In my house, we love DiGiorno pizza. One recent purchase turned out a little disappointing. A piece of the frozen pizza dough had been broken off and then simply packaged back up with the rest. This end piece had no toppings. I called customer service and they apologized for the inconvenience. A … [Read more...]
Customers Choose Less Risk. Is that you?
Harry Beckwith in his book Selling the Invisible notes that one major hurdle your potential customers must overcome is risk. They risk throwing away their money on your product or service. They risk purchasing a problematic widget or having to deal with poor customer service. There are numerous … [Read more...]
Are you an absentee business?
You advertise. You invest in marketing. You build your product or prepare your service for sale. Your customers arrive to give you money but you're not there! Home Depot made this dreadful mistake a few weeks ago. I went to HD to pick up some paint for our home. As I approached the paint desk, I … [Read more...]
Stop to Listen
On our first (and last) trip to a new Bennigans restaurant near our home we experienced the "flying server." Usually at restaurants your server will stop by after the food is delivered to see if everything is to your liking. The manager may also swing by and follow up with their food and … [Read more...]
Options when the customer gets a bad product
On the way home from our crazy timeshare presentation, we stopped at Outback Steakhouse for dinner. After our food arrived and I started eating, I realized that it was overcooked. The server asked if everything was OK and I explained that it wasn't. She then did the unexpected and asked me what I … [Read more...]
E’s of eCommerce: Part 2 – Efficient
In part 1 of this series, I mentioned that your website must be easy to use. However, just because it is easy, doesn't mean it is efficient. Improved efficiency means getting big results from minimal effort and work. Your website should be efficient to both you and your customers. Customer … [Read more...]
Book Review: 1776
Buy 1776 David McCullough's nonfiction work 1776 guides you through the military campaigns of the American Revolution during the historic year the Declaration of Independence was signed. A collaboration of quotes and facts from historical records, journals, and letters, 1776 narrates the story … [Read more...]
Don’t Burn Bridges
We've all gotten those postcards in the mail that tell us we've won a guaranteed prize of a cruise or some other sunny vacation getaway. Just such an announcement arrived to our home a few weeks ago. The catch of course, is that we'd have to go listen to a 90 minute time share presentation. My … [Read more...]
Is what you see what you get?
My wife and I pulled up to a Sonic drive-in for dinner the other day. She had seen the commercials for the mini banana split and that prompted us to pull over when we saw the Sonic. The big menu had a huge beautiful picture of the 99 cent banana split. After getting our food we were very surprised … [Read more...]
The E’s of eCommerce: Part 1 – Easy
The "e" in eCommerce stands for electronic. However, your company needs to make sure that "e" stands for more than just that. eCommerce should be: Easy to Use Customers are looking for convenience when they use your website. They've come to your website because they don't want to wait on hold … [Read more...]
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