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Don’t Try To Bury Bad Customer Reviews

I was thinking about how businesses try burying bad reviews (the wrong way) and the movie Poltergeist came to mind. It’s one scene in particular where the coffins and bodies started popping out of the ground in a rainstorm. That’s a lot like how your reputation problems start popping up when you think you’ve got […]

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Why Your Customers Use Competitors And How To Stop It

I had a client ask me a question about “What happens when a customer goes to somebody else [their competitor]?” This particular client had a customer go to a competitor for services when he didn’t even ask for an estimate. So my client asked me, “Why would somebody do that?” Does that sound familiar? Customer retention […]

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Waitress Executed By Business Owner For Lousy Service

A little known archaic law in Allegheny county allows business owners to execute (by method of their choosing) employees who harm their business. It seems one waitress has been the reason why the restaurant has been getting bad reviews (20 so far!) on various sites. Since a 1-star increase in a businesses’ Yelp review can result […]

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Customer Loyalty and Retention – Ten Ways They Help Your Business Financially

If your focus is more so on getting new customers than developing the ones you’ve got, you’re not alone. When I first started, it was all about getting A customer. Then I just kept repeating that process because it worked. Perhaps you did the same. But some time back one of my mentors said “Stop […]

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Business Could Take A Lesson From The Marine Corps

gold eagle globe & anchor

As we move away from God and have the gall to question “Why is there a lack of morals” in all aspects of life particularly business, it made me think of who isn’t sacrificing their values. The Marine Corps came to mind as doggedly defending their values.   That made me think of what makes them […]

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Targeting Your Market Instead Of Your Foot

I was at a doctor’s office and I couldn’t help but notice the stack of mail on the counter. On top was a direct mail marketing piece (AKA junk mail) addressed to Dr. Soandso “Or Current Resident.” Too many businesses are so overly concerned with missing an “opportunity” to capture a new client that they […]

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