Strategic Notepad: Customer Service

Last week, I noted that how you should recover from a client’s poor experience with you is dependent upon the context. For example, a four hour flight delay is meaningless if you have a six hour layover. It becomes serious if you have a three hour layover before an international flight late in the day, […]

Protecting your business

Business owners protect their business by reducing risk, managing cash flow, getting appropriate legal advice and insuring their people and assets properly. Most businesses decide to check out motor trade insurance instant online quotes and look for the company that suits them. The thing is, you can do those all things properly and still leave […]

Experience management matters

Delivery of a product or service is about far more than the act of your client opening the box or getting the service they paid for. The total experience matters, so you’d better manage it. An example should give my assertion the context it needs to clarify why experience management is so important. A need to […]

How to build a follow up system

Last time, we discussed why it’s important to consistently follow up with your clients. Consistency requires a system to manage the process, track the follow ups and remind you when they need to be done. Without a system, daily challenges can take over your day. Result: follow ups are forgotten. After I posted, @BeckyMcCray suggested that I […]

I love companies with slow computers

How much money do you waste by making your staff wait for computers? For slow networks? For slow internet? For slow computers? How hard do you make it for them to get their work done? How many times has a hotel desk clerk apologized to you at check in time because their computer was not […]

Your systems should focus on your clients

Do your systems serve your internal customers or all of them? By internal customers, I mean your accounting department, the staff on the shipping dock, customer service representatives, sales people and so on. Systems that serve your internal customers do things such as accept, validate and record orders, track commissions, automate shipment notifications, manage inventory and […]

The magic triangle of small business

Take a look at any reality show business turnaround and the story is always the same: Quality, customer service, management. It’s the magic triangle of small business, much less the formulaic basis of most business turnaround reality shows. What’s a bit stunning is that people actually wait around for the reality show hero and their crew […]

Earning return business, part two

Last time, I shared a story about how Best Buy avoided losing my family’s phone business (and perhaps all our business) by bending the rules a little on an insurance claim that had gotten in the weeds thanks to a combination of errors on our part and theirs. This week, car rentals. We recently drove […]