Customer Relations

Self-Employed with a Boss?

Our ideas of self-employment often involve the image of being our own boss. That we don’t work for someone else and their bottom dollar. It is true that when we are self-employed, we aren’t working to help a CEO make more money. But we still have “bosses”. Every customer and every client we take on is our “boss”.  Fortunately, it’s a good thing. Today we want to explain why … [Read more...]

Engaged Leaders: Radio Interview with Steven Goldstein

Steven Goldstein, author, speaker, and business consultant, is the guest on this episode of Monday Morning Radio with Dean Rotbart. Goldstein is a management engagement expert who helps companies, large and small, improve the ways their leaders engage with employees and customers. Goldstein has developed what he calls his “5 Principles of Engagement.” Utilizing these … [Read more...]

Online Communities: An Interview with Katie Bapple and Joshua Paul of Socious

Private online communities are becoming increasingly popular with businesses both large and small who are seeking better engagement with customers and clients. In this interview, Monday Morning Radio host Dean Rotbart talks with Katie Bapple and Joshua Paul, executives at Socious and co-authors of the book The Online Community Blueprint: A 9-Step Guide to Planning an Online … [Read more...]

5 Positive Ways to Respond to a Negative Business Review

Just the other day, my husband and I were checking out some new places in our area to eat. Since we just moved here a few months ago, we weren’t quite sure which restaurants would be able to turn us into lifelong customers and which ones would be the subject of a horror story we couldn’t wait to share with people back home. So, we did what millions of others do, we went online … [Read more...]

Advise, Advocate and Collaborate: An Interview with Mark Grisafe of M. Grisafe Architect

In this edition of Monday Morning Radio, host Dean Rotbart interviews Mark Grisafe of M. Grisafe Architect about the challenges facing small business owners who operate on a local level. In the interview, Mark talks about how his business has evolved since he opened the doors ten years ago and how remaining agile allowed his business to survive the economic downturn that put … [Read more...]

The Best and Worst Business Rebrands (Infographic)

Small business owners sometimes overlook the importance of branding. And over time, rebranding may be a smart move. This infographic includes examples of both positive and negative rebanding experiences. While these branding examples are of major companies, there's plenty for small businesses and entrepreneurs to learn by example. Infographic … [Read more...]

Treating Clients Like Team Members: 5 Questions With Mark Grisafe, Owner of M. Grisafe Architects

Mark Grisafe, Owner of M. Grisafe Architects, answers our 5 Questions about his business and why he prefers to involve his customers in the entire design process when he designs for business spaces or residences. What are the primary service(s) or product(s) that your business provides? My company, M. Grisafe Architects, provides architectural, interior, landscape and … [Read more...]

6 Keys to Delivering Epic Customer Service

Want to know the best way of boosting customer profitability? Improve customer service. A recent infographic from SalesforceDesk.com says that 70% of consumers would continue to do business with you if you resolve a complaint. The infographic also says that 9 out of 10 consumers would pay more to ensure good customer service. Building customer loyalty by improving customer … [Read more...]

Reaching Across the Register: An Interview with Pamela Herrmann

Dean Rotbart interviews Pamela Herrmann, a customer acquisition and retention expert and founder of Reach Across the Register. Reach Across The Register is a company that specializes in relationship marketing and supports business owners through training, education and consulting. In this interview, Pamela discusses how businesses are failing their customers and how they can … [Read more...]

Strengthen Your Character, Strengthen Your Small Business

This article is one in the multi-part series entitled The Entrepreneurial Mindset. In one of my very first trainings as a reserve deputy with our local police department, the commanding officer who was leading the meeting talked about the importance of character. For instance, he explained how, when responding to a non-emergency call, you should always use the sidewalk as … [Read more...]