Category Archives: Jurek’s Blog

Stop interrupting yourself!

Here’s a Terrific Time Management Tip from Gihan Perera: “If your phone rings, dings, or vibrates for every e-mail, text message, social media post or app notification, that’s your own fault. Most apps turn on notifications by default, so take back control and turn off these notifications.”
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Stacking tables and mopping floors

I saw it again last week. It happens so often that for some cafes it is seen as the norm. What am I referring to? Coffee shops that start stacking tables and mopping floors at least 20 minutes before closing time while customers sit close by. Now remember, these customers haven’t just paid for the…
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Making your communication personal

As a recent post quoting copywriting maestro Drayton Bird demonstrates, in a world where people feel more and more as if they're 'just another number', it pays to get personal with your customers with ‘Me to You’ communication. Research shows that one of the biggest turn-offs for customers is seeing information, products, services, deals etc…
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Getting a customer’s perspective of your business

In this blog and in recent editions of the Terrific Tips newsletter, you’ll have noticed observations and comments from the team at UK based Customer Experience specialists, insight6 appearing almost as often as from regular contributors Winston Marsh (Australia), Donald Cooper (Canada) and Bill Marvin (USA). It goes to show that the lessons from focussing…
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Me to You Messages

Do your eyes tend to glaze over when you glance at a supposedly insightful business article that begins, “In these challenging times…” or “In this fast-paced world…” and then follows with, “At the end of the day…”? You are not alone, and there’s an important lesson here. In your marketing materials, don't use hackneyed language.…
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Preparing Your Staff for a Price Increase

Are you about to announce a price increase on your range of products and services? If you are like many small business owners, you will have been agonising over this for months and have probably delayed the price increase far longer than you should have. So, if it’s been tough for you, don’t be surprised…
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Is training really the answer?

It’s a bit sad that I found myself nodding in agreement as I read a short article by workplace culture expert Steve Simpson titled Why Training Doesn’t Work. At Terrific Trading, we are regularly approached about training for workplace teams in customer service, selling skills or dealing with difficult customers. When we ask about the…
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Could this be why you’re not making money?

One of the big challenges for far too many people in small business is that they are busy, busy, busy generating income and looking after customers but… they aren’t making any money. Not only are they not making a profit, they are not even drawing a reasonable wage. This is something my colleague Jan Collins…
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What puts people off selling

Felicity Walker, has the delightful privilege (my words, not hers) of being Winston Marsh’s PA and Miracle Worker. So, she is well-tuned to all things to do with the customer experience and small business marketing. Here she recounts one such experience from which we can all learn. Recently the hairdresser I’d been using for many…
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