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Is your Customer Care bank account in credit?



With the credit crunch biting many of us are keeping a close eye on our bank accounts lest they go into the red. If you do, be prepared for a hefty fine from the bank.



But what about our customer care bank account?



It’s a clever analogy really because it really helps us to focus on continuous good customer care. Let me explain



Last month I was on business in Ipswich and stopped off at a Travel Lodge just… Continue

Be careful of speaker phones or hands-free mobile phones as they might be giving your customer the wrong message.



This afternoon I was sitting in Starbucks enjoying a double espresso and the guy on the next table was using his mobile phone with his speaker enabled. I appreciate that mobile phones are supposed to give us all radiation poisoning if we press them to our ear, but the information he was giving his customer was terribly public. He didn’t seem to mind bless him, but I bet… Continue

Mirror mirror on the wall, who is the fairest of them all?



I hear suit sales are up so are fountain pen sales. It’s all the extra business meetings we’re having. British Airways is even offering free business class flights to anywhere in the world to small business owners looking to export abroad.



It seems that in these tough times, we’re all out drumming up business with face to face meetings. And that’s a good thing. It’s heightened our awareness to go back to the basics… Continue

This week I’d like to show you a great tip when you really need to appreciate what your customer is thinking. Ideal for the consultative salesperson and sales coach.



I’ve never travelled on a rollercoaster. Honest, I know it sounds remarkable, but I’ve never had the courage to climb in the small cab and ride the heart wrenching and stomach churning experience.



Until one afternoon over Christmas when my youngest son dared me to get on the ride at Poulton’s Park. Now if you… Continue