Monthly Archives: February 2011

Does Your Customer Service Process Have Too Many Leaks?

It’s not only about providing great customer service, now, in order to differentiate yourself from other businesses that do what you do, business owners need to make sure their customers have a great “experience” all the way through the process. … Continue reading

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Our Sincere Condolences to Mahogany Conference Tables Everywhere . . .

I was recently introduced to a very cool online meeting tool called join.me.  When I went to the website, I thought I was at the wrong site because I was greeted by the heading; Our Sincere Condolences to Mahogany Conference … Continue reading

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Take 100% Responsibility For Your Life

You must take personal responsibility.  You cannot change the circumstances, the seasons, or the wind, but you can change yourself. – -  Jim Rohn In an earlier post, I suggested that in my experience there are universal success factors that … Continue reading

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Here’s The Ultimate Question(s) To Ask To Improve Your Business

In my last post, the question was posed, “Do you see the value in surveying your customers?” If you have taken the leap of faith and believe there is value in surveying your customers, I will provide you with a … Continue reading

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Do You See The Value In Surveying Your Customers?

In the book The Ultimate Question, Fred Reichheld introduces a term called the Net Promoter Score (NPS).  NPS is based on the idea that every company can divide their customers into three categories:  promoters, passives, and detractors.  And by asking one simple question … Continue reading

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There are no shortcuts on the road to success . . .

I just returned from an extraordinary training experience in Guatemala, helping the  senior management team from Grupo Entero learn and then apply the principles and systems of Duct Tape Marketing.  The experience was extraordinary for many reasons, but the one … Continue reading

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