Listen First. Sell Later.
This is Part-Three of a Five-Part Series on Customer Service. Today’s post is a continuation of yesterday’s including some updates about Avid Technology. Why not sign-up hereto get the rest of the series delivered to you by email? Thank you. Difficult to Believe! On Saturday I got an email from Avid Technology asking …
Your Call Is Important – Unless We’ve Pissed You Off – Part 2 Show Me »
This post turned out to be so long I have turned it into two-parts. Part-two will be available early Wednesday morning. Or, why not sign-upto get it in email? You’d think with the economy as slow as it is right now that companies would be doing all they can to retain their customers. It …
Your Call Is Important to Us – Unless We’ve Pissed You Off. Show Me »
Somebody Has to Say It! A 5-part series about customer service. At some point in a company’s growth phase, someone in management will present to the board what they think is a fantastic idea for saving lots of money and thereby earning more money for stockholders. Usually this person has a role in finance and …
When company policy leaves your customers feeling like you’ve taken advantage of them – you’ve jumped the shark. When you allow your financial officers to determine how your customers are treated – you’ve jumped the shark. When you sell to your customers before listening to them – the shark has you in its jaws.
A little over five years ago, I signed up for a merchant account with my business bank to process credit cards. I had resisted getting one as I had bad memories of fees and rules that turned me off when I first had one over 35 years ago. I had managed to do without it …
Do you love your clients? You should. We do here because we know that they could have gone to thousands of other consulting firms and sales and marketing coaches. I get all excited when a client chooses us because I know they found something out before they invested in our services that made them love …
I have a secret to tell you about people. They don’t always tell the truth. And, some of them will wish you the best of success while thinking of ways to overtly or covertly mess up your plans. When you’re getting ready to start a new business or launch a new product you’ll get all …
In this first podcast in the Classic Series, Seth Godin and Bob Poole discuss Seth’s book, “Poke the Box.” Poke the Box is a manifesto about producing something that is scarce, and thus valuable. It demands that you stop waiting for a road map and start drawing one instead. Learn what it means to be …
Have you ever had a telephone conversation with someone while also catching up on your email or surfing the latest news? Have you ever been on the phone trying to talk with someone only to realize they aren’t paying attention but are instead reading from the screen in front of them? Nobody disagrees with the …
I still hear many stories about companies treating their employees like commodities. I personally know some extremely talented people who are being used and abused by their managers simply because they think they can get away with it in this economy. Having people work night and day and at your beck and call puts more …