Author's articles

Three Words You Never Want Your Customers to Say (or Think) and How to Avoid Them
By Dennis Rosen · 3 years ago
You probably can put together a lot of three-word phrases you would rather not hear from your customers, like, "Lower your prices," or "I want a refund" (I fudged a little on that one). But ...
Nine Ways to Build Trust and Win the Sale
By Dennis Rosen · 3 years ago
What are you doing to build trust in the mind of your customers? Building trust is one of the best ways to increase sales of product and services. This is particularly true if you are ...
How to Handle Customer Complaints Properly to Build Business
By Dennis Rosen · 3 years ago
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Customers may complain about our products, service, or may simply be confused about an issue. Is the customer ...
Is The Customer Always Right?
By Dennis Rosen · 3 years ago
"The Customer is Always Right!" Many businesses live by and preach this phrase. But is it true? No, and everyone knows it. What the phrase really means is that it is best to assume customers ...
These Three Words from a Teller Caused My Father to Move His Life Savings to a Competitor
By Dennis Rosen · 3 years ago
Recently, I wrote an article entitled, "Don't Listen to Your Customers - Understand Them." I want to emphasize how important this is by relating what happened to my father at a bank a number of ...
Why Customer Loyalty Should Not be Your Goal And What You Want Instead
By Dennis Rosen · 3 years ago
Loyalty has become a goal of many businesses. Many consultants claim they will help businesses accomplish this goal. However, it is important that we define our goals correctly since they represent where and how we ...