Customer

The thought of empowering people so they fill the gaps in processes and procedures is a simplistic perspective on the argument for finding the right people.

Justin Foster says, "The Right People will help create the right processes!" While I agree with that, so often, finding the right people is either illusive or impossible.

One of the key factors his argument doesn't take into consideration is that of unions. I have talked on this subject a little before. But I would like to share another example.

My sister-in-law purchased a treadmill last week. The delivery driver was going to drop it off in the garage. It was fully assembled and was incredibly awkward and heavy.

She asked him to take it inside. continue reading...

I don't know if you have heard this or said it before. But I have heard a number of people over the last few years use this idiom.

If you have this attitude about your customers, then you shouldn't be in business. Your customers are what make it possible for you to stay in business. Even if you aren't in a position that works directly with customers, you should respect them.

Your customer isn't always right, but your customer deserves your respect and your gratitude. Considering your customer a liar won't get your more business... in fact, it will likely do just the opposite. continue reading...

When should you fire your customer?

Have you had customers that drain you?

How about customers that cause problems because they can.

Not everyone subscribes to the idea that vendor relations should be positive. In fact, there are plenty out there that feel they can bully their vendors in to submission. The problem is that when you have a few customers that are a drain on your resources, they don't enhance word-of-mouth marketing. continue reading...

I am surprised when I get a letter from a company that I do business with that says, "Dear Valued Customer..."

Don't they know my name? Don't they know that I have bought products from them and would like a little personal touch when receiving communication? How can I be so valued that I get a cheap form letter that doesn't even have my name on it?

You know, Microsoft Office has this nice little feature called Mail Merge where you can take your database of customers and have their name magically appear on the letter. You really don't have to work very hard for this. continue reading...