Handwritten Notes – The impact of sending them consistently
A colleague called recently to thank me for a card I’d sent – yep, an actual card that I personally wrote, stuffed, stamped and mailed. After thanking me, he mentioned... Read More
Trust built or destroyed?
Would you rather listen to this article? You can do that here. Are you experiencing some good and not-so-great services/customer experiences lately that affect your level of trust with the... Read More
Surprise and Delight: 4 Simple Steps to Extreme Client Care™
How are you welcoming new clients/program members and celebrating with/congratulating existing clients?  Recently I was speaking with a real estate broker and coach around our team creating her membership program... Read More
A simple way to increase engagement
Are you treating all members of your list the same? If so, you’re missing out on a huge opportunity.  In reviewing a client’s membership program and email communications, we saw... Read More
Defining your Client Success Model™
Do you have a Client Success Model™?  A visual representation of “If you have these things handled and optimized, you’ll have X results” for your clients? It’s also a visual... Read More
Beautiful job of marketing a subscription program
Have you been considering a membership program or have one and are struggling with the marketing? If so, you may want to check out Viome.com to see their process. Note... Read More
A simple way to improve the client experience
Happy New Year!  Have you ever been excited about something only to feel let down when you got it? That was me this weekend. Excited to jump into the new... Read More
Being true to your process…
A client reached out and asked for a quick call before heading into a strategy session with one of his clients. The question was simple: Did I have any thoughts... Read More
Lessons from Shep Hyken for your next book
Shep Hyken writes a lot about customer service. His latest book, I'll Be Back, is coming out this fall and currently available for pre-order in either hardcopy or Kindle on... Read More
How to Alleviate Buyer’s Remorse
Last week we discussed some lessons learned from Manhattan's Ladies Mile during the late 1800s and I shared that, this week, we'd cover some ways to alleviate buyer's remorse when... Read More
Getting to Know Your Clients
Remember the days when people knew your name? When you knew the people you did business with, and they knew you? When personal attention was the norm? I remember when... Read More
Lessons Learned From Manhattan’s Ladies Mile
Recently I was reading a book that had info on the "Ladies Mile" Manhattan department store wars in the late 1800s -- it was fictional, yet still telling. One of... Read More
4 Ways to Incent Prospects to Become Clients
A few weeks ago we discussed three scenarios where it may make sense reduce fees (you can read it here if you missed it). And while they still hold as options, there... Read More
A Common, and Recurring, Mistake When Sending Emails
When was the last time you experienced your emails as a member of your community? I recently joined someone's community and kept getting invites to a workshop (after I signed... Read More
Reducing Fees: Does it ever make sense?
Whether value-based or dollars-for-hours-based, when it come to pricing, the immediate thought is often "How much can we charge for the program/product/service?" Presuming this comes from a place of acknowledgment... Read More
The Case of the $50 Planner
I'm addicted to paper planners and have tested/tried pretty much every one out there and even created my own. I had tried one a couple years ago and thought "if... Read More
7 Questions to Ask When Reviewing Your Programs
A couple weeks ago we completed a client audit and mentioned that we also perform program audits (we do internally and also for clients).  This past week we completed one for our Escalate... Read More
Do What I Say, Not What I Do
Happy St. Patrick's Day! Ever heard that saying "Do what I say, not what I do?" It drives me crazy. When I worked in satellite television, it was a favorite... Read More