Customer service lessons playing Santa

┬áCustomer service lessons playing Santa It has been a steep learning curve, playing Santa Clause to my young nephews this past Christmas. It all started some months ago with me offering to take over from my brother-in-law who has been doing it for the past few years. I didn’t make much of my appointment by…

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My Christmas wish

My Christmas wish is for South Africa to be a startup nation The end of the year is here and I’ll admit it – I am experiencing my annual dose of feeling a little emotional about “something” coming to an end. It is a time of introspection for me and I find myself asking tough…

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Know your customer

Executive summary Understand that the customers’ representative is only the tip of the iceberg of a much larger decision making unit. Ask probing questions to understand both the person, and the company they represent. Treat the customer rep as your sales agent based deep inside customer territory. Equip them so that they can represent your…

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Does your business look good?

Here’s a question I have been grappling with lately: How can I make real hard core B2B focused SMEs understand the power of design? Not the design of a factory floor, machine or latest Toyota bakkie, but the design of their company’s corporate identity. The logo, website, business card and letterhead. I find that most…

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Monopolise your target market

I attended the “Screw it Lets Do it” morning at the Branson Centre for Entrepreneurship last week. It is an event where entrepreneurial upstarts pitch their business to mentors, experts and fellows. I found it super inspiring, listening to entrepreneurs – old and young – all starting their own business. It made me think of…

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True innovation needs less authority

I attended a presentation last week by the brand strategy consultants Yellowwood on their latest whitepaper entitled “Transformative Innovation: An African Path to Success”. During the 1 hour presentation I was inspired by the following statement: “South Africans come from a culture of authority.” The more I think about it, the more I agree. Somehow…

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