The Customer Service Training Success Equation

When you invest in customer service training, you naturally want results. The sad truth is that many times there are no lasting results from business training programs. Sometimes this can be the fault of a poor instructor or materials, but more often it is a result of how training fits into a bigger business picture.
Read More

Why You Need a Real Person Talking to Your Customers

Personalization at the small business level, especially local small businesses, means having a live person answer when someone calls. Answering service companies, which have failed miserably in the past, mostly due to technology limitations, are now poised to provide small businesses the added advantage they need in an ever increasingly competitive environment.
Read More

Financial Statement Fruit Salad Is a Recipe for Disaster

You can’t make good decisions for your business without accurate financial statements. If someone is inputting the wrong information, or putting it in the wrong locations, then you’ll have financial statements which can’t be relied upon. You don’t need to know the intricacies of how each entry is made. You do need to know enough to question if the statements don’t appear to be right.
Read More

Sometimes Revenue Is the Wrong Sales Metric

Revenue is important! The top sales executive needs to be accountable for producing the expected revenue. But the top sales executive is also accountable for executing the corporate strategy. Sometimes to do both, we have to change the way we measure (and compensate) sales people. Sometimes revenue quotas are the wrong thing.
Read More

Keeping Track of Sales

Being in business requires that you keep great accounting records both for the IRS and general financial management. An equally critical tool is a good sales tracking system that monitors your sales activities and makes sure potential sales are not lost in the hustle of each day.
Read More