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
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
7 questions for your next client audit
The overall single best thing we do for our business (and our clients) a couple times each year is a client audit. We're in the process of one now and... Read More
Thanks for Browsing, That’ll Be $2 Please!
There’s been an interesting conversation happening in one of my Linked In groups: A bookstore owner is testing charging people $2 for browsing (if you purchase something, you receive a 20% discount).  ... Read More
Client-Centered Marketing: What’s Old is New Again
We're (finally!) seeing a lot of businesses starting to focus on client care and the client experience. The Harvard Business Review recently referred to this as a "new" strategy: "The... Read More
The Quickest Way to Lose a Customer
There’s a restaurant about 30 min from where I live that my husband and I go to a couple times a year, typically for celebrations, anniversaries, etc. Walking in, we... Read More
Shock and Awe: Increasing Client Retention
I first heard the term “shock and awe” from Dan Kennedy;  It’s about Extreme Client Care™ in the sense that it’s high touch and high experience and it’s smart marketing.... Read More
Case Study: Client Retention and Reactivation
"It's too expensive." "I don't have time." "I don't know where to start." 3 reasons I often hear for why business owners don't incorporate more Extreme Client Care™ into their... Read More
Sense or Cents?
While traveling recently, I saw an airport advertisement from Charles Schwab.  The jist of the ad was that "It has to make sense for you, before making cents for us."... Read More