Customer Relations

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...]

Your Bottom Line is Not Your Client’s Problem

The number one misconception service providers and freelancers need to shake For new business owners, pricing presents one of the earliest and greatest challenges.   For independently employed service providers, freelancers and consultants who do not sell a tangible product, the financial demands of running a business, coupled with the challenges of articulating and … [Read more...]

Engagement

“You guys, come over here and celebrate with us. Melissa just got a new puppy!” We looked to both sides, and then even turned around to see if there was someone behind us. Surely, the jolly woman behind the counter couldn’t have been talking to us. Nope, there was no one else. She actually was talking to us. We walked up to the bar, intrigued. The woman who greeted us … [Read more...]

Why Share Content I Don’t Create?

Stop using social media to broadcast your own message; start creating connections Social media is never as easy at is seems.  And there is a simple reason why: it is social space.  That means that opinions, voices, conversations and conflict are a part of daily interaction and engagement.  Except when they’re not.  And that’s when your business really has a problem. Too … [Read more...]

Audio Interview with Porsha Vogt on Lessons Learned in the Senior Care Industry

Dean Rotbart interviews Porsha Vogt, Owner and President of Golden Care, a non-medical, in-home elder care agency near San Diego, California. Golden Care provides seniors with services such as memory care, personal care, companion care, and, when the time comes, community placement assistance. In this interview, Porsha talks about the challenges of hiring a quality workforce … [Read more...]

Boost Customer Service With 3 Essential Keys to Marketing Success

I’ve been in businesses where a disgruntled customer has walked out for some reason or another and the response of the customer service representative was something along the lines of, “Take your $50 and spend it elsewhere then! We don’t need it!” (Usually this was muttered under their breath, but not always.) And while it may seem like they only lost the amount of the … [Read more...]

Saying No to Clients Without Losing Them

As a small business owner, you’ve likely heard the adage “The client is always right” more times than you’ve cared to. And you’re wise enough to understand that customer relations are the crux of survival for any business, but particularly for businesses that generally have a smaller customer base. But, what happens when they’re not right? What if they want something from … [Read more...]

Is Your Netiquette Hurting Your Business?

As a small business in the 21st century, you likely use the Internet for a number of communication-related functions. After all, keeping in touch with your clients, suppliers, and employees is much easier when you can do it by computer. While this type of advancement is great in that you can send messages, questions, and comments when it is most convenient for you, you want … [Read more...]

Empower Word of Mouth Marketing

Use Content to Create Brand Advocates A brand advocate is an unbiased third party that generates positive word of mouth about your business.  There is little stronger in contemporary communications and marketing than someone who is not employed by or paid by your business who is speaking about your business and stating your business’s value authentically and … [Read more...]