Customer Service

What You Should Be Reading

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It seems there are new books on leadership, sales, customer service, and every other topic coming out every day. So how do you decide what you really need to read? It turns out it’s actually pretty basic!

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Are You Really Focusing on Your “A” Clients?

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I was talking to my friend and colleague Lewin Williams yesterday. Lewin is a financial services consultant who helps other financial services consultants improve their business. Lewin’s philosophy—the one that has made a big difference for his clients—is simply this:

Focus on your “A” clients.

Now that sounds simple and obvious, doesn’t it? Focus on the 20% of your clients who bring in 80% of the results. Obvious, right?

Except that it isn’t.

If it were really that obvious, everyone would be doing it, ...

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Stop Treating Your Stars Like Crap!

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I’ll always remember the first time I met Jay Leno. It was around 1986, and I was the executive producer of Seattle’s legendary comedy TV show Almost Live! Jay was coming into town for some corporate event, and he had agreed to do a guest spot on our show. We’d arranged to pick Jay up at the airport, so at the appointed time I, along with our show host Ross Shafer (who already knew Jay), and a pre-“Science Guy” Bill ...

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You Are NOT Your Customer’s Responsibility

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You do a great job for a customer, and you’re set! That customer will never forget you! Right? Wrong! As it turns out, it is NOT your customer’s job to remember you!

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Is Your Business Impossible to Ignore?

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When the Beatles first appeared on The Ed Sullivan Show some 50 years ago, none of us could have predicted the unprecedented heights they would subsequently scale. Yet they still electrified the nation. What was it about them that was so captivating–and, more important, how can we apply these lessons to our own businesses?

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Wanna Buy a Fake Egg? Neither Do Your Customers!

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I’m a geek.

How much of a geek? I am a card-carrying member of the International Brotherhood of Magicians (IBM). Need I say more? IBM has a monthly magazine called The Linking Ring, and there’s a regular column that reviews magic tricks, books, and apparatus. In the most recent issue there is a product review that ends with this sentence:

[quote style=”boxed”]So if you are looking for a fake egg that compresses into a relatively small space and pops back into its ... Continue Reading →
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