Guest Post by Barbara Austin. You could say there are two kinds of websites: those that are enjoyable, and those that are downright painful to use. The more pleasant the site, the more we tend to gravitate toward it, spending more time there and going back more often. So how can you ensure that your website is providing that positive experience, as opposed to making your … [Read more...]
Verizon Are You Listening?
As of January 15th Verizon will start charging its customers a $2.00 convenience fee for paying their bills on-line via a credit card. Now as a Verizon customer myself for my home and business, let me address all the ways that this situation was mishandled and hopefully give a summary of how customers don't want to be treated. Don’t spring change on your … [Read more...]
Sales For All Seasons
As we all rush out to do some holiday shopping and retailers put their best foot forward, as a small business owner you want to be sure that your sales don’t cripple your business. Attracting new customers is great, but what you want is repeat business and customer loyalty. Stick with these tips and build a relationship, not a sale. Listen to your customers While it is … [Read more...]
The Capable Employee
As a modern business owner, I’ve caught the fever to rely on gadgets and depend on electronic communication in lieu of actually picking up the phone; but I wonder, have I done my company a disservice? As I visit client sites and assess the challenges they face, it becomes clear that sometimes the culprit is not the employee, it’s the technology. Excessive reliance on … [Read more...]
Hey Boss, Your Policy is Stupid!
As business owners we often set policies and procedures from a reactive point of view. Something happened that brought the situation to our attention and then we put things in place to ensure they don’t happen again. But is this the best way to create policies? Can your staff weigh in on their effectiveness and when they do, do their opinions matter? If you have a sense that … [Read more...]
Grab the Money!
It’s no secret that you need capital to operate and grow, but then comes the question how do you get it? For some of the lucky ones they have the personal cash to use or they are able to tap well heeled friends and family for the money. For the unlucky ones, you need money to operate and grow, but where do you get it? Tap your community bank. An often overlooked … [Read more...]
The Cost of Business
In our current situation many companies are cackling about how much money they have saving on services and are doing their fair share to keep pushing prices down. On the surface this savings looks good to many companies, but as soon as the economy turns around these services are going to go back to the increased costs they deserve and then what? Well in my years I have observed … [Read more...]
The Leper in the Room: Workplace Violence
As a business owner I have noticed that entrepreneurs talk about a range of topics and we share some pretty personal details; what doesn’t happen is the talk about violence. We speak about managing teams and dealing with problem performers, but we very rarely speak about what happens when those situations go horribly wrong. To get to the bottom of this I got some advice from … [Read more...]
Does Customer Experience Trump Price?
Guest post by Sarah Hedayati (learn more about Sarah at the end of this post) When you go into a business, what’s more important to you: price or the experience that takes place? While you may be thinking, “I lean toward experience, but it won’t matter if the price is beyond what I can afford.” There is a line that separates price from experience. In general, most people will … [Read more...]
Promises to Clients You Can’t Keep
Did you ever make a big promise you can’t keep? Oftentimes there is a disconnect separating what we commit to do and what we actually can deliver. And not delivering on a promise is far worse than never committing to do something in the first place. At a hotel this week I was offered 3 things at check in. It was midnight and I was tired, but I did answer the questions … [Read more...]