Confidential Counselor

I am very unhappy with my present wireless device. It crashes way too often, the back-light dims when it is not suppose to, battery life is terrible, and it is becoming more and more unreliable.

On first blush the simple answer is to switch devices or wireless providers, and yes I am considering it but here is my conundrum. Based on my research of their other available devices, I would be going from the frying pan to the fire. As for changing carriers, according to industry reports as well as my own experiences with cell phones over 20+ years, I am already with the best, albeit most expensive network.

As I languish over moving to another company to secure a device that my present vendor does not offer, I have stopped into no less than 5 company owned retail stores in the last 10 days or so to “play” with a possible alternative. Each and every time a salesperson comes over to me to see if I need help I explain my situation, and each and every time I do this, they look like a deer caught in the headlights and walk away silently offering no solution.

I get it. They are compensated for new sales and not retaining a current customer, unless the customer is up for contract renewal.

If your sales force works in this manner, beware. Your top-line sales may be okay, but you will never enjoy long time customer retention. Taking care of the customer ought not be a one time experience, it should be a lifetime commitment. This is how you get referrals, renewals and good press.

Despite the rhetoric from both ends of Pennsylvania Avenue, individuals and small businesses alike know that they have a better chance of wining the Powerball lottery than getting credit from large banks and government (i.e. SBA) programs.

Many people feel helpless and resign themselves to remaining in a bad banking relationship with their current bank, many of which have received large sums of taxpayer money.

While I do not often agree with comedian and talk show host Bill Maher, I do wholeheartedly support his position regarding walking away from the big banks and supporting local financial institutions, including community banks.

I also endorse the “Move Your Money” initiative. If you have any influence with endowments, alumni associations, non-profits, or other such similar groups I encourage you to urge them to join this noble and important cause.

We may never get change from Washington, but individually and together, we can make a difference. Lets support our local communities so they in turn can support our small businesses!

Over the last few weeks the demand for the services that Confidential Counselor offers has increased significantly. In theory I should be very happy about this. All too often though the calls are from small businesses that are in dire straights and their future prospects are very bleak.

On one hand I could use the old axiom of “one man’s trash is another man’s treasure,” but when we are talking about people’s lives, it is profoundly sad and quite challenging.

I share this tidbit with you not to garner sympathy but to share some knowledge based on my decades of experiences.

• If you think that your business needs help, it does. Don’t hesitate, call in a pro…today!
• A good surfer is attuned to know when to catch a good wave and how best to react to changing currents. Business operates in the same manner. Even if you don’t think that you need to retain a consultant, have a competent professional evaluate your business biannually to make sure that you are most effectively responding to potential disruptive business, industry and economic conditions.
• If you are the business owner and you have not personally spoken to/interacted with at least 50% of your customers in the last six months, remedy this today! You may have an extraordinary staff and great managers, but you are the owner of the company…get in the game!

Lastly, as I often tell clients that it is usually not a boulder that kills you, it is all the pebbles that hit you over and over that lead to a slow death. Pay attention today and every day!

Feel free to email me with questions or to discuss how Confidential Counselor may be of service to you and your business.