Customer Service

Customer Service | It Really Matters

Every last one of us had experienced it. And, none of us will forget it. What am I talking about? Quite simply, I’m referring to an experience with a company that just simply leaves us with a bad taste in our mouth. In other words, the experience where we walked away thinking, they have no idea what customer service is all about.

The Customer Has Expectations

Several weeks ago I blogged about how the old saying, “The customer is always right” was not actually true, but it should help us understand how a customer expects and deserves to be treated. You can read that here. Is the Customer Always Right? The bottom line is that a customer should leave their interaction with a company believing they were treated fairly and as if they were right, even if they realize they were not entirely correct in their position.

A Personal Experience

Recently I had an issue with my TV service when it was necessary to Read the rest of this entry »

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Cash Flow–The Bottom Line

In the 1986 move Jerry Maguire, there is a famous line, “Show me the money.” Actually, when ever I read or hear about how profitable a business is, that line comes back to me.

Cash or Profits?

While there are any number reasons a company may fail, one of the most common is falling short of cash – that is insufficient positive cash flow. In fact, on paper some companies are very profitable yet they still fail. On the other side of this same coin, some companies remain unprofitable for an extended time and still survive because they possessed adequate cash flow. Of course, let’s be realistic here – a company cannot continue forever being unprofitable. But, profit alone is not enough. Read the rest of this entry »

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The Over 90 Days Customer

Every business that sells on credit has had, has, or will have them at some point “Those customers who think your purpose is to bankroll them”. Here I am primarily talking about the customers whose accounts receivable with you are routinely over 90 days. I recognize that in some industries that over 90 days is the norm, but for most businesses, once a customer’s account gets to 90 days, there is a high likelihood that what they owe will become a bad debt. I touched on this in an earlier blog, 3 Low Cost Sources of Cash – Part 2, but here I want to delve into this in more detail. Read the rest of this entry »

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Is the Customer Always Right?

More than likely you have heard the expression, “The customer is always right.” Many people just take that saying at face value.

Just What Does That Mean?

Really now, is the customer always right? I think we all know nobody is always right. So if we know that, then why do we use this expression? We’ve all dealt with a customer who was upset (maybe even irate) that we knew was taking an unreasonable position. So what should we do? Read the rest of this entry »

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Dave Ramsey’s EntreLeadership Reviewed

“Wear the old coat and buy the new book.” – Austin Phelps

If you have ever listened to Dave Ramsey on the radio or read any of his books, you will understand that the quote above fits nicely with his way of thinking.  For example, in his book EntreLeadership one of the points he makes is that a business does not necessarily need to by new equipment (call equipment the old coat), yet he also emphasizes investing in the education and training of employees (the new book).

In early 2011 I read his book, Financial Peace Revisited. It was insightful and in general I would have to say Read the rest of this entry »

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Are You Deliberate About Serving?

In this article “you” refers both to individuals and a business.  Have you ever taken the time to think about who your customers really are and determined what they truly want and expect?  First, understand that I am using the term customers in a broad sense to encompass not just those you sell to but also internal customers.  Whether you are referring to an internal or external customer, it is a good idea to consider Read the rest of this entry »

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Don’t Let Accounting Kill Sales

Have you had an experience similar to this?  A few weeks ago I returned some items for which I had paid cash.  The person at the return desk scanned my receipt, got out the correct amount for the refund, and then Read the rest of this entry »

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