This place is perfect.

Have you ever said “This place is perfect” after spending some time in a store, restaurant or other business?¬†What made that place “perfect”? Many times, it’s little things. Sometimes, it’s about the things you might normally forget. Other times, it’s about things you simply don’t expect. Or a lack of the things you’d normally expect. […]

When customer service consumes a business

Recently a software business came to me looking for some help with sales emails. During the initial discussion, they hinted at being a bit overloaded on support. While explaining the big picture situation that provoked their request about the emails, they revealed some details about support tying up development. This was also keeping them from […]

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 premier service do they reach for?

How do you keep your clients excited and/or interested in your company? This¬†shouldn’t be any problem doing this for your highest-value clients as I expect you already have premier programs and services for them. I’m talking about your newest clients, as well as those who have been around a while but haven’t yet “made it […]

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 […]

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 […]

A simple, high value tactic many miss

When people know that you help small businesses and you’ve had a newspaper column since 2007, everyone who has a bad (or even mildly annoying) experience at a business wants to tell you about their latest adventure in commerce. Sometimes I hear about situations that really aren’t the fault of the business. Other times, the […]

First impressions: Driven by mastery

Most likely you’ve heard the saying “A poor artisan blames their tools.” Despite the ROI of blame being zero (at best), this situation goes well beyond blame. When you blame the tool, at least two situations can pop up: Your current tools don’t produce the kind of benefits / outcome / work you need (even […]

You will not receive a reply.

What message do you send to customers when you tell them up front that their feedback will not get a response? How many businesses have you stopped communicating with because they don’t listen and reply? Does anyone feel that way about your business? About you? If you have to do less communicating in order to […]