Customer Service

How To Handle A Bad Client With Good Money

Bad clients are bad for business. They can take an inordinate amount of time to service. They can complain about the irrelevant. They may not pay their bills, or at...

It's Not Trivial To Your Customers

I was intending to share this card (picture below) as an example of exemplary customer service. But I can't My name was messed up, and I am (mildly) pissed. I...

Timing Is The Key To Great Customer Service

This saying defines the essence of great customer service: Early is on time. On time is late. Late is unacceptable. Pin it above your desk or tattoo it to your...

Put Life Back In Business

I have clarity on my life's purpose. I wake up every morning knowing it. I go to bed every night thinking about it. It took me about 40 years of...

No News Is Still News

No news is good news? Bullshit! Great customer service, and all great relationships for that matter, is about frequent communication. Even when - scratch that - especially when there is...

The Best Movie For Entrepreneurs

In this episode of On A Roll, Mike Michalowicz share the details on the best movie for entrepreneurs. It is NOT what you think.

A Simple System With A Simple Flaw

I was out to dinner with members of my advisory board when we ordered some wine. I noticed that each wine glass had a star on it (see the picture...

When Great Employees Are A Mismatch On Values

My wife and I were looking to buy a car.  We buy a car about every 6 or 7 years and always start the process by looking at all the...

Give Your Customers The Rules Of Engagement

How do you want your clients to behave when you work with them? Do you need them to stay out your way? Do you want them to review your work...

Front Loading Web Content

Movie trailers are front loads of the movies they pitch. Advertisements are front loads of the product or service they sell. Newspaper articles are front loaded to pack the essence...

Front Loading Web Content

Movie trailers are front loads of the movies they pitch. Advertisements are front loads of the product or service they sell. Newspaper articles are front loaded to pack the essence of the story in the beginning, fading to the details toward the end. Do same with your web content.

Front loading is a good thing. Particularly for modern society. As our attention span drops at an exponential rate, the way we convey information needs to change dramatically too. Our readers don’t afford us the time to dance around, say how great we are, wave palm leaves, and then finally tell them what we need to tell them. You must give your readers the key facts fast, and first. And not just some of the facts, all of them.

Even book authors need to change our style. Try writing a 600 page book around marketing techniques, or 750 page compendium of business tips. Odds are it won’t be a popular book. But a 150 page book, with the key content in the beginning, and the substantiating stories in the back, has a shot at being read.

It’s time you start front loading all your content. Get your message across faster. Make your website simpler. Reduce your copy to 1/10th of what you have now, but convey the same message. Make your voice mail system faster to navigate, and cut your voice mail message in half.

Give your readers less (content), while giving them more (value).