“No really. Believe me. I’m ah-maaa-zing!” If a guy you’d just shook hands with at a networking party were to look you in the eyes and emphatically utter those words, would you believe him? Belief is a funny thing. To have it you need proof, not just proclamation. And yet almost 100%* of businesses make […]
This article originally appeared in my Event Solutions ‘Sparks of Attraction’ column. Most businesses want more customers. Let me tell you why that can be a BIG mistake. More customers is not the same as the right customers. So while you’re wasting time busily trying to keep someone happy who doesn’t value you and never […]
Myth #2. The customer is #1 It’s very common practice to train employees that the customer is numero uno. It’s also common practice to spend the vast majority of time, resource and financial investment on those customers. But where does this leave your employees? In a world where products can be replicated in record time, what […]
Myth #1. The customer is always right Stew Leonards has a very famous customer service story (circa 1969) that resulted in a giant rock that sits outside of his stores inscribed with the following: Rule 1: The Customer is Always Right Rule 2: If the Customer is ever Wrong, read Rule #1 This mantra is probably […]