Last week I spoke at the Painesville Chamber breakfast and later received an email from Henry Brooks from Infinity Resources, Inc. He shared the Laws of Building Customer Relationships by Bob Burg entitled “Go Giver.” The Law of Value Your true worth is determined by how much more you give than you take in payment. [...]
Yesterday I had the opportunity to address the Retail Organization of Lakeland Community College at the Great Lakes Mall. I shared my thoughts on the value of make or break moments with our customers…each moment is an opportunity to make a difference. After the talk, one participant came up and shared a great observation: When [...]
In the April issue of INC magazine, reporter Kasey Wehrum shares Sales Tips from the World’s Toughest Customers. Customers like Coca-Cola, Dell, Intuit, UPS and more. The lessons are simple and yet profound: Be different. And then make sure you prove it to us. We can spot a fake from a mile away. (In other words, [...]
Interviewing Calendars Training Customer Service Customer Service More >> There is a new news aggregator dedicated to one single audience – Administrative Assistants. It is called the Assistant Edge. Visitors will find the news feeds from a variety of sources that help them deal with building customer relationships, health issues, financial information, training and a variety of other [...]
UPDATE 9-21-10 – I don’t know why, but the video has been pulled from YouTube. It was a perfect example of how an employee can personally interact with customers without interfering in her ability to perform her tasks. Bummer. Last night there was a repeat of the 7-11 episode of Undercover Boss. If you haven’t [...]
Here’s the daily quote from my “Women Who Do Too Much” calendar that was a gift this past Christmas. Someone trying to tell me something? We certainly get confused about what service really is and who is being served. Yet, everyone agrees that service is a good thing. That struck a chord for me when [...]
I often speak about the importance and value of building customer relationships but today I want to talk about relationships within an organization. Glenn Ross asks a lot of really valuable questions in his post The Most Important Component in a Relationship. What is it? Communication. He starts the article by quoting Dale Carnegie: “90 [...]
You’ve heard of giving yourself a pep talk, right? Michael Jackson sang about the Man in the Mirror – it all starts with us! Here’s an example of just how to start your day in a positive way! There is a lesson to be learned here! I don’t know about you…after watching that video pep [...]
If you have a teen or tween girl – you’ve probably spent HOURS at Claire’s. The jewelry is fun and flirty and affordable. Although it is amazing how quickly the bill can exceed $40! Yesterday my daughter and I went shopping for a birthday present. The sales associate greeted us with a smile, a basket [...]
Do you delight your customers? I found an article written by Alain Thys that was published in 2007 that says it best: It’s funny that when discussing Customer Delight, most people start talking about customer service. While this nicely fits our managerial illusion of control, it also completely misses the point. Customer service is what [...]
