Service & Marketing

One of the very important “customer knowledge” tools for you to use is Customer Tracking Forms.  These forms are available from Yellow Pages or you can design your own. 
List the various marketing and advertising activities in which you are involved as well as word of mouth referrals and anything else that you are doing.  
During the [...]

Complaining customers are a scary proposition for many professionals, but the complaint situation represents an opportunity – not necessarily a problem.
COMPLAINTS + RESOLUTION = CUSTOMER SATISFACTION
If you deal with a person’s concerns respectfully and helpfully, your effort and consideration will almost always be appreciated, and former “complainers” will walk away feeling happy and valued.
Recognising how [...]

A trades business can develop considerable rapport with their customer base by establishing a schedule of programmed services to be carried out, especially at households. This is done by preparing a list of normal work that (say) a plumber has to do around a residence on a six monthly or annual basis and encouraging customers to [...]

There are various laws relating to advertising which can be summarised by saying “be honest” and if you are promising to do something, you have to do it. The experts believe you should be putting yourself in the shoes of consumers. Don’t promise what you can’t deliver and ensure your advertisement will be clearly understood [...]

Most experienced small business operators understand that keeping clients happy and building up business through referrals is crucial. If they didn’t, they probably wouldn’t have been around long enough to become “experienced small business operators”.  Most prospering & profitable small businesses have something in common – their operators understand that customer service is the key [...]