Back in 2005 I had this great idea to write a book or blog someday called Flip the Funnel.  Since then I've been collecting ideas/thoughts/suggestions based on the experiences at InterAct Websites, Inc..

Wouldn't you know it that someone beat me to the punch with the book, but I've still got the website and have republished the blog.  I'll get the older articles and some newer stuff as well there soon.

Flip the Funnel is an idea/concept based on taking the sales funnel and flipping it upside down to keep more customers in your funnel vs having them escape to a competitor.  Exciting stuff and I've learned alot through our own trials and errors over the past 5 years.

If you are looking for customer rentention best practices and ideas then flipthefunnel.com may be for you.  Check it out!

I've always been a 'mall haircut' kinda guy.  It's convenient and typcially less expensive than what one might experience in a full service salon.  About a year ago one of our employees who worked for us, back in the day, finished her schooling/licensing and became a stylist in a full service salon.  I put it off for quite a few months, but eventually brought myself to go try it out and give her my support.

It's been very interesting to see and experience many of the little things they do at the salon where she works.  Things like..

1. It's always clean and tidy.
2. It looks and feels warm yet classy.
3. The receptionist takes your coat and hangs it up.
4. They offer you something to drink.
5. There is rarely a wait.
6. Your stylist greets you very quickly once you arrive.
7. Your stylist always remembers your name.

So, how do these translate into keeping customers happy and coming back to the salon?  Well, here's the key (match the same number to the numbered list above)..

1. There is no clutter to distract you from the experience of being there.
2. You feel comfortable and confident in your decision to get your hair cut or styled there.
3. Each stylist has a number in the coat rack area so when you leave they know exactly where your coat is without having to ask.
4. It's nice to know I can show up thirsty.
5. They encourage me to schedule an appointment to get the best service and who doesn't want the best service.
6. They use a computer system to check you in which alerts the stylist from the salon area that you are here and she quickly comes to the front.
7. The computer system also displays your name so they can remember it before they come to the front.

As I walked away with a very handsome haircut ... the thoughts were racing through my head of what little things do we do for our clients that could make a big difference?  What little things do you do for your clients?

This year at the Louisville RVIA (rv industry assocaition) trade show their was a hope in the air that wasn't there last year.  Such a difference from last year.  Even with the show being quite a bit smaller (it was still huge:) dealers and vendors we spoke with all felt the same way.

Ron, Shauna, and I attended this year and had a great time meeting with dealerships, getting to see the new products, and catching up with friends.

Looking forward to some great things in 2010!

It's been a few years now that I take our vehicles to the quicklube for oil changes and fluids maintenance. Whether you think that's a complete waste of money, like my dad, or you do it yourself it doens't matter ... just continue reading...

If you've been into a quicklube type establishment lately it's quite an experience in its own right. Aside from the fact that they use technology well to keep tabs on your maintenance history and if you can get over the techs yelling out what they just completed ... have you noticed the LARGE menu of services they have available on the walls? All kinds of services related to fluids, wipers, lights, tire rotations, and 5 different kinds of oil changes. Oil changes for old cars, new cars, high mileage cars, basic oil, and pure synthetics. So that's what I'm used to when it comes to oil changes. Choices with good explanations that I can understand and make decisions on.

For major repairs I take my vehicles to more of a traditional 'auto garage'. Today I was having a mechanical issue so I tookmy car there. Because I was there, my car also needed an oil change, and it was convenient I asked the attendant for an oil change as well. Because my car has 166,000 miles on it I asked for a blend of oil for higher mileage cars and I got a dumb and confused look. He kinda sputtered and muttered a bit and then came up with a 'high mileage oil change service'. You know the kind ... the made up kind.

That was when it all clicked. My Menu Selling Moment of Truth. As I looked around there weren't any large menus on the walls that I could (or he could for that matter) choose from. Nothing that gave me (or him) the information I needed to make an informed, confident decision about my high mileage oil change.

We do so many different Internet marketing things for our clients and we've done a less than stellar job of putting them into a menu that both makes it easy for them to understand and also for us to remember and explain. You can bet that in the near future we'll be putting those menus of available services up!

What about you and your business? Are the products and services you offer displayed in an easy to understand, expected, and predictable way?

Until next time...

I was reading an article recently and came across the following beneficial team behaviors:

Tame the email. Sometimes emailing doesn't make sense to communicate effectively and efficiently. Pick up the phone. It avoids misunderstandings.

Tribalism is alive so kill it. Tribalism is what happens when barriers create destructive, competitive behavior. Keep the communication flowing.

Discipline matters more than talent. A strong work ethic can outperform pure talent.

Bring the passion. Ask yourself, What can I do to make my work better?

Learn to lose like a kid. Whatever the disappointment is, mourn it, then move on.

Respect everything. The work, the client, each other.

Taken from The Peaceable Kingdom by Stand Richards.