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Bounce back and recover customer loyalty after a bad experience

You want customers talking positively about you spreading the great word of mouth about your store. According to Janelle Barlow and Claus Moller, authors of A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong describe research states a full 25% of positive customer service stories that people tell started out the wrong way or from complaints. The act of converting a complaining customer into a loyal customer is called “Service Recovery”. (more…)

Last minute tax tips for small business

Small business owners who have weathered the recession and are now facing a busy year end may not spare much thought for personal income taxes. If you’re in this boat, it’s not too late to consider some steps to take before Dec. 31 and early in 2010 to save in the current tax year.

The Simple Secret to Providing Great Customer Service is Hiring Great People 

Simon Sinek, a good friend of mine, and the author of Start with Why; How Great Leaders Inspire Everyone to Take Action, recently posted a statement that really resonated for me. 

He stated that “Good customer service is not that hard. Hire people who like people. Support them and encourage them to be themselves”. I love it! So simple, but yet so profound. Hire people who like people. Are you doing that? If not, why not?  (more…)

It’s Beginning to Look a Lot Like Christmas

Canadian retailers are processing more payments this holiday season. With the use of creative marketing tactics, retailers are driving consumers into their stores early and often.

Watch clips from BNN and Global National News on 2009 holiday shopping trends and the mall mayhem.

Click here to watch a clip from BNN on 2009 holiday shopping trends

Click here to watch a clip from Global National on the holiday mall mayhem.

Leadership lessons from Obama, mismanagement tips from Scrooge

U.S. President Barack Obama was criticized for dithering, taking too long to formulate his Afghanistan policy. But leadership expert Michael Watkins, writing on Harvard Business School’s blogs, views it as a ‘deeply deliberative’ decision-making process that offers lessons for managers everywhere.

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Refreshing Ideas – Small companies like ELLE Water are springing to action to help charities like the Canadian Cancer Society, boosting their profiles in the local community at the same time

For a small business, giving money to a charity is not only generous. It’s also good business sense, experts say. On top of raising funds for an important cause, the small business may benefit in multiple ways.

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Lists can wait until prices fall. As shoppers say they still have gifts to buy, the ball is in the retailers’ court to lure them with sales

The annual “game of chicken” has begun in earnest as consumers wait to see how long retailers can hold out before slashing prices even further as the Christmas deadline looms.

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