02Apr/09

A thought for today…

I absolutely love reading other people’s simple observations on life. One of my favorite blogs was written this morning about customer service. It’s from a group of consultants in north Florida who focus on brand consistency and management techniques.

This morning, I found something in my email inbox that I just had to share. Think about this today:

“Ever wonder why customers seem to be saying thank you more often than the folks who take our money?”

It’s a simple experiment… challenge yourself, your employees to count how many times your customers say “thank you” versus how many time you say it.  Customer service has the power to set your company apart from the competition- even the more convenient competition!

Best of luck… and have a prosperous day!

30Mar/09

Marketing Mondays | Wallet Share

Yet another fine point from Seth Godin:

The first mistake marketers make is that they want more. More customers, more noise, more ads, more shelf space, more customers, more customers, more customers…

Almost all of their actions are driven by the search for more customers.

The reason this is a mistake is simple: it’s expensive. Attracting a new customer costs far more than keeping an old one happy. Not only that, but an old customer is far more likely to bring you new people via word of mouth than someone who isn’t even a customer yet.

Which is why share of wallet makes so much more sense than share of market. How much does each of your existing customers buy from you? Do they count on you for all the things they buy in this market, or just some? Does Toyota sell me every car my family drives? Does Chubb get to insure every single thing I own? Usually not. Because marketers are so focused on more that they forget to take great care of what they’ve got.

Hugh Macleod, gifted cartoonist and profane marketing blogger is now making his living selling limited edition art work based on his cartoons. He’s a brilliant marketer, of course, so he’s not focused on more. He’s focused on share of wallet. On selling his dedicated fans a remarkable souvenir that they can keep and display.

So, what’s the problem? Share of wall. Unlike records or shoes, it’s hard to buy a lot of art. Pretty soon, you’ve got no place left to put it, do you? Share of wallet turns into share of wall and you can’t grow any more.

That’s why you need to be realistic about how much share of wallet you can honestly expect, and why job one is delighting existing customers so much that they can’t help but tell their friends. Preferably friends with very big houses.

Seth constantly teaches that every interaction customers have with your brand (from advertising to customer service to using the restroom) is a form of  marketing.  Great advertising followed up by lousy customer service can leave customers with a bad taste in their mouth.  What one step can you take this week to increase wallet share?

30Mar/09

April Business & Breakfast

Start Your Business Day With Us!

Thursday, April 16 • 7:30 to 9:00 a.m.

Hosted by:

CPS Investment Advisors

*PLEASE NOTE THE LOCATION CHANGE*

Grasslands Golf & Country Club

1600 Grasslands Blvd.

$5 Chamber Member ~ $15 Mon-Member

Please RSVP by 5:00 the day prior to the event

You may register and pay online now.

27Mar/09

RC – Senior Helpers

IMG_8749  Senior Helpers is a national leader in professional in-home assistance services. They provide dependable, consistent and affordable care services allowing our clients to continue to live independently in their homes as well as providing peace of mind for families. They are a national company with local ownership. Jorge Giraldo serves as CEO and has a Masters in Business Administration (MBA) and Nancy Giraldo serves as President and is a Registered Nurse (RN). Lori Cumberledge is the office assistant and has over 13 years of administrative and HR experience. Senior Helpers employees are 100% company employees who have gone through an extensive background screening process and are also bonded and insured. We take pride in hiring the most caring and qualified caregivers as well as matching their personalities to your loved ones needs. Services include Alzheimer’s and Dementia care, medication reminders, household management duties such as light housekeeping, meal preparation, grocery shopping, errands and transportation and many more. Our professional caregivers are available from as little as 1 hour per day to 24/7, even live-in support including travel companions to help your loved ones on vacation. Senior Helpers also provides additional services such as lifeline 24/7 monitoring system and American Red Cross Family Caregiver training.

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26Mar/09

RC – Just Joan’s Historic Barber Shop

IMG_8526 Just Joan’s Historic Barber Shop is located in Historic Downtown Lakeland at 1040 Pennsylvania Avenue on the corner of Patterson Street. The business flourishes in the beautiful house, which was Joan Peterson’s inheritance from her mother. Set in the early 1900’s, Joan’s quaint and personalized barber shop specializes in straight razor shaves, fades, flat tops, color, perms and waxing. It is time to make that well deserved change to be a better you. Joan Peterson, master barber has been a stylist in Metro Lakeland for 28 years. She strived to help men and women succeed in business and develop good self esteem by looking clean and neat with grooming and styling tips. She propels her knowledge from a background of travel and sales across the United States working in many salons and outside sales across the Midwest. Joan is a graduate of the famous Roffler Barber College.

Congratulations to Just Joan’s Historic Barber Shop on the beautiful restoration. Special thanks to Mayor Buddy Fletcher for officiating the ceremony.