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What Do Your Customers See?

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...
Handling Complaints – A Competitive Advantage

Handling Complaints – A Competitive Advantage

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...

The Easiest Fix to Ramp Up Your Business

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...

Don’t Let Profit Walk Out Your Door

Every time someone walks through the door of your business (or interacts with you or your team members), you have the opportunity to convert them into a loyal customer, or even a raving fan. (My definition of a loyal customer: someone who chooses your company over and...

How NOT to Deal with a Business Upset

As anyone who flies on a regular basis will tell you, sometimes you just have to take a deep breath and wait it out. Recently I had an experience flying home from Hawaii that was the worst I have experienced in 15 years of regular business travel. Now Hawaii is a...