Category Archives: Business – Best Practices

Communicating with your clients the way THEY want … wait, what?

Phone • Email • Chat What else is there to use in contacting or supporting clients or perspective clients? Phone contact is great, but it is not 24×7 for small business, and often, clients do not recognize a number and will not … Continue reading

Posted in Business - Best Practices, Operational Excellence, Service Excellence, Technology | Comments Off on Communicating with your clients the way THEY want … wait, what?

Core Values generate profits for small companies

Most small companies and startups have some form of a mission statement. It is posted (hopefully) and passed in the hall daily by employees who probably cannot recite it fully. Core values, however, that are derived BY THE EMPLOYEES have much … Continue reading

Posted in Business - Best Practices, Operational Excellence | Leave a comment

Great Service and price gouging – is just price gouging.

I dropped into a local pack and ship store to overnight an envelope of documents. $82.   Seemed high but it was a weighty package and it NEEDED to get there. Other than reminding me not to ship overnight unless necessary, … Continue reading

Posted in Business - Best Practices | Comments Off on Great Service and price gouging – is just price gouging.

A case for being small, nimble and innovative. A big company going Forward to the Past

Just tried to make reservations to stay in Yosemite in 2018. In this age of exceptional travel and booking sites, I was very surprised that the site for Yosemite lodging appeared to be from about 2006 in it’s poor performance, … Continue reading

Posted in Business - Best Practices, Operational Excellence, Technology | Comments Off on A case for being small, nimble and innovative. A big company going Forward to the Past

Baked goods vs. no good

I recently had two service experiences on polar opposites of the spectrum. I have been using a local physical therapy company (Lafayette Physical Therapy) for a post-op recovery regimen.Within a week of my first visit, I received a thank you … Continue reading

Posted in Business - Best Practices, Operational Excellence, Service Excellence | Comments Off on Baked goods vs. no good

What businesses of all sizes can learn from Amazon.

A colleague was describing his online buying experience with FRYE boots and it wasn’t pretty. The driver for not using Amazon (or in this case Zappos, an Amazon company since 2009), was a particular size was only available from FRYE … Continue reading

Posted in Business - Best Practices, Operational Excellence, Service Excellence | Leave a comment

Good Ecommerce has ruined our expectations of mediocrity

Good Ecommerce is now standard practice. Most sites will display products clearly,give us the ability to get the product to our door within a max of 5 working days, depending on our location and ship method. Larger vendors absorb free … Continue reading

Posted in Business - Best Practices, Operational Excellence, Service Excellence | Comments Off on Good Ecommerce has ruined our expectations of mediocrity

Can small businesses use 1:1 marketing?

Can small businesses use 1:1 marketing? 1:1 marketing is when the marketing message is specifically tailored to an individual user. Criteria such as age, location and past purchase information of a user, and really, any publicly available information about an … Continue reading

Posted in Business - Best Practices, Business Development, Marketing - Traditional, Marketing - Web | Leave a comment

Online vs. offline customer experience at a small business

I just hung up after 7 minutes on hold with an ecommerce company . I was not calling to resolve an issue, but rather to give them money with an order for an item they don’t process online. After being … Continue reading

Posted in Business - Best Practices, Operational Excellence | Comments Off on Online vs. offline customer experience at a small business

Why do many companies treat their contract customers poorly?

Scenario: Your customer is under contract; the need to wow them still applies, but many vendors don’t act like it.  Vendors tend to use that “wow” energy to woo new customers. Maybe they’ll keep that energy through a honeymoon period, … Continue reading

Posted in Business - Best Practices, Service Excellence | Leave a comment