Let’s face it, we all went in to business because we were really good at something and thought we could do it better. A couple of years later, we have learned some new things and are a little less willing to listen to someone else’s advice. But what if that advice is coming from a client? I recently had a situation where some unwanted advice led to a deeper understanding of my … [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...]
Unconditional Fans
Win or lose, true fans don’t stop cheering for their team. Unconditional fans cheer for their favorite team to win again and again, to move closer and closer to their goals (beating a rival, clinching a series, winning a championship, etc). When our team is losing, we figure out ways to cheer for them some more (rally caps on!). And when they pull through, we share in … [Read more...]
Cultivating Relationships NOT Worth the Time?
Proactively cultivating relationships is often an afterthought. We are just too busy trying to get through the workload directly in front of us. And, relationships are not what we DO in our businesses, right? Most firms are not in the “relationship business.” You are in the [INSERT your core offering] business. Simply spoken: We need sales, not more friends! STOP RIGHT … [Read more...]
People Do Business With You…But Why?
Why do people do business with you? Is it because of WHAT you do or is it because of WHY you do it? According to author and thought leader Simon Sinek, people buy the “why.” Over the past few weeks I’ve been asking clients and other professionals their “why.” Many times it doesn’t seem clearly defined. I do believe the “why” is critically important in business, and if … [Read more...]
Why is it so darn easy to say NO?
Oftentimes, there is more risk in customer service when the answer to our concerns is “yes.” Can you help me? Will you make an exception and do this for me just this once? Could you look into this issue I’m having? Being helpful comes with a price, and the price is more work. But what if the tables were turned and the risk was actually in saying “no.” How much better would … [Read more...]
Killing Your Competition with (Client) Kindness
Five Core Principles for Turning Clients and Prospects into Raving Fans Once upon a time customer service meant more than pressing 2 to wait (and wait and wait) for “the next available representative.” Companies valued those who bought their goods and services and went the proverbial extra mile to make them happy. Today we’re more likely to hear about a company that’s … [Read more...]
Why do clients really leave you? It may not be what you think…
Blog from Maribeth Kuzmeski of Red Zone Marketing When a client is upset with you…when your spouse is angry at you…when your teenager is ranting about some way you’ve wronged her again… it very often is not what it appears to be. Yet, in our attempt to minimize conflict, we immediately react to the outburst and attempt to fix the problem they describe. But often, the … [Read more...]
The Detrimental Business Relationship: Are You Putting Yourself at Risk?
Blog from Maribeth Kuzmeski of Red Zone Marketing It is enticing to take on new clients quickly that seem to have everything that you want, especially the willingness and ability to buy. But what if, in your haste to sign on this great new client, you don’t properly assess how this person will act as a client (it goes the same for business partners, alliances, and … [Read more...]