So, Here's My Story...

Are there any places in your business where you are falling short of expectations? You might be surprised. There are elements of service and care that, when present, make little impact. Yet when they are absent, they can make all the difference in how clients feel about you and your business. Miss them, and you might be telling clients not to return. Why is that important for business? It’s important to do periodic audits of the customer or client experience – are there any ways you are communicating the message that you care only until they’ve signed on the dotted line or paid the invoice? Are there ways you are telling your most precious asset – your existing client base – that you are going to squeeze every single dollar from them that you possibly can? This can be especially apparent when we try to make expense cuts. By adding a new line item to your invoice – one of the few documents you can be sure every client will scrutinize – you might be conveying a message that doesn’t make the client feel like rem