Tag Archives: customer interaction

The First Four

One-one thousand, two-one thousand, three-one thousand, four-one thousand. That’s how quickly prospective clients judge your company. In just four seconds, your company has made a first impression, and after four minutes, that impression has solidified. And although this impression can … Continue reading

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Game On!

Is business a game or something else entirely? Smart people can disagree, but I feel it’s helpful on occasion to view a company’s strategy and tactical choices like a game. By playing along with this “game of business” thought experiment, … Continue reading

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The Deciding Factor.

Your potential customers’ brains are constantly absorbing signals from both your company and your competitors and then using these signals as a basis to choose. Each market signal that your company sends moves their “preference for your company” needle up … Continue reading

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Trust First!

Trust is the air through which potential customers see all of your company’s attributes. Like trying to see on a pitch-black night, without trust in your company, your potential customers won’t see your positive facts right before their eyes. If … Continue reading

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0 to 50,000 in Two Years!

When I sit down to write you a monthly update, I always like to look back and see what I wrote one year ago as a point of reference. This month, I felt compelled to pay homage to the June … Continue reading

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Timeliness: Reducing the Impact of Conflict by Keeping an Eye on the Time

One of the most common complaints I receive from consumers who request mediation is related to breaches in the unspoken contract of timeliness. Contractors, mechanics and other service pros, please hear this: Next to your competence, the most important thing … Continue reading

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A Lesson about Trust from the Pasture

Contractors, mechanics and other consumer service providers are in the Trust business. Every time a service professional breaks from expectations, the customer is confronted with a choice between trust and self-preservation. While missed appointments and failure to call might seem … Continue reading

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Decision Makers: Women Have Changed. Have You?

Women have changed in many ways, but they’ve also stayed the same in important areas. Understanding both will help you design your company to market and offer services to women as effectively as possible. If you take the time and … Continue reading

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It’s a Story About People

When I was nine years old, I went on a trailer camping trip with my mother, father, two brothers, two sisters and a 90-pound Labrador/German Shepherd mix. All eight of us were stuffed into an old Dodge station wagon, which … Continue reading

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