Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, by taking them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace.After all, a complaint is nothing more that... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack because of a client's needs?I try to live by the 80/20 rule: working from my home office 80% of the time and working onsite with clients 20% of the time. But, the past week has been the exact opposite.I had... Read More

11 Ways to Get What You Want - Be a Clever Customer!

We all want great service, whether we are buying our weekly groceries from a store, or want a billing hitch resolved at our local utilities provider. Whether it's getting our car fixed, or a great meal in a restaurant. So we can holler and complain about how poor customer service... Read More

Sales Marketing: 10 High Impact Ways To Improve Your Customer Service

If you want to last a long time in business and succeed, you must learn how to make your customers happy.You have to know who are your customers, what they want and keep in touch with them and their needs.Let me suggest to you 10 ways to succeed in doing... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in a manner that makes you feel angry, frustrated or annoyed - this is known as a Hook.We can even become "Hooked" by the way people look, how they talk, how they smell and even by their general demeanour.If we take... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and there are so many areas that as a business owner you need to pay attention too.It's not enough to spend heaps of time, money and resources into getting buyers for your goods and services and then leaving those clients/customers to... Read More

Whatever Happened To Customer Service?

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

Developing A Customer Complaint System

Background The company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements ... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business. There are many reasons for feeling resistance including fear of new things or change, fear of failure or success or even fear of not being perfect.When we resist... Read More

Moments That Matter

Many years ago, I was a first year apprentice assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capital Hill in Seattle, an upscale part of town.It was a 90-degree day, in late August. To make matters worse, it was... Read More

In The News:

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Make Sure You Get The Customer Perspective

Businesses that fail, often forget to seek out the customer... Read More

Customer Service Is More Than Just Being Nice To People

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

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love... Read More

Difficult Customers - Theres No Such Thing

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

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Making Your Contacts Work For You

The best way to explain this concept is to tell... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts... Read More

Service Equals Performance Equals Service

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

Write a Business Thank-You Note

Have you seen that thing on TV where the gal... Read More

Why Cant Microsoft Make Soft Packaging?

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

Got A Consumer Problem?

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

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

Everyone talks in code!

How often have you left a meeting with a customer... Read More

The Nine Principles of Customer Service for the Travel Industry?

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

How To Keep Your Customers Coming Back -- Understanding Customer Retention

Why do some businesses offer points, stamps or every tenth... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

How to Walk the Floor and Talk to Customers

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

Whats For Lunch?

As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More

Breaking the Ice and Winning Over the Client!

Wherever you turn these days you'll find articles covering every... Read More

The Sellers Creed

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

Is Your CRM (Customer Relationship Management) System Doomed To Fail?

"Right, People. Let's blast out that mail campaign we've been... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local... Read More

A White Paper: Profiting with Kindness

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