50 Books for 50 Years

During the last week of December I turned 50. At the beginning of the year I was thinking about how to mark this milestone in my life. When my husband turned 50, he celebrated by going skydiving. I’m not a fan of thrill-seeking and wanted to find something that reflected me to honor the occasion. […]

What is the ROI of Client Appreciation?

When you give gifts to clients, what is the reason that you do it?  Everything you do in business should be driven by an end goal or a purpose.  The plan behind your actions is what gets results.  Client appreciation is one of those fuzzy areas that you want to be heart felt, but you […]

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 […]

When a Gift Isn’t Really a Gift

When was the last time you received a gift from a company? They may have sent you something as a thank you gift or it may have been a promotional item. It might have been something that they were sending out to everybody like a calendar. If you’re going to send out gifts to clients, […]

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 […]

Do You Have an Army of Brand Ambassadors?

Think about the people who are brand ambassadors for your business. They’re probably people who don’t directly work for you, but they’re your biggest cheerleaders. When they’re out networking and meeting new people and they hear of someone who needs your service, they’re the ones who say, “you’ve got to talk to this person.” They […]

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 […]

Pareto’s Principle

You’ve probably heard about Pareto’s Principle. It’s the principle that 80% of results come from 20% of the population and it goes across the board with a lot of different situations. If you apply Pareto’s Principle to your business, 80% of your profits are coming from the top 20% of your clients. Top 20% of […]

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 […]