Customer Service Articles For Entrepreneurs & Small Business Owners

6 Fatal Email Mistakes That Cost You Money

Email is a widely used prospecting tool but it is seldom used correctly or as effectively as it could be. Most sales people and small business owners make a variety of mistakes that prevent them from increasing their sales when using email to grow their business. Here are the top six mistakes they make that [...]

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17 Best Practices Of Top Performing Sales People

Many people wonder what separates a top performing sales person from the rest of the pack. In most cases, it’s because they apply a number of best practices in their daily routine. Here are 17 best practices of top performing sales people. 1. They set HIGH TARGETS and goals. Top performers don’t wait for their [...]

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Does Your Dog Have Better Social Networking Etiquette Than You?

Social Networking has surely taken off these past few years. Seems like everyone and their dog is now posting, poking, tweeting, liking, status-updating, and more. The problem is that dogs might actually demonstrate better social networking etiquette than many business people. Unlike casual communication with friends, social networking for business requires care, because barking up [...]

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The Secret To Fast Marketing

I often get asked about the process of marketing and how to speed things up. Many business owners get frustrated by the fact that any marketing they do today can take up to three months to get results and ask what is the secret to getting business in through the door fast. Well, actually there [...]

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5 Ways To Keep In Touch With Your Customers

It seems that business owners out there are finding it harder and harder to stay in touch with their customers. Consistently when I ask small businesses to rate themselves at following up, they always say that this is where they are weakest.  Actually, there are tons of ways to follow up and stay in touch [...]

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Lessons In Customer Service For Target

My wife and I were at Target in Niagara Falls NY this weekend buying up the store (as usual) and we came across a good buy for a blender (50% off). We didn’t really need one, but since our son is always making protein shakes we thought at this price it was a good idea [...]

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Q Is For Quick And Easy Ways To Get Customers Fast

When you’re frustrated with marketing and you just need customers fast, here are some simple and quick things you can do to bring new customers in. 1.    Talk to your past clients – Have you kept in touch with your past clients? Maybe they’re looking for your products and services right now. Drop them a [...]

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Social Media Is Only Customer Relations

Jack Nicholson said it best in A Few Good Men…”You can’t handle the truth!” We can agree because we’re not one of the thousands of newly anointed social media PR experts! But of course you are. After all you’ve got your company/personal Facebook pages. You’ve got your company/personal Twitter accounts. You update your Facebook pages and Tweet constantly. Boss [...]

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Social Media Marketing … The Challenge of Herding Cats

Sure, social media –1:1 marketing and communications–sounds glamorous. It’s like the romance, the freedom, the adventure of the old West.  It’s just you and him (or her). Long hours in the online saddle, what could be better? Ask the folks who have been doing it for years – customer/tech support – it’s a lot like [...]

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How To Rescue Customers From Attrition

There are many reasons why accounts whither and die. Of these, the worst has to be apathy on the part of the sales person. Without periodical attention, the most loyal accounts can drift away to be rescued by a competitor. “But if the client isn’t one of my most important”, you rationalize, “It’s not worth [...]

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Don’t Underestimate The Power Of Customer Service

Bad economy + good customer service = business All right so we all know this isn’t the best time for the economy. We have been in the so-called recession for over a year now. A few businesses are doing better than ever, some are struggling to make ends meet and many have folded. Something maybe [...]

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Fire Your Advertising Agency

There is a startling way for most dealers to double their business – fire their advertising agencies. Dealerships spend an enormous amount of money on advertising for new customers. Unfortunately, often that money is wasted. The money is wasted because the agencies are strictly placing ad dollars in media and doing production. Often, the ad [...]

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Car Sales 101: A Case Study

The time had come for my wife to get a new vehicle. Let’s take a look at the good bad and ugly of her experiences. What occurred during her visits is a microcosm of what happens in automobile dealerships every day. My wife decided to look at several different vehicle options. She visited three dealerships [...]

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Keep The Sale

Does this sound familiar? After dozens of phones calls and emails as well as several face-to-face meetings, you finally reach an agreement with a prospect who is intent on buying your service, product or solution.  “Whew! Another sale done,” you think to yourself. But, wait. Before you start counting your commission it is critical that [...]

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What Customers Hate About You

Recent research uncovered almost eighty reasons why customers dislike salespeople. Here are the top seven. 1.     Not listening. This was the most cited reason customers dislike salespeople. Too many salespeople neglect to listen to what their customers or prospects say which means they fail to address the key issues that their customer has stated as [...]

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A Living, Breathing Customer Database

Each week, I talk to business owners who dream of having a mature customer base that provides them with lots of repeat business. But when I ask them what they’re doing to make that dream a reality, too often they answer with something like: “Well, the longer I’m in the industry, the more customers I [...]

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Getting Your Horses (Customers) To Drink Water

The old adage “you can bring a horse to water, but you cannot make him drink” is an extremely pertinent one in the world of Sales & Marketing. For instance, let’s use this adage as the metaphor that it is: The Horse: Though not the most flattering thing with which to associate a consumer, the [...]

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Customer Loyalty And Chinese Food

Allow me to share a little anecdote about a friend of mine – for this story’s sake, I’ll call him Bill. Bill works in midtown, and due to his extremely rigorous work schedule, he rarely has time to prepare his lunch prior to coming into work. Bill’s favorite cuisine has always been Asian food – [...]

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From Complaint To Raving Fans

One of the hallmarks of world-class customer service is how your company manages customer service failures. When a customer speaks up with a complaint, it’s time to listen. Think of the complaint as a gift, and you will see it as an opportunity to learn rather than something to avoid or resist. The few courageous [...]

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Product / Service Recommendations, Support … More Than You Want to Know

“ He MySpaced me.” – Mary – He’s Just Not That Into You (2009)   Not long ago we read that back in the late 1800s when electricity was first demonstrated people fell to their knees in amazement.   The individuals who demonstrated it probably felt omnipotent. No one questioned or challenged them.   Today you’ve got [...]

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