Jun 29, 2010

Customer Service or Helping People Purchase (Part 2)

"If I had asked my customers what they wanted, they would have said a new horse" - Henry Ford

With customer service, we need to think outside the square - lead change - be the change. Good customer service is going beyond what would normally be accepted.

A sign out the front of a door saying 'We provide great customer service' is not going to cut it today, in fact it could backfire on you because people’s expectation is that they will be serviced when they go in to look or buy.

May 1, 2010

Customer Service or Helping People Purchase (Part 1)

We can spend so much money on marketing to attract customers, yet ignore those right on our doorstep!

Our current enquirers – those who call, visit the website or store as well as those who use our products or services regularly are our “hot” customers. Don’t spend money on attracting more until you can look after these people well – give them a reason to come back again and again or recommend you to their friends.

I want to cover some basic keys that are often ignored when helping customers to buy.

Apr 2, 2010

Be A People Builder

There are times when I have said to franchisees 'Life would be terrific without customers and staff!' - But unfortunately we need both.


No one reaches their highest potential by themselves

We need to be 'people builders' to build people up, not put them down - with good relationships our lives and businesses are happier with greater impact and better productivity.

Mar 12, 2010

Strong Growth Demands Innovation

When I ask people to describe where they want to be within 3 years, it is easy to say, 10%, 20%, or 30% growth. But this only brings out the normal strategy to try and grow to this level. If someone says that they want to grow from six million to 50 million, I enthusiastically clap, as this is going to require radical thinking and innovation to achieve these types of results. This is where the good ideas and the creative juices start to work.

Feb 1, 2010

Have a Plan That Works!


"Refuse good advice and watch your plans fail;
take good counsel and watch them succeed.
- Proverbs 15:22 "


If you fail to plan, you plan to fail. There is no focus! I often say - if you chase two rabbits, they will both escape.


When I assist businesses (and not-for-profit organizations) these days, I take them through a 4 to 5 hour planning process that asks these questions. From their answers we develop an actionable plan.

Dec 1, 2009

Be wise - prioritise

The following are extracts from ‘The Word for Today’ which impacted me and I believe will really make you think how to prioritise in life and in business.


"If only they were wise and would...discern what their end will be!"
Deuteronomy 32:29

Nov 1, 2009

You’re a WIP (work in progress)

Life is a journey, not a destination

In business and in life there are times we are tempted to think we’ve arrived.


The day you start a job, open a business, get promoted, win a new account or buy/sell something significant is the day you have just STARTED the journey!


Oct 1, 2009

Stop and Change When Necessary

One of my favourite sayings is:


"If the horse is dead, dismount"


There are people in business and life everywhere who find it hard to recognise when the horse is dead!

The current economic market either stalls companies or they make changes. This is a great time to market differently or stand out in a different way.

I have experienced many difficult times but have seen the businesses that make changes succeed, then grow and accelerate in the good times that follow.


People have asked
‘How do I know whether to persist or stop and change?’


Sep 1, 2009

Making a Difference

Especially when things seem down

"There's no reason to be the richest man in the cemetery. You can't do any business from there." Colonel Harlan Sanders (KFC Founder)


Stop & Take Stock

It is important to look at business from more than just a day-to-day perspective. We work hard to keep things going forward, to realise the dream of success but sometimes miss the point along the way.

Aug 1, 2009

Buying a Franchise Business...

You want to start a business?
but now seems a poor time - or is it?


With so much uncertainty in the marketplace right now, many are looking to proven business models rather than starting something from scratch. Franchised businesses with proven track records and good systems are still seeing new recruits despite the economic situation.


Jul 1, 2009

Marketing in Tough Times

Don’t eliminate your marketing budget.

In a tough business market, you don’t eliminate your marketing budget, but you look at different and new ways of standing out. Too many people are doing the same thing as everyone in their business category and are not standing out.


I recommend buying the book by Seth Godin, called “Purple Cow”. He talks about being remarkable in our businesses.


Jun 1, 2009

Priorities in Tough Times

Part One

John Maxwell says ‘ People are like rubber bands: They must be stretched to be effective.’

We need to look at what is happening around the world today as a challenge and an


Opportunity to improve...

“The reason so many people never get anywhere in life is because, when opportunity knocks, they are out in the backyard looking for four leaf clovers.”
- Walter P. Chrysler

May 1, 2009

Contagious Vision

We’re OK – we have a vision!?!
(Somewhere on the bulletin board – or maybe in the company’s business plan).
In fact we even have long term and short term plans with action points!


You think you’re OK – or could you do better?
Can your vision be contagious? Can it not only inspire your team (your staff), but also make your customers feel good? What about your suppliers? The banks you deal with? Your insurance providers, tax consultants and other stakeholders?