SimpleBiz360™ Podcast

I started a business in 1990 and it suffered from a fundamental mistake. We built our financial projections based on $69 a transaction. However, had I done my research, I would have discovered that t…

Do you charge customers for warranty, shipping and handling? If so, are you sure that’s the way you wanna do things? When customers pay for mistakes they didn’t make, they usually disappear into thin…

Customers like companies that proactively pave the way for smooth transactions.. Reactive companies do very little paving, which usually results in clunky, and troublesome transactions. Proactive com…

Employee buy-in can be much deeper, and more productive if management leads by example. The days of executives telling employees to do one thing, and then they do another are long gone. Managers who …

Do you advocate for customers? How often? To what degree? Do customers bear witness to instances where you deliver on advocating for them, or do they just hear empty words? We all have inter-company …

“I’ll explain our price once, but I’ll never apologize for our quality.” The words of Terry McManus were defensible. So many business people operate in a “Word Salad World” where empty statements can…

Schemes and scams are a fast track to the business boneyard! Customer are way more intelligent than scammers give them credit for. Maybe it’s time to do a full company-scrape for any unwanted schemes…

During my career I have witnessed dozens of executives avoid managing tough business situations. Why? I’m not totally certain, but most of the times it seems rooted in mistaken identity. In other wor…

Proactivity is a wonderful business quality, but sometimes unique situations require reactions to solve an issue. Contingency plans can’t always be planned out, but many times that can. Has your comp…

“When you’re wrong, admit quickly and emphatically.” Dale Carnegie’s sage
wisdom remains as powerful today, as when he uttered them 90 years ago.
Humility is an endearing human trait that is dissolving…

“If you can’t measure it, you can’t manage it.” Harold Geneen’s simple, yet
powerful words can be a bright light in a dark room. Company performance, and customer perception has to be convertible into…

Using acronyms can often sound like cryptic, mumbo-jumbo to the customer ear.
Perhaps it is time to exchange unfamiliar acronyms with names, and descriptions
that customers can actually understand, and…

Imagine an Octopus with eight sucker-bearing arms, a soft body, and a strong beaklike jaw. Now transfer this image to what happens when a company lies to a customer. Each outright lie (body) ends up …

Features, features, features. What about the benefits? Many companies fail to explain the “WHY” when it comes to listing features. in the features. What if you were to pair every feature with a benef…

Customer transactions travel a road of various micro-experiences (transactional components) that shape buyer’s opinions, perceptions, repeat and referral business. Collectively, these components are …

Customer complaints can set up course corrections for companies that are going off road! The keys to getting back on track are 1) listening to the customer (not just hearing), 2) being humble enough …

The appetite for “DIY” products and services has never been higher. What does your company do to cater to this modern mindset? Assuming no salesperson will aid potential customers, what information a…

Are you in need of some additional ‘WOW” factors in your business presentations to customers? One of the coolest ways to do this is to search your facts, features, and benefits vault for things you h…

Perception and facts often compete for the truth. Perhaps it is time to start examining the perceptions customer have of your business, and the services that are delivered. Often times companies lose…

Some research suggests the need to create 12 positive experiences in order to negate the effects of one bad experience. 12-1 odds are a mighty hill to climb. Unreturned voice mails contribute to maki…