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Thanks + Explanation + Apology + Next Steps = Customer Thank You Formula

A complaint is a gift – follow these steps to address customer complaints and retain customer loyalty by following these steps.

In their book, A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong, authors Janelle Barlow and Claus Moller spell out a Thank You Formula to follow when you do receive a complaint. I think this is brilliant and will diffuse any possible negative situation and turn it into a positive experience. (more…)

Plus three marketing tips for short-term and long-term planners

According to the Enterprise Council on Small Business, 45% of small business owners consider their focus to be short-term rather than long-term. 50% also considered short-term planning to be between one and three months.

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18 Online Productivity Tips for Your Business

Small business owners may have more of a need than most to be able to access their chosen suite of productivity tools from more than one computer or platform. As a business or startup owner you may have occasion to bring your work home with you, or require frequent access to your to-do lists, notes and documents on the go.

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Identify the qualities of a great effective leader with integrity, intelligence and energy

How do you identify top leaders within your company, your community and within yourself?

I saw a lecture by the great Warren Buffett, Forbes magazine’s world’s wealthiest man, the other day that I found incredibly interesting and insightful. He was speaking to a group of MBA students. He started off his lecture by defining the three qualities of a great leader. (more…)

Demonstrate the value of your customers and get rid of all negative comments

Do you and all your staff love all your customers? Do your customers feel as though they are being hugged every time they come into your business? As John DiJulius would say “If you told your customers that they can pay your company what ever they felt the service was worth, what would happen?” Would you get paid for the services delivered? Would you get paid more? If this thought makes you cringe, then maybe your company needs an attitude adjustment. Maybe you are the one who needs the attitude adjustment. (more…)