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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Client Service as a Competitive Advantage

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

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

I Wont Tell My Lawyer but I Will Tell You

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

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

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

Clients... and 38 ways to communicate with them

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

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver.... Read More

Doesnt Anybody Work Here? Nametags Impact Employee Communication

Walmart was the first business to require all its employees... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Stay - Say - Pay

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

The death of customer servie

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

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... 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

Why Communication Skills Dont Work In Customer Service

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

We Sell For Less and Our Stores Are a Mess!

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

Listening to Customers - 5 Tips

In a strange juxtapositioning of articles, this month's UK '... Read More

The Sellers Creed

I will not make sales. I will make Customers.I will... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

What Every Manager Should Know About How to Win the Loyalty of Customers

Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers... Read More

3 Special Benefits Every Customer Wants

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

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

Why Cant Microsoft Make Soft Packaging?

Why is it that Microsoft wants you to buy its... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

Service Equals Performance Equals Service

Service can be described as a "performance" of some kind... Read More