Archive for: August, 2012

Riding the subway in Toronto recently I was inspired by the slogan of one of the local cellphone companies. Adapting it slightly, I want to introduce it as a foundation or core value for business success: “How do you keep your customers and clients happy; how do you win new customers or clients? With your ears.” Makes sense doesn’t it. And one of the best ways to put our ears to work is through the practice of ...

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How employees behave on the telephone is, or at least should be, a vital component of every company’s branding, of their “personality”.  Why? Because every time we interact with a customer or prospect we are influencing their decision to stay or become our customer. Whether a phone call is placed to accounts payable, or shipping, or main reception, our clients should always experience our best. This past week I experienced what happens to customer satisfaction when telephone ...

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