Moving your business to a new site

When I was young, my mother used to get her hair done at the local hairdresser down the street. She’d always come home looking radiant, and not just because she’d just spent half an hour under the hair dryer. A trip to the hairdresser was a social event, and she reveled in the chance to Read More >>

Managing negative customer feedback

An old employer once told me to never respond to a negative review unless I was able to own the situation and fix the issue. A negative review of your business can feel personal. You’ve worked hard to deliver your product or service, but somehow, somewhere along the line, something’s gone awry. Maybe the complaint Read More >>

5 ways to follow up with your customers

Did you know that poor follow up is the biggest customer complaint about businesses? Neglecting to follow up can be crippling – 65% of people will complain about your business, and 48% will tell 10 or more people about their experience. Can you afford not to follow up? Why follow up is everything Some of Read More >>

Five secrets to outstanding customer service

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam M. Walton, CEO Wal-Mart These days, if you’re not competing on customer service, you’re probably competing on price – and that can be a risky proposition, especially Read More >>

All you have to do is ask…

When was the last time you phoned your customers and asked them if they were happy with your products or services? The interesting thing is each time I ask this question I’m given the same answer. When I ask why they don’t do this, people say; “If my customers were not happy with our products Read More >>

What is good customer service?

Plenty of businesses pride themselves on their ‘great customer service’. Far fewer actually deliver on that promise. So what is good customer service – is it simply making a sale, or is it more?  It’s fairly simple to sell something once, but what brings your customer back to your shop, hotel, hairdressing salon, restaurant or Read More >>