How to Improve Customer Experience: The Tour Guide Method

How to improve customer experience by acting as the tour guide of your business. Not too long ago, I took my kids on a tour of a historic mansion. As we purchased our tickets, we were told where to go and what to do and when to expect our tour to begin. After a brief […]

How to Retain Customers

Increasing retention increases revenues better than bringing in new clients. Smart business owners know how to retain customers. According to Harvard Business School, a mere 5% increase in retention will increase profits anywhere from 25% to 95%. Clearly client retention has a bigger impact on the bottom line than acquiring new clients. It saves money […]

Use a client exit survey for feedback and referrals.

Use a client exit survey to get past the polite “excuses” and get real feedback.   When a client stops working with you, it may be for a number of reasons. As a business owner, you may think you know, but unless you take the time to ask, you don’t have all the information. When […]

Book Review: The 5 Languages of Appreciation in the Workplace

The 5 Languages of Appreciation in the Workplace shares how we can make people feel appreciated in the business world.   In his book, The 5 Languages of Appreciation in the Workplace, Gary Chapman applies his work to business. The basic concept is that as individuals we each have a preferred way of receiving appreciation. […]

A Welcome Package that Works

Having a great onboarding process means a smooth transition for new clients. It has the potential to make them feel welcome and reassured that they made the right decision. A great welcome package can encourage your new client to refer you to others. Last year we worked with Behave Your Best to help improve their […]

Retain Clients with a Continuity Plan

You can’t retain clients if you have nothing to offer them at the end of their package or program.  A common practice among coaches, consultants and healers is to create packages to offer to clients, rather than billing by the hour. It is a great way to offer your services. Clients know what to expect […]

Giftology Book Review

“The overall goal of Giftology is to make someone feel special and acknowledged by gifting them with ‘practical luxuries.’” ~John Ruhlin John Ruhlin uses gifts to open doors and build relationships in business. His book, Giftology, shares the philosophy and strategy he uses in gift giving. Here are some gems from the book: When you […]

Zappos delivers happiness, do you? Create a customer appreciation program.

A number of years ago, I read the Zappos book: Delivering Happiness by Tony Hsieh. The book tells the story of the Zappos company. It outlines the ups and downs that brought it to where it is today. Zappos is a model company for making its customers happy. The online shoe retailer is known for […]

Three Ways to Consistently Say Hello to your Business Relationships

Adele starts her song, Hello, with the words, “Hello. It’s me. I’ve been wondering if after all these years you’d like to meet. . .” From the sound of the lyrics, it has been a long time and she is trying to reconnect. Do you do that with your business relationships? Do you fall of […]

Shock and Awe Packages for New Clients to Increase Referrals

Imagine your brand new client receiving a package in the mail from you. They open it first because it is the most interesting piece of mail in their mailbox. As they open it and look through it, they find informational pieces and testimonials that reassure them they made a good choice. But there are also […]