Follow Us:
Making Client Appreciation a Joint Venture
Customer Service,Lori Saitz
Making Client Appreciation a Joint Venture
2 April 2010

I attended a networking lunch the other day, and sat at a table where two people were discovering they have a common target market. They were making arrangements to meet next week and explore how they might work together. My mind immediately put together how the one who specializes in financial services for seniors could use the other (a concierge car service for older people who can no longer drive themselves) for client appreciation. Read more…

The Power of Following Up With Customers
Customer Service, Lori Saitz, Women In Business
The Power of Following Up With Customers
5 March 2010

As a successful business person, you probably have an effective system for staying in touch with your prospects throughout the sales process. If not, you could be missing out on significant opportunities. From hot water heater to just… Read more…

The Myth of Control: How Social Media Creates Transparent Customer Service
Customer Service, Lori Saitz, Marketing and PR
The Myth of Control: How Social Media Creates Transparent Customer Service
4 February 2010

Back in 1998, when Chief Executive Salesman Jeffrey Gitomer published his book, “Customer Satisfaction is Worthless, Customer Loyalty is Priceless,” he claimed customers would tell three people if you did a good job, 10 if you did a great job, 25 if you did a bad job and 50 if you got into an argument with them. Now that we all have access to Twitter and Facebook and Yelp and all the various other social media tools, think how quickly those numbers multiply, for good and bad. Instantaneous feedback, shared with thousands can be a blessing or a nightmare. Read more…

How Building One Business Led to Launching Another
Entrepreneurship, Launching a business, Lori Saitz
How Building One Business Led to Launching Another
13 December 2009

I have met some of the most wonderful people, some of whom have become clients, others with whom I’ve built synergistic partnerships. It continues to astound me how strong these connections can be. And my encounters continue to reaffirm my belief that people in this world are all one – more similar than different. Read more…

3 Ways Business Can Cultivate Great Customer Service
Customer Service, Lori Saitz, Women In Business
3 Ways Business Can Cultivate Great Customer Service
8 December 2009

I started thinking about this question the other day after an experience with Comcast involving the exchange of our old, regular cable box for an upgraded one with DVR, as part of the new contract negotiated by our homeowners association. A week after installation of the new box, I turned on the TV to see a message on the screen that said the cable box I had was not authorized and an 800 number to call for assistance. Ugh, really? I have to call Comcast for help? Past experience taught me to expect a long hold time. Read more…

The Demeanor of a Troll Meets Your Business Phone (beware)
Customer Service, Lori Saitz, Marketing/Branding
The Demeanor of a Troll Meets Your Business Phone (beware)
29 October 2009

What’s the most professional way to answer the phone at your place of business? Do you have a standard that you’ve implemented for yourself and the people who work with you? Many successful entrepreneurs have created systems for running every aspect of their business, but handling phone calls seems frequently overlooked. And yet the phone is the gateway into your company, the first point of contact for many customers. Too many people view a ringing phone as an interruption. Read more…

Top 4 Ways Social Media Connects Your Business Personality with Customer Service
Community Building, Customer Service, Entrepreneurship
Top 4 Ways Social Media Connects Your Business Personality with Customer Service
15 October 2009

It all started on a Friday afternoon, several weeks ago, when I gave a box of Gratitude Cookies to my FedEx driver. He does a great job of collecting and delivering all the packages my business sends day in and day out and he has a great attitude. So I gave him a box of cookies to enjoy, as an expression of my thankfulness. Read more…

When Customer Service Really Begins: A Story on Trust and Hidden Fees
Customer Service, Lori Saitz, Women In Business
When Customer Service Really Begins:  A Story on Trust and Hidden Fees
16 September 2009

The person on the other end of the phone introduced himself and asked if I recalled seeing emails from his company, as they’d sent me a few over the past couple of months. I said I’d seen some from companies with similar offerings, but I wasn’t sure if any were specifically from his business. We exchanged questions and answers for about seven minutes and then he kind of slipped in an “Oh by the way, we charge $199 to set up. Read more…

Join the Small Business Forum Community
The Small Business Forum is a place where small business owners can learn, ask questions, and share advice on how to succeed online