MADISON COMMERCIAL REAL ESTATE SERVICES MADISON COMMERCIAL REAL ESTATE SERVICES
#347


The Power of Promises in Business – Part 2

The Cost of Broken Promises and Path to Keeping Them

Research by Accenture has confirmed what most smart business people have long believed to be true:  broken promises hurt business.  Day in and day out, many businesses make overt or implied promises to customers.  Often, those promises are intentionally, carelessly or inadvertently broken.  In any given year, nearly half of customers have a promise broken by a company with which they do business.  Of those, almost two thirds report companies breaking multiple promises.  Some industries are more habitual in breaking promises than others.  

What is the actual impact of broken promises on business?  Logic dictates that broken promises erode trust between the customer and the business.  But do broken promises actually cause customers to stop doing business with a company?  Is just one broken promise enough to cause a loyal customer to go elsewhere with his business or does it take multiple offenses?  Research indicates that this is an area that should be of prime concern to business owners, CEOs, CFOs, Controllers and anyone who is focused on a company’s bottom line.  There is a very strong, direct relationship between customer erosion and broken promises. 

The Bad News

If nothing else, here is a number that every person in business or leadership should know:

90% of all customers who encounter a broken promise in dealing with a company ultimately either switch companies or seriously consider doing so.

Here is the breakdown.  Of the nearly half of customers who experience a broken promise in a given year, 38% do actually switch to doing business with another company soon after.  Another 10% will keep working with the promise-breaking company but move some of their spending to a competitor (presumably to test them out before making a full switch).  Another 42% begin to think about switching to another company.  Only 10% live with the broken promise and keep doing business with that company without it threatening their loyalty.  That means that nine out of every 10 customers who experienced a broken promise are in jeopardy of defecting to a competitor.

Just how much of a particular company’s business this jeopardizes depends on how many promises a given company’s employees are making-and-breaking and in what industry the business is.  Although the telecommunications industry is the greatest offender of broken promises (as we discussed last week), ironically it is not the industry that has the most defectors.  About 65% of all customers who experienced a broken promise in the automotive industry subsequently switched companies.  Here is the breakdown according to Accenture:

After a broken promise: By industry:
65% of customers defected Automotive
50% of customers defected Travel & Tourism
42% of customers defected Retail Consumer Goods
38% of customers defected Banking and Insurance
37% of customers defected Healthcare
36% of customers defected Government agencies
30% of customers defected Telecommunications
28% of customers defected  Utilities - Gas and Electric

It is unfair that the industry which reportedly broke promises to its customers the most – telecommunications – had one of the lowest customer defection rates.  However, it probably makes sense since it is complicated to switch phone carriers and cell phone contracts often involve work and family plans.  That said, all industries experienced a significant volume of customer defection from within the ranks of customers that experienced at least one broken promise.  Since most companies aren’t even aware that employees are regularly making-and-breaking promises casually, the behavior goes unchecked and the company bleeds customers like a burst artery.  Moreover, if a company considers the amount of money spent in sales and marketing to acquire new customers to replace customers that it is losing through broken promises, this pipeline of lost customers represents a very significant hit to the bottom line.

The Really Bad News

Perhaps the biggest problem related to customer defection due to broken promises has to do with the timeframe in which customers switched to a competitor.  In most cases, the switch to a competitor did not happen overnight.  Very few customers who experienced a broken promise – only 2% to 28% -- discontinued or cancelled service with that company immediately after a promise was broken.  The average was 10%.  However, up to two+ years after experiencing a broken promise, 20% to 50% of all customers had taken their business to another company.  The greatest surge in defection happened from six months up to two years after the promise was broken.  Thus, the damage done by employees breaking promises today can impact customer loyalty for years to come.  Ironically, customers may be drawn away from one company to another by the promise of better outcomes even if in reality the next company’s ability to keep promises is just as poor. 

For the bean counters and number crunchers, broken promises have another negative impact to the bottom line besides a direct loss of customers and an increase to the cost of sales and marketing efforts.  Broken promises also increase the cost to service the customer.  Service breakdowns invariably raise interaction volumes across all channels and prolong those interactions with the company.  Each interaction with the customer costs the company money.  Unresolved issues can escalate drawing more and more upper level staff into the mix, and invariably spills over into social media channels which then makes future sales and marketing efforts even harder and more expensive.  The hits to the bottom line are numerous and painful.

The Good News

Although these facts and figures related to broken promises seem dismal, there is some good news.

First, the relationship between promises and loyalty is good news for companies really focused on keeping the promises it makes to its customers,   Such companies not only keep its current client base, but can benefit from the bad habit of other companies to break promises enticing their customers to switch.  If nearly half of all customers are experiencing a broken promise within a year and up to half of those people are defecting to a competitor within about two years after that, companies that keep promises should find it easy attract those customers.  It would be like shooting fish in a barrel.  

Also, some companies see broken promises as an opportunity to improve their own internal processes.  While some companies think that the way to solve the ‘broken promises problem’ is to avoid making any promises, other companies take the opposite approach.  They believe it is important to make promises to customers.  If promises are then broken, the first step is to know what promises were made and then to understand why were they broken.  Proactive companies see a broken promise as the canary in the coal mine: an indicator that there’s something wrong with a business process.  

Indeed, in an article for American Express’ Open Forum blog, Daniel Markovitz cited a “large construction company that tracks all its broken promises, identifies the reasons for the missed commitments, and puts them up on the wall for all to see." According to Markovitz, the company’s reason for posting the information wasn’t to assign blame or shame the staff person who broke the promise.  It was done to identify common issues and engage the team in productive problem solving in order to avoid repeating it.  Broken promises can be used as a learning opportunity instead of sweeping problems under the rug or compensating for them by making superhuman efforts to get the job done anyway.

How to Keep Promises
There are steps a company can take to ensure that the promises it makes to customers are kept.   A company that is focused on keeping promises will:

  1. Build a service-oriented environment where every employee understands what it means to focus on service.
  2. Streamline processes to eliminate recurring problems.
  3. Utilize technology to help maximize the understanding of each client’s needs.
  4. Teach employees to truly listen well.
  5. Implement customer satisfaction surveys to help get greater insight into what customers really think.
  6. Embrace any tools or technology that provides analytics of customer behavior, including online, on the phone and in person.

If the name of the game is to increase client satisfaction, add repeat business and maintain customer loyalty (and avoid losing existing customers to the competition), then the number one goal of all business strategies should be to avoid breaking promises at all cost.  It can be the one thing that sets a business apart from its competition and helps it differentiate itself from the rest.

QUOTE OF THE WEEK

"It is easy to make promises - it is hard work to keep them." Boris Johnson

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Issue #347 THE POWER OF PROMISES IN BUSINESS – PART 2 Sep 29
Issue #346 THE POWER OF PROMISES IN BUSINESS – PART 1 Sep 22
Issue #345 THE CONNECTION BETWEEN HAPPINESS AND PLACE Sep 15
Issue #344 THE MOST UNDERESTIMATED, UNDERVALUED AND NEEDED SKILL IN BUSINESS – PART 2 Sep 08
Issue #343 THE MOST UNDERESTIMATED, UNDERVALUED AND NEEDED SKILL IN BUSINESS – PART 1 Sep 02
Issue #342 MANAGING STAFF VACATIONS DURING THE DOG DAYS OF SUMMER Aug 25
Issue #341 THE ROAD TO EMPLOYEE PRODUCTIVITY IS PAVED WITH HIGH EXPECTATIONS Aug 18
Issue #340 WHEN A COMPANY’S BRAND SENDS MIXED SIGNALS – PART 2 Aug 11
Issue #339 WHEN A COMPANY’S BRAND SENDS MIXED SIGNALS – PART 1 Aug 04
Issue #338 ON YOUR MARK. GET SET. START. Jul 28
Issue #337 APPETIZING ALLIANCES: THE INGREDIENTS OF A SUCCESSFUL PARTNERSHIP Jul 21
Issue #336 REDEEMING REPUTATION IN THE DIGITAL REALM – PART 2 Jul 14
Issue #335 REDEEMING REPUTATION IN THE DIGITAL REALM – PART 1 Jul 07
Issue #334 DO LESS: EIGHT THINGS TO GIVE UP - PART 2 Jun 30
Issue #333 DO LESS: EIGHT THINGS TO GIVE UP - PART 1 Jun 23
Issue #332 TRAVEL ETIQUETTE: DOS, DON’TS, AND SUPER DON’TS Jun 16
Issue #331 SPECIALIST OR GENERALIST? Jun 09
Issue #330 ATTENTION DEFICIT, PART 2 Jun 02
Issue #329 ATTENTION DEFICIT, PART 1 May 27
Issue #328 THE POWER OF A-B TESTING - PART 2 May 19
Issue #327 THE POWER OF A-B TESTING - PART 1 May 12
Issue #326 WHEN TO LEAD, FOLLOW OR GET OUT OF THE WAY May 05
Issue #325 FORGET THE ‘SALES PITCH’… THE SEVEN CS OF COLLABORATIVE SALES CONVERSATIONS Apr 28
Issue #324 EFFECTIVE EMAIL MARKETING IN 2014 – PART 3 Apr 07
Issue #323 EFFECTIVE EMAIL MARKETING IN 2014 - PART 2 Mar 31
Issue #322 EFFECTIVE EMAIL MARKETING IN 2014 - PART 1 Mar 24
Issue #321 CLEAN DATA IS THE FIRST STEP TO EFFECTIVE SALES AND MARKETING Mar 17
Issue #320 HOW ARE SMARTPHONES REVOLUTIONIZING BUSINESS? - PART 2 Mar 10
Issue #319 HOW ARE SMARTPHONES REVOLUTIONIZING BUSINESS? - PART 1 Mar 03
Issue #318 SALES 2014 - PART 2 Feb 24
Issue #317 SALES 2014 - PART ONE Feb 17
Issue #316 CUSTOMER SERVICE: SWEATING THE SMALL STUFF Feb 10
Issue #315 MEASURE MARKETING EFFECTIVENESS Feb 03
Issue #314 FIVE GOALS FOR YOUR WORKPLACE IN 2014 - PART 4 Jan 27
Issue #313 FIVE GOALS FOR YOUR WORKPLACE IN 2014 - PART 3 Jan 20
Issue #312 FIVE GOALS FOR YOUR WORKPLACE IN 2014 - PART 2 Jan 13
Issue #311 FIVE GOALS FOR YOUR WORKPLACE IN 2014 - PART 1 Jan 06
Issue #310 THE POWER OF PERSONAL INVOLVEMENT Dec 30
Issue #309 STORYTELLING = MARKETING Dec 23
Issue #308 CHOOSING THE RIGHT EMPLOYEE PERFORMANCE REVIEW METHOD… OR METHODS Dec 16
Issue #307 PROFITING FROM MISTAKES Dec 09
Issue #306 THE MARRIAGE OF PR AND SEO Nov 18
Issue #305 SKILLS FOR SUCCESS - PART 4 Nov 11
Issue #304 SKILLS FOR SUCCESS - PART 3 Nov 04
Issue #303 SKILLS FOR SUCCESS - PART 2 Oct 28
Issue #302 SKILLS FOR SUCCESS - PART 1 Oct 21
Issue #301 FAKE REVIEWS - PART 2 Oct 14
Issue #300 FAKE REVIEWS - PART 1 Oct 07
Issue #299 DRESSING FOR SUCCESS Sep 30
Issue #298 UNTYING THE K"NOTS" Sep 16
Issue #297 THE SCOOP ON LINKEDIN’S SKILL ENDORSEMENTS FEATURE Sep 09
Issue #296 WARNING: SELFISHNESS IS BAD FOR YOUR HEALTH Sep 03
Issue #295 EMBRACE OFFICE ORGANIZATION Aug 26
Issue #294 101 QUESTIONS TO ASK WHEN CONSIDERING MARKETING STRATEGIES Aug 19
Issue #293 IN SEARCH OF THE BEST MARKETING CHANNEL Aug 12
Issue #292 POISON PILL: HOW TO DEAL WITH A TOXIC EMPLOYEE Aug 05
Issue #291 THE POWER OF A WINNING SMILE Jul 29
Issue #290 CONFIDENTIALITY IN THE WORKPLACE Jul 22
Issue #289 TO GET SATISFIED CUSTOMERS, START BY CONTROLLING EXPECTATIONS Jul 15
Issue #288 HE BEST TIME TO WORK: EARLY BIRDS, NIGHT OWLS AND INTERMEDIATES Jul 08
Issue #287 MANAGING EMPLOYEE REQUESTS FOR TIME OFF Jul 01
Issue #286 BUSINESS TRAVEL TIPS Jun 24
Issue #285 PART 2 - SLEEP: THE ULTIMATE MEMORY ENHANCER Jun 17
Issue #284 MIND MATTERS: PART 1: MEMORY REDUCERS AND MEMORY KILLERS Jun 10
Issue #283 TIME TO PREPARE Jun 03
Issue #282 IT’S SHOWTIME: PART 2 - MAKING THE MOST OF THE SHOW May 27
Issue #281 IT’S SHOWTIME… ALMOST! PART 1 - PREPARING TO GO TO THE SHOW May 20
Issue #280 SIX-STAR SERVICE: PART 2-ACHIEVING AND MAINTAINING SIX-STAR SERVICE May 13
Issue #279 SIX-STAR SERVICE: PART 1- HOW IS GOOD SERVICE DEFINED? May 06
Issue #278 SERVICING THE INTERNAL CUSTOMER Apr 29
Issue #277 WHY MULTITASKING ACTUALLY REDUCES EMPLOYEE PRODUCTIVITY AND PRECISION Apr 22
Issue #276 IS PRIDE A QUALITY OR FLAW AT WORK? Apr 15
Issue #275 BUILD CONFIDENCE Apr 08
Issue #274 THE NEED TO LEAD Mar 25
Issue #273 EMPLOYEE LOYALTY: A BALANCING ACT BETWEEN WORKPLACE DEMANDS AND EMPLOYEE NEEDS - PART 2 Mar 18
Issue #272 EMPLOYEE LOYALTY: A BALANCING ACT BETWEEN WORKPLACE DEMANDS AND EMPLOYEE NEEDS – PART 1 Mar 11
Issue #271 PERSPIRATION: THE ROLE OF HARD WORK IN SUCCESS Mar 04
Issue #270 MOTIVATION AND INSPIRATION: TWO KEY INGREDIENTS FOR SUCCESS - PART 2 Feb 25
Issue #269 MOTIVATION AND INSPIRATION: TWO KEY INGREDIENTS FOR SUCCESS - PART 1 Feb 18
Issue #268 RECOMMENDATIONS: TO GIVE OR NOT TO GIVE Feb 11
Issue #267 GETTING RECOMMENDATIONS Feb 04
Issue #266 SUPER SALESMANSHIP Jan 28
Issue #265 THE AMAZING POWER OF HABITS - PART 3 Jan 21
Issue #264 THE AMAZING POWER OF HABITS – PART 2 Jan 14
Issue #263 THE AMAZING POWER OF HABITS - PART 1 Jan 07
Issue #262 A SUCCESSION PLAN Dec 31
Issue #261 COUNT BLESSINGS EVEN IN TOUGH TIMES Dec 17
Issue #260 TEN TIPS FOR GIVING GIFTS TO CLIENTS Dec 10
Issue #259 DOES PRACTICE MAKE PERFECT? Dec 03
Issue #258 PREVENTING HUMAN ERROR Nov 26
Issue #257 UNKNOWN UNKNOWNS: WHEN YOU DON’T KNOW WHAT YOU DON’T KNOW Nov 19
Issue #256 TEN STRATEGIES FOR DEALING WITH PROLONGED STRESS Nov 12
Issue #255 HOW A COMPANY’S REPUTATION IMPACTS ITS ABILITY TO ATTRACT AND RETAIN TOP TALENT Oct 29
Issue #254 BEYOND ABSENTEEISM – PART 2 Oct 22
Issue #253 BEYOND ABSENTEEISM – PART 1 Oct 15
Issue #252 THE COST OF EMPLOYEE TARDINESS Oct 10
Issue #251 WHAT IS BRAND SOCIAL CURRENCY? Sep 24
Issue #250 FORGIVENESS AT WORK PART 2 Sep 19
Issue #249 FORGIVENESS AT WORK PART 1 Sep 10
Issue #248 ALL IN A DAY’S WORK: VALUING WORKERS BY UNDERSTANDING WHAT WORKERS VALUE Sep 04
Issue #247 WHAT DRIVES A BRAND’S VALUE? Aug 27
Issue #246 BRAND REPUTATION: RUINS, REVIVALS AND DAMAGE-RESISTANT. PART 2 Aug 20
Issue #245 BRAND REPUTATION: RUINS, REVIVALS AND DAMAGE-RESISTANT.PART 1 Aug 13
Issue #244 SOMETIMES ALL THAT IS NEEDED IS A FRESH START Aug 06
Issue #243 PASSIVE, AGGRESSIVE OR ASSERTIVE? Jul 30
Issue #242 NEVER BORROW SORROW FROM TOMORROW Jul 23
Issue #241 THE BENEFITS OF ANTICIPATION Jul 16
Issue #240 WHAT A COMPANY’S WEBSITE SAYS ABOUT THAT COMPANY Jul 09
Issue #239 WHAT DO SEARCH ENGINES VALUE IN WEBSITES? Jul 02
Issue #238 WHY SEO SHOULD MATTER TO EVERY BUSINESS Jun 25
Issue #237 PROTECTING ACCOUNTS AND PRIVATE INFORMATION Jun 18
Issue #236 TO THE POINT: THE POWER OF BEING CONCISE Jun 11
Issue #235 EXCELLENCE VERSUS GOOD ENOUGH Jun 04
Issue #234 FALLING ON DEAF EARS May 28
Issue #233 BREAKING THE DESK-ACHE BLUES May 21
Issue #232 THE DISADVANTAGES OF HAND-HELD DEVICES May 14
Issue #231 THE DOWNSIDE OF UNFETTERED INTERNET USE AT WORK May 07
Issue #230 SPRING CLEANING YOUR MARKETING - PART 2 Apr 30
Issue #229 SPRING CLEANING YOUR MARKETING - PART 1 Apr 23
Issue #228 PRAISE PAYS Apr 16
Issue #227 SLEEP YOUR WAY TO SUCCESS - PART 2 Apr 09
Issue #226 SLEEP YOUR WAY TO SUCCESS - PART 1 Apr 02
Issue #225 WHAT MAKES A VIDEO GO VIRAL? - PART 2 Mar 26
Issue #224 WHAT MAKES A VIDEO GO VIRAL? - PART 1 Mar 19
Issue #223 WHEN BUSINESS SYSTEMS FAIL Mar 12
Issue #222 PERSNICKETY OR PERFECTIONIST? Mar 05
Issue #221 KEEPING ALL THE PLATES SPINNING Feb 27
Issue #220 KEEPING ALL THE PLATES SPINNING Feb 20
Issue #219 INFLEXIBILITY Feb 13
Issue #218 THE "NO" PROBLEM Feb 06
Issue #217 THE POWER OF PROCRASTINATION Jan 30
Issue #216 BE UNREASONABLE!! Jan 23
Issue #215 COMPETITION: THE BEST MEDICINE Jan 16
Issue #214 SOMETHING OLD; SOMETHING NEW; SOMETHING BORROWED... AND NOW SOMETHING TRUE BLUE Jan 09
Issue #213 AFTER SOMETHING OLD AND SOMETHING NEW... SOMETHING BORROWED Jan 02
Issue #212 SOMETHING OLD. SOMETHING NEW. Dec 26
Issue #211 WORDS OF WISDOM FROM STEVE JOBS – PART 3 Dec 19
Issue #210 WORDS OF WISDOM FROM STEVE JOBS – PART 2 Dec 12
Issue #209 WORDS OF WISDOM FROM STEVE JOBS – PART 1 Dec 05
Issue #208 ONE THING: EVERY BUSINESS SHOULD FIND THEIRS Nov 28
Issue #207 THANKFULNESS: THE PRESCRIPTION FOR HEALTH, SUCCESS AND HAPPINESS Nov 21
Issue #206 DOES CUSTOMER RESPONSE TIME MATTER? Nov 14
Issue #205 LEVERAGING LINKEDIN – PART 6 Nov 07
Issue #204 LEVERAGING LINKEDIN – PART 5 Oct 31
Issue #203 LEVERAGING LINKEDIN – PART 4 Oct 24
Issue #202 LEVERAGING LINKEDIN – PART 3 Oct 17
Issue #201 LEVERAGING LINKEDIN – PART 2 Oct 10
Issue #200 LEVERAGING LINKEDIN – PART 1 Oct 03
Issue #199 BUSINESS LESSONS LEARNED FROM BORDERS Sep 26
Issue #198 UNCOMMON COURTESY Sep 19
Issue #197 EMERGENCY PREPAREDNESS Sep 12
Issue #196 LIFELONG LEARNING Sep 05
Issue #195 WHEN THINGS GO WRONG Aug 29
Issue #194 THE AGE OF ENGAGEMENT Aug 22
Issue #193 THE POWER OF SUBTLE SUGGESTIONS Aug 15
Issue #192 THE PRUDENCE OF PREVENTION Aug 08
Issue #191 THE VALUE OF PROPER ONBOARDING Aug 01
Issue #190 EXERCISE YOUR WAY TO SUCCESS: PART 2 Jul 25
Issue #189 EXERCISE YOUR WAY TO SUCCESS: PART 1 Jul 18
Issue #188 TEN TIPS FOR A SMOOTHER VACATION Jul 11
Issue #187 VACATION ELATION Jul 06
Issue #186 PERCEPTION IS NOT REALITY… BUT IT MATTERS A LOT Jun 27
Issue #185 AN ATTITUDE OF GRATITUDE Jun 20
Issue #184 TOP 8 MOST UNDERRATED QUALITIES Jun 13
Issue #183 THE ART OF GOOD TIMING Jun 06
Issue #182 FIRST-DAY EXCITEMENT EVERYDAY May 30
Issue #181 SMART, CLEVER OR WISE? May 23
Issue #180 USING PAST ADVERSITY TO FUEL PERSEVERANCE May 16
Issue #179 TECHNOLOGY AND THE DIGITAL HUMAN May 09
Issue #178 THE DIGITAL DIVIDE: PART 2 May 02
Issue #177 THE DIGITAL DIVIDE: PART 1 Apr 24
Issue #176 WINNING WEBSITES: WHEN AN “F” IS AN A+ Apr 18
Issue #175 EYE DO DECLARE: THE GOOGLE EFFECT AND THE GOLDEN TRIANGLE Apr 11
Issue #174 THE VALUE OF A THIRD-PARTY ENDORSEMENT, PART 4 Apr 04
Issue #173 THE VALUE OF A THIRD-PARTY ENDORSEMENT, PART 3 Mar 28
Issue #172 THE VALUE OF A THIRD-PARTY ENDORSEMENT, PART 2 Mar 21
Issue #171 THE VALUE OF A THIRD-PARTY ENDORSEMENT, PART 1 Mar 16
Issue #170 ANTI-SOCIAL NETWORKING, PART 2 Mar 07
Issue #169 ANTI-SOCIAL NETWORKING, PART 1 Feb 28
Issue #168 SOCIAL NETWORKING: WHICH SITES ARE RIGHT FOR YOU? Feb 21
Issue #167 HOW TO KEEP YOUR BEST PEOPLE Feb 14
Issue #166 FINDING YOUR BLIND SPOTS Feb 07
Issue #165 OVERCOMING OBSTACLES, PART 3 Jan 31
Issue #164 OVERCOMING OBSTACLES, PART 2 Jan 24
Issue #163 OVERCOMING OBSTACLES, PART 1 Jan 17
Issue #162 CUSTOMER SERVICE ON STEROIDS, PART 3 Jan 10
Issue #161 CUSTOMER SERVICE ON STEROIDS, PART 2 Jan 03
Issue #160 CUSTOMER SERVICE ON STEROIDS, PART 1 Dec 27
Issue #159 BAD SERVICE IS BAD BUSINESS Dec 20
Issue #158 WHEN A VENDOR PERFORMS POORLY Dec 13
Issue #157 GIVING THANKS: THE ART OF GIFT-GIVING AT WORK Dec 06
Issue #156 THANKSGIVING EVERY DAY Nov 29
Issue #155 32 QUALITIES OF A TRUSTED ADVISOR Nov 22
Issue #154 SELLING IN AN ECONOMIC RECOVERY Nov 15
Issue #153 EMAIL AS A SALES TOOL Nov 08
Issue #152 THE ELEVATOR PITCH: GETTING YOUR POINT ACROSS IN TWO MINUTES OR LESS Nov 01
Issue #151 FIRST IMPRESSION... LASTING IMPRESSION. Oct 25
Issue #150 STAFFING UP: PART 5 Oct 18
Issue #149 STAFFING UP: PART 4 Oct 11
Issue #148 STAFFING UP: PART 3 Oct 04
Issue #147 STAFFING UP: PART 2 Sep 27
Issue #146 STAFFING UP: PART 1 Sep 20
Issue #145 GETTING THE WORD OUT ABOUT YOUR BLOG, PART 2 Sep 13
Issue #144 GETTING THE WORD OUT ABOUT YOUR BLOG, PART1 Sep 06
Issue #143 JOINING THE BLOG BANDWAGON Aug 30
Issue #142 SICK AT WORK Aug 23
Issue #141 OFFICE ETIQUETTE IN THE AGE OF TECHNOLOGY, PART 2 Aug 16
Issue #140 OFFICE ETIQUETTE IN THE AGE OF TECHNOLOGY, PART 1 Aug 09
Issue #139 PLANNING FOR PROFIT: PART 3 Aug 02
Issue #138 PLANNING FOR PROFIT: PART 2 Jul 26
Issue #137 PLANNING FOR PROFIT: PART 1 Jul 19
Issue #136 REMOTE STAFFING, PART 3 Jul 12
Issue #135 REMOTE STAFFING, PART 2 Jul 05
Issue #134 REMOTE STAFFING, PART 1 Jun 28
Issue #133 GOING THE EXTRA MILE WITH YOUR TRADE SHOW EFFORTS: PART 3 Jun 21
Issue #132 GOING THE EXTRA MILE WITH YOUR TRADE SHOW EFFORTS: PART 2 Jun 14
Issue #131 GOING THE EXTRA MILE WITH YOUR TRADE SHOW EFFORTS: PART 1 Jun 07
Issue #130 SAY WHAT? THE ART OF SPEAKING CLEARLY May 31
Issue #129 AFTER THE MEETING… ACHIEVING RESULTS May 24
Issue #128 MAKING THE MOST OF EVERY MEETING May 17
Issue #127 PREPARING FOR THE MEETING May 10
Issue #126 BEING CAREFUL WITH EMAIL May 03
Issue #125 LAUGHING YOUR WAY TO HEALTH, HAPPINESS AND SUCCESS Apr 26
Issue #124 JUST SAY “NO” TO NEGATIVITY. Apr 19
Issue #123 SELLING MORE – PART 4 Apr 12
Issue #122 SELLING MORE – PART 3 Apr 05
Issue #121 SELLING MORE – PART 2 Mar 29
Issue #120 SELLING MORE – PART 1 Mar 22
Issue #119 STEADY WINS THE RACE! Mar 15
Issue #118 MULTITASKING MADNESS…. BADNESS? Mar 08
Issue #117 MARKETING NOW: A BAKER’S DOZEN OF TODAY’S TRENDS Mar 01
Issue #116 FAILING TO SUCCEED Feb 22
Issue #115 NO “I” IN TEAMWORK… ESPECIALLY IN TOUGH TIMES Feb 15
Issue #114 BE ‘BUSINESS FRUGAL’ Feb 08
Issue #113 THE POWER OF JOB OWNERSHIP: INVESTING YOURSELF IN WHAT YOU DO. Feb 01
Issue #112 TAME THE PAPER TIGER: SIMPLIFY BY REDUCING CLUTTER Jan 25
Issue #111 TEN MORE TIPS FOR EFFECTIVE TIME MANAGEMENT Jan 18
Issue #110 TEN TIPS FOR EFFECTIVE TIME MANAGEMENT Jan 11
Issue #109 ACHIEVE YOUR GOALS! Jan 04
Issue #108 SUCCESSFULLY NAVIGATING SOCIAL MEDIA IN 2010 Dec 28
Issue #107 CONTROL YOUR GOOGLE 10 Dec 21
Issue #106 WHEN AND HOW TO RESPOND TO NEGATIVE ONLINE REVIEWS Dec 14
Issue #105 QUICK TIPS FOR ONLINE REPUTATION MANAGEMENT Dec 07
Issue #104 AVOID THE MOST COMMON WRITING MISTAKES. Nov 30
Issue #103 BE CLEAR, CONCISE, DIRECT AND PERSONAL. Nov 23
Issue #102 COMMUNICATING EFFECTIVELY FOR SUCCESS. Nov 16
Issue #101 WHAT YOUR BUSINESS WRITING SAYS ABOUT YOU… AND YOUR COMPANY. Nov 09
Issue #100 REWARDING CUSTOMER LOYALTY Nov 02
Issue #99 SALES SUCCESS: PART Oct 26
Issue #98 FROM LEADS TO DEALS… HOW TO IMPROVE SALES CONVERSION Oct 19
Issue #97 SALES SUCCESS: PART 1 Oct 12
Issue #96 RUTHLESS PRIORITIZATION Oct 05
Issue #95 STRESS OUT: HOW TO CHANGE YOUR REACTION TO STRESS. PART 3 Sep 28
Issue #94 DE-STRESS. PART 2 Sep 21
Issue #93 GOT STRESS? PART 1 Sep 14
Issue #92 BUILDING NEGOTIATING POWER Sep 07
Issue #91 THE SECRET OF NETFLIX Aug 31
Issue #90 LINKEDIN FOR BUSINESS Aug 24
Issue #89 FACEBOOK AND TWITTER FOR GROWN-UPS Aug 17
Issue #88 BLOGGING FOR BUSINESS Aug 10
Issue #87 MEASURING SOCIAL MEDIA’S ROI Aug 03
Issue #86 SOCIAL NETWORKING, PART ONE Jul 27
Issue #85 KEEP ON SELLING Jul 20
Issue #84 THE BUTTERFLY EFFECT Jul 13
Issue #83 CUSTOMER RELATIONSHIP MANAGEMENT, PART TWO Jul 06
Issue #82 CUSTOMER RELATIONSHIP MANAGEMENT, PART ONE Jun 29
Issue #81 A GOOD CRISIS Jun 22
Issue #80 ARE WE THERE YET? Jun 15
Issue #79 CREATING THE FUTURE Jun 08
Issue #78 ARE YOU DREAMING? Jun 01
Issue #77 YOU CAN ALWAYS START AGAIN! May 25
Issue #76 WINNING THE LOTTERY May 18
Issue #75 LISTEN TO THE EXPERTS AND DO THE OPPOSITE May 11
Issue #74 ALL TOGETHER NOW! May 04
Issue #73 ZERO-BASED THINKING Apr 27
Issue #72 A YEAR IN THE MAKING! Apr 20
Issue #71 LEADERSHIP IN TOUGH TIMES Apr 13
Issue #70 THE UPSIDE OF PAIN? Apr 06
Issue #69 OPPORTUNITY IS KNOCKING Mar 30
Issue #68 HOW TO HANDLE DIFFICULT CONVERSATIONS Mar 23
Issue #67 HOW TO GET GOOD FEEDBACK Mar 16
Issue #66 HOW TO MANAGE YOUR MONEY WISELY Mar 09
Issue #65 HOW TO MAKE THE BIG DECISIONS Mar 02
Issue #64 GOOD STRESS, BAD STRESS Feb 23
Issue #63 WHAT DO YOU NEED TODAY? Feb 16
Issue #62 BEING INDEPENDENT – INTERDEPENDENTLY Feb 09
Issue #61 LISTEN FOR SUCCESS Feb 02
Issue #60 HOW BEST TO SPEND MARKETING DOLLARS Jan 26
Issue #59 THE 7.5 RULES TO SUCCESSFUL SELLING Jan 19
Issue #58 HOW MUCH IS YOUR TIME WORTH? Jan 12
Issue #57 KEEPING SCORE Jan 05
Issue #56 A BETTER MOUSETRAP Dec 29
Issue #55 LET’S TALK ABOUT SETTING GOALS... Dec 22
Issue #54 ‘TIS THE SEASON Dec 15
Issue #53 HOW TO SAY GOODBYE Dec 08
Issue #52 ATTITUDE ADJUSTMENT Dec 01
Issue #51 HOW TO UNSTICK YOURSELF Nov 24
Issue #50 MAKING A DIFFERENCE Nov 17
Issue #49 A DEPRESSION? Nov 10
Issue #48 WHAT’S YOUR NUMBER? Nov 03
Issue #47 WORDS OF WISDOM Oct 27
Issue #46 AN OLD-FASHIONED VIRTUE Oct 20
Issue #45 HOW TO BEAT PROCRASTINATION Oct 13
Issue #44 PREDICTING THE FUTURE Oct 06
Issue #43 TEAM WORK Sep 29
Issue #42 WHY WORRY? Sep 22
Issue #41 THINK OF COMPETITION AS YOUR BUSINESS PARTNER. Sep 15
Issue #40 LESSONS FROM COOKIES... Sep 08
Issue #39 ACCEPTING CRITICISM… Sep 01
Issue #38 DID YOU HEAR WHAT WAS SAID? Aug 25
Issue #37 RECESSION AND CREATIVITY? Aug 18
Issue #36 HOW TO DEAL WITH CHANGE? Aug 11
Issue #35 THE BASICS HAVE NOT CHANGED Aug 04
Issue #34 STAY FOCUSED! Jul 28
Issue #33 DO YOU HAVE A GROWING MIND? Jul 21
Issue #32 IS ANYONE LISTENING? Jul 14
Issue #31 HOW ORGANIZED IS YOUR DESK? Jul 07
Issue #30 KEEP CHOOSING! Jun 30
Issue #29 HOW TO GET UP AND KEEP GOING Jun 23
Issue #28 WHERE IS THE REAL ESTATE MARKET GOING? Jun 16
Issue #27 UNDERSTANDING STRESS Jun 09
Issue #26 UNSUCCESSFUL PEOPLE NEVER FAIL – THEY JUST STOP TRYING Jun 02
Issue #25 WORK ON PROJECTS, NOT ON A “TO-DO” LIST May 26
Issue #24 ARE YOU TOO BUSY TO MAKE MONEY? May 19
Issue #23 WHAT DO YOU DO? May 12
Issue #22 MORE ON TIME MANAGEMENT… May 05
Issue #21 TIME MANAGEMENT IS A WASTE OF TIME Apr 28
Issue #20 MODELING Apr 21
Issue #19 BELIEVE IN YOURSELF Apr 14
Issue #18 HOW TO FAIL SUCCESSFULLY Apr 07
Issue #17 LIVE IN THE PRESENT… Mar 31
Issue #16 FOLLOW UP AND HAVE FUN. Mar 24
Issue #15 SAY PLEASE AND THANK YOU. Mar 17
Issue #14 PART TWO – KNOW YOUR OWN FEELINGS. Mar 10
Issue #13 PART ONE – KNOW YOUR OWN FEELINGS. Mar 03
Issue #12 LET’S GO ON A MENTAL DIET… Feb 25
Issue #11 THE SECRET TO PERSUADING OTHERS… Feb 18
Issue #10 I WANT TO FEEL GOOD? Feb 11
Issue #9 PART TWO – LISTENING FOR SUCCESS. Feb 04
Issue #8 PART ONE – LISTENING FOR SUCCESS. Jan 28
Issue #7 DO YOU HAVE INTEGRITY? Jan 21
Issue #6 WHO IS YOUR MENTOR? Jan 14
Issue #5 PART TWO – MAKE THIS YEAR YOUR BEST YEAR YET... Jan 07