1,500 Puzzle Pieces... Minus One!

When things go wrong, your best recovery effort is required. But don't just provide the missing piece (that's the recovery), also provide unique personal assistance (that is the memorable effort).

Partnership Power: A Smart New Way to Improve Your Business and Your Life

In the beginning, great products were enough to guarantee your business success. With product sophistication, 'six sigma' manufacturing and zero defects you could consistently beat the competition.

Never on a Sundae

I was passing through Kuala Lumpur International Airport (KLIA) in Malaysia, returning from a live web-cast presentation on a new e-learning channel.

Get Yourself Spring-Loaded

An e-mail arrived with a fragmentary phrase that absolutely caught my attention. The writer referred to many upset customers being 'spring-loaded in the pissed-off position.'

What is Ron's Website Really For

I decided to upgrade my website and contacted four developers to get opinions and quotations. What an unsettling experience!

Your Goodwill Has Expired

Alice's prepaid telephone calling card said 'Expires August 31, 2001' on the back.

An Apple a Day Keeps the Customer

A large grocery store opened a new outlet in my neighborhood. A small basket of red apples sits by the cash register. The sign in the basket reads:

More is More Than Enough

During the holiday season, and in business generally, we can hear the pursuit of more: more money, more customers, more profits, more food, more clothing, more friends, more time, more more.

How to Deal With a Customer Complaint

I got a customer with a complaint screaming down the phone at me, what do I do? Do not go on the offensive but listen to their problem then repeat it back so they know you fully have grasped the problem from their angle on the matter. Thank them for bringing the situation to your attention. You cannot fix what ...

Basic Training for Your Customers

If you want to stay healthy as a business, it is necessary to provide some basic training to your customers on how they should do business with you.

Talk is Cheap

Communicating effectively with your clients can be one of the most significant customer satisfiers in your arsenal. Most companies do not go far enough when it comes to communicating with their customers.

The Small Retailer's Survival Guide - Part 5 - Home Delivery Costs

Home delivery was once the preserve of large department stores and some small local retailers. Now, thanks to the internet and improved global logistics, virtually anything can be delivered to anywhere - Perhaps, if you never made home deliveries in the past, you should consider making them now

A Sure Fire Way to Say You Do NOT Care About Your Customers

There are many ways to show your customers that you care about them. Let me share one that tells your customers that YOU DO NOT CARE ABOUT THEM. Remember, my friend, that in business it is sometimes the little things that begin to tear down the company that we have worked so hard to build.

How To Properly Use Greeting Cards To Increase Your Business

To do well in business, a business owner must show his customers that he cares. And just like in the personal world outside of business, we show that we care with gestures as simple as greeting cards.

Residential Relocation

Is residential relocation on your mind? If yes, you need to plan for it well in advance as there are too many things to be taken care of. Choosing a professional residential moving company is the first and most important step in your relocation plan.