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 →
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 →
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 →
It’s not an absolute rule, but Beatles fans tend to fall into one of two camps: those who favor the early Beatles (She Loves You through roughly the Help! album) and those who prefer the later Beatles (say, Rubber Soul through Abbey Road). It pretty much depends on which iteration of the band you grew up with (or encountered initially, for those of you who weren’t lucky enough to catch them the first time around). Although I’m a huge fan ... Continue Reading →
Tomorrow—February 9, 2009—will mark the 45th anniversary of the Beatles’ historic first appearance on The Ed Sullivan Show. An estimated 73 million people—roughly half of the U.S. population at the time—watched as the Beatles performed five songs that night (All My Loving, Till There Was You, She Loves You, I Saw Her Standing There, and I Want To Hold Your Hand). Although just a little kid at the time, I was one of those 73 million. For that I have ... Continue Reading →
I have a friend who is really struggling in his business right now. He works for himself, and when the phone was ringing life was good. But the phone hasn’t been ringing for a couple of years now, and he doesn’t know how to turn things around. He said to me the other day, “I’m doing everything I can think of, putting in ten hours a day trying to build the business, but nothing seems to be working.” And it’s ... Continue Reading →