Planning for the train wreck before it happens

Step one after the fire is out or the flood waters have receded (or both) – if you haven’t already done so – is implementing your comeback plan. Notice that I said implementing the comeback plan, not making it. When times are hectic and the ceiling is dripping with smoky water, your mind isn’t going […]

Preparing for business disaster: Replacing You.

You may find it uncomfortable to think about this one, and you might even be lazy when it comes to implementing things related to it, but it’s important to do so. What steps have you taken to deal with something happening to you, or a key employee? Insurance companies have “Key man coverage” (and yes, […]

Considering telecommuters for your business?

Today’s guest post talks about changes in the workplace surrounding remote workers. One of the reasons I started Granite Bear back in the 90s was because of a conflict (yeah, that’s glossing it over) over working remotely. This post discusses the changes in thought processes involved in starting a telework program. Unlike many posts, this […]

Why are you STILL wasting time?

No, this is not another time management discussion. I simply want to put your day in the proper context. After all, almost 60% of the year is behind us and I want you to be sure you’re getting closer to making it where you wanted to be by the end of the year. So… if […]

The Intersection of Policy and Customer Service

Joel Spolsky is a household name to most people in the software business. He’s been blogging for years about Microsoft, customer service, the software business and even how to build out an office in New York City. Not long ago, he started blogging for Inc. Magazine. Today, he’s our guest poster and talks about something […]

More on the expanse of mediocrity

As we discussed recently, all you have to do to find mediocre anything is jump on an airplane – with a few rare exceptions – to encounter the worst of everything, including your expectations. In today’s guest post, Chris talks about the culture of mediocrity that many of us have come to expect.

How to make follow up actually happen

Lately, I’ve been nagging you a bit about getting better about following up. And we talked about how you can identify hard dollar revenue to your follow ups. One of the obstacles to following up is knowing when do to so. Do you follow up a week after a purchase? A month? 3 months? That […]

Two simple keys to easy revenue and better service

Upsell and follow up. Simple, right?  You already know this. But are you actually doing it? Two of the easiest things to do to increase sales without spending even a dime to chase new customers, something you shouldn’t need to do if you are doing things right, are asking for the upsell and following up. […]

Life and business control starts with systems

Many business owners would love to have control of their lives, yet they never seem to take any serious steps toward achieving that state. I’ll be the first to tell you that I’m no poster boy in this department, but just like me, if you look around, you’ll find someone doing even worse than you […]

Don’t make it hard for people to give you money

Emergencies of all forms seem to come at the worst possible times. How your business manages day to day transactions quite often makes the emergency worse for your clients. Bear with me, this story – and the lesson that goes with it – requires a bit of background discussion. Last week was crazy for me. […]