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I got off the phone with the assistant "director," of this local tutoring franchise business, and felt really embarrassed. I couldn't believe that we were both in the same industry. The franchise industry. Here's how one five minute phone conversation... Read More

When your customers voice complaints, do you ignore or minimize them? Take heed from the lessons of Toyota. Read More

Word of mouth marketing has changed due to social media. This interview with car legend Johnny Londoff focuses on powerful benefits of customer service as marketing. Read More

When devising a business development strategy, one of the most valuable things you can do as a business owner is make your employees feel like they have a stake in the company. Creating a sense of ownership among employees helps ensure an organization runs more efficiently and less expensively, which drives results. Read More

This is the tale of a mug, dry cleaning, and customer loyalty... Read this brief post to learn what they have in common, and what they don't! Read More

We have all heard the conventional wisdom that “the customer is always right” and “we exist to serve our customers,” but what if you have a customer that is so bad that his association with you damages your business? I say fire him. Read More

In order to win in today’s fiercely competitive economy it is absolutely critical to create a customer service program that transcends standards and puts the personal element back into customer relations. If small businesses spend the time and the money to create a customer service program that knocks their customer’s socks off it will prove to be worth every penny. Read More

Imagine if your business chose to forgo the regular customer and client appreciation and thank-yous in favor of one giant gesture one day.

While Open Houses and traditional Appreciation Days are great marketing tools and a way for brick and mortar businesses especially, to connect with their customers, it does not, or should not be the only time you thank your customers or clients. Read More

When delivering a project to a customer, we must not lose sight of customer satisfaction in our desire to conduct an effective project management exercise. They asked for the project, so it is theirs and not yours! Read More