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There’s one key to success that every business owner can benefit from. It’s not exclusive to any one business and it has the power to level the playing field and boost the profitability of any business operation. It’s the Customer Relationship, easily amongst the most important of all connections a business owner can make. Customer [...]
In the nineties and ‘noughties’, a notable change crossed the business landscape. Where previously employees were either formally trained with University degrees or trade qualifications, or alternatively trained on the job, it soon seemed that almost every role had transitioned to requiring certificate education. So began the Rise of the Certification. Was it a case [...]
If you have been in a personal relationship, you will know that things don’t always go according to plan. The same applies to your business relationships. When you meet somebody at a networking event or an informal function and you think there may be potential for you to work together, it is a good idea [...]
Perception may be everything and while first impressions might count, when it comes to customer service perceptions and impressions play just a part in the whole performance. A polished presentation will not impress if you do not ask the right questions of your customers. Here’s why. Being a customer is a role in an unscripted [...]
In order to build great relationships that build your business, you really need to know the answer to these questions – and you need to be careful not to make assumptions… What does communication mean to you? What does communication mean to your employees? Are you talking their language? What does communication mean to your [...]
Recently I was speaking to an Honours student from a local university. He was talking to me about his thesis on social media. I thought he described it brilliantly when he said social media is really about having a conversation – but we use our words over different mediums. He then went on to describe [...]
Recent global surveys on customer service have revealed some valuable insights into customer expectations. While on the ‘complaints’ list in almost all cases were rudeness, long telephone hold practices and disinterested staff, a more challenging issue was raised regarding customer ‘expectations’. But one customer’s idea of customer service might differ markedly from that of another. [...]
The customer service expectations of your business can be a difficult element to measure however, there is still an overall benchmark every business should adopt in order to know the service expectations of their customers.
Customers can be very sneaky sometimes, often trying to weasle a special discount out of your business that is completely not warranted. Find out how to deal with discounted driven customers.
Everyone is being bombarded by sales people every day whether it is over the phone, on TV or driving to work while listening to the radio. Learn how to seperate yourself from all the other sales people out there by becoming relational.