The Top Things that Undermine Loyalty

To be loyal means to be faithful and dedicated. Loyal subjects are faithful to their leader. Loyal friends are trusted with a secret. A loyal spouse is devoted to their marriage partner. Loyal customers are dedicated to a business . . . as long as it is meaningful to do so. When a political leader […]

Don’t Break Up – Make Up!

As a business owner you put a lot of energy into building relationships. You court prospects until they are ready to buy. Once they become a client, you serve them to the best of your ability and build camaraderie. These are the fun parts of the relationship – the times when you like each other. […]

Baby Come Back! 3 Steps to Bringing Back Former Clients

It has happened to every business owner.  For one reason or another, a client stops working with you.  For a solo entrepreneur who has a relatively small client base, it can be painful.  One client can be a huge percentage of your business when you are a small business owner.  It may also feel a […]

Oops! What to do when you goof up.

We’re all human, we all make mistakes and we make mistakes in our businesses too. When you make a mistake in your business, it can affect your income and your reputation.  The key to recovering from a goof up in your business is to do a few simple things. The first thing is to listen […]

VIDEO: Goof Ups

How Do You Accommodate Your Clients When You Inconvenience Them?

Recently I was traveling; I was on an airplane ride. We were all lined up ready for takeoff when the pilot told us we had to go back to the gate for a possible mechanical problem. As they checked it out, there was a fuel leak and we all had to get off the plane […]

Avoid a Taylor Swift Breakup with Your Clients

Have you ever heard the Taylor Swift song titled: We Are Never Ever Ever Getting Back Together? Well, as I heard that song the other day, it made me think. I hope that you’re clients are not singing that song when they stop working with you. If you think about the message of that song, […]

VIDEO: How Do You Accommodate Clients When You Inconvenience Them?

VIDEO: We are never, ever, ever getting back together.

How to Communicate With an Unhappy Customer

At one time or another, something goes wrong in a business transaction.  Maybe before you even realize it, you are contacted by an unhappy customer.  When a customer comes to you with a complaint, it’s easy to get defensive.  They may be angry, but it is important to hear them out to gain an understanding […]