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. […]

Can you really reserve the right to refuse service?

With the recent same-sex marriage ruling in California, more and more businesses are going to be faced with making serious, perhaps business/life-altering decisions about their operations – assuming they haven’t already. One excellent example is the case of New Mexico wedding photographers who refused to photograph a same-sex commitment ceremony in 2006. Earlier this year, […]

Learning from Google

Today’s guest post is a brief story in Baseline magazine about how Google treats their employees. Unless you work in an IT shop (ie: a geeky guy like me), you probably haven’t read Baseline, but I highly recommend it. It was the source of the excellent coverage of the Delta Nervous System years ago that […]

Do you send the wrong unspoken messages to clients?

What message do you send to clients when you have a live sales chat feature on your website, but no live support chat? It says to me that I am not as important after the sale as I am before the sale, which is exactly how I felt today when visiting a website whose service […]

Is your business more dangerous when injured?

An injured animal is typically a dangerous thing, especially if it’s a sizable creature. It’s especially so as they age, as they are wiser and less likely to make a mistake that will cost them dearly. This is especially so when the animal is Tiger Woods. All day long, despite an injury, despite little stumbles […]

Firing a client

I had dinner with a client night before last and that topic was one of the things we very much agree on – when to send a client along to another vendor. His story was not unusual. You’ve all probably had it happen to you in one form or another. A new client left voice […]

Operations and Details: Why you need a passion for crossing the T and dotting the I

One of the very few troubling things about living in a small town or a rural area is that sometimes, not all that often, but sometimes (yeah, I repeat myself), you find yourself “forced” to use a vendor that drives you crazy. Because of what appears to be a lack of passion about operations and […]