How To Fire A Client

Shelagh Cummins
May 11, 2015
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You are selling to people. Having an unhappy customer or a non-ideal client is just part of business. Is the customer always right? Hell no! But in their world, their perception is right – and that is what needs to be handled quickly, efficiently and positively. There is nothing pleasant, nor fun, about letting a client go, but it is necessary. You don’t have the time, money or energy to waste and pour into someone who will drag you down, who will never be satisfied, who doesn’t like your product or who doesn’t pay you. In a nutshell, you can’t afford to do business with them. 5 Steps To Firing A Client 1. Prevention Jennifer from Therapy and Learning Services says it best If you sell a product: Ensure you deliver a top notch experience and product. Ensure timely delivery Ensure personable and appreciative communications Deliver a high quality item Develop a … Continued

Is The Customer Always Right?

Shelagh Cummins
May 6, 2015
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Raise your hand if you are selling to people.   Thought so. All of you. Now, hands up if you have ever had a customer who was… well… less than happy. Disgruntled, demanding, unhappy, someone who complained to you. Mmmhmmm, I hear you. When you deal with people, it’s not always daisies and butterflies. And if you HAVE had a complaining customer – CONGRATULATIONS! That means you are officially in business! My question is… Is the Customer Always Right? I was curious to know what you thought… so I posted this question to my Facebook page. Here’s what you said: Christa hit the nail on the head when she claimed that not everyone is the right fit for her business. And I love that! Not all people are your customers and conversely, you are not the business for everyone. When you stop selling and trying to market to everyone, and you attract your … Continued

5 Simple Steps to Take a Vacation From Your Business

Shelagh Cummins
March 12, 2015
2 comments.

You need it. I know how hard you work. I know how many hours you are pouring into your business. I know how much of your blood, sweat and tears is in your business. You deserve a break. Sounds pretty easy, doesn’t it? Take a vacation. Those 3 words can either elicit euphoria OR stress. If it’s stress, then that is even more reason you need to take a break. How? Easy! Here are 5 Simple Steps to Help You Take a Vacation From Your Business 1. Give Yourself Permission to Step Away It’s time to put the martyr suit in the closet. Shut the door, lock it and throw away the key. You are not put on this earth to be at the mercy and beck and call of your customers. You provide service and products to solve a problem. And if you are going to do so effectively for years … Continued

What is Fear Costing You? #choosefear

Shelagh Cummins
April 14, 2014
2 comments.

Whether it’s fear of failure or fear of success – fear is likely manifesting itself somewhere in your business. Perhaps it is keeping you stuck doing the exact same thing day in, day out. Perhaps you are avoiding or procrastinating something that will help you, but is out of your comfort zone. Perhaps it is making you play small by not being proactive in your sales and marketing. Who knows – we all manifest fear in different ways – just like we all are afraid of different things. This video has changed the way some entrepreneurs are facing their week. They are choosing the fear as opposed to avoiding it. This can be a game changer – perhaps this is the week you will increase your prices, or reach out to the perfect client for you. Perhaps you will choose to grow your community filled with ideal clients or be … Continued

5 Ways to WOW in Customer Service

Shelagh Cummins
April 19, 2012
2 comments.

The best way for your business to grow organically is through word of mouth.  Your current, satisfied customers and clients are your best marketing tool out there. Your mission? Give them lots to talk about. Since it costs a business up to 15 times more to get a new customer than to retain an existing one, your goal is to build customer satisfaction and loyalty that will end in higher customer retention. You need to differentiate yourself from others, provide value to your customers and above all, WOW your customers with exceptional service. That is what people talk about. 5 Ways to WOW in Customer Service: 1. Underpromise, Overdeliver When you hear customers raving about a brand, usually it is because the  brand overdelivered. A poster child for exceptional customer service is zappos.com. Imagine working for a company that pays you to quit? Yup. $2000 to throw in the towel … Continued

Feeling Great Customer Service

Shelagh Cummins
March 29, 2012
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It’s the little things that count. It’s about how you make your customers feel.  People buy based on emotion – women more so. It’s a gloomy, cold and damp morning here. Today is going to be a long day of work for me and I needed a little pick me up to get me in the zone. After I dropped the kids off at school, I walked to a new coffee shop that just opened last week. The experience has left a lasting impression and I will be a repeat customer. I walked in and was instantly greeted by a warm and friendly hello. It wasn’t fake, or automated, or robotic – it was a genuine shout out of “good morning!”. Eye contact was made, smiles were exchanged. I ordered my drink, the nice barista showed me how to reduce the price on soya milk for my next visit, we … Continued