Now you’ve done it. You really messed up this time, and the customer is mad. Or maybe it wasn’t even your fault, but something did not turn out the way it should have. Maybe the customer isn’t angry, but you know that you did not deliver the results you should have.

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People do business with those they trust. That trust can be developed in many ways. If they can visit your place of business, see you face to face, get comfortable with you, and know they can come to you if they have a problem, they will be more likely to trust you and to buy [...]

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How much should you give away for free, and when should you charge? This question comes up for service providers when deciding what content to put on a Web site, presenting to a potential client, or even answering the phone. The justification for giving away free information and services is that by demonstrating your expertise, [...]

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Are you ever tempted to do something “just for the money”? At some time in our lives, most of us do things that we would not do if we didn’t need the money. It might be staying in a job we do not particularly enjoy, or accepting a client with whom we would prefer not [...]

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At an industry conference, I heard a speaker who has a reputation as someone knowledgeable in his field. He even talked about the high fees he charges for speaking and consulting, such as $15,000 for a speech. But he couldn’t get through a sentence without at least one “um” or “uh,” he went off in [...]

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When you receive a customer complaint, recognize it for the good news it is. I know, you want your customers to be happy. You may even take complaints personally and be upset or offended when a customer expresses dissatisfaction. However, if you recognize complaints as the opportunities they are, you can move your business forward. [...]

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Potential clients will ask a lot of questions before they hire you. They will want to know about your experience and qualifications, when they can expect the project to be completed and, of course, the price. But there are two pieces of information you should never reveal, no matter how many times they ask, or [...]

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