Customer Relations

My Interview with Robert Morris: Part 1

Robert Morris is the number one reviewer of business books for Amazon.com. A few weeks ago he posted a great review of Hunting in a Farmer’s World, and asked if he could interview me. Bob’s questions were really fun, and the interview …
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Google, SEO and the Yellow Pages Game

When the Yellow Pages were a primary source of advertising for small businesses, they had a nifty sales technique. If an advertiser was doubtful about the value of an ad, their sales rep would offer a special telephone number to track how much business …
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Would You Like that With or Without Service?

In the 1980′s, when Boomers dug into their career paths and started hiring other Boomers to do things for them, the United States became a service economy. Driven by their ambition for material success, Boomers opened millions of new businesses to provide …
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They Who Giveth Can Taketh Away

Many business owners I know are troubled by the NBA’s insistence that Donald Sterling must sell the Los Angeles Clippers, and can do it only in a manner and to whom the league approves. Mr. Sterling has personally been banned from …
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You Make Two Types of Decisions

The principle function of leadership is making decisions. Whether you own a business or direct the work of others, your employees come to you with issues they can’t solve themselves. There are two types of decisions. One is easy; you just know something that …
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You are Never too Busy to Make Money

Last week I was having lunch with a client who owns a substantial construction firm. His phone pinged during our conversation. He apologized for looking at it, but he was waiting to hear on a couple of large bids. “Dammit!” he …
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The Tyranny of The Bad Customer

“The customer is always right,” or at least that’s what most business owners profess to their employees. We post it for all to see. “Customer satisfaction is job one.” “Our boss is the customer.” The most important person in our …
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Who Owns the Portal?

We are 30 years into the computer revolution, which I am arbitrarily marking as beginning in the mid-1980′s, when Apple II and IBM compatible (286) computers began to show up on the desks of people who weren’t in the “computer room.” …
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Customer Service Starts with "Hello."

When asked what differentiates their businesses from giant competitors, most owners will describe their relationship with customers. “We give better service.” “Our employees know our customers by name.” “We treat people as individuals.” What constitutes excellent service differs by industry …
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Size Means Nothing on the Web

A small manufacturer hires a local web development firm, and spends six months reworking his website. He agonizes over every word of the copy. He writes up product descriptions, detailing materials and tolerances. He adds page after page to the …
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