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Value Creation Blog

Email Doesn’t Replace Phones - Customer Service

serviceI’m more than a little frustrated and just want to rant a little. I’m sick and tired of your software company if you think that using email and chat is a replacement for the phone when you provide customer service. When I contact you, I have a problem. I don’t have time to wait for a day or two for you to get around to solving my problem.

When I end up calling support with a problem I don’t have warm and fuzzy feeling about your company. When you force me to send you an email which you don’t respond to or chat with someone who can’t resolve the issue it makes we want to discontinue our relationship.

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Topics: communication, build trust, Customer Service


Wealth Management Is Too Confusing!

confusingThe term “wealth management” has a different definition for everyone I talk with. For some it means managing money. For others it might mean doing estate planning. For still others it might mean asset protection planning.  

There are probably over fifteen or twenty discreet areas that you can call wealth management. If you’ve ever gone through a true financial planning process it’s likely that your planner provided all fifteen or more areas for you to consider. I also bet you had no idea where to start.

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Topics: communication, wealth management, build trust, personal value


5 Things To Help You Through Change

navigating_changeAnytime we go through a major life change we’re moving from the old us to the new us. There’s a period of time where everything feels out of sorts. We might feel that we’ll never move out of this stage. Sometimes we just plainly get stuck. Here are 5 things to think about if you’re going through this process.

Understand it’s not permanent.

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Topics: communication, financial planning, build trust, asking why, Change


The Word Should Is Evil

new slash should resized 600Yes, this is strong language.  It’s even a little outrageous.  If you use the word should you’re doing yourself a disservice. 

I know that when someone tells me they should do something or I should do something I immediately turn them off.  If you do this enough with other people they turn you off.  After a while people stop listening to what you’re saying.  That’s just the way it works.

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Topics: business coaching, communication, build trust


If It Works Does It Make It Right?

pop upsI have a private war going on.  It’s aimed at pop-ups in websites that ask you to do something.  It’s a private war and one I’m pretty sure I won’t be winning.  I find pop-ups obnoxious and have had some interesting experiences with owners of those sites.

A personal story.

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Topics: mission vision values and goals, build trust, communication skills


Do You Manage Your Conflicts Of Interest?

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Topics: business coaching, communication, build trust


Want To Build Trust, Be A Good Listener

trust resized 600This was a hard lesson for me to learn.  It took me years before I figured out that there was a link between trust and listening well.

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Topics: value creation, communication, build trust


What Makes A Great Tribe?

TRIBE resized 600I often write about the concept of tribes.  You might call it a community.  I like the term tribe better because it brings an image in my mind of a group of people moving in a particular direction.

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Topics: create tribes, build trust, niche


Do You Guarantee Your Work?

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Topics: value creation, business relationship management, build trust, selling, professional relationships


5 Ways To Make Yourself More Referable

Accountability resized 600You’re heard it before and you know it’s true.  Referrals are how you grow your business.  Businesses that get referrals are easier to run, have an easier time getting new clients, keep the clients they have, and are often more profitable.  You would like to just snap your fingers and have an unending stream of referrals fall in your lap.

I must get at least one email a day promising me that if I just sign up for their program referrals will come flooding in.  Even better, I won’t have to do any work for this to happen.

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Topics: communication, business relationship management, build trust


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