The Best Customer Service Tip Ever

If you want to deliver excellent customer service, there is one simple thing you can do that will aid you in good times and bad – set realistic expectations. That’s it. Setting realistic expectations is merely being honest. If it’s going to take you three times as long to deliver Read more…

5 Steps to Writing Web Copy that Sells

This is from a great book by Maria Veloso. These steps are designed to make the task of writing web sales copy easy and each step takes the form of a question you need to answer. Use this as a guide for the flow and outline of your next attempt Read more…

Why I Don’t Like Discounts

Let’s start with the point I want to make – if you discount your product or service, all you’re doing is telling your prospect it isn’t worth whatever you’re asking for it. I don’t like discounts or discounting. It’s a game whereby both seller and buyer know the list price Read more…

Is Bad Grammar Okay in Email?

A few months ago I gave a speech at the Twinsburg Chamber on Making the Most of your Online Presence. In my speech I talked about the importance of content that uses small words, short sentences, bullet points and a customer focused message. Someone in the audience asked if the Read more…

Is Vision Planning A Waste Of Time?

I’m not sure what I think about visions and vision planning. I understand the necessity and value of being clear in what you think, determining were you plan to go, and being thoughtful in how you plan to get there. But I’m not sure that’s necessarily a vision. Visions seem Read more…

Does Your Mission Statement Mean Anything to Anyone?

The problem with mission statements is they are overwhelmingly meaningless outcomes of multi-day offsite meetings, where a small group of people sit and hammer one out because it’s on the agenda. They have to write a mission statement because it needs to be disseminated to the employees upon their return. Read more…

Is Your Life Out of Focus?

Do you ever loose your focus? Life gets in the way and all of a sudden your creative juices dry up, the visionary perspective becomes blurry and you have trouble just completing the everyday tasks required to trend water. How do you break free? “Time” from Pink Floyd’s Dark Side Read more…