Branding = Customer Experience

Your logo is not your brand. Your messaging is not your brand. Your marketing is not your brand. Marketing, product lines, messaging, ads, niche, logos… these are components of your…

Don’t Build a Business Around Hate

Some entrepreneurs will build a business around something they hate.  They hate chopping onions, so they invent an automatic onion-chopping device.  They hate walking, so they invent a machine that…

Useless Tools

  I was assembling a bookshelf today (yes, I still read physical books), and I was dumbfounded and frustrated with the tiny wrench thingy that came with it to put…

Skill vs. Capacity

A skill is usually a measureable ability, whether it is physical or mental. The ability to code a website from scratch in less than an hour, or the ability to…

Smile and Dial

There is a saying in the call center biz: “Smile and dial because they can hear it over the phone.” It’s actually true. For some reason, smiling when talking over…

The “Soft No”

Just because a prospect rejects your sales pitch doesn’t mean the sale is over.  Typically, their first “no” is actually a “soft no.” It’s very reflexive for prospects to flat…

Educate Your Customers

My favorite customer service phrase is, “It works best if…” It’s a more positive alternative to saying, “You can’t…” or worse, “We can’t…” Sometimes a client will make a request…

Sell Values and Benefits Rather Than Features

When selling anything, it is a mistake to emphasize only the features that your service or product comes with. For every feature, you should present the underlying value or benefit…

Know Why Your Customers Are Buying

I walked into a Radio Shack the other day, and the clerk asked me if he could help me.  Considering I haven’t been in a Radio Shack in over a…

Some Customers Are Worth Losing

In “A Bronx Tale” (dir. Robert De Niro), the main character, Calogero, befriends a gangster, Sonny. Calogero and Sonny are driving around one day, and Calogero spots a guy who…

The End of Call Centers

If your customers have to contact your call center to ask for help in using your website, or to find information on your website, you have failed in providing good…