Why Customer Care Is the Secret Sauce to Success

Many companies tolerate poor customer care. Could the damage be $84 billion annually for US companies as some sources claim?  In a recent trip to an automobile dealer to purchase a car, the sales person stunned me. After a test drive in a pre-owned car with 25,000 miles, I asked for a copy of the […]

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5 Selling Tricks Guaranteed to Repel Sales

In many cases, sales have a bad reputation. You know the snake oil peddler and the used car salesman. The emphasis is not solving a customer’s problem but rather making a sale. Repel sales with these 5 selling tricks: 1. Use deception to get an appointment or make a sale. Even though you succeed, what […]

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Gratitude is More than a Platitude--It's a Smart Business Strategy

Writing in the Harvard Business Review Blog (January 23, 2012), Tony Schwartz cites a worldwide survey conducted by Towers Watson. The survey states, “The single biggest driver of engagement is whether or not workers feel their managers are genuinely interested in their well being.” Would it surprise you to learn that less than 40% of […]

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Why the Big Deal About Values?

Defining the values of an organization is the conventional wisdom today.  Increasingly it is becoming more common for organizations to state values in their literature, collateral and marketing material.  However, are they living it? Does it confound when you have an experience that seems contrary to the stated values of an organization?  For example, “respect” […]

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Happy Customers Are Your Best Marketeers

Remember the Girl Scout classic, “Make new friends but keep the old; one is silver and the other gold.” Applied to business, classic winning strategies are 1) to attract new business and 2) to keep happy customers. Offer what your prospect needs and what you can deliver profitably. Ask questions and listen carefully to your […]

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What to Do When Employees Misfire

Misfire: fail to ignite when expected One of the most challenging parts of business is an employee that fails to meet your expectations. An underperforming employee is expensive as well as disappointing. Failure to confront the issue not only prolongs the problem; it often makes it worse. Underperforming employees fall into two categories: acute and […]

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Saving Money and Losing Customers

Unhappy customers take their business to your competitors. Your customers and clients want you consistently to meet or exceed their expectations of doing business with you. They don’t really care how you do it. Studies show that it costs five to ten times more to get a new customer than it costs to keep an […]

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A Shared Vision

"We want it more than they do." Do we want a free and democratic country for the Iraqis more than they want it for themselves?  Regardless of your opinion on the merits of the Iraqi War, this is a thought provoking question. Have you ever held a vision for someone or something that you want […]

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