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One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?" While there are no definitively right answers to that question,... Read More
You Never Know Who You're Serving when customers turn irate.I think of myself as a reasonable person. It takes a lot to upset me, but upset I am.A number of years ago, I bought a new television set. I had seen a flyer from Lechmere's that had TV's on sale.... Read More
As Alan Weiss (guru to the savvy consultant) says: "It is actually difficult to contact clients too much. It is easy to fail to contact them frequently enough. If there is anyone anywhere who has ever sent you a check for your services and with whom you haven't communicated in... Read More
Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually... Read More
Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the... Read More
Anyone who knows me knows my favorite fast food restaurant is Chick-fil-A. Aside from the fact their chicken is especially good and I can always get sweet tea, I have a valuable business reason for eating there ? they serve up amazing customer service. And these lessons aren't just served... Read More
Customer Service is a critical factor for keeping your clients coming back and ensuring they'll refer you to others. Growing your business will be a difficult task at best if you don't perform, meet and exceed your client's expectations, and provide service that creates customers for life.Customer service is all... Read More
This article offers five ways to help you deal with angry customers. While the goal of all businesses is to have only happy customers, we also have to be realistic and realize sometimes we are going to anger a customer. Isn't it best to know in advance how to deal... Read More
In the competitive world of the 20th century, we generally viewed competitors as the enemy. And a competitor was anyone who sold to the same target audience as us - even if they sold a different item. After all, since there was a finite group of customers and a limited... Read More
Newsletters can be wonderful tools for communicating with your customers or prospects. Because of their format, they're often infused with more credibility than traditional brochures. If your newsletter is little more than blatant self-promotion, however, it's likely to hit the wastebasket before it hits your target's desk. By following a... Read More

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A client recently said to me: "Most days things seem... Read More
Corporations in every sector are spending more than ever before... Read More
*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with... Read More
With all of the calendars and PDA's and lists I... Read More
It might sound quick and simple, to say how well... Read More
However, in the world of business, this cliché may not... Read More
1. It's all about the customer. Some companies focus too... Read More
When people ask, "What is CRM?" the literal answer is,... Read More
"Mountains are built one pebble at a time and climbed... Read More
Customer service is increasingly seen as one of the most... Read More
Do you remember the last time you went into a... Read More
You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
Service can be described as a "performance" of some kind... Read More
In 2002, there wasn't much interest for Kindness in business,... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
We, as small business people, naturally dislike complaints from our... Read More
Given the choice of dealing with a positive, upbeat employee... Read More
A couple of years ago I had a call from... Read More
Running a business is about providing goods and services to... Read More
We all want great service, whether we are buying our... Read More
In the competitive world of the 20th century, we generally... Read More
What I am about to tell you may seem very... Read More
There is a battle in Call Centers. The teams are... Read More
If you're like me, you've had plenty of experience with... Read More
Have you ever called a company and been greeted with... Read More
As Alan Weiss (guru to the savvy consultant) says: "It... Read More
Have you ever walked into a store and things looked... Read More
"Mountains are built one pebble at a time and climbed... Read More
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
Many years ago, I was a first year apprentice assigned... Read More
With the growing number of people in every business sector,... Read More
*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with... Read More
Can we be too good to our customers?... Read More
The relationship between customer satisfaction and success of a service... Read More
Nobody likes to get complaints. They make you question your... Read More
The other day a reporter call to interview me on... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
Customer service and customer service training are vital for any... Read More
Delight = Customer Expectation plus 1. This was the simple... Read More
Whether in a restaurant, a retail establishment, or the local... Read More
"Society is always taken by surprise at any new example... Read More
It's The Little Things That Make or Break a Small... Read More
Outsourcing seems to be the new-new thing and approximately 50%... Read More
Resistance has to do with putting up blocks that prevent... Read More
Despite rumors to the contrary, the Web is not dead.... Read More
Wherever you turn these days you'll find articles covering every... Read More
When people ask, "What is CRM?" the literal answer is,... Read More
Clients? they are the most important influence in the success... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
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