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Moments of Truth in Your Business

The 1989 bestseller “Moments of Truth’ by Jan Carlzon, the former president and CEO of Scandinavian Airlines (SAS) is an oldie but a goodie. Jan defined a “Moment of Truth” as a point in time where your customers come into contact with a part of your business….a touchpoint. These touchpoints set the tone for how…
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Are You Wasting Time Saving Money?

You’re working 50 to 60 hours a week but still can’t seem to get through your workload.  You know there has to be a better way to manage your time, but you haven’t found it yet.  How often do you get to the end of a day when you’ve worked really, really hard, but you…
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How to Lead Your Team

Not long ago, in the days before Covid-19, we ran a workshop with over 100 business owners in the room and I asked a very simple question. “Who in this room is happy to put up their hand and call themselves a leader?” Now out of 100 business owners in the room I reckon we…
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Ask Your Customers to Buy More

One of the quickest ways to improve sales is simply to ask your customers to buy more. Let me tell you a little story. I was in the market for a bike some time ago. I got recommended to a bike guy, I went to his bike shop and the experience was great. He picked…
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Systems Set You Free

You’ve fallen into the trap of doing it yourself rather than getting your people to do it and messing it up.  You are constantly interrupted to help others do their job. You’ve been working at your business for years but every time one of your key people gets sick, or goes on holidays, you get…
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You Just Can’t Get Good People

“You just can’t get good people”… Have you ever said this?  Normally you say this when exasperated by something one of your staff members has just done. Well guess what?  You get the people you deserve.  That’s right – you get the people you deserve. It’s human nature for us to blame others when something…
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Why Clients Leave You

Some time ago we referred a friend of ours to a builder.  This friend wanted to do a major renovation of her home. The builder we referred was excellent at his craft and had built a house for one of our clients.   Our friend went ahead with the builder we referred. About 6 weeks after…
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Why you Don’t Want Satisfied Customers

Satisfied customers will NOT build you a great business…you need something more!  Hands up if you want “satisfied customers”?  It’s a question we ask in all our workshops on customer service.  Invariably most of the hands in the room go up. But do you really want satisfied customers?  When was the last time you raved…
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The Number 1 Thing that Stops you From Selling

Sales are the lifeblood of your business.  If no-one makes a sale, you have no business. BUT… Most people hate selling.  They hate it with a passion. They hate being called a Salesperson.  In fact, they hate anything “Salesy”. This is because most people feel that to be a salesperson is to be…  pushy,  self-interested, …
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Do Your Customers Talk About You?

Hopefully they do…but what are they saying?  In our experience there are only two ends of the spectrum that your customers will talk about…GOOD or BAD. No one talks about the bit in the middle! You see the bit in the middle is just the average level your customers expect to get.   Let’s look at…
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There’s Cash Hiding in Your Business

You’re making lots of sales and you’re really busy but there doesn’t seem to be much profit or cash left at the end of the month. This is such a frustrating problem because you’re doing so much hard work yet reaping no rewards for it. You can probably relate to the story below… A client…
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