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7 Business Growth W.O.W.® Tactics for Increased Market Share

Here are Seven Business Growth W.O.W.® tactics for increased market share that you can deploy now: 1. Rule 1-12-50© – The first portion of every month (hence the number 1), consistently every month (hence the number 12), identify a population index upwards of fifty (hence the number 50) key customers or emerging customers and provide [...]

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6 Tips for Keeping Your Cool When Customers Get Hot

1. Be assertive – not aggressive or passive. My definition of assertion is simple: “Say what you mean, mean what you say, and don’t be mean when you say it.” Let this rule guide your conversations with all customers and you will always be confident, cool, and in control AND you’ll always be professional. 2. [...]

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5 Things NOT to Do With Upset Customers

A couple of months ago I had a small kitchen fire in my home. All is well now, but for a few days my family and I camped out in a hotel room and once we returned home we had no oven (it was destroyed in the fire) so we were forced to eat every [...]

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Creating a Call Center Script

At the beginning of my creative career, I volunteered as an overnight deejay at a college radio station. I loved playing the music and interacting with insomniac listeners, but I got a real kick out of reading the news. I would tear copy straight off the wire service printer and if I was lucky, I [...]

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