The Competitive Advantage
November 13, 2018
What is selling? Simply defined, selling is the process of influencing a buying decision. That’s it.
And guess what? Your sales people aren’t the only ones who do that. Everyone at your firm has the opportunity and responsibility to do that – particularly in regards to ensuring repeat clients.Continue Reading
September 11, 2018
I was on an elevator this morning when the stranger who got on with me looked over and said, “Nice shirt!” I was wearing one of my polo shirts from The Masters Golf Tournament in Augusta, GA. This happens to me all the time when I’m wearing one of these shirts. The logo is such a recognizable image – even without the word ‘Masters’ written across it (see image) – that people seem compelled to comment on it.
What is it that makes this logo so well-known? While we can’t replicate the world-wide TV audience and golf superstars associated with the event, there still are several lessons – as business owners and marketers – that we can take from this:Continue Reading
March 6, 2018
I had a memorable customer service experience last week… from a company I didn’t think was capable of it.
Our firm’s email is based on the Gmail platform. On Friday, I received my monthly email invoice from Google and noticed what I thought was a discrepancy. So, I decided to send an email to Google Support to see if they could provide an answer.
I sent an email using their support system and within a couple of minutes, received the robo-response, “This is an automated email from Google Cloud Support. Case #15164139 has been created or updated.” Kinda what I thought would happen… maybe I’ll hear back from the goliath in 3 or 4 days.
And here’s where the story gets interesting. Scratch that… here’s where the story gets remarkable!Continue Reading
October 17, 2017
“Which do you prefer – better, faster or cheaper?” I’m sure if you asked your clients directly which they would choose, their immediate response would, of course, be “All three!”
But if they had to pick one, which one do you think it would be? It’s a topic I discuss frequently with firms across the MR industry.Continue Reading
June 20, 2017
The two most common ways presenters butcher a webinar…
I sat in on a webinar last week… sort of. It was a presentation on Customer Journey Mapping and I was genuinely excited by the topic.
But after less than 10 minutes, I left! While the topic was certainly of interest to me, the delivery of it was so horrible that I just couldn’t sit through it.Continue Reading
March 21, 2017
I was in Memphis this past weekend. My son-in-law, Wade (that’s him with the cheeky sign), is wrapping up medical school… and it was “Match Day.” During Match Day, graduating med students from all across the country “open their envelope” at exactly the same time to find out where they will be doing their residency.
Wade ‘matched’ in orthopedics at the Medical College of Georgia… he and my daughter are very excited. And it’s at this point that the story gets interesting.Continue Reading
January 25, 2017
Answer: It’s a lot higher than you think!
Creating a “client for life.”
True story. I’ve been working with a large firm in our industry for the past several weeks… and one of the data-gathering projects we did early on was to look at Revenue by Client, for each of the past several years.
Of all of the insights that this exercise can provide, the most interesting – in this case – was that 40% of their clients only did one project with them… and then never returned!
We’ve done this “one-timer” analysis for many firms and the resulting information is ALWAYS a surprise… because the percentage of one-and-dones is ALWAYS higher than the client expected!Continue Reading
December 20, 2016
True story… I received a notification from the State of Tennessee recently that it was time to renew my ‘dba.’ Fine… so I filled out the form, wrote the check and sent it in. A few days later, I received an envelope back from the department I had responded to. On top of my form and my check – which they were returning – was a letter from the head of the department and, across the top, stamped in big letters: REJECTED.
Crap! What did I do… wrong amount on the check, improperly filled out form, what? Nope. I had sent in my form and my money too early! ARE YOU KIDDING ME? So, let me get this straight… one of your customers (me) pays TOO promptly… and your response is to send the money back?
You can’t make this stuff up!Continue Reading