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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Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant... Read More

Handling Angry Clients

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

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

Customer Satisfaction and the Service Business

The relationship between customer satisfaction and success of a service... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

Courting Customers - From First Date to Marriage

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

Oil Change Customer from Hell or Hoax; You Decide

Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More

Listening to Customers - 5 Tips

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

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset... Read More

Customer Conversion Mistakes That Will Cost You

The following are common mistakes that Sales Managers and Owners... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... 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

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

How to Walk the Floor and Talk to Customers

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

Customer Service - How Good Are YOU?

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

Absence Makes the Heart Grow Fonder

However, in the world of business, this clich? may not... Read More

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

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

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too... Read More

Everyone talks in code!

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

I Wont Tell My Lawyer but I Will Tell You

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

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

Learn to Anticipate Your Customers Needs

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