… Yes, I do mean that game we used to play as children… so simple yet so clever… and its made quite literally £ms for businesses over the years and here’s how… Many businesses have CRM systems which have all sorts of reporting capabilities and conversely many businesses don’t have CRM systems or have very […]
Tag Archives | Customer Service
Whether selling a product or service, multiple products or multiple services from time to time we’re likely to come across objections from the client or prospective client about the price. Objections to price are interesting because they can point to the perception and thinking of the other party. And of course constant testing of price […]
You’d think that a brand perceived as aspirational would work hard to maintain customer service and their reputation wouldn’t you? And yet my experience with my car is a million miles away from that: since I bought the car its spent more time in their workshop than with me… the lack of updates, clarity around […]
Standing out from the crowd is more than doing things differently, its also about delighting people…
Standing out from the crowd in business isn’t perhaps quite so easy these days as businesses try to attract attention by doing things a little differently. But how many of them actually delight those customers who don’t do the norm? And how many of them retain those customers by continuing to delight them? Advertising campaigns […]
Like all businesses the goals and plans of the business were shared and regular updates given but unlike most people everyone in the business also shared their personal hopes, dreams and goals whether or not they were business orientated. They did this on a quarterly basis, wrote them on a wall that everyone could see […]
The answer to that is yes and no because it wholly depends what is being said, how it’s being said and who’s saying it. We all know referrals are a great way to get new customers/clients and it can be an inexpensive way too compared to other methods. But it will only be of benefit […]
Twice in the last few days, at informal networking events, the customer service from large businesses compared to SMEs has been discussed and this then moved onto the attitude and perception of the large businesses compared to that of the small business … I have two historical clients who I support for their payroll compliance […]
As I write this, the World Economic Forum at Davos has just come to an end for another year. It’s a place where great world and thought leaders come together to debate the emerging issues of 2013 and their implications for the global economy and their industries … And I noticed that the Institute of […]
How do you listen when you are talking to someone? Whether it’s a client or a family member or a friend? Or perhaps when on a webinar or teleseminar or a face-to-face training course? Are you ”really listening” to what they are saying? And when I say ”really listening” I mean do they have your […]
It’s often said that the greatest gift we can give to our clients and customers is to be of service. To me, being of service is understanding what it is that they need right now, as well as in the future – their problems and issues, frustrations and concerns – and then and only then, […]
- Do you have a box of dreams?
- How do you see your life… are there still six degrees of separation?
- Black Friday and Cyber Monday – Beneficial to businesses or does it attract the wrong kind of customer?
- Goals and targets – carrots or sticks?
- What are your vital statistics? Do you know your figures and how do you use them?
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What My Clients Say
I have known Yvette for a number of years and met through our membership of the IPP. Yvette is an astute business woman and her passion for the industry she works in shines through at all levels. It is a pleasure to hear her speak at conferences as she always has something new to impart and the delivery of her material is always given with hunour and patience.
Trainer at The Chartered Institute of Payroll Professionals (CIPP)
Thanks for all of your help, goes without saying we couldn’t have done it without you!
The changes in Team HR have also been hard emotionally and it is still rocky but we are making progress. I’m very appreciative of all your help and guidance through the past few months.