Ask questions while the answers still matter

Back in November 2017, my wife hit a deer at 70 mph on a four-lane road on her way to work in the pre-dawn hours a few days before Thanksgiving. The events that followed provided a number of takeaways for business owners, in addition to pointing out the importance of asking questions while the answers […]

What would they do to put you out of business?

When I asked “What would they do to put you out of business?“, you probably wondered who “they” are. “They” might be someone whose expertise in another market tells them yours is ripe for the taking. “They” might be a competitor you already have, or someone new to the market who doesn’t know any better. […]

Selling someone else’s products

Have you ever thought about selling someone else’s products? When you sell someone else’s products,  parts of that vendor’s business obviously become a part of yours: their products and services. However, the reality is a good bit more complicated. Be sure what business you’re in When you consider selling someone else’s products, it’s critical to […]

Being ready for a new customer

In a sport, when a player isn’t ready when the play starts, bad things tend to happen. In some sports, a penalty. In others, the opposing team gains an advantage, sometimes big, sometimes a few points. In business, being ready when “the play starts” means you might get the business. Not being ready may mean […]

Bounce rate too high? Set the stage

What are you doing to keep your website’s bounce rate down? Bounce rate is the percentage of visitors that visit your site and leave without looking at another page, or taking any action (opt-ins, etc). A high bounce rate would be a bad thing in most cases. There are sites where higher than normal bounce […]

Which little things do you let slide?

We often let little things go because we have “bigger fish to fry”. We prioritize tasks, clients, products and services over others of the same sort because we have to. Prioritization of what’s important today over what might be important tomorrow, or even later today is perfectly normal. We have to do it. The challenge […]

Assumptions are dangerous

For the last month or so, I’ve been working on an all-consuming project. Yesterday, during a conversation with the recipient of this work, it became obvious that both of us had made some assumptions about the work that overcomplicated the project in the short term. In the long term, no time was wasted on this […]

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, […]

Where’s the Maitre’ D?

When a new client arrives at your store and/or on your website, do they know exactly where everything is? Probably not. If not, are there clear introductions to where things are, what the rules of the road are, how (and where) to get help, what the buying process looks like, where to find service help […]

Project Management: Is it done yet?

When I was young and a bit green at project management, I somehow managed to have responsibility for a number of big projects. Some came in OK, some never seemed to get rolling properly, some were late, and some seemed to take on a life of their own. A latter group tended to include projects […]