A recent visit to one of my healthcare providers gave me an excellent example of how bad customer service — even what happens before an employee opens their mouth — can undo the most carefully crafted business image. Take a look at the photo and see if you can spot what I like to call […]
No matter how hard a company tries to create and promote a compelling brand, and no matter what they do to get your business, they often lose sight of the fact that their reputation hinges on every employee or representative who has contact with customers and prospects. So why is it that so many companies […]
When I mention the malady known as “death by PowerPoint,” nearly everyone nods. We’ve all been subjected to a variety of excruciating presentations that aren’t improved by the speaker’s use of that popular presentation software. I could list several examples, but the one that ticks me off the most is the goofy slide that’s stuck […]
At times, businesses have to deliver bad news to customers and other stakeholders. In most cases, the best way to do it is just get it done, and move on. A solid business relationship will nearly always withstand one instance of bad news. Some time back, a service provider with whom I’ve worked for years […]
In a magazine column a couple months ago, I cautioned local business owners about the dangers of using their businesses as vehicles to promote their political beliefs. I noted that in today’s fractious climate, making your business political can cost you business without you realizing it. Other things I’ve seen business owners do are similar. […]
“Our primary objective for our new website is to have a cool design that will catch people’s eyes.” That’s a bad idea. “How can you say such a thing? We want to stand out.” No, you don’t. You want to connect. “What do you mean?” Tell me why you have a website. “Excuse me?” Why […]
Sales demonstrations may sound like a relic from the days when drummers peddled their wares from door to door, but the technique is as powerful as ever at convincing prospects of the value within what you offer. Back when the APL container ship line was trying to convince shippers of the many advantages of double-stack […]
Years ago, a hospital decided to open a walk-in clinic to compete with local freestanding clinics. The hospital’s leadership team chose to call it an “ambulatory” clinic, because to medical folks, “ambulatory” means that an individual is capable of walking under his or her own power. Patients failed to show up, and the hospital didn’t […]
You’re running a new ad or email promotion. You think it’s a good one, and based on the early response, your target audience appears to agree. That’s when the phone rings or the angry email lands in your in box. Someone is clearly upset with you. They don’t understand why you ran such an offensive […]
It’s right there. Right over there. You have to see it! For criminy sakes, it’s an elephant! A huge elephant! Am I the only one who sees it? No, I’m the only one who’s willing to admit that it’s there. You’ve heard the “elephant in the room” expression, most often when the family is gathered […]
