Are you really looking after your loyal clients?
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Blog
Do the work that matters to them
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Taking Inspiration and Being Remarkable – Thinking the Seth Godin Way
Like a lot of business people, I enjoy reading business books. I read on all kind of topics, but find myself regularly coming back to the writers who really fire my imagination. Two of my favourites are Tom Peters and Seth Godin. Tom I enjoy, but
Excellent Customer Service – Stop Cutting Corners and Remember What Made You Great
I am often really amazed at how easy it is to make a great difference to our clients’ experience of us, in very small and easy ways. Today I visited the dentist. I’d broken a filling and needed to have it replaced. I don’t like going
Two ears and one mouth…. The key competence
I’m often asked what the key competence is for people in sales and client focused roles: “What is the key skill we should look for when we are interviewing for a new hire?” “What is the number one skill that person needs?” “What is the differentiator between a
Say “Thank You”
“What do you say to the nice Lady?” You hear parents say something similar to their children all the time. The child is given something and we teach them to say thank you. It’s polite, it’s nice. It’s basic manners. Why is it then, that in business
Deliberate Acts of Relationship Enhancement – D.A.R.E.™ to be Different
It's time to give it a name, the act of doing something specific with the express intention of enhancing your business relationship with a client. It might be the simple act of picking up a phone, and giving someone a call, for no other purpose
“Would you like fries with that?” What McDonalds can teach us about Cross-Selling
One of the easiest, and best ways to increase your business’s revenue and profitability is to sell more services to your existing clients. Of all the business issues I discuss with my clients, the one that comes up over and over again as a real opportunity
Why your recruitment strategy for hiring senior people is failing
Like most businesses, you want to grow. This growth plan is a mixture of organic building and investing in hiring externally. Ideally, a person or team with a strong background, who is a perfect cultural fit for your business. So you meet with a recruitment consultancy
Know, like and trust – where real business really comes from
In the professional services marketplace, little is as valuable as the word of mouth referral. That wonderful moment when the phone rings and the person on the other end says something like “so and so mentioned I should call you”. There really isn’t anything nicer. And