When I was a new business owner I attended a management seminar, the speaker said something that I have never forgotten. “Your business is as good as your worst employee.” What a sobering thought. Paul Harvey said: “For a company’s advertising strategy to work, it has to be handled not only corporately but also individually.” […]

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Do you have any “friends” who call only when they want something? Are they your favorite people? Do you contact customers only when you’re asking for their money? Or do you keep in touch for other reasons? Do salespeople call on you only when they want you to spend money? What if, instead, they called […]

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Everyone in your organization must know how vitally important customer service is in your business. Good customer service starts with good training of your employees. Here are a few suggestions to help your organization keep your customers beaming and eager to come back for more.

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You’re already aware, I hope, that each and every employee of your company is a “customer service representative,” no matter what the job description says. Read this terrific customer-service story, and then consider the two questions at the end. “I ordered a child’s learning laptop computer for my daughter Mallory for Christmas through Amazon.com,” says […]

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Every single contact your organization has with its customers either cultivates or corrodes your relationship. That includes every letter you send, every ad you run, and every phone call you make. This includes every employee contact, from the CEO to technicians, sales force, support staff, and maintenance crews. In other words, your business is only […]

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All I’ve ever wanted in business is an unfair advantage. Before you raise your eyebrows, let me define the term. An unfair advantage is not lying, cheating, or stealing. It’s exactly the opposite. An unfair advantage is doing everything just a little bit better than your competition. And even if you’ve been in business for […]

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1. Take advantage of every opportunity.  I started my career as a hairstylist. At conferences I am often asked how I become a speaker, author, and executive speech coach? By noticing and using every chance that turned up. Opportunity doesn’t knock just once. It knocks all the time, though you may not recognize the sound. […]

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