Who is responsible for customer satisfaction? The short answer is every employee in the organization. But the truth is this: it always starts at the top. I recently spoke with an employee at a local grocery store. As a strong advocate of communication and training, I asked her who was responsible for training new staff. […]
Who’s Responsible? Read More »
Customer Retention, GET and KEEP Customers, Go For WOW!, Uncategorized
Adding Value: The Best Competitive Advantage You Have Control Over. In today’s marketplace, price alone is no longer enough to win or keep customers. Products can be copied, promotions can be matched, and convenience is expected. What can’t be easily duplicated is the value you personally bring to every interaction. Whether you sell from behind
Are You Adding Any Value At All? Read More »
Customer Retention, GET and KEEP Customers, Go For WOW!
What kind of message are you sending to your customers? How are you perceived? How do you present yourself, and how does your company present itself through its policies, procedures, and day-to-day actions? A customer’s perception of you ultimately determines their willingness to begin—or continue—doing business with you. Whether you operate as a retailer or
Perception is a Dangerous Thing Read More »
Customer Retention, GET and KEEP Customers
Time Management in Sales: Why Pre-Qualifying Prospects Protects Your Most Valuable Resource In sales, time is your most valuable resource. Every minute of every day should be devoted to moving the chains—advancing opportunities that meaningfully advance your goals. This requires discipline, intention, and a commitment to maximizing the return on every action you take. One
Protect Your Most Valuable Resource Read More »
GET and KEEP Customers, Time Management
This may be the most controversial blog I’ve written, but it reflects a philosophy I would apply to any business I run. “No customer should ever have to wait to give you their money.” It’s a bold statement—one many business owners will agree with in theory but dismiss as unrealistic in practice. The common justification?
Why Should You Have To Wait? Read More »
Customer Retention, GET and KEEP Customers
Every customer has needs and expectations, and fundamentally, those needs and expectations are the same. The industry doesn’t matter; the product being sold doesn’t matter. What matters is that your customers feel entitled to a certain level of value—and they should. After all, they are paying you for a product or service, and the price
What Your Clients Wish You Knew About Customer Service Read More »
Customer Retention, GET and KEEP Customers, Prospecting
