Adventures In Customer Service

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Big companies do it.  Small companies do it.  But most companies don’t do it.  I’m talking about making customer service a strategic advantage.  LL Bean did back flips to make sure my order was delivered on time, even when their contractor did not.  Amazon takes returns, within a certain time frame, no questions asked, and […]

Thinking About Money – Expenditures

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Money doesn’t go far in small business.  Should we spend more on marketing communications?  Buy a new laptop, desktop, tablet, smartphone, or camera?  Upgrade our website, CRM, billing system, cloud storage, phone or Internet services?  Hire a new sales, customer service, or finance person?  Enhance employee benefits? Create new products?  And so on. Each opportunity […]

The Price of Customer Service

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Good customer service is a premium for many companies these days.  It costs money to provide it, and therefore service is often one of the first places management looks for savings when cutting costs.  Turns out, there’s another way to provide customer service:  create a revenue center! I called a hosting company because a business […]

It’s The Little Things

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I’ve just returned from a delightful vacation. We had the opportunity to stay in a Bed and Breakfast overlooking the ocean.  Our hosts, husband and wife entrepreneurs, bought the lovely house in an ideal location, updated it and created an apartment in the basement, where they live during the tourist season.  The husband commutes to his […]

A Lesson Big Companies Can Learn From Entrepreneurs

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The golden rule of entrepreneurs is to treat your customers like gold.  Over 100 entrepreneurs we interviewed agreed. Don’t just deliver on your promises, but exceed your customers’ expectations.  Delight them.  Wow them!  Don’t take them for granted.  Never play fast and loose with their money.  And never, ever risk killing them. It occurs to […]