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Pleasing customers: Are expectations getting higher?

In the last five years, have you seen an increase in customers’ expectations in terms of: • Customer service levels – 81.3%...
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Make your customers No. 1, they’ll make you No. 1

All across the country, school kids will soon be writing essays about “What I Did on My Summer Vacation.” I’m willing to bet that...

A concept that keeps space at a premium

We applaud Rhode Island Housing for its announcement that it is funding a $10 million initiative to support the creation of “KeepSpace Communities.” The...

Individual action can have global impact

Five years ago, Ray Rickman – a former staate legislator – was home sick. He heard a report about a doctor in Mali...

Fancy talk won’t sell; it just turns clients off

How does your prospect perceive your words? New? Engaging? Valuable? Exciting? Compelling? Or are they boring clichés that have your prospect mentally yawning and turned...

8 rules for a good press release

Dear Dan: I’m planning to send out press releases for our new business, but I’ve never written one before. What are some things to...

The good fight is not fought over your prices

Salespeople have two major fears: No. 1 is rejection and No. 2 is price or fee. Most salespeople are hesitant when it...
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Editorial Cartoon: Baseball Lays an Egg

By John SpencerA baseball, in the shape of a cracked egg is labeled, “Official Major League Baseball”. Between the crack and on the...
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Editorial Cartoon: Crazy to Work Here

By Brad Veley / www.bradveley.comFour angry sharks and a smiley face man are sitting around a conference table. They are all wearing suits and...

Your call is (not) important to us; please hold

Ever hear this? Thank you for calling (fill in the name of any big company). All of our people are busy now. Your...
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