Creating a Client Experience

If you’re developing a group program of some sort, think about the experience that you’re going to give the members of the group before you ever start. Consider: what kind of client experience do you want them to have throughout the program? As they begin, how are they welcomed? Throughout the experience are there things […]

Customer Satisfaction vs. Customer Loyalty

Have you ever seen a sign or heard the phrase “customer satisfaction guaranteed?” That’s a great guarantee, but there’s a big difference between satisfaction and loyalty. Loyalty is what you really want in your business. Satisfaction means the transaction you had with the customer was okay.  They are not disappointed, but they’re also probably not […]

The Real Reason Your Clients Are Leaving

The Reason Your Clients Are Leaving Did you know that 68% of customers leave a business because they don’t feel like that business cares about them? That’s more than half the customers that leave your business. Think about the customers who may have left your business. You may do exit surveys to get information from […]

Top 20 Ways to Reach Your Top 20%

Your top 20% are the most important customers in your business.  You make more money from them.  They stay with you long term.  They are probably your best advocates.  It is so important to go out of your way to take care of them and earn their continued business.  Here are some ways you can […]

Last Impressions

So often we worry about first impressions. We think about how we look, what words we say. What’s the impression we make when we come in contact with someone for the first time? How do prospects or clients perceive us when we come in contact with them for the first time? We want to make […]

Lessons Learned on an Airplane

When was the last time you rode on a commercial airplane? I was thinking about the difference between first class clients and business class clients on the airplane.  First class is where everyone wants to be.  In first class they get preferential treatment in a lot of different ways. They can be the first ones […]

Secrets to a Long and Prosperous Business Life

No one wants to be a “one hit wonder.”  Longevity means you have long-term clients who are staying around for a long time, and a business that is here to stay.  You want clients who aren’t there just for a quick taste of you, but clients who love what you do.  Clients who are your […]

How to Apologize in Business

Every once in a while, something will go wrong in your business. You might make a mistake, a vendor you work with might goof up, but the bottom line is it may cause a problem for one of your clients. It is important to extend a business apology the right way when something goes wrong. […]

Pay Attention to the Details

Pay attention to the details in your business.  They can make or break your business. Getting the details right can mean the difference between getting a job or not getting a job, keeping a great customer and losing a great customer.  You need to remember names, requests, all the details of the interactions that you […]

Give the Gift of Time

There is a series of books that Gary Chapman has written that center around The Five Love Languages. In a nutshell, a love language is the way to give and receive love and appreciation. One of those languages is quality time. Giving your clients the gift of time can help them feel appreciated by you. […]