Go Global--Electronically
Communication with customers is a source of competitive edge. You can improve your products and services if you learn from your markets. Before it was acq... Read more
Customers
Recent Customers Articles
For Everything a Season
If you're competing with a pack of companies in an overcrowded market, discovering an overlooked niche is like getting a breath of fresh air. Ed Fitzsimmo... Read more
Rewiring Auto Motives
Selling cars has always been a commission-based business that encourages the salesperson to strip the customer's wallet. Pete Ellis, founder of the Intern... Read more
Remodel Your Leads
For five years Paul Eldrenkamp cultivated relationships with architects in hopes of getting referrals for Byggmeister, his home-remodeling business in New... Read more
Divide and Conquer
Brooke Barrett, part owner of Manhattan East Suite Hotels, in New York City, resists the temptation simply to assign geographic territories to the sales f... Read more
Patience Makes Perfect
When Norm Brodsky went into a large accounting firm in New York City to pitch CitiS... Read more
Racy Entertainment
Mixing business and pleasure isn't necessarily a bad thing. Henry Camferdam Jr., president of Indianapolis-based Support Net, claims that his company's ac... Read more
Money Grows on Shoe Trees
Mike Larkin, president of the $20-million Border Cafe restaurants, used to bring two pairs of shoes to the airport when he dropped off or picked somebody ... Read more
Riskless Business
When you own a small, growing company, the secret to overcoming sales resistance--or, better yet, making sure potential objections never come up--is to ad... Read more
Cast into the Past
These days, Orvis Co., the upscale outfitter founded in 1856 and based in Manchester, Vt., sells more clothing and gifts than its original stock-in-trade-... Read more
Two-Wheeler Dealer
When Chris Zane learned at a trade show that some bicycle shops were offering five-year warranties on new bikes, he one-upped the competition by offering ... Read more
" Promises, Promises? "
Here's an all-too-common business scenario: A salesperson snags a contract for a long-term project at a profitable price, but the delivery date is totally... Read more
Sold on Delivery
When selling overseas, your sales reps may find that foreign customers balk at your long delivery times. To prove that it's just as easy and speedy to buy... Read more
" Sell Less, Gain More"
Everyone knows about upselling to generate more revenues per customer, but downselling a customer can be an equally effective sales strat... Read more
Playing Matchmaker
When you can't supply what customers or clients need, send them to another supplier instead of playing dumb. Even if it's a competitor, g... Read more
Never Complain, Always Explain
When customers get sticker shock, they're likely to grill you: What is it about this product that makes it cost so much? If you're using desktop publishin... Read more
Recipe for Success
It's important to keep a database of your customers. It's important to send personalized cards and appropriate gifts in the hope of more sales. But it's e... Read more
Postcards for the Edge
Many small companies just don't have enough news to fill a newsletter, let alone time to produce one. Instead, Duane Jones of Storm Products, an electroni... Read more
Flowering Power
Penny and Frank Burkard, of Burkard Nurseries, in Pasadena, Calif., nurture sales as carefully as they tend their perennials, roses, and Japanese maple sa... Read more
Method Acting
Really successful telephone selling involves much more than an autodialer and a well-written script. Chuck Surack, whose company sells its audio equipment... Read more
" Be There, or Be Square"
As vice-president of Channeled Resources, a Chicago company that sells pressure-sensitive label paper, Cindy Revenaugh does everything in her power to get... Read more
Keep On Truckin'
When Patrick Kelly founded PSS/World Medical, in 1983, most doctors bought supplies from companies selling to hospitals and nursing homes, but the supplie... Read more
Get Their Number
You've got a much better chance of making a sale on the Internet if you can speak directly to the potential customer. Internet inquiries are less serious ... Read more
Back to the Future
One of the most important responsibilities that you have to your customers--and one of the best ways of assuring that they remain yours--is to treat them ... Read more
The Mystery of the Empty Truck
The founder of a billion-dollar company explains why you have to behave like a great company in order to become one. Read more
Techniques: Microcases
Three articles examining how small businesses are using technology. Read more
Best Hometown Business: Dilbert Creator Draws on Local Handyman
A light-hearted look at who the creator of Dilbert calls on for home repair, and why he has to! Read more
The Return of Customer Loyalty
A vetern entrepreneur explains why it's more important than ever to keep the customers you already have. Read more
Further Reading: Real Time
A noted business adviser explains why it is so important to understand the effects of time and speed on the marketplace. Read more
Philanthropy Is Good for the Community. But Does It Help Me?, Customer Service Article
cript"> '?h1">Philanthropy Is Good for the Community. But Does It Help Me?net/adj/ There are many rewards for... Read more
What Do America Online and Dennis Rodman Have in Common?
When AOL over-sold its service, did it apologize and make nice? Not really! Read more
Best Hometown Businesses in America
Inc. launches a new series of articles and here is an overview of what the series offers, and what to look forward to. Read more
What You Want Before You Know You Want It
Despite high labor and inventory costs, a small hardware store has been in the black for decades. Here's why. Read more
We Have Met the Enemy, and He Is Us
A veteran entrepreneur explains why it's usually employers, not employees, who create poor customer service. Read more
CEO Notebook
Various members of Inc.'s staff field questions and answers from CEOs on employees, trade shows and more. Read more