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02 Nov 2011

Being Okay Can Kill a Business

Published on November 2, 2011 by Heidi Richards Mooney in Small Business

If your business is just okay in the eyes of your customers or your intended audience, chances are you won’t be in business long. With all the choices today, why would a customer settle for “okay” when they can have GOOD, NO, make that GREAT experiences?

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08 Aug 2011

What Do You Do?

Published on August 8, 2011 by Bruce Turkel in Personal Development

A few hundred years ago it was easy to know what someone did for a living. Mr. Shoemaker made shoes. Goldsmith hammered precious metals. Tailor sewed. Farmer farmed. Baker baked. Today, it’s not quite that simple. When was the last time you met someone named Dr. Radiologist? Mr. Hedge Fund Manager? Ms. Account Executive?

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04 Aug 2011

The Simple Power of Delight

Published on August 4, 2011 by Bruce Turkel in Small Business

My friend and super-talented art director and illustrator, Soren Thieleman, sent me this text the other morning:

“Good morning Bruce. I’m at a small café in Lauderdale-By-The-Sea and the door handle put a smile on my face. I haven’t tasted the food or had a sip of their coffee yet but I already like this place. It’s the power of a first impression and the impact of a creative surprise.”

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19 Jul 2011

Why the U.S. Isn’t Greece, and Why We Could Become Greece If We’re Not Careful

Published on July 19, 2011 by Dr. Pan Yatrakis in World Economy

I am writing this on a Greek island, looking out at 10 other islands and the blue Aegean Sea. A cruise ship that often docks at Port Everglades is passing by, headed for Mykonos, eight miles to the east. The scene couldn’t be more beautiful. It also couldn’t be more deceiving. Greece, and with it its European neighbors and indeed the entire world’s financial system, are in trouble, mostly of their own making. Governments in the outer rim of the Eurozone (the 17 countries using the common European currency), have lived beyond their means for the last decade, and the bill is now coming due. The rating agencies, which formerly rated their bonds AAA just like they did the mortgages of unqualified homeowners right here in the U.S.A., are belatedly changing their ratings to junk. The bankers in Germany, France, and the other core European countries who lent recklessly to these countries are trying to salvage what they can and looking to their own governments for help. Even investors in the U.S. who hold debt issued by these European banks could be in trouble if Greece, Portugal, Ireland, Spain and/or Italy default and drag the banks down. At its very worst, a default by Greece or any of the others could cause a contagion that might require still another bank bailout, this time on a global scale. Keep in mind that the events that preceded the Stock Market Crash of 1929 started with the default of a small, obscure bank in Vienna, Austria. And the world’s financial system was nowhere near as interlinked back then as it is today.

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29 Jun 2011

The Strategic Forum Organization

Published on June 29, 2011 by Bruce Turkel in Small Business

Every third Friday I drive up to Fort Lauderdale at seven a.m. to attend the monthly meeting of The Strategic Forum (TSF). The Forum is an organization of about 35 business owners and CEOs that get together to share ideas, help each other network, and listen to an ever-changing roster of business leaders who are invited to present to our group.

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07 Jun 2011

Official Google Small Business Training – exclusively for BankAtlantic Small Business Customers

Published on June 7, 2011 by BankAtlantic in Small Business

BankAtlantic is hosting an exclusive event for their small business customers entitled, “Google Small Business Training Session” on June 22 at 8:30 a.m. at their headquarters building in Fort Lauderdale.

The workshop will cover topics that will aid small businesses, such as how to increase online advertising, reaching target audiences through Google AdWords, boosting ad performance by choosing the right keywords, claiming businesses on Google Maps and using Google Analytics to track online traffic.

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03 Jun 2011

13 Tips to Make the Most out of Every Meeting You Attend, Plan or Host

Published on June 3, 2011 by Heidi Richards Mooney in Personal Development

“Hardly anyone writes because you can’t really write down all you know. And even if you do write, nobody will read it. So there are meetings, and meetings about meetings, and meetings to plan reports, and meetings to review the status of reports. And what these meetings are about is people just trying to figure out what they are doing.” – Paul Strassmann, former Vice President, Xerox

Have you ever attended a meeting that you thought was a total waste of time? Have you ever hosted a meeting that left you feeling that very little was accomplished? I am talking about those waste-of-time meetings that happen every Monday where you give a report to everyone in the company (or they give a report to you) and then everyone goes back to their respective jobs and wonders why they were there in the first place.

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28 Apr 2011

Creating A Customer-Centric Culture – Part II

Published on April 28, 2011 by Heidi Richards Mooney in Small Business
In a continuation of Creating a Customer-Centric Culture, you will learn the nine types of customer behavior and which are and are not acceptable. You will also learn the 4 basic needs customers have and How to Keep Customers Coming back.
How do customers behave when they do business with you?
Do they behave poorly, are they demanding, do they complain all the time or are they The Perfect Customer? There are Nine basic types of customer behaviors. Here’s what they are and how you can recognize when they “show up.”
They are:
1. The Superior know-it-all.   This is the customer you cannot tell anything as they know everything about everything including your business and let you know they know.
2. The Resistive Customer. No matter what you attempt to do, they will resist your efforts to satisfy their needs- they seem to enjoy stressing people out.
3. The Dependent Customer wants you to do everything for them, getting to their needs requires incredible patience.
4. Hostile/Antagonistic Customer is ready to pick a fight or stir things up, they seem to be having a bad life, and taking it out on everyone they encounter. They can become verbally/physically abusive.
5. The Depressed Customer is always sad. Be careful you don’t become their therapist.
6. The Talkative Customer just wants someone to listen to them.
7. Let Others-Speak-For-Them Customer. These customers bring along support and let that person do all the talking. Generally because they are too afraid to confront the situation and on ocassion because they know they are partially to blame for the problem in the first place.
8. The Chronic Complainer.  They buy, they complain, then they return what they bought.  You may never make this customer happy and must then decide to cut your losses. I have fired a few customers over the years simply because they are too expensive to do business with.
9. The Perfect Customer. They buy from you, love your product, are happy when they leave and just as happy when they make another purchase. They are also the most likely to recommned you to their own circle.
Customers Have 4 basic Needs
1. The need to be Understood ~ Those folks who use your service or purchase from you need to feel they are communicating effectively. It is our job as professionals to properly interpret what they say, by their words, and their actions.
2. The need to feel Welcome ~ If they feel like an outsider, they will not return.  Be happy to see them.
3. The need to feel Important ~ Ego and self-esteem, human needs.  Make them feel special (like guest in your home).
4. The need for Comfort ~ Physical comfort, a place to wait, rest, talk, do business. Psychological comfort- assurance that their needs are properly taken care of, and the confidence that the company or individual will fulfill those needs.
How to Make Sure Your Customers Come Back – 6 TIPS
1. Take the Sam Walton Pledge ~ Each time Sam Walton visitied one of his stores, he would encourage associates to take this pledge with him: “I promise that whenever I come within 10 feet of a customer, I will look him in the eye, greet him, and ask if I can help him.”  If you have ever visited a WalMart you have experienced an associate ready to answer your questions, point you in the right direction and offer a friendly smile.
2. Tell them they Count ~ today’s small customer may become tomorrow’s biggest client.
3. Thank Them  ~ with your words, your actions and follow up such as thank you cards, phone calls etc. and even emails.
4. Treat your customers like VIP’s ~ Offer your best customers specials, free passes, discounts, maybe theatre tickets, etc. to thank them and let them know how much you appreciate their business.
5. Stay in touch ~ let them know about your latest marketing programs and specials via phone, email, internet, newsletters, direct mail and on your social media sites.
6. Smile ~ a smile has no value until you share it. Now that wasn’t hard, was it!
Customers just want to know they are welcome and invited in. They want the comfort of knowing that they will be treated fairly and with respect.  People will come back if you meet their basic needs, offer quality products and services and perhaps most important, provide exceptional customer service.
by Heidi Richards Mooney

In a continuation of Creating a Customer-Centric Culture, you will learn the nine types of customer behavior and which are and are not acceptable. You will also learn the 4 basic needs customers have and How to Keep Customers Coming back.

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19 Apr 2011

The Federal Deficit And What To Do About It

Published on April 19, 2011 by Dr. Pan Yatrakis in U.S. Economy
The Deficit And What To Do About It
Just as the U.S. economy is finally pulling out of the recession of 2008-2009 and employers are starting to hire once again, the Federal deficit and the steadily growing Federal debt are casting a long shadow over markets and threatening the recovery. Standard and Poor’s recently assigned a negative outlook to U.S. debt securities, indicating that the future creditworthiness of the United States could deteriorate. Politicians of all stripes agree that we can’t go on running deficits amounting to 9% of GDP, and that the country’s accumulated debt is weakening the currency and posing a potential threat to the recovery itself. The point of disagreement is how and to what extent we need to close the gap between the government’s revenues and its spending so that the country can once again live within its means.
As a point of comparison, America’s deficit at 9% of GDP in 2010 is almost in the same league as the 10.2% of the United Kingdom and the 10.6% that Greece just recorded even after they slashed spending and hiked taxes (a gallon of regular gas now costs $8.80 in the Greek islands). Estimates for 2011 put the U.S. deficit at 11%, higher than Greece or the U.K. Our accumulated debt is expected to hit the debt ceiling of $14.3 trillion in May, 2011, which is 97.4% of the country’s total GDP in 2010. This does not include state and local debt, and is about midway between an expected 83% in the U.K. and 125% in Greece. Studies show that when debt exceeds 90% of GDP, creditors begin to worry about the sovereign borrower’s ability to repay, and may demand high interest rates to compensate for the risk of default. This is what happened to Greece last year when it found itself unable to roll over debt at interest rates that it could afford, and was forced to undertake a program of austerity as a condition of being bailed out by the European Union and the International Monetary Fund. The U.K.’s Conservative government took preemptive action to prevent a Greek scenario, even though the situation was still far from critical. As in Greece, taxes were increased and spending was slashed.
Many economists warned that such cold-turkey austerity programs are self-defeating because they bring on recession, reduce the government’s tax revenues despite the higher tax rates, and worsen the deficit since unemployed workers and unprofitable businesses don’t pay much tax regardless of what the tax rates may be. Indeed, those pessimistic predictions have so far been borne out in Greece, where spending was reduced more than anticipated but tax receipts fell short by an even greater margin, leading the country to miss its target of reducing the deficit to 9.6% of GDP. Early indications are that a similar picture may be starting to appear in the United Kingdom. If the revenue shortfalls persist, they would tend to bear out Arthur Laffer’s prediction that higher taxes often lead to lower overall revenues since they reduce profits, constrain consumer spending, and increase unemployment. The unemployment rate in Greece hit 15.1% last month, more than double the 7% before the tax increases and spending cuts.
Despite the fact that harsh austerity measures run the risk of setting off a self-defeating economic death spiral, the fact still remains that the deficit needs to be reduced. If creditors in China and the Middle East don’t see the U.S. government taking steps to address the problem, they may refuse to lend to us except at very high rates, as happened with Greece, Ireland and Portugal. Our monetary authorities will then have no choice except to print money to cover the shortfall, leading to destructive inflation.
There are several ways that a country can deal with its deficit and accumulated debt. If lenders are willing to keep lending, it can cover its deficits that way; this is what the U.S. has been doing for the last decade but, as Greece’s example illustrates, there are limits to what creditors will tolerate. A debtor nation can also default on its debt, as several Latin American countries did in past decades; but for a developed country with a global reserve currency like the United States, this path is unthinkable because the consequences to the world economy would be catastrophic. A country can raise taxes and/or cut spending as the U.K. has done voluntarily and Greece and the other European PIGS have been forced to do; but doing too much too fast risks igniting an economic death spiral of recession, revenue shortfalls, more belt tightening, deeper recession, greater revenue shortfalls, and so on ad infinitum. If it has its own currency, like the U.S. and the U.K., the debtor can in effect print money to pay its debts. Since that debases the currency and reduces its purchasing power, the debtor government can then pay off creditors, both foreign and domestic, with less valuable money. All these avenues have consequences for the economy, each has its political advocates and opponents, and it will be interesting to see which strategy or combination of strategies our political leaders will finally choose to pursue.
The Republican position, enunciated by Representative Paul Ryan, would put the entire burden of erasing the deficit on reductions in government spending, particularly entitlement programs like Medicaid, Medicare, and possibly Social Security. What’s more, the proposed cuts would be so severe that they would turn the deficit into a surplus, which would be used to cut taxes, bringing the top personal and corporate rates down to 25%. It is expected that lower taxes would boost economic activity, which would in turn increase government revenues, at least partially offsetting the reduction in tax rates.
In contrast, President Obama’s budget proposal relies on a mixture of lower spending on defense, Medicaid, and Medicare, plus the end of the Bush tax cuts on incomes over $250,000 and the elimination of itemized tax deductions for incomes in the top 2%. Social Security, which is much less of a problem than Medicaid or Medicare, would not be materially affected; tax deductions, including home mortgage interest, would be phased out for higher income taxpayers, and the savings used to reduce tax rates. Overall, the President’s proposal contains milder spending cuts than those of the Republicans, although it does not exempt defense, as does Rep. Ryan’s. On the other side of the coin, it contains tax increases on higher income individuals, in sharp contrast to Ryan, who proposes reducing taxes across the board, including on higher incomes.
The third actor on the economic stage is Federal Reserve Chairman Ben Bernanke, who continues to pursue an easy money policy in hopes of keeping the economic recovery alive. The challenge he faces is to maintain this stance long enough to put the recovery on a sure footing, but not so long that it ignites inflationary pressures and debases the currency. The Fed has rarely succeeded in this kind of tightrope walking in the past, and the odds are that it will not succeed entirely this time, either. But the Administration may not view that as all bad; after all, inflation makes debts easier to repay, whether they be the national debt or a homeowner’s underwater mortgage.
Where is all this likely to end up? With neither party in complete control of the government, with the Tea Party pushing Republicans to the right and Obama’s Democratic base digging in their heels against further concessions, lasting compromises will be difficult to achieve and the fundamental issue of increased taxes on wealthy individuals versus tax reductions and cuts in entitlement programs is not likely to be resolved until the 2012 elections. In the meantime, look for temporary measures to keep government functioning, punctuated by brinkmanship and political posturing by both sides, all of which is likely to accelerate as elections approach. One way or the other, the problem of deficits and the debt will be resolved because there is no other choice. The two parties seem finally to be taking the problem seriously and have proposed starkly different solutions, either of which will probably do the job. What American voters will be called upon to decide next year is which of these alternatives we prefer.

Just as the U.S. economy is finally pulling out of the recession of 2008-2009 and employers are starting to hire once again, the Federal deficit and the steadily growing Federal debt are casting a long shadow over markets and threatening the recovery. Standard and Poor’s recently assigned a negative outlook to U.S. debt securities, indicating that the future creditworthiness of the United States could deteriorate. Politicians of all stripes agree that we can’t go on running deficits amounting to 9% of GDP, and that the country’s accumulated debt is weakening the currency and posing a potential threat to the recovery itself. The point of disagreement is how and to what extent we need to close the gap between the government’s revenues and its spending so that the country can once again live within its means.

Read the rest of this entry »

30 Mar 2011

Creating A Customer-Centric Culture – Part I

Published on March 30, 2011 by Heidi Richards Mooney in Small Business

In this economy and era of incredible competition, now more than ever we must focus on our customers. It’s time to re-evaluate your customer service processes and “rules” and find ways to make it easier to do business with you. In part one of this two-part customer service article, we will discuss why a customer leaves and how to handle customer complaints.

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