<p>I have been the proud owner of First Impressions Training for eight years today! 1st September 2010 seems a lifetime ago and yet, just around the corner at the same time. In total, First Impressions has been in business for 34 years and I am the third owner.</p><p>I was asked yesterday what I had learned as a business owner and what advice would I give to someone just starting in business now, so that got me thinking…</p>
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<p>Customer loyalty is priceless. It goes way beyond delivering a high standard of customer service and meeting the needs of the customer in terms of product offering and processes you have in place.</p><p>Loyalty is engendered when you emotionally connect with your customers and you and your team have the ability to communicate your humanness at each customer touchpoint.</p>
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<p>We have spent the last two days exhibiting and speaking at Accountex at ExCel. We had planned to do lots of social media, live tweeting, video and photos - but - we didn't do that. Instead, we did what we always do, we connected on a human level. We had great conversations, connected with many lovely people and started, what we hope will be great collaborations.</p>
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<p>We all make mistakes. Sometimes we have the opportunity to put them right, sometimes we don't.</p><p>Your customers won't always tell you when they're unhappy, instead, they'll tell their friends, family and anyone who they can reach through various social media channels. These customers vote with their feet and are the most damaging to your business. Your churn rates increase, your ability to attract new customers is diminished and your reputation is tarnished.</p>
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<p>We are still floating on air after 'Trusted' was shortlisted for the 'Judges' Choice' category of what can only be described as the Oscars of the business book world!</p>
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<p>Meet our credibility thief. He shows up in many different guises within all of us. He thrives on damaging your reputation, sabotaging your relationships and devouring your profits.</p>
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<p>This time last year we were just starting to write our book, we didn't even have a title at that point, although we had a very good idea of what we wanted to include. We spent the next 6 months planning, writing and editing and the next 5 months with our proof readers, copy editors, designers, typesetters and of course our publisher, Alison Jones.</p>
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<p>On 23rd November, we were very proud to invite our friends, family, valued clients and contacts to the launch of our book, Trusted: The human approach to building outstanding client relationships in a digitised world. In 'Trusted' we introduce you to our T-Spot Model, the 5 elements of building trust.</p>
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<p>In business, we must differentiate ourselves through our brand, through our product offering and, in a service business in particular, through the behaviour of our people.</p><p>Your clients’ perceptions of your organisation are developed through the people they interact with in your company.</p>
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<p>As George Osborne steps into his new role as Editor of the Evening Standard, I was invited to speak to Adrian Chiles on BBC Radio 5 Live to talk about George making a good first impression.</p>
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