Even though the internet hasn’t been around for that long, it has fast become our most powerful marketing tool in business. Potential customers searching for your product or service will simply google it, and if you’re smart your business will show up on the first page. But here’s the thing. Most companies are not too smart when it comes to managing online feedback. You may have a marketing person/department that proudly creates regular posts on … [Read more...]

In my workshops I talk about the words that can create obstacles in your customer’s mind and trigger negativity towards you. There's one word in particular that just won't go away. I hear it every day, in just about every service interaction I encounter and it's increasing in popularity. I’d like to share a short story about this word. On the last day of a recent trip to Melbourne my partner Mark and I were looking for somewhere nice for … [Read more...]

Those of you who have worked with me will have heard me say that the voice tone you project over the phone accounts for more than three quarters of your communication. We all have bad days. But when your customer is at the receiving end of your bad day, they only have your voice tone to go by so will automatically make an assumption about your attitude and that of your company. To avoid fueling a dissatisfied customer, or even worse losing … [Read more...]

My local Woolies store is suddenly caring about me in a big way! They’re sending me love letters, showering me with love every time I enter the store, and showing their appreciation like never before. Because guess what? A shiny new Aldi store has just opened up across the road. We see companies doing this time and time again. They don’t appreciate their customers until the competition comes along, sweeps up their unappreciated … [Read more...]