Category Archives: Customer Service

5 Steps to Overcome Client Resistance

Overcome client resistance

Client resistance is frustrating. After all, they are paying us good money to advise them, they should listen to us! When someone says “no” to something we want them to do, our natural reaction is to try harder to convince … Read more

How to Recover from a Costly Mistake

In hindsight, I don’t know how I missed it. Has that ever happened to you? A big problem was right in front of your face, but you didn’t see it? It’s embarrassing, even devastating, but that doesn’t mean you can’t … Read more

GAME-Changers for Your Small Business in 2015

2015 is approaching rapidly! Every year, I use the last month to do strategic planning in preparation for the following year. Year-end is a great time to reflect on the year’s WINS and losses, along with all there is to … Read more

Lead Generation Through Word of Mouth

If you’re in business, then you know about the importance of lead generation through customer recommendations, also known as the word of mouth effect. The cost of acquiring a referred new customer is much lower than the cost of acquiring … Read more

5 Steps to Make an Angry Customer Happy

You open your email to find an angry, nasty note from a client. Or you pick up the phone, and you hear yelling on the other end. If you have customers, then you’ve experienced an angry one at least a … Read more

Customer Service Problems are Really Opportunities

How you deal with a customer service issue can make or break your company. You can work hard to build a positive brand image, but mishandle a customer problem, and it can all go down the tubes very quickly. Most … Read more

Customer Complaints Driving You Crazy?

Ever had a customer who drove you crazy? You may want to fire that customer. Yes, you read that right. Sometimes, you are better off letting a customer go, rather than dealing with on-going complaints. Consider that 5% of your … Read more

Is Your Overweight Business Crushing You?

To survive the critical first 5 years of business, we business owners typically try all kinds of things to see what works, to create a demand for our products or services and to find clients or customers. Then once we … Read more

The One Question You Should Never Leave Out Of Your Customer Surveys

We all know that customer surveys are an important and useful tool. They help assure that we are offering a good product or service. They reveal areas for improvement in our business. But like many things in small business, conducting … Read more

The Two Words That Indicate Your Coaching Business Will Never Grow

When you are asked to describe your target market, do you lead off your response with “Anyone who. . .”? If you do, I would bet money on the fact that your coaching business won’t grow. With my first business, … Read more

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