Weekly Edge

Rich man versus poor man

Heather Frame - Wednesday, October 30, 2019

Here is a great saying that we have been living by for the last few months.  It is making life easier and gives us more time to focus on what we are good at.

 Rich Men Spend Money to Save Time

 Poor Man Spend Time to Save Money

 What are you doing that is taking you away from your core focus?

3 steps to great service…

Heather Frame - Wednesday, October 23, 2019

So, when is great service really great?


Let’s say we go to a restaurant and sit down.  The waitress is polite, greets us perfectly and serves us so well we feel obligated to order a little more expensive wine.


It’s poured and served with a great skill…


We order our meal and are having a great time…


The meal arrives and it’s bad, we mean really bad.  Now, no matter how good the service, a lack of delivery reminds us that customer service is about the whole experience, not just the interaction.


It doesn’t matter how good the WOW factor is, if you can’t deliver the basics…


So, here’s our 3 steps…


  1. Deliver with consistency.  This is by far the most important of the three steps.  Every time someone calls your company, the phone should be answered the same way, the orders processed systematically, the services delivered with regularity so I can trust that you know what you are doing and I can feel good about coming back and referring my friends.  Remember, you can’t WOW a customer until you have at least satisfied them.
  2. Make it easy for people to buy.  Consistency is a start, but if you make it hard to do business with you, then no-one can ever be WOW’ed.  Everything from ability to contact people, websites, emails to payment methods, delivery choices and so on.  All of these things you need to make sure you are easier or at least as simple and easy as any of your competitors.  Ring them, go to their websites, do as much market research as you need to, to make sure buying from you is both simple and easy.
  3. WOW people.  Satisfaction is boring, you have to do something your customers don’t expect.  Check your industry and then check 3 or 4 others to find out what is now expected as standard so you can dream up a strategy to WOW people.


Remember, great service is one thing, satisfaction with what someone is buying, backed up with great WOW type service is what counts.

A touching life story.....

Heather Frame - Wednesday, October 16, 2019

Hmmm… here’s a life story that might just change the way you look at things.  It comes from http://www.indianchild.com/inspiring_stories.htm

A young man was getting ready to graduate college. For
many months he had admired a beautiful sports car in a dealer's
showroom, and knowing his father could well afford it, he told
him that was all he wanted.

As Graduation Day approached, the young man awaited
signs that his father had purchased the car.  Finally, on the
morning of his graduation his father called him into his private
study.  His father told him how proud he was to have such a fine
son, and told him how much he loved him. He handed his son
a beautiful wrapped gift box.

Curious, but somewhat disappointed the young man
opened the box and found a lovely, leather-bound Bible.  Angrily
he raised his voice at his father and said, "With all your money you
give me a Bible?" and stormed out of the house, leaving the holy

Many years passed and the young man was very successful in

He had a beautiful home and wonderful family, but realized his
father was very old, and thought perhaps he should go to him.  He
had not seen him since that graduation day.  Before he could make
arrangements, he received a telegram telling him his father had
passed away, and willed all of his possessions to his son.  He
needed to come home immediately and take care things.
When he arrived at his father's house, sudden sadness and
regret filled his heart.

He began to search his father's important papers and
saw the still new Bible, just as he had left it years ago.  With
tears, he opened the Bible and began to turn the pages.  As he
read those words, a car key dropped from an envelope
taped behind the Bible.

It had a tag with the dealer's name, the same dealer who had the
sports car he had desired.  On the tag was the date of his graduation
and the words...PAID IN FULL.

How many times do we miss out on things we desire because they are not
packaged as we expected?

What assumptions are you making?

Heather Frame - Wednesday, October 09, 2019

So often breakthroughs happen when you challenge assumptions.  In business you can’t guess what your customers want…. and, if you do, your promotions will most likely fail.  You’ve got to challenge common assumptions about your business, your customers, your prospects, etc.

 Take prospects for instance.  Most business owners assume certain things about their prospects that in many cases are way off the mark.

 In our business we challenge clients to give us proof on their assumptions.

 For example, one client said that his customers wanted the cheapest price and that this was the primary motivation in buying his product.  On closer inspection we found that sure, price was important, but confidence that the product was going to work and work long term was the key driving force that led to the sale.  Imagine if we hadn’t challenged the client?  All his marketing would have been based on price.  This happens more times than you think.

 So, when was the last time you challenged your own assumptions?  Or the assumptions of those around you?

 Remember, to get a breakthrough you often have to challenge your assumptions.

Hmmm…. Habits

Heather Frame - Wednesday, October 02, 2019

Something to make you think….


"Motivation gets you going but habit gets you there." - Zig Ziglar


Hmmm….Habits…. which ones do you have that you know you should give up?  And what new ones do you know you need to create?