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 […]
My small business trends for 2014 reveal an interesting conundrum. We all know customers demand the ease of doing business with you via high-tech so we’re all scrambling to keep up with technology. But interestingly, at the same time, customers crave high-touch. Customers are quickly frustrated and often irritated when your business phone is answered […]
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 […]
Business is more customer-centric than ever before and that’s a good thing. However, there are times when customers can become abusive. First we need to understand that there’s a difference between being irate and being abusive. We need to expect irate customers, but how do you judge when an irate customer crosses over into being […]
No matter how successful you are in your business, you can always improve your marketing strategy. Randye Spina is a leading small business marketing expert and author of the book “Affordable Marketing Solutions: Proven Techniques to Profitably Market Your Small Business” (www.myaffordablemarketing.com). Here are some highlights from a long conversation we had recently about the […]