A few years ago, my friend Alex helped her sweetheart Brandon to open a brunch restaurant in Portland. At first, they had zero customers. But within a few months—thanks to some glowing reviews in local newspapers, positive Yelp reviews, and a lot of hard work—they found themselves with a “good" type of problem: They had too many customers. At 9am when they oened their doors, some … [Read more...]
Raise the bar
It’s not about competing. It’s about ensuring there is no substitute for doing what you do. Instead of “That’s not our policy” try “Here are some options for you.” Instead of “We can’t help you” try “Here’s a few referrals for you so you can make things happen. I’m happy to make an introduction” Instead of “These are all the reasons you didn’t get what you wanted” try “I am so sorry you … [Read more...]
