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Value Creation Blog

What’s Your Red Velvet Rope Policy

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Topics: Customer Service


Do You Want Your Customers To Love You?

customersloveI already know the answer to this question. Of course you want your customers to   love you. After all, isn’t that one of the reasons you decided to get into business?

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Topics: Customer Service


Have You Screwed Up Recently?

customer_service_2I’m talking about customer service that is.  When everything clicks and you’re delivering service that your customers expect you don’t know how good or bad you are.  You only know that you’re not getting complaints.

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Topics: Customer Service, repeat customers, customer delight


Do You Know What Keeps You From Connecting With Your Customers?

connection.jpgBy connect I mean emotionally connect.  If you’re emotionally connecting your customers don’t see you as authentic.  It might be one of the reasons you have more customer turnover than you want.

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Topics: relationship, Customer Service, customer delight


Vermont Tips for Wealth Management: Be Humble, Learn From The Best!

learningI’m lucky.  I’ve had the chance to learn from some of the best minds in the country.  Sometimes I’ve found these people through industry connections, sometimes through classes and sometimes it’s been through books.

How I started my quest.

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Topics: learning experiences, Customer Service, business management


Why Customer Service Matters?

customer_serviceI know this isn’t a big surprise.  I’m a huge fan of Apple.  I’ve been a customer since 1978 when I bought my first Apple II.

One of the things that keep me as a customer is their technical support.   They’ve thought through the process of support from their customer’s point of view.  And in the process they’ve decreased their cost.

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Topics: Customer Service, repeat customers, customer delight


Is The Customer Really Always Right?

july_1Those who have known me for a long time are scratching their heads right now.  They’re probably asking themselves, “has Patrick lost his mind?”  They can’t believe I’m actually asking this question.

No, I haven’t lost my mind.  I’ve seen too many businesses say yes when they need to say no.  Saying no isn’t just for potential customers; it’s for the customers you serve today.

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Topics: wealth management, Customer Service, creating value


Is Your Company Credible? - Customer Service

blog_june_2I’ve been complaining for a long time about the lack of good customer service.  Too often I do business with a company only to be sorely disappointed.  If your company isn’t credible, how can you expect repeat buyers?  And we all know that without repeat buyers it’s very difficult for your business to prosper.

It all starts with being trustworthy.

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Topics: Customer Service, repeat customers, creating value


What Language Do You Use With Others? - Personal Growth

language_barrierThis question is about the type of language you use when you’re talking with others. Understanding how the language we use affects others is a key in building rapport and trust.

Every industry that I’m involved with has it’s own language. This language is often referred to as jargon by those outside the industry. Unless someone is part of your group, it’s often best to adopt their language and leave yours behind.

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Topics: business coaching, communication, Customer Service


Do You Really Want To Say No? - Customer Service

say_noI often write about the power of the word no. There can be a problem with that word which causes unintended consequences. When you say no to people it can cause you some real problems. Sometimes people get angry when you say no. Sometimes they get more than angry they go ballistic.

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Topics: communication, niche business, Customer Service


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