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 […]

A Penny Wise, A Latte Foolish?

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Pinching pennies?  Me too. Ever heard the slam on penny pinchers who spend dollars per cup of coffee each day?  I walked through my neighborhood to pick up my venti latte this morning, then read an article tweeted by Inc. on ‘Money Myths That Make Success Harder.’  One of the five myths is “Take care of the pence and the pounds will take […]

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 […]

A Dog’s Lesson On Cold Calling

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I love my dog.  She is beautiful, smart, loyal, well behaved, funny, a good dancer, and concerned for my well-being.  In fact, she is the most wonderful dog in the world.  When I walk her, people sometimes stop me to admire her and ask what type of dog she is.  ”She’s a Leagle,” I say. […]

Assistant Needed!

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According to a Sageworks analysis, small businesses (their definition is $10 million to $1 billion) are leading the charge for the economic recovery because profit margins are increasing and credit risks are decreasing.  Great news! My own informal analysis shows that much smaller firms, those working their way to $1 million, are in the same boat. […]

Research Options For Small Business

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Before launching a new company or a new product or service, you should know a great deal about your market and what your market thinks about your product or service.  Market intelligence is one of the key parts of your business plan, right?  But, how do we conduct market research without spending money we don’t […]