I have been blogging lately on Customer Service topics, and I have to say I am disappointed that so many organizations misread what’s really important to their clients. I am sure I am no different – we all are too close to our own businesses to see the obvious. The... read more →
As you read this, your company is experiencing a Customer Service Failure that neither you nor the person handling the problem is even aware of. That’s the hard part about maintaining customer satisfaction is that most representatives don’t know when they are facing a customer that is a victim of... read more →
Tom shares seven things that you need to do to allow yourself the privilege of working on your business.
I just tried to hire a photographer. She was recommended by a friend and her website and Facebook page didn’t suck, so I reached out. I sent an email using the ‘info@…” on the website and received thoughtful a reply the next day (with no signature line). After a short... read more →
And What to Do About Them Your sales team is not converting high-quality opportunities and you need to get to the bottom of it. If we know the symptom, we can diagnose the problem and apply the most effective counter-attack. The most common symptoms of ineffective selling are 1. Customers... read more →
The average business owner can look around herself and witness a sea of problems. Products out of place, numbers in the wrong account, proposals with misspellings, safety compromises, or trash in the parking lot – each and every one of these is a clear and obvious failure on someone’s part... read more →
Do your actions match your strategies? Tom identifies ways to help your strategies create the intended outcomes.
Tom examines how developing a shared language allows you to think strategically and develop action items that have a clear purpose.
It just struck me as funny the other day when I saw a "Going Out of Business – Everything Must Go" sign on a store that sells used CD's/DVDs. Shouldn't they have announced that their inventory was for sale sooner? Everything Must Go Boxes Overstock Inventory Store Closing SaleThe only... read more →