The Competitive Advantage

November 13, 2018

Ignore the title on your business card… you’re in sales!

What is selling? Simply defined, selling is the process of influencing a buying decision. That’s it.

And guess what? Your sales people aren’t the only ones who do that. Everyone at your firm has the opportunity and responsibility to do that – particularly in regards to ensuring repeat clients.

September 11, 2018

Does Your Logo Really Make a Difference?

I was on an elevator this morning when the stranger who got on with me looked over and said, “Nice shirt!” I was wearing one of my polo shirts from The Masters Golf Tournament in Augusta, GA. This happens to me all the time when I’m wearing one of these shirts. The logo is such a recognizable image – even without the word ‘Masters’ written across it (see image) – that people seem compelled to comment on it.

What is it that makes this logo so well-known? While we can’t replicate the world-wide TV audience and golf superstars associated with the event, there still are several lessons – as business owners and marketers – that we can take from this:

March 6, 2018

Customer Service Excellence: A Real-World Lesson

I had a memorable customer service experience last week… from a company I didn’t think was capable of it.

Our firm’s email is based on the Gmail platform. On Friday, I received my monthly email invoice from Google and noticed what I thought was a discrepancy. So, I decided to send an email to Google Support to see if they could provide an answer.

I sent an email using their support system and within a couple of minutes, received the robo-response, “This is an automated email from Google Cloud Support. Case #15164139 has been created or updated.” Kinda what I thought would happen… maybe I’ll hear back from the goliath in 3 or 4 days.

And here’s where the story gets interesting. Scratch that… here’s where the story gets remarkable!