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 […]

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 […]

VIDEO: No Surprises In Business

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?

What Is Retention? Stop the Revolving Door and Keep Your Clients Longer.

Picture a revolving door that allows people to go in or out of a building by going in a circle. Now, think of that as the entrance to your business, even if you don’t have a storefront. Imagine clients entering into your business and going through this revolving door. What you want them to do […]

What is customer service?

What is customer service? Customer service is more than a department. It is a marketing strategy. It is a strategy that will get you increased client retention and referrals if you do it well.  So how do you go about that? Great customer service is all about the attitude. The attitude you (and every employee […]

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

The Most Disappointing Gift I Ever Received

Today I’m going to tell you about the most disappointing gift I ever received. This was from a coach that I had invested thousands of dollars with over the course of the year, and as the year came to a close, I received a gift in the mail. As you can imagine, after investing more […]