by Jeri Quinn | Oct 28, 2010 | Customer Service, Leadership
Sandbagging is a term most often used in the game of golf. In golf it refers to players who either miss shots on purpose or outright cheat by turning in a higher score than they actually shot. This affects the handicap that is given to non-professional golfers to help...
by Jeri Quinn | Sep 27, 2010 | Client Loyalty/Experience, Customer Service, Leadership
Nancy complains, “Why can’t they get their act together? This is so frustrating. The first person I talked to wasn’t even nice. The second person was much nicer but couldn’t make a decision. I got sent to a technician and got lost in their phone system. It turns out...
by Jeri Quinn | Sep 23, 2010 | Customer Service
When I started my information technology business in 1983, the last thing I thought about was how I was going to exit the business. That’s true of so many small business owners, especially owners of family owned businesses. I eventually sold the business and luckily...
by Jeri Quinn | Aug 27, 2010 | Client Loyalty/Experience, Customer Service, Executive Coaching, Leadership
I hear from CPA firms. It usually goes like this: Clients expect so much. If they don’t get what they want, they threaten to go elsewhere. So firms are in a struggle to meet client demands while not burning out their staff, kind of caught between a rock and a hard...
by Jeri Quinn | Jul 29, 2010 | Client Loyalty/Experience, Customer Service, Marketing
There are two results from marketing according to JustUnderstandingData. There are the low hanging fruit, the leads from prospects that want to buy now and immediately enter your sales process. Secondly, there are the leads that are seeds which need to be planted and...
by Jeri Quinn | Jul 26, 2010 | Customer Service, Marketing, Sales
When you are creating marketing programs or activities, it pays to know who the decision makers and the influencers are. In Business to Business marketing, (B2B) any of these scenarios might be the case: Your product or service might be bought by a purchasing agent...
