But they aren’t any use until they are turned into action.
I should know, it’s taken me long enough!
Here’s the last free e-book on keeping up with the others for you to download.
Thank you for reading. I appreciate it.
I’ve been away for a coaching client, and I knew I wouldn’t get time to write each day, so before I left, I scheduled several ‘tip’ blogs to go out automatically.
I thought I had checked them all thoroughly and carefully – at least 3 times – before I left them to simply run.
But I set up today’s blog incorrectly, and didn’t spot it. So I’ve missed my usual slot.
Hmm, time to take my own medicine perhaps, and introduce a checklist…
I hope you noticed!
Thank you for being there.
PS the young man in the photo above slipped on a banana skin while working.
.. to get a complaint.
But you will.
How you handle it can make all the difference to your reputation as a business.
So, put together a really excellent ‘Handle Complaints’ process, and train every single person in your team to use it.
Download our free e-book on what good looks like to find out more.
And remember, all feedback is good.
I’d welcome yours.
Nobody likes being talked at from a script.
Nobody likes reading from a script either.
But it is helpful to have something to remind you of the things you need to cover in a conversation.
A simple Aide-memoire sheet could be the answer.
Download our free-ebook on creating Aide-memoires to find out how.
I’d love to know if you find this useful.
Is there anything more annoying than having to give your information over, and over, and over again, every time you deal with a new department or a new team?
Well, yes, probably. But this annoyance is easy to fix.
So, create a simple checklist for setting up a client, so their information is in the right place, right from the start.
Download our free e-book on setting up a new client checklist for more.
Let me know how it goes.
You probably get fed up of answering the same questions over and over again.
People get really fed up of asking them – over and over again.
Collect frequently asked questions into one place and make them easily accessible to everyone – including prospects and clients.
Download our free e-book on FAQs for more on how.
Let me know you’re doing.
If your service is at all complex, stories make it much easier to explain your value.
So, collect as many mini-stories as you can about how you’ve worked to help your clients, and make sure everyone knows how and where to tell them.
Download our free e-book on collecting client stories to find out how.
I’d love to share some of your stories – let me know how you get on.
Your time is valuable.
Your prospect’s time is even more valuable.
So if you’re not right for them you need to let them know as soon as possible.
Put together 3 questions that will tell you whether or not your business is right for them.
Then ask them as early as possible.
Download our free e-book on qualifying out to find out how.
Let me know how you get on.
I vividly remember the butterflies in my stomach as I handed over the cash. It was a lot of money to pay for a book – £40, when a paperback cost less than £1.
Would it be worth it? Would I regret it? What were the other people in the shop thinking of me as the assistant handed it to me, here in this ‘insider’ shop, catering to the trade?
They were oblivious of course, but for me, buying this book was my initiation into the world of fashion designers and insiders, the people who go deeper than the weekly magazines or even Vogue. Handing over what my friends and colleagues saw as an obscene amount of money for a book was an essential part of that experience.
If, like many small businesses, you see payment as an add-on, a bit of admin you’d rather put off, you’re depriving your client of the chance to relive the reasons they agreed to buy from you, diminishing their experience and in the process, subtly de-valuing what you’ve given them.
If paying is part of the experience, then taking payment is part of the service and that means it should be an integral part of your process.
You know, that stuff you do out of hours, in the evenings or at the weekends. The stuff you put off to the last minute because it gets in the way of ‘doing the real work’ – even if it means you get paid late.
Except there is no such thing.
Your business is a single end-to-end Process of sharing your Promise of Value with the person who wants to hear it, then delivering on that Promise once they have signed up for it.
That person has agreed to pay you money in exchange. Taking payment (however you do it) is part of the service.
Everything else is a side-effect.