Monday, July 25, 2016

Internet Marketing Expert - Jan Roos

In this episode we interview Jan Roos, an Internet Marketing expert and small business owners.

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Jan is the founder of Expert Engines.coHe previously co-founded another company, Vitality Sciences, a nutritional supplement & sports nutrition company.
Prior to starting his own business, he had a successful career in the corporate world working for various companies.
Expert Engines is a boutique digital agency specializing in fast, high-quality lead generation for businesses.

"The Post Click Experience is critical to online advertisement conversion."

Download this FREE document to learn more about using Google AdWords in your small business today!

    Tuesday, July 19, 2016

    Erica Castner - Business Relationship Strategists

    In this episode we interview Erica Castner, a business relationship strategists for professionals and small business owners who need to build a constant pipeline of business referrals.

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    Some inspiring and insightful quotes for small business owners from her interview on The How of Business podcast:

    • “…getting rid of limiting anchors in her world.” This was key to adjusting her beliefs and perspectives in life that were limiting her.
    • It’s not what you know, it’s who you know.
    • What you can get; what you can add,” is the way Erica explains her recommended approach to any network opportunity.
    • Erica finds that successful small business owners don’t go at it alone.

    Monday, July 11, 2016

    Tim Sanders Interview

    In this episode we interview Tim Sanders, Sales & Leadership Keynote Speaker and New York Times bestselling author of 5 books, which have been translated into over a dozen languages!
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    Tim shares valuable tips, advice and insights for small business owners. His latest book, Dealstorming, is about using a  structured, scalable, repeatable process that can break through any sales (or other business challenge) deadlock. It's brainstorming with a lot more process around it. He calls it “a Swiss Army knife for today’s toughest sales challenges.” It fixes the broken parts of the brainstorming process and reinvigorates account management and business owners for today's increasingly complicated sales environment and businesses.

    As Tim explains, the main idea behind the book is that it’s getting complicated to make a sale, keep a client or raise money for your business. To solve all the problems and stand out from the crowd, innovation is required at every step of the journey. And here’s the key: Genius is a team sport.

    Friday, July 8, 2016

    Episode 22: Resources for Success

    As small business owners we must be aware of our strengths and weaknesses, and implement systems, tools and leverage other people to complement our weaknesses. To be a successful small business owner you must have a methodology for keeping yourself organized.

    In this episode of the How of Business podcast, we discuss the personal and business productivity tools we have implemented for ourselves and our small businesses
    Episode 022 - Resources for Success
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    Tuesday, July 5, 2016

    Franchise Consultant & Author: Nick Neonakis

    Nick Neonakis has over 20 years of business experience with 10 years as a senior executive in franchising. He is proof of the American Dream in Action; his family moved from Greece when he was a boy and achieved success in this country through hard work and education.

    Now, his greatest joy – outside of his wife and 3 children – is in helping those who have made the decision to achieve independence through business ownership and make their own dream a reality. Nick has dedicated himself to what he believes he is best at and loves doing: connecting with people, problem solving, creating opportunities, and offering pragmatic advice.

    Nick is the co-author of the book “The Franchise MBA”. The purpose of this book is to help you create wealth through using a franchise vehicle as a business investment. It provides information, frameworks, and stories to help you make an informed decision about whether owning a franchise is the right step for you.

    Episode 023 - Nick Neonakis Interview
    In this episode we interview Nick Neonakis, author of The Franchise MBA and CEO of The Franchise Consulting Company. He shares value insights, tips and advice for those considering investing in a franchise business.
    [Listen on iTunes] [Listen on Stitcher]

    Monday, July 4, 2016

    One City - Two Tales of Service

    Downtown Miami, Florida - Photo by WPPilot / CC BY

    Consistently Poor Service - With one shinning exception!

    Miami is a wonderful place to visit. With its diverse cultural influences and a myriad of entertainment options - including the famous beaches - it's a fun place in the sun. This highly photogenic city has lots to offer, is home to millions and a favorite destination for millions more tourists from all around the world. 

    I grew up in South Florida, but moved to Dallas, Texas in 1989. Over the years since, I have visited Miami countless times both on business and for pleasure. While attention to service has never been a strength, it's been easy to notice the precipitous decline in customer service in South Florida over the years. It mirrors the decline in service quality nationwide, but significantly magnified. 

    At restaurants, hotels, the airports, and anywhere else you visit, service in Miami is generally indifferent at best and often downright atrocious. I have various theories as to why this is the case, but suffice it to say that it's just not considered important for most businesses or organizations in this city. 

    During my trip to Miami this past week I had plenty of poor service experiences that confirm my position, and one surprising overwhelmingly positive experience

    Let's start with the bad and, unfortunately, typical South Florida service experiences.  I was driving down beautiful A1A in Sunny Isles Beach at dinner time. I spotted a restaurant location of a growing chain that offers chicken and Latin food, and I am a fan of their food. Their service is inconsistent, but I stopped in anyway, as I had a craving for their yummy rotisserie chicken. 

    I entered this fast-causal restaurant and immediately regretted it. I could not help but notice how dirty and disorganized the place was. The floor was dirty and the condiments bar was a mess, but I continued bravely approaching the register. Then I clearly noticed the disorder in the kitchen - suffice it to say there was more spilled food on the preparation tables and floor than in the food bins. The place was not busy, with only one customer ahead of me at the register ordering. But it looked like they had just served thousands of customers, and there was no one cleaning, and certainly nobody greeted me as I entered and waited to order.   

    I swiftly turned around, unnoticed by any member of the staff of course, and walked out. I found another restaurant in the same shopping center, were the food was good but the service was mediocre and disinterested. 

    At this other Cuban restaurant I sat at the counter (like you would at a traditional diner-type restaurant) and ordered a Cuban sandwich. The food was good, but the two servers where too engrossed in their personal conversation (which I had no choice but to overhear), to offer any attention to my needs - like the two times I had to get their attention for a refill on my drink.

    I could go on and on, and provide an endless list of poor customer service examples, but you get the point.

    Then there was the great experience at my hotel which pleasantly surprised me and made for a great visit. I stayed at the Residence Inn by Marriott at Aventura Mall

    I am a rather harsh critic, particularly when it comes to hotels. I am not completely sure how they are doing it, but this hotel is executing at an extremely high level. 

    It's just a Residence Inn, not a "five star" hotel - and I don't say that other than to set the context. I've stayed at countless Residence Inns, and other Marriott properties, all over the country in my many years of travel. This Residence Inn provided the BEST service and overall experience of any hotel I've visited in a long time (including other much more expensive hotels)! 

    It's a newer property, so that certainly partially explains the good appearance of the room and the common areas. But, there is no doubt that it's also well maintained. Appearance, condition and cleanliness are all very important. What was exceptional, however, was the consistently good customer service.

    From my wonderful experience at check-in, the friendly greetings from staff in the hall ways, and the employees attending to the delicious breakfast, the service was consistently remarkable at every level.

    What these experiences confirmed for me, is that it can be done. You can deliver great customer service in your business if you want to and if you focus on it. And it does impact your brand and your business. Despite the challenges of an environment like Miami where you have a culture that does not necessarily embrace the value of service, there are examples like this hotel business that get it right. 

    I have to believe that it starts of at the top of this business, and their training and management focuses on delivering remarkable customer service for its guests every day and in every interaction. It's what we can achieve in our own small businesses regardless of the environment or type of employees. We just have to make it a priority and instill a culture that genuinely cares about the customer experience. 

    Want to learn more about delivering Great Customer Service in your small business?
    We invite you to listen to episode 14 (Delivering Remarkable Customer Service) of The How of Business podcast on this topic: