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24
May
Read MoreFinding and keeping your best employees
I think one of the most overused words in job ads is this: passionate. I’ve lost count of the number of job ads by small businesses, looking for a candidate who is “passionate” about the advertised role, business or industry. Well, sorry, but in most circumstances you can’t expect an employee to be passionate about your business. That is something usually reserved for the owners, entrepreneurs or socially minded individuals.
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22
May
Read MoreIs your physical store a victim of ‘showrooming’?
How can retailers stop online shoppers treating their physical stores as try-before-you-buy showrooms? People have been buying books and music online for years, but most shoppers still don't like to buy everything sight-unseen. They still want to try on a jacket, road-test a pair of shoes or heft a new notebook for weight before they hand over their money. So they head over to the local shopping centre to try before they buy.
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13
May
Read MoreHow to compete with the buying power of big businesses
In my town of 5,000 people, there are 2 supermarkets (a Woolworths and an IGA). There are also two butchers, a fruit and veg shop and a couple of bakeries, all of which are flourishing. How is this possible? Surely the buying power of the big boys would force the small, local operators out of business?
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18
Apr
Read MoreWhy difficult customers are good for business
The first thing to remember about difficult customers is that they always pop up at a difficult time. (Think Murphy’s Law) Usually, they will appear when you are busy working on a complicated proposal or when you’re already dealing with another customer. They might end up insulting one of your staff. Our normal reaction is to be defensive. Not because we are nasty or we don’t want to serve the difficult customer, but because we are human. We get stroppy or avoid conflict. It’s called the fight or flight response.
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27
Mar
Read MoreNeed more sales? Organize your customer database
You may have heard that acquiring a new customer can cost you up to 10 times more than the cost of retaining an existing one, but an unorganized customer database can lead to poorly allocated advertising dollars. I know databases aren't the sexy end of marketing, but I’m a second-generation database marketing geek — and all the strategic decision making and analytics that comes out these babies gets me excited.
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19
Mar
Read MoreGreat customer service comes in little packages
I’m planting a tree next week. Not unusual, except … I’m planting it at work. Not a sapling, either. I plan to raise it from seedling. So why am I doing it, you may wonder? It’s not a KPI I’m judged on. It’s not going to help me in my day-to-day duties. In fact, I’m not going to be around long enough to see it grow, as MYOB is relocating its Melbourne office in May. So … why?
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