Get everything in writing. It’s a mantra I followed often in my former job as a paralegal, and it’s one that’s been essential to my success as a freelance writer and editor. If there’s one big mistake that new entrepreneurs make (apart from not charging enough for their services), it’s failing to get a formal,...
From handwritten notes to just-baked cookies, a simple gesture can go a long way toward shoring up customer loyalty in a competitive marketplace. Even just a quick phone call can do more to earn your customers’ long-term trust than any coupon or discount code—really. To find out which methods have been most effective for my...
A reminder of the strange, wondrous, sometimes funny, sometimes dangerous, but pretty much unavoidable mix of human interaction, human thinking, and automation.
There's no better time than the New Year to commit to small changes in your life or in your business, so here are my three tips for re-focusing your energy and growing your business in 2014.
It’s going to happen. If you own a small business, you are inevitably going to have an angry customer. And when it happens, you'd better know what to do.
Although metrics are just measurements and they can't give the specific feedback from customers, they visually help the team get a perspective on our level of success in keeping our customers happy.
Today's consumers expect great customer service and if they don't find it, they'll spend their money elsewhere. What can you do to go above and beyond to ensure customers not only buy from you, but also recommend your business?
Making customers happy is great for business, and so most managers don't think beyond the basic tenet of customer service that "the customer is always right." Which is great, except for the times when the customer is wrong.