Walking the Talk On Trust

Are you walking the talk on trust? As abstract and amorphous as the concept of trust may appear, we all implicitly know how essential it is to business success. Nothing meaningful or valuable happens without it. Which is why many businesses have stated goals such as...

How To Build Trust And Assess Integrity

Have you ever wondered what the best way is to build trust and assess integrity while recruiting someone? As we emerge from the worst of the COVID period, it’s clear that attracting human capital is proving to be one of the most challenging problems facing various...

Ugly Truth About Net Promoter Score

This post details the ugly truth about Net Promoter Score. When I speak with businesses about what they’re doing to assess the trust of their key stakeholders (customers, employees, suppliers), I regularly hear Net Promoter Score (NPS) is the feedback mechanism and...

Trusting The Wrong People

Have you ever wondered why we sometimes end up trusting the wrong people? A friend of mine had his trust betrayed a number of years ago by someone who wanted to merge their respective businesses. They had verbally agreed to a 50/50 equity split in a new company and,...
How memory loss can affect your finances

How memory loss can affect your finances

Ageing comes with its fair share of pitfalls. The body doesn’t always do what it once could, but the memory may also be starting to fade. This may take slight forms of memory loss, but increasingly, for many Australians, it’s manifesting in the form of dementia – a disease that now affects 1 in 10 Australians over the age of 65, with a trend that is increasing.

How to collect client feedback

How to collect client feedback

You should make the effort to collect client feedback on a regular basis if you’re serious about managing your clients as your most important and valuable asset. Yes, this could include an ad hoc discussion while you’re meeting with your clients, but ideally should include a more formal request for structured feedback about key outcomes that are critical to the future of your client relationships and your business. Here I mean the need to understand whether your customers:

Customer Retention Strategies

Customer Retention Strategies

All of your clients will depart this mortal coil at some point in time, others will divorce or separate and still others will relocate to a new country, state, city or town. Some may even leave you because they don’t think you’re doing a good enough job or you charge too much or they feel unloved.

How to Sell a Service

How to Sell a Service

Since the introduction of FOFA, there has rightly been increased interest in being able to convince clients about the value delivered in return for the fees and charges they pay for advice.

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