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What benchmark tracks lost accounts and missed opportunities due to relationship issues? None I know of--yet their impact is an order of magnitude bigger than what benchmarks mark. Read More

Clients who view you, their business advisor, as a friend are at least twice as likely to be engaged in the work you do and be satisfied with the results you produce. Take stock: how many clients can you call “friend”? Read More

Curosity is the single greatest factor in closing sales: Here's how your can harness your own natural curiosity to improve your sales performance. Read More

Watch a fledgling freelancer go from flailing newbie to successful salesperson in 3 easy steps that you can apply to your own business development approach. Read More

When your customers call in to tech support or other customer service areas, their experiences can either make them trust you, your company, and your brand even more -- or wonder whether anyone really cares. This customer service check list outlines the do's and don'ts of keeping your customers happy on the phone. Read More

What happens when the insatiable drive for profits permeates the culture of an organization? Eventually you forget whose business you should be taking care of--just ask Office Depot. Here's can you do to avoid the high cost of broken trust. Read More

It takes three times more effort to get business from a new customer than from an existing customer, yet we're all obsessed with pursuing the next deal. Read More

This article discusses how to use information from the Consumer Product Safety Commission as well as lawsuits to determine whether a company has a history selling problem-child products. Read More

Whether we like it or not, the current recession will separate the weak from the strong. For many businesses, I believe the deciding factor will be how well they recognize: The linchpin of an effective recessionary strategy is aggressive customer focus! Here are concrete suggestions on how you can recession-proof your business through better cust Read More

An experienced California litigator shares the secrets of how she gets the other side's witnesses to open up during depositions--and how you can apply this powerful communication technique in all of your personal and professional relationships. Read More