Customer Loyalty

People Lie With Words And Speak The Truth With Wallets

Ask your contacts if they would buy a product you're thinking about creating. They will surely say yes. Your product doesn't exist yet and they don't have to pay you...

You Must Nail It To Scale It

The word “scaling” gets thrown around a lot. It seems every entrepreneur I meet is “currently scaling their business.” Yet it reality, they are far from it. Selling more is...

Build The Sidewalks After The Paths Are Discovered

This is a picture (thanks to Google Maps) of the Virginia Tech drillfield, the center of campus. All the students living in dorms cross the drillfield every day to get...

Emotion Is Outside-In

You can be having a great day, then you stub your toe. Now the day is not as good. But it’s not just a physical experience that will influence your...

The Difference Between Speaking To Customers Vs. Speaking To Friends: There Isn’t One.

A funny and wise Dr. Seuss once said, “Be who you are and say what you feel, because those who mind don't matter, and those who matter don't mind.” Such...

5 Ways To Prevent Competitors From Taking Your Clients

e of the biggest fears of every entrepreneur is competition. After all, play your cards right and the customers will spend their money with you; play them wrong and you...

Customers Don’t Buy What You Do

Customers don’t buy chimney cleaning services. They buy safe, roaring fires. Customers don’t buy Terry Cloth, sponges, soap and wax. They buy bragging rights for their shiny car. Customers don’t...

Cut Costs & Make Customers Smile

A while back, I received an email from two awesome entrepreneurs in Florida, Jorge and Jose from www.EcuDoctors.com. I have had the privilege to know these guys for a few...

How To Apologize To Your Client

When entrepreneurs mess up, we need to apologize. I’m not talking about indiscretions or extra marital affairs. I’m talking about mistakes in customer service, or missed promises, or any version...

One Hundred Percent Satisfied?

I just returned from my annual business retreat. This year we decided to go to Costa Rica. We wanted to experience the world class whitewater rafting. What I didn't expect...

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