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Customer Appreciation Day

CustomersNumber1Today is National Customer Appreciation Day. With that in mind, one thing I’ve noticed recently is that retailers and service providers are routinely demanding feedback on their service.

It borders on harassment. Calls, e-mails, texts are bombarding the customer, asking that they “say nice things about our service”. After having my car serviced, the person who handled the appointment and communication nearly begged me to complete the survey and give her the highest marks so she could keep her job.

I refuse to complete this sort of survey. When someone’s job is in jeopardy based on customer feedback, businesses have gone off the rails!

Another example of such tactics happened in a restaurant. The server requested that we complete the survey and asked if we could please provide the highest rankings. Otherwise his hours would be cut if he fell short of a “10” in every category.

These businesses are not seeking honest and genuine feedback. They are using customer feedback to punish their employees. What sort of manipulation is that!?

When employees are appreciated, you can be sure customers will be appreciated too!

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Clean Off Your Desk!

National Clean Off Your Desk Day

organizeDoes your desk look like a hurricane came through? Today is National Clean Off Your Desk Day, so I took a look at my own work space and realized that I like working at a clean and orderly desk! But sadly, my desk does become a collection of information, papers and disorderly piles of stuff and to-do’s. When our desks are disorderly piles of stuff, we waste a lot of time looking for things we need to move forward on a project. Keeping an orderly desk will save you many minutes. Read more

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7 Great Tips To Make 2018 A Great Year

Make 2018 GreatYou’re planning how you’re going to make 2018 a great year, right? Here are some ideas for actions to take now to make that wish come true.

Flush out all the tail chasing ”prospects” in your system.
We all have ”prospects” in our pipeline who take up time and energy. And, we know in our hearts Read more

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Referrals in the Business Game

referralsWhen business owners are asked how they build their business, 99% of the time they say, “Referrals, of course!”.

This is no surprise since most small businesses don’t have a huge marketing budget. Instead, most subscribe to the idea that networking generates referrals, and referrals generate new business. Read more

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Update Your Business Plan For 2018

Magnified illustration with the word Business Plan on white background.Simply stated, a Business Plan describes how your business creates and delivers value. Of course, if you are to achieve results, your Plan must be put into ACTION.

“It’s not enough to talk about it…you must ask HOW and WHY!” — Inc, Magazine comment on Business Planning. Read more

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The Cost of Bad Customer Service

Customer ServiceBy The Numbers

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source: American Express Survey, 2011

3 in 5 Americans (59%) would try a new brand or company for a better service experience.  Source: American Express Survey, 2011

Did You Know?

A typical business hears from 4% of it’s dissatisfied customers.  Source: “Understanding Customers” by Ruby Newell-Legner

On average, loyal customers are worth up to 10 times as much as their first purchase. Source: White House Office of Consumer Affairs.

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. Source: White House Office of Consumer Affairs

It takes 12 positive experiences to make up for one unresolved negative experience. Source: “Understanding Customers” by Ruby Newell-Legner


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Are You in the “All Over the Map” Trap?

Whether you’ve been in business for many years or just starting out, target marketing is an approach you must use. It will save you time, money, frustration, and aggravation, and it will help you develop a marketing message.

A bow and arrow with the words Niche Market and aiming at a red bulls-eye target, illustrating the pintpoint precision and focus needed to hone in on a specific market or audienceDefine Your Niche

No matter what business you’re in, you’ve got competition. Luckily, there’s the idea of the “niche market”. Identifying and carving out a niche – a special space — in the marketplace, allows you to discover the buyers looking for your products or services there. You can then focus, or target, your appeal toward them. Read more

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It’s Not Procrastination At All

ProcrastinationWell, not really procrastination, but rather about delay, which is so often mistaken for procrastination.

Consider a major league baseball slugger at bat. The ball is barreling at him at maybe 95 miles per hour, enough to solidly intimidate most of us. But the slugger waits and waits and waits…, and at the precise right moment he swings his bat and sends the ball flying out of the park. Read more

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Procrastination: Celebrate It!

Did you know that March 5th – 11th is National Procrastination Week? Let’s celebrate procrastination. Embrace your ability to procrastinate. Rather than see procrastination as a fault or weakness, notice how it might actually be a strength and skill. Most popular advice on productivity admonishes you to banish the thought of procrastination. The writers want to kick you into action and get things done. Read more

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It’s February…what does that mean?

HelloFebruaryThoughts from from the writings of Robert Fritz, author of The Path of Least Resistance.

We have completed one month of the year, 2017! Hurrah for us! The beginning of a month is a good time for both reflection and inspiration. Reflection on the past month and inspiration for the coming month and months.

We all know that resolutions made at the beginning of January are based mostly on the past year and what wasn’t done or didn’t happen. Thoughts such as I didn’t generate as much revenue as I had planned, or I didn’t land as many sales or clients as I had hoped. I didn’t…I didn’t…I didn’t…

These thoughts are self-judging and guilt-producing and do little to inspire or motivate. The evidence of this sort of self-limiting thinking is evident at the local gyms. At the beginning of January, you could not find a parking spot. Now, in the first full week of February, there’s ample parking. Read more