Make or Break Moments

This Service Stinks

Deborah Chaddock Brown — Tue, 01 Nov 2011 22:23:20 +0000

I have bugs in my living room. Big, leggy, gross bugs and when you squish them a blue goo comes out. Ick. At first there was just one and then a few days later, one more. Over the last month I’ve seen and disposed of about 12 of them and yesterday when I saw one [...]

I Solve Your Problems

Deborah Chaddock Brown — Wed, 19 Oct 2011 21:30:29 +0000

Last week I spoke at the Fastbreak Breakfast hosted by the Canton Chamber and Aultcare. The topic was social media strategy and as part of my speech I have the participants think about their 30 second commerical in terms of the 140 character restriction of most social sites. You have to be focused. People don’t [...]

Blogging to Connect with Customers

Deborah Chaddock Brown — Thu, 06 Oct 2011 23:46:56 +0000

Those that have begun the process of using social media, Facebook, Twitter, LinkedIn, etc. start by being driven by a desire to get their name out on the web. They understand the value of being visible and being found but still use the tools as one way – push your message out there, vehicles. The [...]

Verizon’s Arbitrary Pricing Leads to Customer Confusion

Deborah Chaddock Brown — Tue, 09 Aug 2011 17:32:12 +0000

There are three schools of thought on product pricing: Set it and forget it Set it and haggle Leave it open for interpretation We are used to the price being the price and unless there is a coupon or special, the marked price is what you are expected to pay. Conversely, if you have traveled [...]

Dr. Stanley Pearle: The Original Customer Relationship Builder

Deborah Chaddock Brown — Sat, 23 Jul 2011 15:35:17 +0000

This week one of my business heroes passed away, Dr. Stanley Pearle. Dr. Pearle was the founder and original owner and lifetime inspiration for the optical retail chain: Pearle Vision. I started to work for Pearle Vision in 1987 when the only optical discount was in August for ”Family Eyecare Month.” We didn’t have computers in [...]

The Power of a Personal Network

Deborah Chaddock Brown — Fri, 15 Jul 2011 14:37:48 +0000

They say life can change in the blink of an eye, but you never really appreciate how true that phrase is until someone blinks. On July 7, 2011, at 4:30pm, life blinked for my 20 year old son, Ben and the ripple effects of that blink reach beyond comprehension. He was hit directly in the [...]

Customer Recommendations Politics and Prose Style

Deborah Chaddock Brown — Wed, 06 Jul 2011 15:55:15 +0000

There is a bookstore called Politics and Prose located in a neighborhood of DC that opened almost 30 years ago. The founder, Carla Cohen, truly understood the value of being connected with her customers. In an article in Inc Magazine a few months ago, the bookstore and more importantly, Carla Cohen, were featured. There [...]

Crying Baby – Fancy Restaurant – Piece of Pie

Deborah Chaddock Brown — Mon, 04 Jul 2011 15:15:01 +0000

Now here is a dilema for you to chew on. Friends of mine just went out for a fancy dinner. They don’t normally go out, married over 30 years, both busy in their careers, they are lucky if they have time for a quick spin through the local drive through. But last weekend they decided [...]

Four Principles to a Customer Focused Business

Deborah Chaddock Brown — Tue, 28 Jun 2011 15:04:34 +0000

Hangers Cleaners in Kansas City was featured on Cool Runnings for taking a different approach to a pretty boring business segment – dry cleaners. Joe Runyon, the owner of Hangers Cleaners shares his thoughts on making a business successful. And in his case – being successful in an industry that is declining. Watch the video, [...]

Clinique – To Pump or Not to Pump

Deborah Chaddock Brown — Tue, 21 Jun 2011 13:44:45 +0000

Are you familiar with Clinique and their line of skin care products? You find them in the department stores along with several competitor counters offering eternal life. Frankly, although a lot more expensive that the Suave brand at my local Drug Mart, I do like the Clinique products. My mom just came to town for the [...]