Cholesterol is often described as the silent killer. High cholesterol is bad for us and yet there are no symptoms. There is no pain; there is no nausea; there is no shortness of breath. That is why doctors regularly check our cholesterol. Businesses have the Cholesterol Factor. Sales may be strong; profits may be good;…
One of the challenges faced by us business owners is being objective about our own business! We are too close to it. It is our child and so it can do no wrong; even when it reaches its teenage years. But we must find a way to be objective. We have to find those things…
This month’s blogs have been all about customers. How to care for them. How to deliver excellent customer service that thrills them. How to recover from a customer service snafu. And so I thought it was appropriate to end the series nominating companies for the Customer Service Hall of Fame. Here are my nominations. Porter…
We all want to give our customers the very best service. Unfortunately, Murphy is lurking in the shadows to ensure that whatever can go wrong will go wrong. And Murphy was an optimist! So despite our best effort things will go wrong and a customer will experience bad or horrible service from our company. When…
“Do you provide good customer service?” We ask every business owner who crosses our path that question. Not surprisingly, they all say yes! Who would say no? We all believe we provide the very best customer service, but do we? Or more importantly do our customers think we do? There are five levels of customer…
The statistics are startling. Of the customers who leave you: 3% do so because they move away 12% are lured away by the competition 15% just don’t like your products or services 70% leave because they think you don’t care Yes that’s right … 7 out of every 10 customers who stop doing business with…
Do you like your customers? Yes you heard me. Do you like your customers? Of course, you say. After all they are the people paying me. They are my customers for goodness sake! Indeed they are but over the years we have met business owners who spend a great deal of energy complaining about their…
Building your team does have challenges but it also has huge rewards. You will be energized by the team’s successes. The team will allow you to focus on those things you are really good at while others are doing work they are really good at. The business will thrive and the capability of your team…
If you want to build your business you can only do it by building your team. So say after me: I cannot grow my business without the help of other people who can do some work better, faster and more efficiently than me, allowing me to be doing what I should be doing! Recruiting people…
I was recently reading an article about the differences between Canadian and Indian business manners. Interesting topic but what really caught my attention was a quote from Srikantan Moorty, Vice President of Education and Research at Infosys (a huge Indian IT company). He said: “I actually lost a client because I barely talked during a…