While there is no embarrassment in learning from those who are better than you or further along on a particular journey, one should not spend their time, effort, energy and resources on their competition, but should rather get as close as possible to their customers. Answers to all of your troubles, problems and tribulations lie within your customers. Ask them …
How to build high performing teams
While there are many things to focus on and do, I believe that these four general areas are of great value on this journey. 1. Learn what your customers and market want and need (you may not use all of it). Also, to a smaller degree, be aware of what your competition is doing. 2. Evaluate all strengths across your …
To survive your business must be profitable
Profit dictates your organizational sustainability, longevity and its very existence. Whether you are in for-profit or non-profit sectors, you have to be profitable in order to pay your people, rent, utilities, technology, vendors…and the list goes on. While the growth doesn’t need to be substantial in every instance, even a single digit percentage increase in revenues (ideally in profits as …
Listen to your customers
Listen to your customers as they are among the greatest sources of information in order to continue to improve, expand and grow. On this improvement and growth process, listen to what folks are saying and engage with them across all avenues, in particular across social media. This focus on customer service and proactive approach is what distinguishes you from others. …
Be honest, compete on value, not price
Honest and transparent approach will go a long way in customer acquisition and more importantly, customer retention. When it comes to your services and products it is important to be honest, sincere and transparent with respect to your strategy, cost and pricing that they may need to incur. Be honest with your clients and tell them the truth, tell them …
It’s OK to say NO to your clients
Matching your skills and passions with market needs if the best way to ensure longevity, relevancy and revenue. On that quest, at times, you will come across those you should part with at the earliest opportunity. Strangely enough, sometimes those folks include some of your your current and prospective clients. Being paid for a product or service is the name …
Customer service: How to answer a phone
How should one answer the phone? Besides saying “hello” and being polite, it is essential to embody to quality you want your customers to experience in everything you do, even when answering calls. Once you have answered the phone, focus all of your attention on that client, don’t do other things and don’t put them on hold (unless you really …
We are all in customer service
No matter what you do, what your title or position says, part of your responsibilities is customer service. In order to create organizational culture where everyone is on the same page and provides consistent level of quality to clients (both internal and external) each team member must understand that their interactions with customers matter. All of us must embrace this …
Ask your team for honest feedback
Are you failing your staff, your coworkers, your team? How do you know? Did you ask them? While most of us will annually reach out to our customers, clients and partners to get their feedback on our performance we often neglect those we work with closely. How often have you asked your coworkers, your staff, your immediate team members about …
Customer service counts
Customer service counts in all industries more than ever. Bad experiences get shared across networks fairly quickly and poor customer service can significantly decrease your market share and profitability even if your product is superior to those of your competitors. Focus your attention on your clients, hire and train all staff with a customer-centric approach in mind as it will …
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