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February is American Heart Month

February 1, 2016

Poor diet, lack of exercise and other major risk factors for heart disease and stroke are responsible for at least 25 percent of companies’ healthcare costs. Is it any wonder that investing in the health of employees is one of the best... Read more about February is American Heart Month

Take care of your equipment and it will take care of you! #130

January 18, 2016

As easy as it is today, cleaning the floors were as difficult and time consuming years ago. There are in today’s market, equipment that make sweeping and/or scrubbing that surface very quick indeed. Take the Advance Captor as a very good... Read more about Take care of your equipment and it will take care of you! #130

Are you treating your customers like dogs?

December 15, 2015

Having recently been introduced to a shameful statistic, I thought it timely to give you my opinion on this subject. See if you can swallow this dose of reality: When interviewed, travel agents believe they retain 78% of their paying customers.... Read more about Are you treating your customers like dogs?



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Some People Insist On Shooting Themselves In The Foot

Wednesday, February 1, 2012

I see it all the time. Sometimes multiple times in a single week. And when I am party to it, I see red, feel the hair on the back of neck, and my heartbeat seems to shoot into overdrive.

Why don’t more people realize that it takes months … even years … to earn a customer while a single mismanaged phone call can put a dent in your income without saying a word?

Consider yourself warned. You DO NOT have to shoot yourself in the foot. Learn by my observation.True Story

I called my gas company this week to ask them to “top-off” my holding tank prior to my leaving town for a couple of months. As a customer I was expecting an upbeat greeting. I received a silent response when I said, “Hi Michelle. This is Mike Marchev. Silence. I then took my cue to continue talking by mentioning “I am calling since I will be heading to Florida and need a “top-off.” Since it was 12 degrees at the time of my call,
I thought this information might have stirred the pot and elicited a lively barb or two. Again … silence.

From my viewpoint, I gave this phone receptionist two large opportunities to build on an already sound relationship. BANG! Right in the foot. I called looking for a friendly conversation. I finished my gas order feeling less than appreciated.

I am not going to write a script for you when you find yourself in these relationship-building situations. What I am going to do is remind you that (1) These are enormous opportunities to establish rapport; (2) it is easy to be friendly and interested in your customers; and (3) don’t shoot yourself in the foot simply because it is almost quitting time and you just don’t feel like making a living.

For more information contact Mike at mike@mikemarchev.com or visit www.mikemarchev.com

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