Your Clients

Flight of fancy *

Last month I did myself out of another $6000.

I hate it when that happens.

This chain of events (and my associated reasons and decisions) may save you from similar financial embarrassment. Read more

A novel way to target clients.*

You may think it odd to discuss an online tank game in a business blog.

Yet this product holds the Guinness World Record for player (read ‘customer’) engagement.

A feat achieved in its first year.

If we captured clients like this crew, we’d be sunning ourselves in the Bahamas right now.

Plus, it’s Russian!

So let’s take a look … Read more

Give your customers a moving experience.*

Many thanks for your responses to Part 1.

Your input really supercharges these everyday topics.

Now for the chequered flag!

Form guide

I thanked Neil for his technical update.

I then asked why my car was surging, gurgling and gasping if it wasn’t due to the things I described.

Neil politely posited another Delphic insight: that I used standard unleaded fuel.

Correct again. Read more

Service with a smile!*

I’ve worked in and been a customer of the car industry.

Over the years, I’ve found that positive experiences in this field are rare.

So I had to report this one immediately, that we may distil its lessons for our own use.

Ring in

When I phoned my Ford dealer’s service department last week, I got Neil^.

I said my Fiesta was due for its 10,000 km service.

Neil politely begged to differ, saying that my model’s next scheduled service was 15,000 km.

He added that he hated it when car places over serviced their customers.

This certainly got my attention. Read more

Ever been down for the count?

Something happened last week that resonated on so many levels, I thought it ideal for this forum.

It concerns my bookkeeper – a service provider I imagine many of our readers use.

Your view on the matter could change a life.

Slug fest

As you may know, I’d rather collect slugs in the rain than do my books.

I hate bookkeeping so much, I outsource all but tiniest transactions.

I don’t even want a bookkeeper at Empire House. The mere act of doing my books unsettles me for hours before and after each visit.

So imagine my joy when my current bookkeeper, Sally, suggested I mail my papers to her for remote processing. Read more

Right on, or write off?

Some blog post ideas literally come in the mail.

Like this from a promotional pen company.

Here are the highlights of their exhilarating letter:

‘This is no ordinary writing instrument.
It’s a pen customers and prospects will treasure and use every day.
Not only will they remember your thoughtfulness and generosity, they’ll be reminded of your company day after day and will share their sentiments with all their friends who notice and admire this truly exceptional executive gift!’

Not bad for $1.15 a pop.

Analysis

I must admit, this pen beats the plastic crap in most ‘goodie’ bags. Read more

Thank you to William Shakespeare for the above title (sorry I just couldn’t help myself). In an earlier post on the The Pulse I banged on about the importance of asking questions when meeting and discussing issues with clients and pitching for new business. Now we visit the other side of the communication coin – listening.

Listening is perhaps the most important skill any accountant or professional adviser can bring to a discussion with a client, potential client, staff member, government department, supplier and so on. When you listen … really listen … to the other party some quite amazing things begin to happen. Here are just three to think about: Read more

Does this idea have legs?

Our bricks-and-mortar (B&M) retail stores are in strife.

Prices high. Service poor. Wages stagnant. Jobs gone.

But there may be an answer …

Ethical shopping!

Radio days

Years ago if you wanted, say, a radio cassette recorder, you could make a day of it.

Travel to a certain road with a string of electrical stores. Read more

Who do you think we are?

Customers.

They’re our world.

Without them, we’re nothing – and our business folds.

Small wonder there’s so many names for these pivotal people.

But are some terms better than others?

Let’s see.

Good

Customer is nice and generic.

You can’t really go wrong here. Read more

From someone old to something new.

Thanks SO much for reading Parts 1 and 2.

Yet again, your interest has transcended my wildest hopes.

Now to our climax and conclusion.

Tears for fears

I believe all pain is bearable, if known to be of finite duration.

Sue did me a favour by saying my ordeal would be sharp but short.

I toughed it out and was astonished that she really was twice as fast as my old dentist. Read more