Tuesday, January 6, 2015

Customer Experience Should Come First

There are so many lessons we as small business owners can learn from big business - mostly what not to do. Yesterday I spent more time on the tarmac at JFK than I did in the air
getting to my destination. Why? Because we were waiting for the first officer to get to the plane.

Now, I ask you - why not wait to board the passengers until the entire flight crew is there? I don't know! It does point to a real issue in business and that is customer experience. This is a prime example of a company putting its focus someplace else. It seems like such a simple thing to implement; something that would go a long way to improving how customers feel about flying. And yet, there is no thought around the impact this has on the customer experience.

I believe these things happen to large companies because they get so far away from their customers that they make decisions based on financials. Don't get me wrong, the financials matter. I submit, however, that the way to healthy financials is meeting the needs of your customers. When customers are happy they return and they refer. What's better than having a thrilled customer who prefers your business over every other one out there, AND tells people about it?

On the flip side is the bad experience. Believe me, those customers are telling people about it! It's just not in a good way. As a small business owner you have the power and ability to put the client experience first. Focus on what matters to them and they will focus on you. That's how it works.

Wednesday, December 17, 2014

Anything Is Possible

I’ve recently been reminded of the power of intention, and exposed to stories of incredible accomplishment and innovation. All of these experiences reinforce for me the idea that anything is possible.

1.    A businesswoman decides she wants to open an entrepreneur center. She sets her sights on this goal and working intentionally, she achieves that goal sooner than she could have hoped for.
2.    A young woman, sold into prostitution pulls herself out of the depths of despair. She seeks out resources, like The Renee Jones Empowerment Center, and not only overcomes great challenges but starts a business.
3.    A funeral home in Boston identifies that family members often travel to a funeral from other states. So, they develop a travel service designed to handle all of the travel arrangements for the family. Mourners now have one less thing to worry about as they deal with the sadness of saying goodbye to a loved one.

What do all of these have in common? They show the power of intention, ingenuity, and innovation. They highlight the idea that anything is possible. It only takes a willingness. How does this relate to you and your business? Think about what you want, what you hope to achieve. And ask yourself what it would take to make those things a reality.

You’ll find that with determination and forward motion, anything is possible.


Saturday, November 8, 2014

Peak Productivity

The end of the year often brings on an evaluation of productivity. Many business owners take a look back and assess how productive they've been in their business over the past several months. They may, or may not, like what they uncover.

As a way of helping you explore productivity ideas we've got a couple of events for you. The first is Monday's radio show. Tamara Myles will be with me to talk about the ideas in her book The Secret to Peak Productivity

The other is a presentation on Time Management that I'll be conducting at the Microsoft Store at Beachwood Place on Tuesday morning.

Join me for either or both of these events. You'll discover actionable ideas you can take back into your business immediately.

Thursday, October 16, 2014

Presentations That Connect

Are you interested in:


creating and providing knock out presentations?

mastering the art of public speaking?

overcoming the fear and challenges of public speaking?

Then you have to buy Nail It. by Debbie Fay. This book is a must read for anyone who gives or would like to give world class presentations. Whether you are speaking to an audience of one or one thousand, the tips and ideas in Nail It. will improve your performance and and your confidence.

Engaging, humorous, to the point, Nail It. will help you become a masterful public speaker. 

Debbie Fay is a presentations coach and founder of bespeak presentations solutions. She works with executives, sales teams, and business leaders who are looking to uplevel their presentation skills. 


In the interest of full disclosure - Debbie Fay is my sister. And while I love her, that's not why I'm sharing her book with you. I'm sharing it because the book is THAT good!

Tuesday, October 14, 2014

Are You Making Money?

Marley Majcher really knows her stuff! And she shared it with me on Accelerate Your Business Growth on Monday. I recommend listening to the episode to hear her thoughts on pricing, hourly rates, time tracking, and more.

I took several nuggets away from the conversation. To sum them up, they include: 

  • being mindful
  • sticking to the facts - not the emotion
  • applying discipline to each day
  • realizing that following some simple steps can actually keep you in control of your money
So, are you making money? Asked another way - are you making a profit? Or are you working really hard with little to show for it? Chances are you aren't paying attention to those little hidden expenses and time wasters. 

Take a listen and let me know what stood out for you the most. 

Saturday, September 20, 2014

Share What You Know

The COSE Small Business Convention is coming up in October. It's a great opportunity to
work on your business, connect with other business leaders, and recharge. I'll be conducting a breakout session on Building Your Marketing Toolkit. As a lead up I've shared some insights on the COSE convention blog

Whenever you are marketing you should consider the value of sharing your expertise. This is a great way of positioning yourself and your business as the expert in your field. You gain trust and exposure - two essentials of business growth.

Hope to see you at the Convention!

Wednesday, August 27, 2014

Clarity of Course Sales Training

What fun we had on Monday's radio show when I became the guest and Shann Vander Leek, former advertising sales director, sales strategist, and professional voice talent, was the interviewer. 

We talked about the importance of an effective sales process and how the Clarity of Course digital sales training program can help you achieve results. I'm excited to share an incredible offer with everyone - from now through September 10th the program is available for only $49.95. After that it goes up to $97.00 (which is still a great deal!). Learn more here 

Have a listen to the show

New Business Internet Radio with Diane Helbig on BlogTalkRadio