Customer Service vs. Customer Satisfaction
By Michael Walsh In the battle for business results, two contenders struggling for your attention are customer service and customer satisfaction. After searching for popular published works at Amazon,...
View ArticleDeveloping Business Relationships
By Michael Walsh Don’t Spill Your Candy in the Hallway! Have you ever been in a gymnasium full of young kids who are waiting on the appearance of Santa Claus? It’s quite an experience! The energy in...
View ArticleIncreasing Employee Effectiveness
By Michael Walsh Over the last 25 years, the Gallup organization conducted interviews with business owners, sales managers, and division managers in a number of different companies. They interviewed...
View ArticleEnhance Your Business through Customer Selection
By Michael Walsh Customer selection is one of those areas that many entrepreneurs dream about ("Wouldn’t it be nice if we could pick the best customers…"). Then they go on and take whatever customers...
View ArticleElements of Effective Negotiation, Part One
By Michael Walsh Almost everywhere you go in business you hear about the great deals that were negotiated. It seems that negotiation is a larger and larger part of our business reality. Yet, we seem...
View ArticleElements of Effective Negotiation (Part Two)
By Michael Walsh The most effective negotiation strategies occur before you are ever at the negotiating table. They are as follows: A. Know your Plan B and you Worst Case Scenario, in the event that...
View ArticleElements of Effective Negotiation (Part Three)
By Michael Walsh What’s missing too often in negotiation? Preparation. There are three primary reasons why negotiators are unprepared: 1. They assume that "just talking" is low risk. 2. They think...
View ArticleDon’t Spill Your Candy in the Hallway!
By Michael Walsh Have you ever been in a gymnasium full of young kids who are awaiting an appearance by Santa Claus at Christmas time? I have, and it is quite an experience! The energy in the room is...
View ArticleA Stress Reduction Tool
By Michael Walsh As an entrepreneur, do you ever go through high stress levels? Ok, not you, no way, never, uh uh, life is grand, no problems, no worries, no concerns. For the rest of us who do...
View ArticleIndividual Accountability in Business
By Michael Walsh One of the core elements that allows businesses to run effectively is personal accountability. The core element behind individual accountability is responsibility. Many people tend to...
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