One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?" While there are no definitively right answers to that question,... Read More
You Never Know Who You're Serving when customers turn irate.I think of myself as a reasonable person. It takes a lot to upset me, but upset I am.A number of years ago, I bought a new television set. I had seen a flyer from Lechmere's that had TV's on sale.... Read More
As Alan Weiss (guru to the savvy consultant) says: "It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough. If there is anyone anywhere who has ever sent you a check for your services and with whom you haven't communicated in... Read More
Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually... Read More
Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the... Read More
Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there ? they serve up amazing customer service. And these lessons aren't just served... Read More
Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.Customer service is all... Read More
This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal... Read More
In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. After all, since there was a finite group of customers and a limited... Read More
Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. If your newsletter is little more than blatant self-promotion, however, it's likely to hit the wastebasket before it hits your target's desk. By following a... Read More
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When all else fails in your company to meet the... Read More
The defintion of Customer Relationship Management (CRM) that I favor... Read More
In today's highly competitive economy, it is difficult to maintain... Read More
1. Hire people who have a service attitude. Some people... Read More
Clients? they are the most important influence in the success... Read More
What have you done for your existing customers lately? Probably... Read More
Is customer service a lost art? Before you answer that... Read More
Q: I just discovered that for the past six months... Read More
You try to make your customers happy. You sincerely WANT... Read More
Have you ever been in a department store and known... Read More
Abstract: People buy for their reasons, not yours. This article... Read More
I hate to sound like one of those cheesy get-rich-quick... Read More
Client satisfaction starts with meeting or beating the contractual obligations... Read More
While most companies talk about consumer friendliness, customer centricity, customer... Read More
I got it into my head sometime in December 2004... Read More
If you're like me, you've had plenty of experience with... Read More
Resistance has to do with putting up blocks that prevent... Read More
Anyone who knows me knows my favorite fast food restaurant... Read More
With all of the recent data theft in the financial... Read More
The following are common mistakes that Sales Managers and Owners... Read More
If you're a pet owner, you know the stress of... Read More
The salesman's job is to be well informed; extremely well... Read More
Every business owner should have a picture of his or... Read More
Your opportunity to build a stellar client relationship starts with... Read More
Those of us in home based and small businesses are... Read More
It's The Little Things That Make or Break a Small... Read More
Q: In a recent column you made the point that... Read More
Service can be described as a "performance" of some kind... Read More
Good service is easy to spot and hard-to-find. Mediocre service... Read More
Quest for new clients shouldn't ignore those who pay the... Read More
We'll be examining what makes follow up to prospects/customers so... Read More
We all know the old adage, "The Customer is Always... Read More
A client recently said to me: "Most days things seem... Read More
First let us specifically define customer service. It is the... Read More
It never fails to amaze me how many companies have... Read More
Have you seen that thing on TV where the gal... Read More
Customer service is the pits, you say. You are not... Read More
Periodically every sales person encounters the customer who refuses to... Read More
Whether online or off, if you plan on running or... Read More
A few months ago, I wrote about ingenious styles of... Read More
Delight = Customer Expectation plus 1. This was the simple... Read More
This morning I was having breakfast with my good friend... Read More
Q: One of the big chain bookstores recently opened up... Read More
Recognize metaphors from every angle and round up more insight... Read More
"I am writing to complain about the widget I bought... Read More
What a lot of money we have been wasting on... Read More
There is a widely accepted principle of human behavior that... Read More
Want to know the secret for keeping your clients forever?... Read More
As I waited for an answer to my VCR inquiry... Read More
However, in the world of business, this cliché may not... Read More
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