Blog Posts

All About Positioning: An Interview With Greg Louie

Matthew Solis

Recently, I sat down with Greg Louie, founder and CEO of American Ratings Corporation, creators of Diamond Certified Resource, to get his perspective on Quality Customers and why it’s so important for businesses to focus on attracting and keeping them. Here’s what he had to say.

Helpful Expertise #2: Responsiveness

Jim Stein

Responsiveness is the perceived time it takes for your team to act on promised and implied commitments. By definition these implied commitments are unspoken and often assumed by custom, like returning a phone call within two days. Since there’s no official rule of response times per channel between company and customer, unless you specifically set a response commitment, each customer judges your responsiveness subjectively based on their individual sense of what the standard should be for the channel of communication and the nature of the commitment.

Helpful Expertise #1: Attitude

Jim Stein

Think about these two words: Helpful Expertise. You’re most Helpful when you have a great Attitude, you’re very Responsive and you Personalize your communications to the individual customer. Your Expertise shines when you truly understand the specifics of the job and are able to provide expert Insights based on this understanding.

Elevate Your Group’s Status—Add to Your Members’ Sense of Belonging

Jim Stein

Think about your past, present and future customer group. Each member belongs to their own family, friend and work groups. Improving their sense of belonging in your group influences members (your potential customers) in their other groups. Here’s how you can do it.

My Shocking First Brand Test Case

Jim Stein

I’ll share a personal story that taught me a great lesson about how much brand matters. When I was a young teenager, I started working directly with the public via part-time jobs. Over time, I started to notice how good brands were more influential than good people.

Follow These 7 Steps to Increase Your Job Win Rate

Jim Stein

We are built to imagine future scenarios.   Often without trying, we’ll catch ourselves thinking about an upcoming event or a process that we’ll be going through to attain a goal. We want to make good choices and avoid bad ones, so our brains keep imagining good and bad future scenarios.   The higher the […]

Why is Helpful Expertise so Important?

Jim Stein

  Giving Helpful Expertise means meeting customers where they are by customizing your responses based on their job specifics, personal communication style and pacing.   Too often companies fail to help customers because   of mismatched communication styles they don’t provide answers to key unasked questions – your potential customers don’t know what they need […]

Who You Do Business With Matters the Most

Jim Stein

Most owners aren’t aware of how big a difference there is between fueling their companies with Quality Customers versus Bad and Second-Rate Customers. It’s the difference between a wonderful dream and a nightmare.

What’s Your Surprise?

Jim Stein

How your team delivers on your customers’ expectations forms the basis for their satisfaction. So, it’s worth reviewing the implications of this basic fact and relooking at your internal customer-related processes to ensure they’re having the desired effect.

Meaning: Why Potential Clients Choose Them Over You

Jim Stein

When talking to your competitors, your potential clients have heard it all. “We’re the best. We’re the biggest. We care about you. We deliver quality.” Yet, they know these claims don’t necessarily correlate with their experiences after they buy. Face it—there’s a lot of noise in the market…

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