Search
Related Links

 

 

Informative Articles

Exceptional Leadership Inspires the Best Effort in Others
There is a steady stream being written and taught about leadership these days. There are tips about leadership, courses about leadership, books, retreats, and continuing education – all focused on leadership. While all of this material is...
On the Path: Life Coaching for Small Business Owners
O ne of the distinctions that sets coaching apart from other types of consulting is that coaching specifically addresses the client's sense of who they are in the world, and helps the client make life choices that are aligned with...
THE “SEVEN Cs”: PARTNERSHIP DANGER SIGNS - Competitive, Not Complementary Action
A series of articles exploring the seven critical areas that can indicate a partnership is in trouble. Competitive, Not Complementary Action James Carville and Mary Matlin are public relations spokespeople for the Democratic and Republican...
Tips for Launching Your Own Business
This November marks my two-year anniversary of starting my own human resources consulting business. As I look back on the years, I am amazed at what I accomplished and learned. If you are thinking about starting a business, read on! I always...
What Do Your Clients REALLY Think of You?
Know Thyself - Socrates *************************************** I'd like to start this article with a test … What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain? You guessed it! … Mud Bogging!!!! That is how I...
 
Common Sense Customer Service!

The key to growth in any business; whether it be the largest corporation on the planet or someone working a home business from their laptop on the dining room table; is exceptional Customer Service. Customer Service can’t just be ”good” or ”OK”; it must be exceptional, above the bar, and above anyone who may be competing with you for the business of those customers. However; there is a major difference between a large corporation and your home business: Customer Retention must be one of your top priorities if you are to succeed. Target™ or Wal-Mart™ can lose a couple of customers per month as a result of poor customer service and it won’t even be noticed; yet the loss of one or two customers per year due to lacking customer service can (and will) be devastating to a home business. The whole idea behind “Common Sense Customer Service” is simple; if you don’t provide proper Customer Service, you fail. Word of mouth is the best advertising venue on the face of this earth; and in the Internet age it can spread within minutes instead of days or weeks…sucking away potential customers to an ecstatic competitor.

Let’s first take a look at what we call “Common Sense” and how it relates to Customer Service for your home business. The first question you need to ask yourself (every day, every call, every e-mail) is this: “If I were the customer, how would I want to be treated?” We’ve all probably encountered situations where we have had to deal with a company whose product or service we have questions or even complaints about. What was your experience like? Would you have done it differently on your end? If so, how? Did they show empathy to your situation? These are just some of the questions you need to look at when evaluating whether or not you are going to provide “good” or “exceptional” customer service.

If there is a complaint, you can’t be defensive or argumentative. EVER! If there is a question, you better be ready to answer it; or provide the customer with a call back time estimation as to when you will have an answer if you need to contact the vendor, a mentor, or another company to get the answer for the customer. Whenever possible, do not simply refer them to another person or department, because that will turn them off. Try to resolve the issue yourself first, and if it is something where they in fact do need to talk to someone else, conference them in or transfer them to the correct department, along with contact name, business name, etc. Here are some basics, right from the “bible” of some of the best customer service call centers in the world:

Be Courteous: Always answer the phone (or an e-mail) in a prompt and friendly manner. For phone calls, always answer with, “Thank you for calling (Business Name); this is (Your Name); how may I be of assistance today?” SMILE when you answer the phone. Believe me, the person on the other line knows whether you are smiling or not on a phone call!! This has the immediate effect of disarming the angriest customer. They may still be angry, but their defensive lines have already been breached by the way you just answered their call.

Gather Information (LISTEN!): Get their name (and then address them by their name); phone number, e-mail address, and the product they use. Write it down. It serves as an immediate reference during the call, plus allows you to create documentation of whom you have spoken with and when -- especially if you need to call this individual back in the future or suspect they may call again.

Empathize: This is probably the most important of them all! Show empathy (concern and understanding) about their situation. Whether it is a product question, complaint, billing concern, etc. This is where “The Customer Is Always Right” enters the equation. , even if they’re wrong or simply misguided. By listening carefully; repeating back the issue to the customer; and not being apologetic but concerned, you will establish immediate rapport with that customer and break down any other defensive barriers the caller may have. And if you’re still smiling, you can disintegrate negativity and turn this into an educational experience and opportunity for you both. An example of apology vs. empathy:

oApology (not recommended for most situations, shows you are wrong, they are right, and you will never be right again): “I’m really sorry that you are not happy with the product. It’s my fault entirely. We’ll do (whatever your resolution is) to get this taken care of. Again, I’m sorry.”

oEmpathy (the right approach): “I completely understand your displeasure with (product). I’d like to do what I can to assist you through this (complaint matter; descriptive, shows you were listening). First, let me make sure I have the information correctly (repeat issue, verify, thank them).” Move on to Resolution.

Seek Resolution: I feel it is important to first state a little “disclaimer” as to what you will do for your resolution: it is up to you. The most important thing to remember is that there must be resolution to your customer’s question, complaint, or concern, even if it is a temporary resolution. If you don’t have a way to resolve the issue, for good or for the short term, you might as well not even take the call, because you will lose that customer! This is where we step back to “Common Sense”: Would you remain a customer somewhere where they did all of the above and then said, “Well, I really can’t help you.”? What would you do? Hang up? Walk out? Demand a resolution regardless of what they just said?

**Personally; I’ve been through the latter just recently. Demanding a resolution worked for me; I refused to leave the building (a large appliance and electronics “Superstore”) until I had my refund and an explanation as to why they delivered a product that wasn’t even close to what I ordered. This once again shows “The Customer IS always right”! The sad thing is, because they didn’t help me, and I had to become a demanding and stand-offish customer (which I avoid at all costs); that company has lost my business forever. They tried to ”appease” me with a gift card, which I ripped in half in front of them. Why? Because if they can’t even try to resolve a problem right then and there, then why would I ever want to buy a product from them again? So they lost, I “won.” It doesn’t ever have to be that way!**

Now you must show the customer that they are right; but so are you, so are your policies, and so is your plan of resolution…

You should


have solid policies and procedures in place for your business to use as guidelines when it comes to resolutions.

If you are in a distributorship type of business, be sure to have all Policies and Procedures of the company memorized as much as possible and available at ALL times to be able to reference in case of a complaint.

Be open to ideas; don’t use guidelines that are too rigid. This however is a very careful balance. You need to be able to bend, but if you bend too far, every customer will know about it and try to get the same thing out of you that you give a particular customer to satisfy them.

Be ready while listening and repeating issues or asking leading questions to be able to have a rough idea of what resolution will be, so there is no awkward silence or long delay in communication between yourself and your customer (of course this depends a bit on method of contact, phone, e-mail, fax, or letter).

EXECUTE the Resolution. This can be painless for you and for the customer. Concisely state (with Empathy) the issue at hand and your proposed resolution to the customer. Do not say “Well, our policy says…,” as that puts the customer back on the offensive and you on the defensive and you don’t want to be there. Disaster will follow, and you will always lose. Give your proposed resolution not as an “Is this OK?” type of resolution, but “We can do this.”

If the customer continues to argue or disagrees with your resolution statement, then you can bring up policies or procedures that are in place (and the customer should have a copy to reference themselves). Be firm about adhering to your policies while expressing a desire to do everything possible to resolve the issue. Do not state anything in a defensive way. Try to practice stating or writing things in a way that shows you are actually “bending” for the customer while still holding true to the guidelines you have in place.

After an issue is resolved with a customer, there is something that should be “Common Sense” but is often missed by many companies and individuals. They assume the problem is solved and move on. Wrong. The customer may have “accepted” your resolution, but did it SOLVE the problem? This is where the most powerful customer retention tool comes into play: Follow-up

You probably follow up with prospects and potential customers, right? You probably even follow up after a customer has ordered something to ensure everything is to their liking. Customer Service and Issue Resolutions should be no different. This time, if the customer had contacted you by phone and you have their e-mail address, follow up by e-mail. If the back and forth customer service that led to resolution was through e-mail, follow up with e-mail and a phone call. Starting to see it? It shows extra effort. You already placed a ton of effort into a phone conversation, but through e-mail it is much easier as you don’t need to respond in real time and they can’t “see” the hesitation in your voice. However, always remember, they can see hesitation in the written word.

The follow-up should be simple and should also include courtesy and empathy. Wait at least 24 hours if it is an “instant” resolution; if it is something where an exchange takes place, wait until you know the customer has received the replacement product or service (or refund) before doing the follow-up. Something as simple as the following would suffice:

Dear George,

We at Widget Enterprises want to thank you for your business, and wanted to take this opportunity to follow up with you to ensure that the resolution to your issue (Short, concise restatement of issue here) was satisfactory and that your communication with our company was pleasant and what you expected.

If you have any questions or concerns, please give us a call at (555) 555-1235 or e-mail us at CusotmerService@CompanyName.com. We’ll also be sending you a short survey via e-mail so that we may better serve our customers in the future and ensure the highest satisfaction rate.

It has been a pleasure doing business with you, George, and we at Widget Enterprises look forward to serving you in the near future!

Regards,

Customer Service Name
Widget Enterprises
Phone
E-mail

Follow-up is that easy. They feel GOOD when they get a letter like this!!! Have you ever gotten one? How did you feel? See? If you want to do a survey, ask simple questions about what we could have done better, etc. This gives you the opportunity to adjust anything that may need correction in your Customer Service Structure.

I hope you take the opportunity to use these valuable pointers in your next contact with a customer. Have fun, help people. Customer Retention will always follow!

RESOURCES:

Customer Retention Associates: “Complaints: Customer Loyalty Torpedoes or Lifesavers. ”

Dashnier, Daniel L. “Level I Helpdesk Training Manual.” Instrumentarium USA, 2002.

Dashnier, Daniel L. “Quality Assurance Guidelines for Palm Customer Service.” SITEL Technology Services, Inc. (Daniel L. Dashnier, 2000).

Dashnier, Daniel L. “Quality Assurance Guidelines for Palm Web Chat.” SITEL Technology Services, Inc., 2000.

The many customers I have dealt with over the years from McDonald’s to GE Medical and my own company. I appreciate you!

On The Web:
http://www.sitel.com/ (SITEL Corporation)
http://www.crmcommunity.com/ (CRM Community Online)
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
© Daniel L. Dashnier. All rights reserved worldwide.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

The author has written Quality Assurance Guidelines, score sheets and held hundreds of coaching sessions with Customer Service (phone), Technical Support (phone and web chat) staff for SITEL Technology Services, Inc. He has also written guidelines and training materials for management and employees to use for Quality guidelines in providing internal technical support to the over 1,450 employees of Instrumentarium USA, now a part of GE Medical Systems.

About the Author

Daniel Dashnier is a Freelance Writer, Wellness Coach and Consultant, and Abundance "Coach in Training" based in Madison, Wisconsin, USA. His successful Wellness Coaching includes this product as it's Cornerstone: http://daniel.healthyoudeserve.com/
Physical and Financial Wellness can be found at this site

 

Coaching.com – business & executive coaching for leadership ...
Business coaching solutions with executive coaching, personal coaching, professional coaching and corporate coaching to enhance leadership skills ...
www.coaching.com
 
Welcome to Coach U
Training world class personal and life coaches. Offering synchronous and asynchronous training.
www.coachinc.com
 
International Coach Federation
The International Coach Federation is the globally recognized association of professional personal and business coaches. ICF offers the only independent ...
www.coachfederation.org
 
Coaching - Wikipedia, the free encyclopedia
This article refers to the act of coaching people. For sports coaching, see coach ... Current practices in performance coaching in non-sporting environments ...
en.wikipedia.org
 
Sports Coach provides information on coaching, exercise physiology ...
Brian Mackenzie, the UK's highly experienced senior athletics coach provides fitness and training advice for athletes.
www.brianmac.demon.co.uk
 
The role of the coach is one which enables the athlete to achieve ...
Roles and responsibilities of a Coach. ... In a coaching role you will initially need to develop the skills of: providing instruction and explanation, ...
www.brianmac.demon.co.uk
 
The Coaching & Mentoring Network
The leading, independent vortal site, keeping you informed of the latest developments in coaching and mentoring. Connecting you to the people, products and ...
www.coachingnetwork.org.uk
 
Welcome to sports coach UK
sports coach UK is a charitable organisation dedicated to the development and implementation of coaches and coaching throughout the UK. ...
www.sportscoachuk.org
 
Positive Coaching Alliance
Information on awards, location, partnership programs, description of the organization, upcoming events, news items and membership details.
www.positivecoach.org
 
Career Coaching from Mind Tools - Find Focus, Fulfillment and ...
Career coaching from Mind Tools - Maximize success in your chosen career: Find focus, self-confidence, fulfillment and career direction with a Mind Tools ...
coaching.mindtools.com
 
Coaching Drills, Information and Products For Youth Sports
Youth coaching drills for baseball, basketball, football, soccer, softball, volleyball, and track and field. Also makes team decals, posts team photos, ...
www.y-coach.com
 
Mind Tools - Self-Study Management Training, Career Training ...
You can join biweekly coaching and training sessions wherever you are in the world. ... The GROW Model - Coaching team members to improve performance. ...
www.mindtools.com
 
COACHING SCIENCE ABSTRACTS
The best award-winning site about sports science that can be applied to the coaching of serious and elite athletes.
coachsci.sdsu.edu
 
Coaching UK : Coaching UK and Coaching Related Links
Coaching UK : Coaching UK and Coaching Related Links.
www.coaching-uk.org.uk
 
Association for Coaching
Welcome to the Association for Coaching — one of the lead professional bodies for Coaches and Organisations involved in the areas of: ...
www.associationforcoaching.com
 
The Coaching Corner - The Youth Team Sports Resource
The Coaching Corner, the youth team sports resource for coaches, players & parents. We provide instruction, editorials, coaching tips, bulletin boards and ...
www.thecoachingcorner.com
 
Executive and business coaching network - UK based international ...
executive and business coaching - UK based network of international coaches specialising in executive and business coaching, team building and unlocking ...
www.execcoach.net
 
SOCCER-COACH-L Soccer Coaching Manual
A manual for the novice and more advanced youth soccer coach.
www.ucs.mun.ca
 
My Life Coach - Life Coaching, Become a Life Coach, Career Coaches ...
We have the life coaching, personality and career testing tools, knowledge and expertise to help you discover the right direction.
www.mylifecoach.com
 
Basketball Coaching Playbook, Coach's Clipboard... Coaching Youth ...
Coach James Gels offers player development tips and coaching strategies on offense and defense.
www.coachesclipboard.net
 
 

 
Content Menu
  • 10 customer service quality statements to measure up against

  • 10 powerful networking tips using business cards

  • 10 sure ways on how to fight discouragement

  • 10 tips on how to focus

  • 10 tips to grow your business plain simple

  • 10 top tips for reclaiming your time

  • 10 ways to kick the procrastination habit

  • 11 great ways to be positive about change

  • 11 ways to get what you want be a clever customer

  • 12 tips to network your way to success

  • 20 ways to advance your career

  • 3 simple things the best managers do and you can too

  • 3 steps you can use developing leaders in your industry

  • 3 tips for a great summer developing life business while having a blast

  • 4 simple steps to successful delegation

  • 4 steps to unleashing profits in your online business

  • 5 exceptional bonuses that will increase your sales

  • 5 strategies for added effectiveness on the job

  • 5 tips to step boldly into the world set yourself apart from others

  • 6 simple steps to dealing with difficult managers

  • 6 surefire ways to achieve your goals for 2005

  • 6 winning strategies guaranteed to improve your coaching

  • 6 winning strategies guaranteed to improve your coaching skills

  • 7 reasons why law firm diversity initiatives fail

  • 7 reasons why law firm diversity intiatives fail

  • 7 strategies for feeding success thoughts to your brain

  • 7 strategies for handling last minute meetings

  • achieve your business results through executive coaching that yields a 500 plus roi

  • all fortunes begin with an idea

  • and the systems will set you free

  • answers to your questions about executive coaching

  • are you a work addict

  • are you hearing everything your customer peer boss supplier isnt saying

  • are you on overload delegation is one key

  • are you profiting from o p p

  • are you worth investing in

  • at your service the ten commandments of great customer service

  • avoid the duds 10 strategies for selecting the perfect speaker

  • a balanced life

  • a fast way to find clients

  • a happy professional chooses clients

  • a tricky supervision challenge

  • barter its not just for doctors anymore

  • basic coaching for the golfing beginner

  • become an internet marketing guru

  • become a certified success in the world of business and finance

  • becoming a solution to your customers problems

  • being stressed out may not be all that bad

  • belief management the missing ingredient

  • beware the opposition

  • beyond management coaching when things are getting out of control

  • be an entrepreneur

  • blogging for business

  • blueprint for change

  • book summary execution

  • brand your consulting brilliance

  • breaking the ice and winning over the client

  • budda in your back pocket

  • building a practice on purpose series part 5 develop a championship team by creating a coaching climate part 1

  • building a practice on purpose series part 5 develop a championship team by creating a coaching climate part 2

  • building better teams through executive coaching

  • building shareholder value through your people

  • building trust in your business relationships ten tips

  • build your business on a shoestring hire a college intern

  • business career executive coaching article leadership understanding the human condition

  • business career executive coaching article the top 10 tips to begin the practice of positive affirmations

  • business coaching ten ways of dealing with mistakes you made

  • business opportunity leverage your employees

  • buyer beware choose a business coach carefully to get the results you want

  • cant find any clickbank super affiliates grow your own

  • can self coaching help your bottom line

  • career executive coaching article motivator discipline and desire

  • change or die to change your organization hire a business coach

  • chasm of change restructuring the goliath of change

  • coaching and mentoring using one

  • coaching an adapting tool for attaining fulfillment in the global economy

  • coaching book review the coach creating partnerships for a competitive edge

  • coaching book summary the coach

  • coaching can get the boss in shape

  • coaching costs

  • coaching for creativity in the workplace

  • coaching for lawyers 10 ways a lawyer can benefit from working with a professional coach

  • coaching for success

  • coaching generation x

  • coaching leaders 6 reasons some executives give up

  • coaching leaders for change 5 ground rules

  • coaching packages benefit the coach the client

  • coaching skills and positive motivation

  • coaching skills for peers extending influence

  • coaching sports for all the right reasons

  • coaching the new word in management

  • coaching tips for powerful presentations

  • coaching your small business to success

  • coaching youth football part 1 keys to success

  • common sense customer service

  • confession of an internet marketing expert

  • create a business you love

  • create a positive upbeat can do workforce and dazzle the customer with your caring

  • creating a vision

  • creating momentum for your home business

  • creating time you can do it

  • customer focus just 5 simple things you need to think about

  • dealing with anger

  • dealing with difficult people

  • defense wins in baseball not business

  • defining success your way

  • defining your goals

  • delegate or die

  • delegate or drown

  • delegation when to delegate who to delegate to

  • develop your managers and keep your staff

  • develop your people and make more money

  • discovery procedures for building effective management systems

  • discover the secret to success in your own back yard

  • does your business need an attitude adjustment

  • does your shopping cart have a squeaky wheel

  • dont wait to start your marketing strategy

  • do you have a press package

  • do you need a personal assistant

  • do you want to make more money as a life coach

  • elements of timeless leadership

  • embrace diversity to build effective teams

  • employee motivation checklist ten measures of success

  • empower it forward

  • empower your people give them some control

  • entrepreneurs achieve more 12 examples of coaching and consulting that lead to success

  • ethics in business a lost art

  • exceptional leadership inspires the best effort in others

  • executive coaching

  • executive coaching and the american president

  • expand your horizons sell your professional services through clickbank

  • expand your resourcefullness

  • experiences of management coaching part 2

  • extend your books life with a sales letter

  • finding balance in a tilted world

  • finding your niche

  • fitness coaching are you ready

  • five steps to increase the people power in your business

  • five strategies to strengthen your companys financial management

  • george bushs secret to successful internet marketing

  • getting started

  • get coached

  • get off your butt and create your financial futurenow

  • get organised and transform your life

  • get out of your own way

  • get rid of the clutter

  • give em the ball an example of great coaching

  • give yourself a boss day gift part 2 are you the position or the person

  • gymnastics instructor and coaching tasks and duties

  • hidden traps for life partners who work together

  • how ceos can use axiology to improve the bottom line part 2

  • how does sports coaching differ from corporate coaching

  • how do i bring consulting into my lease purchase business

  • how do i define my market

  • how do i implement the lease purchase plan

  • how do you find a topic to speak on

  • how do you profit from o p p

  • how effective is your leadership style

  • how energy efficient are you

  • how to attract and retain the right people

  • how to avoid the legal pitfalls when setting up your new business

  • how to avoid the legal pitfalls when setting up your own business

  • how to better handle your mail

  • how to build extreme customer service from the inside out

  • how to create your own successful and profitable affiliate program

  • how to get a grip on your money

  • how to get press to come to you

  • how to get sellers to call and beg you to take their property

  • how to get the best from outsourcing

  • how to get the press to come to you

  • how to give a great speech

  • how to grow your business in the marketplace of the new millennium

  • how to have an effortless life

  • how to hire the right people

  • how to improve your negotiating skills

  • how to increase your coaching record by at least 25

  • how to lease option your properties

  • how to look after your people so they look after your business

  • how to make a joint venture successful

  • how to make more money

  • how to network your way to success

  • how to profit from initial consultations

  • how to realistically set your fees part 1

  • how to realistically set your fees part 2

  • how to realistically set your fees part 3

  • how to realistically set your fees part 4

  • how to realistically set your fees part 5

  • how to sell high tech solutions

  • how to set goals like bill gates

  • how to start your coaching practice

  • how to stay motivated part 1

  • how to use an hr consultant

  • how to win the marketing war capture your prospects mind

  • if i were coaching you

  • image does matter

  • improving quality through coaching

  • increase your sales accept credit cards

  • increase your sales accept credit cards part 2

  • increasing the return on your training investment

  • index

  • internet marketing in a room full of naked men

  • interview with michael murray autoresponder basics

  • interview with ron mead the secret goldmine of probate real estate

  • invite self managed staff

  • in business image isnt everything its the only thing

  • is accumulating a net worth of 1 000 000 easy yes and no

  • is wayne gretzky in or out when it comes to coaching

  • is your business safe

  • is your leadership is effective

  • its okay to negotiate really

  • its the little things that count

  • juggling it all

  • juggling the day with a deal

  • keeping abreast of your domain updates and keeping up with it all

  • know your client the first rule of business coaching

  • leadership lessons learned the hard way part i

  • leadership lessons learned the hard way part ii

  • learn to manage people

  • lone wolf lead wolf

  • make a decision and take action

  • making on job training work

  • making s work creating news where none existed

  • making the financial transition

  • making the most of your year

  • management coaching the heart of performance management

  • management coaching to improve relationships with work associates

  • management coaching vs performance appraisals

  • managers dont know any better

  • managing performance every day

  • managing the sales negotiation process

  • manufacturing sector public speaker tr cutler is ranked 1

  • media star power book review

  • monday morning mindfulness

  • monday morning mindfulness 08 23 2004

  • mr brown is coming the need for feedback and coaching

  • my rich mums ebook secrets

  • my top 10 baseball coaching tips

  • need a sales boost try these

  • negotiating to buy a new car the easy way

  • networking 101

  • networking its important

  • networking outside the box

  • networking tips getting an 800 number

  • new style network marketing why professionals are rushing to join

  • nourishing your network

  • office set up

  • online shopping saves you time and money

  • on the path life coaching for small business owners

  • organizing the information

  • organizing your day

  • outsourcing not just for big business

  • overcome inertia bodycoaching exercises to get unstuck

  • overcoming work addiction

  • paralysis by analysis

  • parenting and running a home based business

  • parenting your employees to better performance

  • partnering for progress and growth

  • people skills drive leadership success

  • perfection vs excellence business career life coaching series

  • personal training 3 keys to training clients in their homes

  • personal training 3 powerful ways to position yourself as an expert

  • personal training 5 easy steps to sanity on the road

  • personal training 6 secrets of award winning customer service

  • personal training name one good reason someone should hire you

  • plan your day and stick to your plan

  • preparing for your media interview

  • price your ebook to sell well

  • primal leadership a book summary

  • progress reviews your key to effective coaching

  • radio interviews how to get them

  • ready setwait

  • realistic goals how to set them and why

  • retail operations effective branch manager support and guidance

  • roi on the 8 step coaching model

  • rotator

  • rý eoc recruitment and retention employer of choice

  • sales force of the future its not about selling

  • score at least 5 more points per game by coaching football kicking properly

  • self confidence is the key to personal and professional success

  • sell more by testing your web headlines and home page

  • should you get a blog

  • should you quit your job for your dream

  • should you write your own business plan

  • show your customers you care

  • simple steps to start a profitable member only subscription web site

  • soft e mail selling skills coaching

  • so why dont you tell me about yourself

  • stress in the workplace

  • structure your add coaching business for success

  • succession planning 10 vital points for business success

  • success is a choice

  • survival tips for small businesses

  • surviving the workday in your organization

  • sustaining growth in your business

  • take it to the customer

  • taking time off for your business

  • taking time out for your business

  • tapping the potential of your customers

  • team building ten easy ways to do it

  • team effort pays off for entrepreneurs

  • ten business reasons why asking for help works

  • ten top ways for managers to motivate their people

  • ten ways to be a better at motivating your employees

  • terrible meetings ten ways to spot them

  • the 6 secrets to sales success

  • the 6 stages of modern career development

  • the 7 principles of business integrity

  • the 7 traits of an exceptional and successful entrepreneur

  • the 7 traits of an exceptional successful entrepreneur

  • the achilles heel of management coaching

  • the benefits of eq coaching for mid level executives and professionals

  • the biggest crime in small business

  • the cat in the hat will help you get your point across yes you can here is the plan

  • the fuel that drives the ultimate lifestyle

  • the goals of leadership coaching and partnerships

  • the importance of having a mentor

  • the key to high productivity is energy management

  • the many ways to profit from o p p s multiple cash streams

  • the metamorphosis of the successful executive overcoming professional stagnation

  • the only way to get even at work

  • the pitfalls of procrastination

  • the real secret to success

  • the seven cs partnership danger signs communication breakdown

  • the seven cs partnership danger signs competitive not complementary action

  • the seven cs partnership danger signs conflict becoming the norm part 1

  • the seven cs partnership danger signs conflict becoming the norm part 2

  • the seven cs partnership danger signs the 4th c cumulative money problems

  • the seven cs partnership danger signs the 5th c control issues

  • the seven cs partnership danger signs the 6th c changing vision

  • the seven vital steps you must know to ensure direct mail success

  • the top 10

  • the top 10 reasons why my coaching business is not slow

  • the top 10 the top ten signs that your marketing message needs a facelift

  • the top mistakes executives make in leading their organizations

  • the top ten people skills you need to build a dynamic business

  • the truth about money

  • the ultimate career builder

  • three simple ideas that increase profit fast

  • time management tips for managers

  • tips for launching your own business

  • tips to energize your presentations

  • top 10 mistakes entrepreneurs make before they even start

  • top 10 mistakes to avoid when joining a professional association

  • top 10 ways to turn clients into raving fans

  • top 3 myths of leadership debunked

  • top 7 small business resources for 2005

  • top 7 small business sites for 2005

  • top ten online choices to get clients to choose you again and again part 1

  • top ten online choices to get clients to choose you again and again part 2

  • top ten things you would never hear a coach say or then again

  • top ten tips when business is slow

  • to meet or not to meetwhat are the questions

  • transform your image and accelerate your success

  • turnover is not a problem

  • unleash your true potential

  • useful tips for evaluating your meeting venue options

  • value based leadership coaching

  • various aspects of the lease purchase business

  • what does an ex basketball coach know about pulling web metrics

  • what do your clients really think of you

  • what do you really want

  • what gift will you give yourself this holiday season

  • what is an artists statement how often should it be updated

  • what is a lead worth

  • what is a mission statement

  • what is executive presence

  • what is this tool used in organizations called coaching

  • what i would include in a coaching book

  • what paper or computer files should you keep

  • what rich internet marketers know that you dont

  • what the buddha says about coaches

  • what to do when your it project is late over budget and looks like its never going to work

  • when internet marketing gurus sell their soul

  • who are you mixing it with

  • who loves networking

  • who wants to be a millionaire

  • why arent you making a ton of cash as an affiliate

  • why arent you using online fitness coaching

  • why are you so busy

  • why conventional wisdom is almost always wrong

  • why do you not benefit from coaching golf tips

  • why small businesses fail or fail to thrive

  • why women talk and men dont

  • youre in charge now what

  • your ideal client

  • you might ask the question why coaching