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ProTip: Sticking Your Foot in the Door (Carefully)

Posted by Michelle Nitchie

Aug 1, 2017 9:04:00 AM

Foot in the Door.jpg

"If you accept this price, I'll have a lot more work for you in the future."  Agree to this deal only if the following points are true:

  • You get the commitment to future business in writing. 
  • You know exactly how much future business there will be and exactly how much of it will come your way.  
  • You can afford to do the work or provide the goods at the lower rate.

Michael C. Donaldson, Negotiating for Dummies

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Topics: Business Skills, Negotiation, Decision Making

ProTip: What's Your Brand Mean?  Ask Your Customers.

Posted by Michelle Nitchie

Jun 13, 2017 9:04:00 AM

Brand is What Your Customers Think of You.png

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Topics: Business Skills, Branding, Leadership and Management

ProTip: Leaders Are Part of the Team, Too

Posted by Michelle Nitchie

May 2, 2017 9:04:00 AM

Coach by Example.pngWhat is good leadership?  It starts with leading by example.  Don't expect your staff to do something if you're not doing it yourself.  Absolutely every single thing you ask or require of your staff you must also be willing to do yourself.  This doesn't mean you need to do their jobs, but it does mean you should know how to and you should be willing to pitch in when necessary.  It also means you need to abide by all of the same rules, and you must be consistent.  Many owners try to justify their bad behavior by telling me, "Yeah, but I am the boss."  But all that their employees see is a boss who is lazy and two-faced.  You can't exempt yourself just because you're in charge.

-Tabatha Coffey, Own It!

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Topics: Business Skills, Culture, Honesty and Trust, Leadership and Management

ProTip: Are You Trying Too Many Things at Once?

Posted by Michelle Nitchie

Apr 11, 2017 9:04:00 AM

Many_Initiatives.jpgThe financial and human resources needed to fulfill the mission of any initiative - be it one that pertains to customer experience or to some other area of the organization - are always in short supply.  Even if they aren't, the problems of time and attention still remain.  For example, just because you have the money to do something doesn't mean you have the time or the organizational "bandwidth" to do it.  Attempting to juggle multiple initiatives - even just a few - significantly affects employees throughout the organization.

- Roy Barnes and Bob Kelleher, Customer Experience for Dummies

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Topics: Business Skills, Goals, Time Management, Leadership and Management, Expectations

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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