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The Competitive Advantage

tag: customer experience

May 5, 2019

As a Small Business Owner, Your Clients are Buying YOU!

Like me, many of you are small business owners… proud of what you’ve built and of what you’re doing. But the fact is, regardless of how slick your technology, how well constructed your processes or how professional your [small] team… your clients are buying YOU! They know the risks of doing business with a small firm (remember “No one ever got fired for hiring IBM!”?)… but they’re willing to take a chance. Why? Because of you.

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April 9, 2019

Want to Shut the Door on Your Competitors? Solve a Problem!

Taking advantage of opportunities that present themselves to you is a proven path to success. But if you really want to succeed – and shut the door in the face of your competition – then solve a problem before they do.

And here’s what got me thinking about this…

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November 13, 2018

Ignore the title on your business card… you’re in sales!

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.

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September 11, 2018

Does Your Logo Really Make a Difference?

logoI 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:

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March 6, 2018

Customer Service Excellence: A Real-World Lesson

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!

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October 17, 2017

Better, Faster, Cheaper? Which do your clients really want?

better faster cheaper“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.

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June 20, 2017

Why I left this webinar after just 10 minutes!

bad webinarThe 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.

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March 21, 2017

Why is ‘thank you’ so often ignored?

Wade 2I 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.

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