I’d like to think I’ve learned a few things over my years in business, not the least of which is how to initially approach a sales prospect in a meaningful and non-intrusive manner. It’s all about communication, of course, and properly setting the stage for continued discussions.
But this blog isn’t about prospect etiquette, or effective sales communication. It’s about how communication is sometimes handled across generational lines. (more…)
One of our partners in the publishing industry recently told me that with the way the economy has been (and continues to be) everyone has had to find places to cut. “It’s just a fact,” and he went on to say, “the trick is knowing how to cut smartly.” Some organizations have done just that – they’ve identified areas that their customers could do without. These are the things they could cut without hurting their relationships with their customers.
It seems during this recession many companies have chosen one of the single worst areas to cut: customer service. For example, my local grocery store, part of a large chain, rarely staffs their customer service desk around the lunch hour. It’s annoying if you want to buy stamps or have to return something. How many lost lottery ticket sales to you figure that represents a day? (more…)
Judson's Maker's Mark Barrel Dedication Certificate
About 16 months ago my wife and I were blessed with a beautiful baby daughter, and in a few short months I’ll be a proud papa again. Now I find out that I have another “newborn” I didn’t know about … my very own barrel of Maker’s Mark bourbon.
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Ah, customer service. It’s the thing that every customer comes to adore or despise about everything from the grocery store to the dog groomer. And it’s a little like how Supreme Court justice Potter Stewart defined obscenity: I know it when I see it.
Or, as the case may be, I know it when it’s done poorly. (more…)
It may be a little thing to some – or a source of major concern to others – but getting snubbed by a prospective business associate is a cause of increasing concern. Many, if not all of us have fallen victim to the snub in one form or another, be it a lack of response to a phone conversation, voice message or e-mailed proposal (the “e-snub”) or mailed letter, the absence of a timely professional response is truly at an alarming level in corporations and small businesses. (more…)
Throughout our day, we have interactions with various companies or brands. Most of the time, it’s so routine that we may not even think about it – whether it’s pumping gas, grabbing a bite to eat, running an errand or getting a cup of coffee. And when something positive happens, you can’t help but to re-evaluate that experience and be refreshed when you think a company has gone above and beyond to make your day. That’s exactly what I experienced the other day. (more…)
