Recognise the Lifetime Value of Your Customer (LVC)
In the last edition of The Networker, I talked about Customer customer Loyalty loyalty and the importance of building a “Back-end” for your business. To recap: “Front-end” simply means the first sale that you make to your customer. the... read more
How to gain more business without doing more work
When was the last time you wanted to purchase office equipment or items for your home, or tried to enlist the help of a professional service provider? What was the service like? Did the person who tried to sell... read more
Are your customers really who you think they are ?
So who are my customers and where do they fit into the scheme of things? We all like to think that we really know who our customers are and why they like to buy from us rather than from... read more
Can-do Thinking – It does make a difference
The diversity in people always fascinates me. And when it comes to customer service, the differences in personalities can be particularly striking. It’s the people involved (rather than the specific product) that makes the service memorable in either a... read more
Communicating with customers and clients from other cultures
With the vast numbers of overseas visitors to Australia each year, you may have the opportunity to sell your products or services to a wider range of people from different cultures than ever before. What an opportunity! But what... read more
What to Do When Your Customer is Ready to Explode
When things go wrong, customers get upset. Sometimes they blow up in anger. Here are five steps to keeping your cool when your customer is ready to “explode”! Step One: Let them blow off steam! No one is rational... read more
When Service Goes Wrong, Bounce Back!
Nothing is more crucial than how a business fixes things after they’ve gone wrong. Find out how you can actually improve customer loyalty simply by the way you handle problems. We all try to get things right, but life... read more