Customer Service

How the Little Guy Can Win

Posted by:

Say you run a small business. (Go ahead, say it: “I run a small business.”) And say you’re competing against one or more big players in your industry. (Ditto.) Is there any way you can come out ahead in such an uneven battle? Is there any way the little guy can win? Yes, there is—but not if you try to beat the big guy at his own game. You have to play a different game. It’s how underdog basketball teams ...

Continue Reading →
0

Office Politics Made Simple

Posted by:

“Office politics” has gotten a bad name, but it’s really nothing more or less than the informal communications network of an organization. At the first TV station I worked at, there was a guy named Rick who had really figured out this network to the nth degree. He had determined who the key players were in the organization, and who had influence over these key players (for example, the General Manager’s adminstrative assistant had influence over the General Manager). He ...

Continue Reading →
0

What Are Your Customers Really Telling You?

Posted by:

At a conference I was speaking at, one of the other presenters was talking about customer service. He showed a photo of a storefront he had once seen; it was a small, mom and pop candy store. Taped to the front window was a hand-made sign on which was printed, in large, angry letters:

NO, WE DO NOT SELL ICE CREAM!!!

This conference happened several years ago, and although I don’t recall the name of the other presenter ...

Continue Reading →
0

The Light at the End of the Tunnel

Posted by:

So…where are you going to be when the recession ends? Because it will end, you know. Not that there’ll be a specific date, like V-E Day (that’s Victory in Europe Day for you kids in the audience—May 8, 1945, when Nazi Germany surrendered, ending the European portion of World War II; also for you kids in the audience, World War II was a big, big war that happened before you were born). But at some point the economy is going ...

Continue Reading →
0

Somebody’s Gonna Win…Why Not You?

Posted by:

Every college or university has its share of freshman-level courses. You know, the huge “intro” courses that start out with 300 or so students—and end with maybe 100? Most of the students who drop these courses do so for one of two reasons:

  1. they find the course material stultifyingly dull, or
  2. they find the course material inordinately difficult.

That’s the way it should be. These courses are designed to “weed out” the serious students (in that field, at least) from the dabblers, the ...

Continue Reading →
0

Developing Multiple Streams of Income

Posted by:

To my continual astonishment, I get word from time to time that my book, The 5 Best Decisions the Beatles Ever Made: A Handbook for “Top of the Charts” Success, is being used as a textbook in some college and university business courses. The astonishment is not because I think it’s a bad book—it’s not—but because I didn’t write it with academicians in mind. I wrote it for the managers, supervisors, and leaders who are actually out there in the ...

Continue Reading →
0

Can You Be #1 in the World?

Posted by:

A number of years ago I was conducting an all-day workshop for Philips, the consumer electronics and healthcare giant, and I found out that one of their core principles was to not be involved in any business that they couldn’t be #1 or #2 in the world at. Now, for a large company like Philips, this is not an unusual principle. Many global businesses have adopted similar goals for themselves. My question is this:

Why is it that so few small ...

Continue Reading →
0

How to Keep Your Customers Happy

Posted by:

If your focus is on meeting your customers’ expectations and making them happy, you’ve already lost. In today’s competitive environment, you have to exceed their expectations and make them ecstatic. Hopefully, this doesn’t come as shocking news to you. People much smarter than I have been saying it for several years now. (For the record, people much stupider than I have been saying it also, but do we really want to focus on them?) So we all know that to ...

Continue Reading →
0

A Crucial Trait

Posted by:

There is one trait that the Beatles had which cemented their allure to the world. True, there were many elements that put the Beatles ahead of the competition; we’ve talked about several of them in previous postings, and we’ll be exploring more in postings to come. But the trait we’re going to talk about today may have been the most important (or at least in the top three). Without it, they still would have written amazing songs that would live ...

Continue Reading →
0

Are You Better Than Nothing?

Posted by:

Whatever business you’re in, you’re selling something. It may be a product, it may be a service, but you’re selling something. And my guess is that you’ve got competitors who are also selling something—probably something identical or very similar to what you’re offering. It’s your job to convince your customer that you—your product, your service—will be the best solution for their needs. But if that’s all you do, you may very well fail. Because it’s no longer enough to convince ...

Continue Reading →
0
Page 5 of 6 «...23456