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 […]

Listen to clients. They say the darndest things.

I love polarized lenses. Sunlight reflected off snow or water is brutal on my eyes. Polarized prescription shades make it all better. They aren’t inexpensive, yet the payoff in improved vision and eye strain is huge. These special lenses help me see things in a way I can’t otherwise experience. Taken further, consider the special […]

Strategic Notepad: Take Ownership

Last week, we talked about the opportunity presented to you when you find yourself helping a client in a stressed, deadline-driven or other pressure-filled situation. You can either create a good memory or a bad one. We’ve talked about how to make the best of these situations and we’ve talked about the opportunity created and […]

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 […]

What if you actually followed up?

Does your business follow up with your clients and prospects like you should? You should probably consider what “like you should” means, before deciding whether you follow up properly or not. Having done that, let’s define “follow up” as continuing the conversation with that particular prospect or client, in exactly the context they are in […]

Out of Stock

photo credit: Zigar When your store is out of stock on an item…what does your staff do and say? When I was out of state not long ago, I looked around for a pair of light hikers for everyday wear. I knew exactly what I wanted right down to the model name. I visited a […]

Sand gets in everything

photo credit: nattu Twenty-three years ago, I sold a now-kinda-embarrassing piece of software to someone and started a relationship that continues to this day. Two weeks ago, I found out that one of the biggest problems facing the client at that time was…. SAND in the keyboard. No matter how much you know about a […]

Making it personal at BusyMac

If you live in Northwest Montana, you know that one of the things we “cling to” is high school sports. I live in Columbia Falls, a town of about 4500 people. Our arch rival is Whitefish, a town of about 6000 people. While our towns are changing, Columbia Falls has historically been the blue collar […]

Knowing when to be a cowboy

photo credit: crowt59 It’s not unusual for entrepreneurs to display a cowboy mentality. I don’t mean so much a “shoot first and ask questions later” thing as much (though it certainly exists) as much as a “I can break any horse” mindset. Maybe you can, but consider the difference between breaking the horse and training […]

Little, inexpensive things mean a lot

credit: Dennis Wong What transforms an experience from “acceptable” to “cant wait to tell my friends”? To me, “acceptable” service starts with a smile, an effort to make sure the customer received what they came for, eye contact and a thank you. “Can’t wait to tell my friends” service doesn’t come *before* you do little […]