Price and service: The two worst things to compete on

As a seller of things, I’ve tried to compete on price or service in the past. (“We’ve got the lowest prices” or “We’ve got the best customer service”). As a buyer, I’ve had other companies try to sell me on price or service. It doesn’t work. STOP TRYING TO COMPETE ON PRICE AND SERVICE Competing […]

Customer service and customer relationships are similar but different. Here’s why customer relationships are better…

A lot of my blog posts are just my thoughts about business; my reflections about what business could and should (and shouldn’t) be. And lately I’ve been thinking about the difference between customer service and customer relationship. I suspect that too many businesses think they are interchangeable. But I don’t think they are. Customer service: […]

How to handle difficult customer service situations and bad PR

Running a business means putting yourself out there… and guess what: You’re not going to please everybody. I could fill a book with times that I’ve pissed off customers (when I was an employee and as a business owner). Of course I don’t go out of my way to do it but it happens. Clients […]

61 questions to strengthen your client relationships and build loyalty

Clients have a lot of choice when it comes to selecting a real estate or financial professional to meet their needs. And just because we serve a client once doesn’t mean they’ll come back to us when they need a similar service in the future. Client loyalty is scarce. One important way to create client […]

How insurance brokers can cultivate loyalty in their customers

If you drive down the average street of the average city in North America, you’re going to pass several insurance broker offices, each offering basically the same service to the same clientele at the same price. True, a broker might be able to identify a few key areas where their business offered insurance products that […]