MSP Client Experience: Do Your Clients Feel Better, or Just Fixed?
A real question from an MSP audience member that exposes the emotional blind spot in today’s service delivery Last week, I was in Dallas speaking at the Annual TMT Boot Camp. My workshop was called Beyond the Bot: The 5 Human Skills That Protect Your Clients, Your Culture, and Your Bottom Line. I expected […]
What Else Builds Connection Besides Lunch?
5 Free Ways to Strengthen Client Relationships and Improve SG&A As an owner of a small business and coach for small business owners and leaders, I am always analyzing expenses and profits. Today, let’s talk about SG&A — that’s Selling, General, and Administrative Expenses. These are the everyday costs of running your business that aren’t […]
It Wasn’t the Milk. It Was the Message.
PHOTO CREDIT: Hans Isaacson on Unsplash+ A simple latte, a missed opportunity, and what it reveals about how small businesses lose client loyalty Last Sunday, I ordered two iced almond milk lattes at a busy coffee shop in Grand Central Station in New York City. My daughter and I were heading back to Rhode Island […]
The Power of a Handwritten Thank-You
Why small touches lead to lasting loyalty in business. I wasn’t expecting it. A few days after shopping at Talbots, I opened my mailbox and there it was—a simple, handwritten note from one of the sales associates. Not an email. Not a promotional text. A real note. On paper. Written by hand. It said thank […]