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Tag Archives: service

8 Strategies to Diversify Your Small Business

The adage, “Don’t put all your eggs in one basket,” holds true on every day of the year except Easter. And for many small businesses, it’s advice that should be considered quite seriously—especially in this digital age when product life cycles and customer sensibilities change more quickly than the leaves in Vermont come October. Hollywood […]

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Above and Beyond Customer Service

Wouldn’t you like all of your customers to say this? “They have the best customer service.  They go above and beyond.” In just the last week I’ve heard four completely unrelated people talk about the “above and beyond” experiences they received from people they did business with. What is going above and beyond?  I asked around and […]

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You Must Have the Answers to These Two Customer Service Questions

In a recent newsletter I shared a number of customer service questions to ask yourself and your team.  These were meant to be “conversation starters” and they managed to spark a lot of good conversation via feedback and ideas from our Shepard Letter readers and our YouTube video subscribers. One of the most popular customer service questions was the […]

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Just a Pinch: The Difference Between a Good Small Business and a Great One

During the holiday season, I cook up a storm.  While I was looking for an old family recipe, I found some scribbled recipes from my old baby-sitter.  They really weren’t recipes, but more a list of suggested ingredients.  You see, my babysitter, who I called Hawthorn, (her real name was Olivia Hawthorn) was an excellent […]

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KEEPING “SHOWROOMERS” OUT OF YOUR SERVICE BUSINESS

One of the biggest threats to any “brick and mortar” retail business these days is the customer known as the “showroomer.” You know the type, and I’m willing to bet you may have even done this yourself on occasion.  A “showroomer” is someone who visits a store, examines the merchandise at great length, asks dozens […]

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How Much Should I Charge?

How much should I charge for my product or service? Good question, right? In theory you know you want to make a profit so that means you need to charge more than it cost you to make and deliver your product or service. But in practice it isn’t as easy as it sounds to determine the right pricing structure for your business.

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