Marcia Riner of Profit with a Plan Podcast recently asked if I would join her to discuss the WOW factor in Customer Service. How do you really WOW your customers? How can you teach your team to effectively give the best customer experience? In the episode we...
When was the last time you looked at your business through your customers’ eyes? What do they see? I was at a spa a couple of days ago enjoying wonderful treatments including a facial. The staff and treatments were excellent. But when I lay down on the treatment table...
Several times over the last couple of days I have heard grumbling from people frustrated because they have dealt with companies that have not handled complaints well. What they were most frustrated about is they have literally gotten nothing back after expressing...
Often in the Profit Talk Newsletter I have commented on the shift that is happening in the marketplace from selling products or services to selling solutions. Well the same shift is also happening within companies to positions and personnel. A friend of mine has an...
I see this over and over again – the entrepreneur and team are so focused on the day to day activities they completely miss the #1 thing that impacts their customers’ decision the most. What is it? The sign outside your store or office. If you have a...
One of the most important shifts going on in business lately is the change of focus from transactions to solutions. If you think your business is just about what you sell – think again! Your business is about the value or results – the solutions you...
