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 […]

The Importance of Customer Loyalty in your Business

Loyal clients can be a great ego boost for a business owner. You know the ones. They tell you how brilliant you are. They admire your work. They tell everyone how awesome you are. It makes you feel good, doesn’t it? Everyone needs cheerleaders in their lives, but solo-preneurs especially need those kinds of advocates […]

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 […]

It Doesn’t Happen by Chance. . .

I love it when I have a great experience with a company. They may handle a problem well or deliver great service or WOW me in some way. No matter what it is, I feel impressed and I want to work with that business further because of the experience I have had. Behind the scenes, […]

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. […]

Too Busy? Try These Tips To Streamline Your Client Retention

Every business owner I have ever talked to has a deep appreciation for their clients.  A lot of them also have guilt.  One recently told me that she, “constantly feels like a criminal” because appreciating her clients gets put last on her list.  She does great work, but like all of us, she is juggling […]

Two BIG Mistakes a Company Made That Caused Them to Lose My Business For GOOD!

Several months ago I decided to order ribbon in bulk online.  I use a fair amount of it in wrapping client gifts and decided to save some money by ordering it in bulk.  I did what most people do – I went online and searched for the ribbon I was looking for.  I found it […]

VIDEO: Do you recognize your clients?

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 […]

Surprises are NO FUN! (How a lack of integrity can cost you big bucks in your business.)

Surprises are great for presents. Surprises are great for parties, but surprises in business are not any fun. Customers do not want to be surprised by what kind of services they’re getting. Customers don’t want surprises when it comes to billing. They want to know what to expect from you and know that they can […]