In the last post we started our series on catching big clients, or “fish”, that will sustain your business over the long run. Today we’re going to take that a step further by talking about how to understand and think like a big fish company and how that can help you plan your approach and find success. Before you can start the process of landing big clients, you have to make sure your entire team is onboard with your approach and vision. There are six keys to finding big client success. They are: First Impression: You must remember you have

There are a number of factors to take into consideration when prepping yourself and your company to approach the largest clients you’ll ever work with. Today we’re going to start with a brief look at the three paths every business faces and show you which one is the path to success. Then we’ll talk about the mindset it takes to attract the big fish. There are three major paths a business can take: Snail Speed Shooting Star Catch the Big Fish Snail Speed Most business owners ended up working themselves into the ground without much reward or success. This is

The Rule of 1% is simply defined as improving your customer service by one percent at a time. Before you can do this, you must have your consistency perfected, or it will never work. Though one percent may seem small, if you approach the vision for your company with incremental steps, you will notice a significant improvement over a substantial period. Remember, it’s not a sprint; it’s a marathon. Avoid trying to do too much at once, as it can set you up for failure. Consider the confidence you and your employees will gain when you make a one percent

In the last post, we discussed how to figure out what your customers want from a positive shopping experience. Today, we’ll explore the concept of ‘Deliver +1’ and how this concept can elevate your customer service to the next level. I’ve decided to split up this post, so the next one will cover the ‘1% Rule’. Consistency is the key to delivering a remarkable customer service experience. To transform satisfied customers into Raving Fans, you must surpass the typical customer service standards. There are three ways to develop consistency: Avoid offering too many customer service options. Sometimes, we become so

In the last post, we discussed the first secret to creating a robust customer service plan and how to determine your vision. Today, we’ll discuss the second secret to transforming satisfied customers into Raving Fans: understanding your customers’ needs. To effectively serve your customers, you must know who they are, and demographics play a crucial role here. For example, an upper-class woman in her 30s will have vastly different expectations compared to a blue-collar worker in his 50s. There are four main areas you need to consider and plan when figuring out what your customers want: Listen to Your Customers

Customer service is a critical factor that can either enhance or jeopardize your business. Consumers have limited patience for poor customer service and quickly grow frustrated with long lines, attempts to reach a live person on the phone, complex return processes, or communication barriers due to language differences. If you offer a straightforward, efficient, and enjoyable experience, customers will return to your business repeatedly. What’s more, they will share their positive experiences with everyone they know! There are three secrets to good customer service, and the first one we’re going to address is understanding exactly what YOU want. As the