Do your clients know who you really are?   Many businesses open their doors for the first time, and after all those months of planning, business owners jump right in full of the joys of spring desperate to get the money flowing in, rather than out! Now, there’s nothing wrong with this. Enthusiasm and passion are vital if your business is to succeed, but without a clearly defined road map of your business’ identity, you can find yourself putting out mixed messages.  What does that mean?     (more…)

When you treat customers well, they come back and they tell other people about their good experiences.

It is estimated that 80% of people who receive bad service or have a bad experience will tell ten people about it.

Let’s face it. No matter how hard we try to excel, things go wrong. It might be something that we consider minor but it can be monumental to the customer. It’s how you deal with it that will not only make or break you but will set you apart from your competitors.

Make sure that you are all singing from the same songbook. If you, as the business owner, are waxing lyrical with an aria by Puccini and the rest of your team are neck deep in Wolfmother, then the culture isn’t going to be maintained.

The customer service culture has to start at the top — and it’s your responsibility as the business owner, to establish that culture, and bring it home to every single person in the team.

But that can be the problem. If you are time poor, and let’s face it, so many people are, the importance of customer care can be overlooked.

I found this story some time ago and just love it….. (more…)