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E Column

Update Your Competitive Analysis

Update Your Competitive Analysis

We all know that part of a good business survival plan is a well-researched competitive analysis. Before you start a business, investigating your competition, their products, prices, marketing and public relations plans, customer service and more in paramount. For many businesses, once the original competitive analysis is completed the demands of creating and running a […]

By August 16, 2017 0 Comments Read More →
How Effective Is Your Interaction with Customers?

How Effective Is Your Interaction with Customers?

Important points that many businesses fail to consider when they are sending out information to customers, whether that information is through social media, emails, text or even through the mail is: Will customers be interested in this? How much spare time do recipients have to focus on my interactions with them? Are they being overrun […]

By August 9, 2017 0 Comments Read More →
What Makes Your Business Different?

What Makes Your Business Different?

To be successful, your customers and prospective customers have to know (and be constantly reminded of) how your business is different from other businesses in your area that are selling similar products.  Without differentiation consumers will have a hard time remembering your business. I work with a number of wineries and regularly talk to wine […]

By August 2, 2017 0 Comments Read More →
Stop Before You Start

Stop Before You Start

Julie Pedroncelli St. John from Pedroncelli Winery sent me a great article by Barry Stuckey who has spent much of his career in hospitality. The article was about a waitress he encountered in a eatery at Heathrow Airport. I have pulled out some of the key points, as the article was too long for this […]

By July 26, 2017 0 Comments Read More →
Social Media – External and Internal

Social Media – External and Internal

Are your employees following the company on social media? If not they should be. Social media is a great place for employees to get reminders of the information or offers that you are broadcasting to customers. In the days before the internet took us to worlds we had never anticipated, it was common in business […]

By July 19, 2017 0 Comments Read More →
Assessing Customer Experiences

Assessing Customer Experiences

Last week this blog delved into statistics regarding customers who may have had a less than stellar experience when they visited your business. We discovered that the percentage of customers that you think were satisfied with their visit were not necessarily in line with the number of customers who actually were satisfied. Also we learned […]

By July 12, 2017 0 Comments Read More →
You May Not Get Many Complaints, But That Doesn’t Mean Your Customers Are Happy

You May Not Get Many Complaints, But That Doesn’t Mean Your Customers Are Happy

I have been researching customer service lately and have found some interesting statistics from a number of different sources. The main thing that came through in virtually all the sites I researched was: Only a small, small percentage of customers who are dissatisfied actually register a complaint with the company. The rest of them don’t […]

Create a Stronger Company Culture by Celebrating the Small Victories

Create a Stronger Company Culture by Celebrating the Small Victories

As many of you know I am on the injured list at present. Unfortunately, I have two things going on at the same time. A broken femur is keeping me wheelchair bound, probably through September, and I am having problems with my one eye that works, so my eyesight is at best, variable. However, for […]

By June 28, 2017 0 Comments Read More →
Selling Is Easier in Person

Selling Is Easier in Person

I was sent an Interesting article from my favorite periodical, Harvard Business Review. The article, entitled, “A face to face request is 34 times more successful than an email” talked about research into email vs in-person responses from customers. According to the article, “Despite the reach of email, asking in person is the significantly more […]

By June 21, 2017 0 Comments Read More →
The Best and Less of Customer Service

The Best and Less of Customer Service

Last week was an interesting week for me. Tuesday, I went for a walk with a friend of mine in the local regional park. While there I tripped over a rock and eventually found out that I had fractured by distal, femur condyle (a u-shaped bone just above my knee). A bone that until this […]

By June 14, 2017 0 Comments Read More →
Take a Step Back

Take a Step Back

The approach of summer and the good weather during this season bring more customers out of their houses and into your winery, store, restaurant or other retail business.   During the height of the busy season it is often more of a challenge to provide the levels of customer service that encourage people to buy […]

Emotion Sells

Emotion Sells

As salespeople we tend to think that we are going to sell more through our expertise or having lots of information about the product (obviously product knowledge is important though it cannot stand alone) and by providing top notch customer service. All these things are important.  However, the real key is to appeal to the […]

More on Sales

More on Sales

When people come into your business do they already know that they are or are not going to buy from you?  The answer to that question is no, they don’t.  How many times have you walked into a business with no intention of buying anything and bought anyway? As a salesperson your job is not […]

Encouraging Sales

Encouraging Sales

There are lots of ways to encourage customers to buy. When considering various avenues to promote sales, there are a few things you need to think about.    There is always a cost involved with any option to promotion your business. Promotion costs either money or time. If it’s not costing you money it is […]

What Makes People Buy?

What Makes People Buy?

I was looking into buying patterns on the internet the other day for a couple of sales seminars that I am putting together and came across some very interesting information, which I will be passing along via my blog and tips. Consumers buy for a myriad of different reasons, here are some of them, think […]