If your business is to survive the next few years of economic constraints, you need to passionately create value for your customers
There’s a restaurant in my community that has been around for almost 40 years. It doesn’t provide fancy meals but you get plenty of good wholesome food like your mother used to make. The food is piled high on your plate, leaving no doubt that your appetite is going to be satisfied. At the end…
If you’re just starting your business page or want to spruce up the one you have, here are seven things you need to do
Facebook launched in February 2004 as a university directory. The excitement caught on and it has become one of the most powerful social networks with over 2.45 billion monthly users. Facebook started with personal profiles but by the end of 2007 there were over 100,000 businesses signing up. Now more than 60 million firms use…
If your business isn't delivering top-notch customer or client service today, you’re likely not long for this world
Ensuring you deliver rock-solid client service is key to your future. If your business isn't delivering top-notch customer or client service today, you’re likely not long for this world. In virtually all sectors, competition is fierce and customers can search and switch to the other guy at the drop of a hat. Here are some…
Clear away the clutter and negative energy that lies in the path of your success
Have you ever had that feeling, when talking with a potential client, that they're going to be trouble? And then you do business anyway? There are many stages for the business owner between the crazy, adrenaline- and hope-fuelled startup and business maturity. But none is as powerful as the shift between accepting any and all business and…
How to create a training program that builds relationships and increases sales
There is a lot of on-the-job training required when it comes to creating an effective sales team. A massive amount of information, after all, is needed to learn the job if it is to be done well. But in addition to book knowledge, sales skills require a lot of practice if your team hopes to…
Serve customers with people who like people. Keep your employees accountable. And exceed your clients’ expectations
Unfortunately, really great customer service is hard to find. North American consumers say we want a wonderful customer service experience. But in fact, we’ve come to expect something much less. Sometimes we get exceedingly bad customer service and we rant and rage. We believe that when we’re doing business with a company, that company should…
After wasting hours of my life, I realized I was not the valued customer Telus continued to claim I was
One of the first signs of a business headed for decline is poor customer service. When we fail to meet our customers’ expectations for our product or service, they generally start to leave us for other options. Business owners should always keep a close finger on the pulse of our customer service. For the three…
You need to create a foundation now that establishes strong communication and systems, and the ability to adapt
A business in my community recently marked 100 years of operation. There was a party, celebrations and even recognition from politicians for their years of service to the community. I honestly don’t know much about the business except for the great service I’ve experienced as a patron over the years. What I do know, however,…
Instead of thinking about closing every deal, we should be thinking about creating long-term value
I recently told a prospective client I didn’t think I could add enough value and wouldn’t take his money for business coaching. I did this even though it would have been a nice-sized account and generate thousands of dollars in revenue. He has 20-plus employees and does $2 million to $3 million in business. But…
People are more likely to buy from those who are smiling. And happy staff solve problems easier than sombre workers
I was in a business recently where I couldn’t buy a smile. You know the type. You walk in and the clerk or receptionist seems to be having a bad day. Maybe you crack a joke or offer a compliment, but there’s no change in the demeanour. You feel awkward, like you’re an imposition to…