Business development is a continuous challenge, especially turning leads into prospects who then become actual buyers. Here’s a textbook case of what not to do. I was attending a small business conference and ran into the COO of a small start-up. She told me they’re caught in a not-unusual conundrum: they need users in order … Continue reading I Should Give You a Name Because You Hand Me Your Card?
Companies do odd or hard-to-understand things, but this one is a true puzzle. What do you think? I ordered 100 copies of my book, Tinker, from Amazon’s Kindle Direct Publishing. They confirmed my order and sent a delivery notice when the books were shipped. They promised a delivery date. But a couple of days before … Continue reading Amazon Did Not Deliver
I was eagerly waiting for the technician from the carpet cleaning company. He strode into my home, glanced at the area rug and quoted an outrageous price. It was 1.5 times more than I paid for 2 rugs a year ago. When I objected he said it was because of the trip between their facility … Continue reading Arrogance is the Wrong Attitude for a Service Provider
Everyone knows that open season in the health insurance industry provides a huge moment to recruit new policyholders. But an insurance office manager is too busy to invest 2.5 hours to improve his agents’ sales skills in September. “We will focus only on sales (no matter the quality of the skills) and consider some training … Continue reading Do You Put on Your Lifejacket After You Fall Off the Boat?
A very successful professional coaches and advises that adults should let go of what they can’t control, especially from the past. I think that’s great advice. The power of it is significantly diminished when he publishes a monthly rant about a situation that happened going on 2 years ago. Do you take your own advice? … Continue reading Stop Doing What You Complain that Others Do
Four of us placed orders at a restaurant and the server said she’d bring rolls and hush puppies. She returned with 3 plates, 3 rolls and 3 hush puppies. When we asked, she said they only come with orders for main courses. One of us ordered two small plates, which doesn’t count, although her bill would be the same as the others.
Does your company have similar policies that put internal minutiae ahead of customer satisfaction? Take a close look and make changes.
I just had a frustrating 24 hours with a business owner because of assumptions. What should have been a simple process became complicated because while I was following one path, he took another one based on an assumption he had not shared with me. The biggest impact is a small dent in my trust of … Continue reading Talk Before You Assume
The HVAC/plumbing company got my business when they offered membership in their Concierge program. I loved the promise of special attention and priority scheduling. Imagine my disappointment when these did not materialize when I needed bathroom repairs. Most disturbing was that the customer service rep lied to me, thinking I would be too ignorant to … Continue reading Why Would an Owner Ignore a Customer?