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What About the Customers in the Middle?
There is a general rule in the market that customers will generally only offer feedback when they either have a really bad experience or great one. If you believe that customers rarely say a word when their experience falls somewhere in the middle you are missing some valuable information.
Partial Customer Satisfaction
Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking.
How to Simplify Your Business (Even as it Grows)
Is your business too complicated? This is a common side effect of fast growth. It can cause big problems if left unchecked. That old, special-offer landing page you forget still existed can cause a huge headache when customers who now think they’re getting a bad deal discover it.
When Do You Need a Company Lawyer?
Whether you’re just starting out or you’ve been up and running for a while, now’s the time to consider having a go-to lawyer for your business. When you actually need an attorney in live-time, you’ll lose valuable time sharing your books, ideas, questions, and issues.
How to Offer Unbeatable Customer Service on the Phone
Even with the rise of the internet over the past 20 years, a great deal of business is still done over the phone, and if you are one of the millions working in customer service, a confident, adaptable phone manner could be one of the most vital skills in your arsenal.
Start(up) After Answering These 3 Questions on Risk
Embracing risk is important; it’s part of being an entrepreneur. However, a fundamental difference exists between taking calculated risks and being reckless altogether.
Independent Contractor Versus Employee?
Is it better to be an independent contractor or an employee? For a small business owner (SBO), the question mostly is how to determine what business relationship exists between the person providing the services & the SBO, and if that relationship is that of an independent contractor or an employee.
Who Let Murphy Invent That Law, Anyway?
We all know Murphy’s Law: “Anything that can go wrong, will go wrong.” And in business, it’s true—especially in a new startup business.
Customer Service Apology is Stronger with a Personal Touch
The personal touch can make all the difference. It is often unexpected, and always appreciated. You may not be able to drive to a customer’s office to personally apologize, but you can write a personal thank you note.
The Problem with Hiring Relatives
Hiring relatives of employees can be a dangerous policy for so many reasons. Early in my academic career, the small department where I taught hired a husband and wife as teachers.
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