December 5, 2017
A Simple Way to Lose Customers
Here’s a good way to lose customers. Change their agreement, which renews annually, without telling them and have the new agreement greatly reduce the customer’s…
December 5, 2017
Know Who is Your Best Customer
The Wall Street Journal recently published an interesting article on how banks are reducing the number of branches. They explained how Bank of America, using…
November 30, 2017
Taking Over a Customer Relationship
My wife has been visiting our daughter in Baltimore a lot to help with a new baby, three trips in three months. She now has…
November 28, 2017
Relationships Rule
The other day I was on a conference call and heard a business seller give a very eloquent explanation of why he wants to sell…
November 22, 2017
How Easy is it To Work with You?
A few months ago I bought a new desktop computer (I still like the big screen with a second monitor so I can have four…
November 21, 2017
It’s Not My Job!
It doesn’t take a lot of effort to find examples of poor customer service. It’s all around us and one has to wonder why management…
November 17, 2017
When Vision Meets Technology
A while back I read an article about how the staff at Tesla can’t keep up with all the visionary ideas Elon Musk and his…
November 15, 2017
Adapt or Perish
It’s interesting, and a bit sad, to see town car drivers waiting and waiting and waiting outside of hotels as Uber and Lyft cars come…
November 14, 2017
Great Customer Service Means “Be Flexible”
For the last five years or so my CEO Leaders Group has met at Pearl restaurant in Bellevue or its (former) sister restaurant Koral. In…
November 14, 2017
Worse Than No Customer? A Bad Customer
Recently I once again taught my very popular class, “Dynamically Growing a Consulting Business,” at the local SBA/SCORE office. Every class is different, which makes…
