Without customers, you don’t have a business. That’s why a small business owner has to take on, as a primary responsibility, modeling ways and building strategies to both acquire and retain them. That’s what this section is about.
THE SITUATION You’ve found a complaint on Twitter (short-form platform), and you’ve determined the individual is fairly influential, has followers and reach, and interacts a lot with people. So you have a high-priority situation, worth addressing. TECHNIQUES USED ■ Identify Yourself (Humanize the Interaction) (1) ■ Apologize…
It used to be that most customer contacts were made in person, on the phone, or by letter. Then e-mail became more popular and available. More recently, additional “channels” have been added to the mix, including social media platforms such as Twitter, Facebook, LinkedIn, company blogs, websites, and even YouTube…
If you are active on social media, you may receive more comments, complaints or compliments than you can reasonably handle. It’s likely you’ll find it difficult to respond to every person who mentions your company name or brand in a negative way. For this reason, you need to triage…
Note: This was written during a particularly unpleasant stay at a Studio 6 motel in Toronto, Ontario in 2009. It’s a simple rant, until you think of it from a business strategy point of view, and also consider that how one positions one’s business in…
One of the “imperatives” the experts say about Twitter and other social media is that all businesses must both monitor and repair their reputations using Twitter (or other online areas). While there are certainly a number of instances where a company has done something really…
This is an excerpt from Perfect Phrases For Managing Your Small Business, which is available in book stores and at amazon. Please click the picture for more information. While planning to start up and regularly throughout the life of your business, you need to identify (or…
Customer Service Only As Good As What YOU Create When you see these words: Customer Service, what comes to mind? Speedy service? Low prices? A ‘no-questions-asked’ return policy? Okay, these attributes certainly define some of the aspects of customer service, but speak more to the…
Recent Comments