Words Matter More Than Star Ratings
01 Sep

Words Matter More Than Star Ratings

By Lisa In Blog, Business, Client Experience /   No Comments

He said the chef’s nose was running and that he was wiping it with his hand—and that he then continued to prepare food for customers. This written description of what this customer saw at the restaurant was a deal-breaker for me—even if they had the highest star rating. 

A written #review for a restaurant can be a deal-breaker – even if they have the highest star rating. Your words matter. Read the full story here: Click To Tweet

Sushi is one of my favourite foods to eat. Anytime we are in a new city looking for a sushi place, I spend a fair amount of time reading the reviews to ensure we get the best quality available.  

The chef with the runny nose came from a highly rated restaurant. They had all the stars, but that one review changed everything for me. 

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Responsiveness Is A Business Strategy - Lisa Larter
12 Aug

Responsiveness Is A Business Strategy

By Lisa In Blog, Business, Client Experience /   2 Comments

Responsiveness is a business strategy.

Over the last couple of months, I’ve noticed a trend that has exacerbated the loss of income for small businesses: that trend is responsiveness – or the lack thereof.

There’s a store in our community that we regularly buy from. We’ve always communicated with them via Facebook messenger to place our order. When we first came back to Nova Scotia, I placed an order that was close to $600—and they forgot about me.

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Kindness Versus Carelessness - Lisa Larter
05 Aug

Kindness Versus Carelessness

By Lisa In Blog, Client Experience /   2 Comments

Taking care of your clients with kindness and care matters.

It was a Friday evening, and I was frantically searching for a portable air conditioning unit online for my mom. My mom lives in an apartment by herself. She has severe COPD and it’s been super hot in Ontario – which makes breathing hard for her.

Every place she checked locally and in the surrounding area was sold out. Everywhere I checked online was sold out too – or their shipping dates extended into fall or winter.

Finally, I found one. Not the inexpensive kind, of course, those were all gone. I saw it on Home Depot’s website and bought it for her right away.

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Patience before pitching - Lisa larter
27 May

Practice Patience Before Pitching

By Lisa In Client Experience, Leadership, Marketing, Sales, Social Media /   1 Comment

It was early morning, and the first message in my LinkedIn inbox was a sales pitch from someone I hadn’t met before. I brought up the fact this person had never talked to me before pitching something I didn’t need… and they blocked me.

They called my response “rude and unnecessary”.

Read any sales book, and you’ll discover there is a natural order to the sales process. And that order includes uncovering a need before presenting a solution.

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The Second Sale Strategy, by Lisa Larter
20 May

The Second Sale Strategy

By Lisa In Client Experience, Marketing, Sales /   No Comments

You could likely learn a thing or two from those flyers you get in the mail, they are not looking for the first sale, they are looking for the second sale. Traditional “Getting the sale” thinking is transactional in nature. It doesn’t lay the foundation for a long term relationship with your buyer.

Your strategy shouldn’t be all about the first sale. It should include what happens after that — what happens in the second sale.

In order for you to develop a strategy that includes second sale thinking, there is one thing that is critical to understand: Your buyer’s journey.

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How to continue selling in uncertain times, by Lisa Larter
25 Mar

Selling in Uncertain Times

By Lisa In Business, Cash Flow, Client Experience, Income, Sales /   No Comments

With the unprecedented economy we’re currently in, the thought of selling and continuing “business as usual” may be nerve-wracking and next to impossible for some business owners. It’s not business as usual.

However, there are things most business owners can do to adjust their business and continue selling.

Even though it feels like everything is changing – with news coming out about new measures and restrictions on businesses in an effort to flatten the COVID-19 curve – there are two crucial elements you can take into consideration.

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Don't trash this task - relationship by Lisa Larter
19 Feb

Don’t Trash This One “Task”

By Lisa In Ask Lisa, Business, Client Experience, Leadership /   No Comments

A few weeks ago, we tackled how to ditch pesky repetitive tasks – you know the task I’m talking of: it’s mundane and tedious. You either need to trim and tweak it, transfer it or trash it entirely.

Listen, anything repeatable can be automated. But, while some repetitive tasks should be systematized to save you time, others should be embraced. Why? Because they are your differentiators.

The Repetitive Task: Relationships

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