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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,...

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Developing 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...

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Increasing 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...

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Enhance 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...

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Elements 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...

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Elements 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...

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Elements 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...

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Don’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...

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A 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...

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Individual 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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