Attention Business Leaders! How To Encourage A Customer-Oriented Culture In the midst of the COVID-19 pandemic, protests, and economic volatility, businesses nationwide are navigating uncharted territory. As society moves forward, business leaders face a unique...
What Makes Your Customers Walk Away and Not Return?
What Makes Your Customers Walk Away and Not Return?One of the most crucial elements of any business — customer service — can literally make or break your bottom line.If your business is not as profitable as you’d like, take a look at how your customers are being...
Dating or following up?
Sometimes following up with the client feels like dating when we were teenagers. You don’t want to be pushy, but you also don’t want to drop the ball. We also all worry about rejection.
Leaders Live Great Customer Service
I walked up to the cashier, who was talking with her co-worker working the other checkout line at a retail store. “How are you?” I asked. She ignored me and continued talking to the other cashier while running my items…
How to save money, be green, and have your customers buy-in too!
The Sheraton Resort in Steamboat Springs, CO got it right. When you check in they give you the song and dance about how nice it is for you to re-use your towels. What many hotel guests are thinking is “Hey, I paid for this room so that someone else WOULD clean it for me. Why would I NOT want housecleaning services?”
Why Businesses Need to Stop Rewarding Bad Behavior
People respond to incentives, whether positive or negative. The more experienced people are, the more they figure out the systems, and the more use them to their advantage. So it is with a sense of sadness that we acknowledge Alaska Airlines for joining the ranks of airlines that punish their loyal customers who are doing the right thing.
How to lose your customers
Imagine that you are a hair salon that caters to men. Your salon is beautifully appointed with masculine art, and chairs comfortable for your male clientele. You offer fast haircuts with hot towels and head massages. You install 6 TVs, ideally to show sports shows. This is a great idea.
True or False? Does Your Business Have What it Takes to be Wildly Successful?
Are these 10 statements true for your business or do you need to make some adjustments? 1. We know what we sell. We are clear about our products, services, and what we offer. We can explain what we do in 30 seconds or less. 2. We have a plan for our business…
Leading Across Divisions: The Perils of Stovepipe Retailing
One of the reasons I like JCPenney is because their marketers and advertisers work in conjunction with the front-line retail store managers. When JCPenney runs a promotion with special and coupons, they mail them to residences, and those same coupons are available in the store…