If you were to give yourself a grade between 1-10 (high), how high would you grade yourself on the hospitality/friendliness scale? How about your company as a whole? Your sales team? Your admins? Your call center? Your customer service team? If you want to attract and...
read moreCustomer Service
Are You Delivering on Your Brand Promise?
Have you ever gone to a store or an event (like a seminar) where something was promised and then the store or the presenter didn’t deliver on that promise. If so, how did you feel? If you’re like most people, you felt worse than you would have if you...
read moreIs Your Business Stuck in a Rut?
Are you one of those people who thinks, “If it ain’t broke, don’t fix it?” Have you been doing what you’ve been doing the same way for the past six months? Twelve months? Two years? Five years? Or more? If you have, you’re in a rut....
read moreThe #1 Key to Not Frustrating Customers, Employees and Prospects
While it may not be intentional, you or your business are needlessly ticking off someone somewhere. Trust me, every company does. Sometimes it’s rather innocent (e.g. someone forgot to delete a calendar event on your website when the event was cancelled—and...
read moreA Quick Way to Immediately Improve Your Customer Service
If I asked you, “Can you give me five quick ways you could immediately improve your customer service?” how would you do? Would the five answers roll off your tongue? Or would you have to pause for a moment or two (or three)? If you’re like most...
read moreThe Two Numbers That Can Change Everything for Your Business
If I told you there were only two numbers that you really needed to know in order to grow your business faster, would you be interested? In other words, if I could simplify everything for you down to just two numbers that you needed to know in order to attract more...
read moreIs It Time to Upgrade Your Standards?
Everything in your business is a direct reflection of your standards—which means that whatever your standards are, they’re driving your business. For good or for bad, whatever is happening in your business right now ultimately emanates from your standards. Once you...
read moreThe Key to WOWING Your Customers and Clients
One of the interesting correlations on the recent reader survey I conducted was between questions two and three. Question #2 was, “Which of the following issues are problems that you’re wrestling with in your business or organization?” and Question #3 was, “What...
read moreWhat Are You Doing to Surprise Your Customers
A little over a week ago, I spent five days with a group of people at the home of one of the top internet marketers in our nation, Tom Antion. Getting to spend five days with someone who’s one of the best at what they do, is a pretty cool experience. And Tom does a...
read moreWhat’s Your Service Recovery Procedure?
If someone on your staff makes a mistake or you promise to deliver something on a certain date, and that doesn’t happen—what’s your service recovery procedure? Even if it isn’t your fault, what can you do to recover from that? If you don’t have a recovery process in...
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