Category Archive: Customer Service

The Best Way To Get Client Referrals

Sometimes business owners ask me what is the best incentive to get referrals from their clients. There are several ways you could incentivize your client base to encourage them to share referrals and find new clients. However, I’m not sure that is necessary.

By Fabienne Fredrickson

People Pay for Solutions

Benefits make you money, so find the unmet need - simply ask, listen carefully to show you really care, reposition your offerings to solve the problem - watch your bank account grow.

By Christine Gallagher

What’s The Business Cost of Your Assumptions?

This weekend, I sent an email asking what the refund policy was for a program I recently joined and am debating about remaining in. Nowhere did I ask for a refund – in fact the whole email consisted of greeting, one sentence and closing. On Monday morning I received an email “thank you, your refund has been processed”.

By Sandra P. Martini

Extreme Client Care: The Final Frontier in Business

Until recently, whenever I heard the words “the final frontier”, I thought of Star Trek. Now, however, it makes me think of business: Business owners have waged war on prices, bonuses, early bird specials, scarcity tactics, buy one/get one offers, reputations, affiliate commission payouts and gifts, bring-a-friend specials and pretty much everything else you can think of.

By Sandra P. Martini

Why Good or Great Customer Service Isn’t Enough

What's the difference between good customer service, great customer service and Extreme Client Care™? It's a question I'm often asked and here's an easy way to think of it:

By Sandra P. Martini

What Extreme Client Care Isn’t

Recently I was interviewed on the subject of Extreme Client Care™ for a book and we spent most of that call on what it is and how business owners can easily and inexpensively incorporate it into everything they do.

By Sandra P. Martini

What’s Your Churn?

Years ago while sitting in one of my first meetings at a national satellite television company, the word “churn” came up and immediately everyone sat up and starting talking about how to reduce it — offering ideas, sharing strategies.

By Sandra P. Martini

Option Overload: Does Your Business Support or Overwhelm Clients?

Everywhere we turn, someone (or some company) wants our attention: Radio, television, email, direct mail, billboards, children, partners, friends, colleagues. . .the list is never ending. And once they get our attention, we’re faced with a whole new set of questions and choices.

By Sandra P. Martini

Buyer Beware Becomes Vendor Beware

Back in the day you did business with people you knew. The corner store, so-and-so’s husband or cousin, a friend of a friend. There was a relationship and you knew who to talk to if something went wrong or wasn’t as expected. Then population and technology grew. No longer do we know the people we’re doing business with – they may live in the next town or even state, and with the Internet, they could live on another continent and you’d never know.

By Sandra P. Martini

Are You Easy To Do Business With?

What do you think of when you determine whether a business is easy to do business with? We all know that the economy is, let’s say, “less-than-ideal” so how can you make your business more attractive to your ideal clients? Are you making it easy to do business with you?

By Sandra P. Martini

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