfaction Your Top PriorityDon't just make sales. Create customers - satisfied customers. In addition... Read More

Over Deliver - The Key to Customer Satisfaction

Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client.MeetingsIn most organizations it's easy to deliver additional value around meetings, because statistically, most companies run meetings poorly. Capture important notes during your... Read More

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision.1. You Are the Maitre of Your BusinessYour role is take that of a maitre d'hotel. You should meet your guests (customers),... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed at the number of people who don't have the slightest idea of what customer service is. Customer service is not a way of doing things ? it's an attitude.I always love it when company's send their people to seminars to... Read More

Write a Business Thank-You Note

Have you seen that thing on TV where the gal tells the nerd she wonders why he never asked her to marry him and he stumbles and says "Thank You" and she turns to butter?The point of the message is that "Thank You" goes a long way to making people... Read More

Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)

Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.These first ten tips... Read More

In The News:

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How to Walk the Floor and Talk to Customers

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

Top 10 customer service tips

1. Hire people who have a service attitude. Some people... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Why Communication Skills Dont Work In Customer Service

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

Doors by Catering to Your Clients

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

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

Stay - Say - Pay

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

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

Ten Ways to Help You Improve Your Customer Service

1. Stay in contact with customers on a regular basis.... Read More

Listen to Suggestions

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

Moments That Matter

Many years ago, I was a first year apprentice assigned... Read More

Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?

Do many of us realize that we are working an... Read More

What Exactly is Customer Relationship Management?

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

Whats Love Got To Do With It?

Customer Loyalty, we all want it. Don't we?Some people say... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse.... Read More

How to Succeed in Business Without Compromising Your Integrity

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

Call Center Software - Your Tool of Choice in Customer Relations

The call center represents your first line of communication with... 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

Automating Your Customer Support

My regular readers will know that one of the things... Read More

Customer Neglect

What have you done for your existing customers lately? Probably... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

The Nine Principles of Customer Service for the Travel Industry?

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

Communicating for Profit and Customer Satisfaction

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