Category Archives: Jurek’s Blog

How to get across a safety message

I read recently that texting while driving is the equivalent of driving with a blood-alcohol level three times the legal limit. That’s an important message to get across but, no matter how solid or extensive the research, will quoting this statistic influence behaviour? Probably not. How else might you influence behaviour? Well, check out this…
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The challenge of providing good feelings

As Zig Ziglar used to say, “Your attitude, not your aptitude, will determine your altitude”. In sharing thoughts on this with a friend, she reminded me of the story about the two travellers. Are you familiar with it? It starts with a Greek philosopher out the front tending to his garden. A passing traveller on…
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Become the Mother Teresa of your industry

In a recent article international management coach Donald Cooper encourages readers to “become the Mother Teresa of their industry” by coaching customers on how to carefully choose, wisely buy and more effectively use what you sell. He says, “A few years ago, I convinced our local butcher to ask customers if they want their roast…
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Getting across your online marketing message

How much of the written information you put up at your website and in electronic promotional materials do your prospective customers read? Are you aware that's a trick question? People rarely read online marketing materials, they scan the text. And in doing so, eye tracking research and other studies suggest that they read between 18…
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When did you last check your website?

I’m no website expert, but I do regularly check the websites of my clients when conducting a Customer Experience Audit of their businesses. Why? Because that’s what at least 7 out of 10 of their prospective customers do and I need to assess each website from their customers’ point of view. And when I say…
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Volunteers

At times when working with museums, visitor centres, national parks and local communities on enhancing the customer experience we have volunteers involved in our workshops and coaching sessions. It’s fascinating to see the range of people from a variety of backgrounds who get involved in giving their time and sharing with others their love of…
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What training should be a priority for owners and managers?

If you are an owner or manager of a business it is likely that you are exceptional at what you do for a living. However, operating a business requires an additional set of skills. Overnight you instantly become responsible for all aspects of your business – bookkeeping, marketing, social media, purchasing, IT, HR… the list…
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Tempering your enthusiasm

When a customer demonstrates interest by asking a question, this gives you an opportunity to inspire confidence in you and your business, which is great. But PLEASE don’t do a ‘data dump’ on your customers.  In other words, don’t overload them with information.  First, clarify what it is they want to know and how much…
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How to use case studies as discussion points with your team

Here are five simple steps on how to use a short case study as an awareness raising tool with your team. I've used the recent Instead of Advertising and Lessons from a Café posts to explain this. Circulate the articles to your team – one at a time, both would be overload. Start with the…
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Appreciation, Approval and Attention

“Three general rules for empowering the people around you, which apply to everyone you meet, are appreciation, approval and attention. Voice your thanks and gratitude to others on every occasion. Praise them for every accomplishment. And pay close attention to them when they talk and want to interact with you. These three behaviours alone will…
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