I recently built a small website for a private customer which represented about three days work over a week or so. The customer (also a friend) had mentioned he wanted a website quite a few months earlier however after a few follow-ups he told he had put the project on hold. From our conversations I… Continue reading »
Oct
05
Employee Empowerment Needs an Organizational Culture That Seeks Empowerment
As culture is developed based on traditions, beliefs, rituals, information and language (communication) to develop an organizational culture of empowerment you need to understand how all these factors come about. The primary issues are the development of a shared vision, full understanding by all involved of the mission, setting of clear goals and as I… Continue reading »
Aug
19
Career Advice: You’re Never Out to Lunch – Telephone Diplomacy
Obviously we all go to lunch on most work days however when our staff are explaining why we can’t take a telephone call they should never say we are “having lunch”, “in the lunchroom” or “out to lunch”. Actually the information that inept staff or colleagues will offer over the phone is often astounding. In… Continue reading »
May
23
DO ANTS KNOW ABOUT LEADING & MANAGING? Part 3 ‘YESSIR’
“Collective intelligence”, how about that as a concept for getting things done… The legendary Army Ants gain their fearful reputation and devastating power because they are driven by an obsessional purpose combined with an extremely high level of determination and use what is known as their collective intelligence. The amazing thing is that this all… Continue reading »
Mar
08
Why Customers Abandon You and Quick Tips on Stemming the Flow
A survey by The Canadian Manufacturers Association on why customers abandoned their suppliers revealed that: [ 1% ] was lost because of death [ 3% ] were lost when their salesmen left the company [ 5% ] left to buy from a friend or relative [ 9% ] left because they found they could buy… Continue reading »
Jan
21
SIX ESSENTIAL TIPS ON HANDLING CUSTOMER COMPLAINTS
The hardest complainant type first: If a customer is abusive you must to make you first goal to calm the customer’s temper and take control of the situation. You need remain open and friendly, stay calm and keep your voice low and controlled. Tell the customer you are interested in his/her complaint and say ‘in… Continue reading »
Nov
20
Top Five Principles for Excellent Customer Service
Make yourself and your products or services easy to gain access to. Whether it’s online or through real locations simplicity of access is the key. Make sure your stock levels are well managed and matched to demand. Being out of stock is a sin. When it comes to online access test to web pages with… Continue reading »
Oct
20
Time to Turn Your Business Model Upside Down Part One
Historically businesses have built the management structure based on a pyramid resembling early military and bureaucratic structures where the power and decision making was with a select few at the pinnacle. Under this tradition the customer (enemy in the case of the military) only received what they were seeking at the whim of that elite… Continue reading »
Sep
20
Seven Things You Must know About Your Customers by Clate Mask
This is a recent email I received from Clate Mask CEO, Infusionsoft regarding the & “things” you must know about your customers: 1. Their Name- Nothing speaks to an individual faster than their first name. Use it to build your relationship with your customer. 2. What They’ve Purchased- If you know what your customers purchased… Continue reading »
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