Do your customers feel appreciated?

  It’s estimated that over two thirds of customers will fail to return if they feel unappreciated. This is probably the number one reason businesses lose customers. So when speaking at a professional services group members meeting this week I was surprised by their reaction to the idea of saying thank you. To them this […]


How to get your customers spending more and thanking you for it

One way to grow your sales is to increase the spend of each of your customers, be that on each occasion they visit or buy from you, or through repeat business. They’ve already bought from you so they now know you, hopefully like what you have offered them, and by now they’ll be able to […]


Take stock of your Customer Service

On the twelth day of Christmas my true love sent to me Tip #12 Take stock What minor changes and improvements can you make to your customer service systems and processes to give your customers an even better experience? Sometimes all it takes is a minor adjustment to make a big difference. And if you […]


Customer Service Training

On the eleventh day of Christmas my true love sent to me Tip #11 Review your Customer Service Training Evaluate your current customer service training for new and existing team members. Does it just cover the basics, or does it go into depth and give your team the confidence to become customer service champions? Does […]


Stay in touch with your customers

On the tenth day of Christmas my true love sent to me  Tip #10 Stay in touch Providing you’ve gathered contact details it’s easy to stay in touch via email to let customers know what else is happening in your world and ensure that you stay on their radar until such time they’re ready to […]


Engage and enthuse your team for the year ahead

On the eighth day of Christmas my true love sent to me Tip #8 Engage and enthuse your team for the year ahead Happy team equals happy customers. Unless you’re doing something to keep your team motivated and involved and empowered there’ll come a point when they just stop bothering. Particularly if they’ve been off […]


Last impressions

On the sixth day of Christmas my true love sent to me… Top Tip #6 Last impressions You’re only as good as your last encounter with the customer. What’s the very last thing your customers see, hear, smell, taste or feel as they leave? What will your customers remember most about doing business with you? […]