Telephone Etiquette

What with high gas prices and time pressure, your customers and prospects are using the phone more than ever to get price and product information.  How you and your staff handle this important means of communication may well determine whether you ever get a chance at someone’s business.
Jeff Mowatt provides an interesting telephone test on [...]

Retailing-My Top Five Business ‘Killers’

On Tuesday I pointed you to an article by the Retailer Owners’ Institute called “The Top Five ‘Killers’ of Retail Sales”.  As I wrote at the time, the information in the article was very good, but it was from a bean counter’s perspective.  Today I’d like to give you my top five list.  I’m not [...]

Customer Service–Washington Style

I consider myself a good citizen, certainly one who loves my country. But I have to admit that I have some trust issues with the current crowd in Washington, on both sides of the aisle. So, you can imagine my response when I received a letter over the weekend from the United States [...]

Just When You Think You’ve Heard Everything…

It doesn’t take a lot of imagination to blog about poor customer service. After all, it’s everywhere. But here’s one that I couldn’t resist passing along.
First, the setup. My wife works for a service organization. While they do sell some products, the products are there to support the service which is [...]

Episode 8

Thu, 17 July 2008
Episode 8

Welcome to Mining the Store, the podcast for small business owners who want to mine more gold from their businesses.  This is Episode 8.

There’s no “I” in podcast, so your comments are very important.  You can leave a comment here on the show notes page.  Or, you can email your [...]

“They Like Me!”

The Art of Customer Service