Lisbiz strategies: Customer testimonials are a virtual gold mine

January 14, 2019 | Comments Off on Lisbiz strategies: Customer testimonials are a virtual gold mine

January 7/14, 2019: Volume 34, Issue 16 By Lisbeth Calandrino   According to Maria Dean of conversionlifters.com, testimonials and word of mouth are the driving force behind 20%-50% of all purchasing decisions, yet only about one-third of businesses are actively seeking and collecting customer reviews on an ongoing basis. I recently conducted a workshop on the value of reviews and testimonials. When I asked the group how they used the reviews and testimonials, they said...

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Al’s column: Getting to the heart of the labor shortage

January 11, 2019 | Comments Off on Al’s column: Getting to the heart of the labor shortage

January 7/14, 2019: Volume 34, Issue 16 By Paul Stuart Jr.   At the risk of sounding and being cliché, unless you live under a rock you have certainly heard about our great nation’s skilled labor shortage. However, I think all is not lost. By working together, we can explore some possible solutions. I’m going to start with a quick story: In early 2000, I was the lead installer for a middle school project in...

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Lisbiz strategies: Resolve to do better in the coming year

January 11, 2019 | Comments Off on Lisbiz strategies: Resolve to do better in the coming year

By Lisbeth Calandrino   No matter how old I get, I still like the idea of New Year’s Resolutions. There is something about it that makes it fun and gives me something to look forward to. This year I have decided to be very specific. I will spend time learning how to get closer to my customers. The only way this will happen is if I change the things that make me uncomfortable. I have...

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Lessons learned: Empathy is king when handling complaints

December 21, 2018 | Comments Off on Lessons learned: Empathy is king when handling complaints

December 24/31, 2018: Volume 34, Issue 15 By Tom Jennings   My wife and I were recently having breakfast in a very nice local restaurant. While not the Ritz, it was certainly not an all-you-can-eat chow hall. It had very comfortable décor, properly attired staff, handy location and an interesting menu. Most business owners only wish their operations looked this appealing. The store planners and design staff had obviously done their homework. So far, so...

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Al’s column: Surface prep as easy as 1, 2, 3…4

December 21, 2018 | Comments Off on Al’s column: Surface prep as easy as 1, 2, 3…4

December 24/31, 2018: Volume 34, Issue 15 By Curtis Colegrove   There are many factors that go into a successful flooring installation project. These include selecting the appropriate floor material and applying the proper installation procedure. Equally important—but often overlooked—is careful preparation of the concrete slab. Cutting corners on this critical step can lead to problems down the road that can negatively impact the floor’s performance and shorten its lifespan. The right floor prep can...

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Marketing mastery: Customer appreciation goes a long way

December 14, 2018 | Comments Off on Marketing mastery: Customer appreciation goes a long way

December 10/17, 2018: Volume 34, Issue 14 By Jim Augustus Armstrong   To understand the importance of customer recognition, let’s take a minute and put ourselves in our customer’s shoes. Cathy Consumer is a 35-year-old mother of three, all under the age of 10. She and her husband work full time. Cathy loves her kids and is a devoted mother, but they’re a little weak in the recognition and appreciation department. Maybe they show some...

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Al’s column: Do you know the basics of ‘basis?’

December 14, 2018 | Comments Off on Al’s column: Do you know the basics of ‘basis?’

December 10/17, 2018: Volume 34, Issue 14 By Roman Basi   When buying or selling a business, it’s vital to understand the role “basis” plays—whether it’s asset basis or stock basis—in the purchase price allocation and overall structure. Following are a few pointers on the interplay between an asset basis purchase and stock basis purchase. Buyers generally favor an asset sale for the stepped-up asset basis, an upward readjustment of value in a fixed asset...

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Lisbiz strategies: Fighting fiery situations with cool temperament

November 30, 2018 | Comments Off on Lisbiz strategies: Fighting fiery situations with cool temperament

November 26/December 3, 2018: Volume 34, Issue 12 By Lisbeth Calandrino The other night a friend and I were having dinner at a local restaurant. All of a sudden, I hear a male customer yelling at the top of his lungs: “I’ve been insulted by the waitress; I don‘t have to take this!” He kept at it as the waitress tried to calm him down, but nothing seemed to help. Then the owner came out...

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Marketing mastery: Proceed with caution when purchasing leads

November 30, 2018 | Comments Off on Marketing mastery: Proceed with caution when purchasing leads

November 26/December 3, 2018: Volume 34, Issue 12 By Jim Augustus Armstrong   The importance of lead generation can’t be overstated in today’s age of online marketing. But beware—not all lead-generation systems are created equal. Case in point is HomeAdvisor, which is being sued by a group of eight home-improvement companies. The city of San Francisco is also taking HomeAdvisor to court for making false or misleading claims regarding background checks on contractors. Here are...

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Lessons learned: Monitor performance, generate better results

November 30, 2018 | Comments Off on Lessons learned: Monitor performance, generate better results

November 26/December 3, 2018: Volume 34, Issue 12 By Tom Jennings   Store owners and managers, this one’s for you. In my experience in consulting retailers on a national basis, I get the opportunity to observe a large and varied amount of sales personnel in action. One glaring observation I have noticed is most of these salespeople need one thing that appears to be sadly lacking in most operations: some constructive and active management. I...

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