Category Archives: Customer service

Why we should avoid giving our clients and prospects the holiday blues

Posted on March 7, 2011 by Jon Stow

We all need to have a holiday. Well, nearly all of us need one. If we have a small business it takes a certain amount of planning, just as it does to make sure we take leisure time during our … Continue reading →

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The Appointed Time

Posted on February 14, 2011 by Jon Stow

I have just had a poor experience because the owner mixed up my appointment for another date in the future. Continue reading →

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Southern Comfort is what I’m selling

Posted on January 24, 2011 by Jon Stow

Image via Wikipedia We are constantly assailed in the TV ad breaks by supermarkets essentially arguing and bickering with each other. “We are the cheapest on 500 products”, “we have these special deals on essential products”, “we will beat any … Continue reading →

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Don’t make promises that you can’t keep

Posted on January 13, 2011 by Jon Stow

We must be careful not to over-promise. We all want to do our best but sometimes time scales cannot be met. Continue reading →

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Professional arrogance

Posted on January 10, 2011 by Jon Stow

Having recently been on the wrong end of a less-than-helpful experience dealing with a professional in another field, it made me think about the traps we can all fall into when dealing with our clients and customers. Keeping our eyes … Continue reading →

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Someone told me

Posted on December 29, 2010 by Jon Stow

Image via Wikipedia I heard those magic words while doing a little shopping the other day after running my breakfast networking meeting. “Some told me…”. Of course that is all I heard as I walked by, but I do worry … Continue reading →

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Do not speak ill of the dead or the living

Posted on December 6, 2010 by Jon Stow

Image via Wikipedia My Old Boys’ Magazine for my school, which is now also an Old Girls’ magazine, recently asked for memories of a former teacher who spent his entire working life there. Apparently his daughter had asked for some … Continue reading →

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The tools of our business – choice, discretion and honour

Posted on December 2, 2010 by Jon Stow

Back in January when visiting the local branch of my bank, I was whisked in by the customer relations manager and offered their premium service at a discounted rate. I weighed up the benefits and agreed to sign up. It … Continue reading →

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Value Billing v Distress Billing

Posted on November 25, 2010 by Jon Stow

If I am going to compare value billing to what I mean by distress billing, I suppose I should define the first and tell you about the second. Value billing is charging a client based on the value of the … Continue reading →

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