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Jan
19

Do You Over-Complicate Your Business?

By Brenda | Action Plans, Blog, business planning, Entrepreneur, Planning, Productivity, Small Business, Start-Ups, Training

2 Comments

Brenda Horton and Guy Kawasaki at SXSWi 2009

Are You Confusing Your Customers? Oftentimes, as small business owners, we tend to over-complicate things. Too often we make our business much harder than it needs to be for ourselves and our customers. Here's why; "Lots of research in economics and psychology shows that when we know something, it becomes hard for us to imagine not knowing it.  As a result, we become lousy communicators. Think of a lawyer who can't give you a straight, comprehensible answer to a legal question.  His vast … [Read more...]

Aug
18

Forget the Golden Rule! It’s all about the Platinum Rule!

By Brenda | Blog, Customer Service, Entrepreneur, Marketing, Sales, Small Business

6 Comments

Platinum Service

Are You Giving Platinum Service To Your Customers? Why The Platinum Rule Matters Beyond Your Customers We all know the golden rule, "Treat others the way you'd like to be treated." Well, I have been thinking a lot lately about another rule. I call it the Platinum Rule. The Platinum Rule is about treating others the way they want to be treated, not the way you think they want to be treated. For a high volume business this may be hard to achieve, but may well be worth it. Look at Zappos, the … [Read more...]

Aug
10

Are You Staying Human?

By Brenda | Blog, Business, Conscious, Entrepreneur, Small Business

2 Comments

Staying Human

I had a moment of pure ecstasy  while consulting with a client the other day. We shared laughter together. Deep, belly laughter. Wide open mouths of teeth and tongue displayed for all to see. Nostrils flaring open and eyes shutting tightly as we exhaled our emotions of happiness. It was what I call a human moment. One my favorite musicians, Michael Franti calls it Staying Human. Are you in the business of another transaction, sale, proposal, or deal? Or are you in the business of Staying Human? … [Read more...]

Jul
24

How Is Your Company Brand Perceived?

By Brenda | Brand, Business, Coaching, Entrepreneur, Green Business, Marketing, Sales, Small Business

2 Comments

Brand Xsmall

Does Your Target Audience Know Your Brand? Here is a short exercise I often share with my clients about brands: 1. Quickly. Think of a car. What image comes to mind? 2. Quickly. Think of an airline. What company comes to mind? 3. Quickly. Think of a Realtor. Who comes to mind? Whatever answer came to mind is the company that owns your mindshare. The brands that own the largest real estate (mindshare) in your head are the ones that have been most successful in infiltrating your … [Read more...]

Jul
15

How To Keep Customers Coming Back

By Brenda | Blog, Customer Service, Entrepreneur, Small Business, Start-Ups

4 Comments

iStock_000011999211XSmall

CARE About Them I used to work in the real estate industry and for many years the Brokers held the keys to the kingdom, meaning that only THEY had access to the listings. Today, the power lies in the hands of the customer with access to mountains of information on the internet.  Yes, the business world is continuing to change at lightening speed. With information being indexed, categorized, organized, systematized, ranked, tweeted, posted, podcast, videoed, etc., it is the customer who now … [Read more...]

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