Terrific Blogs

Jurek's Blog - latest entries

  • Never assume
    A young engineer was leaving the office at 5.45 p.m. when he found the CEO standing in front of the shredder with a piece of paper in his hand. “Listen,” said the CEO, “this is a very sensitive and important document, and my secretary is not here. Can you make this thing work?” “Certainly,” said the young engineer. He turned Continue…
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  • Dealing diplomatically with negative customer comments – Tips for your team
    There’s a lot of negativity around, isn’t there? It’s hard to avoid on the news, in social media and in conversation. These negative comments from customers aren’t necessarily aimed at you or your business.  Much of the time it is often more general gloomy customer comments that get loaded onto us over the phone and face-to-face. These can range from Continue…
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  • Good design influences behaviour – Part Two
    In a recent post I included an example of how good design can encourage recycling. Here are two examples of design being used to improve road safety. This is an area I find fascinating because the standard approach used by government authorities is to increase fines and increase the number of demerit points issued to motorists. Since 2008 the deaths Continue…
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Terrific Retail Insights - latest entries

  • What message do your signs give?
    It’s always fascinating to view the world through the customer’s eyes and become aware of how businesses makes us feel. When visiting an attraction, venue, restaurant or store notice the part that the signage plays in your experience. For example, I couldn’t help but smile as my eyes were drawn to the customer friendly sign in the accompanying photo as Continue…
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  • Appreciating the lifetime value of your customers
    Following the Lifetime Value of a Customer blog post, Dean Scott got in touch to share an example which demonstrates the importance of focussing on this important measure. For many years Dean owned a successful newsagency in Subiaco, selling the business last year, and is now the Western Australian General Manager for the Australian Lottery and Newsagents Association. Thanks to Continue…
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  • Would you like snail bait with that?
    Add on selling, companion selling, related selling, suggestive selling.  No matter what label is used, it works. I was reminded of this when discussing the topic with some garden centre people recently – people who didn’t want to appear pushy to their customers, many of whom were regulars. I recounted to them an occasion when my colleague, Jan Collins, was Continue…
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