Imagine if your doctor deliberately started scheduling appointments to be 5 minutes longer. Imagine if they actively facilitated email contact with you. Imagine if they were available for after-hours appointments without an emergency needing to have happened. Too good to be true? This is exactly the approach being taken by a San Francisco doctor – Larry Shore. He is thinking of his patients as customers and he wants to make them happy. “Who are your customers? What do they want? Try to meet those needs” is his approach. This article provides more detail. Of course there are … Continue reading

Posted on by Brendan

Recently I ran a workshop for a group of people who are all considering starting their own businesses. The topic was “Exploring The Opportunity” and I was there to offer some insight into market research – what it is, why to do it, how to do it, etc. All the attendees were planning to seek external funding to help support their efforts – funding that would in part depend on evidence of diligent (and promising) market research having been carried out. During the lively workshop one woman asked me “What should I do?” She was wracked with … Continue reading

Posted on by Brendan

In a recent post I described the importance of fixing the small things (or “broken windows”) in our businesses so that people don’t think we’re neglecting our business. As is the norm, I also sent the same article to my email list. I had a surprising reaction – two people contacted me and pointed out broken windows of my own! One person said I was using an unattractive font in my emails and the other person pointed out that simply putting “Brendan” as the sender ran the risk of being perceived as Spam. He suggested that I … Continue reading

Posted on by Brendan