Category Archives: Jurek’s Blog

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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The mechanic and the surgeon

A Lexus mechanic was removing a cylinder head from the motor of a LS460 when he spotted a well-known cardiac surgeon in his garage.  The surgeon was there waiting for the service manager to come and take a look at his car when the mechanic shouted across the garage, "Hey Doc, want to take a…
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Welcome

How can you add one word to ‘Welcome’ and get a 200% improvement? The answer: ‘Welcome back’. People love to be recognised and appreciated for their past custom.  Whether you are in business-to-business, deal with the public, sell on line or face-to-face this recognition and appreciation help customers to feel better about themselves for having…
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Young Royals Boost Small Business

It was terrific to read the story recently about Prince Harry and his recent bride Meghan’s trip to Cardiff and the boost this gave to a local business. Hiut Denim a seven-year old company in Cardigan, Wales employs 16 people and makes 160 pairs of jeans each week. Each pair is signed by the person…
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Lessons from a café

I've used a recent post titled ‘Instead of Advertising’ as a case study with business owners and managers twice in recent months. While it focuses on a restaurant it seems that we can all relate to their predicament in cost effectively attracting more customers, more often to such establishments. In a recent newsletter, Winston Marsh…
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Instead of Advertising

Imagine for a moment that you run a restaurant. You desperately need to get more bums on seats on a regular basis. You’ve got lots of salespeople phoning up offering advertising deals that are at best likely to be marginally effective. What will you decide to spend your precious advertising budget on? Here are some…
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