The library
Answers to the question you were about to Google.
Practical marketing, design and online presence advice for local businesses. Every number in here traces to a named source. Where a figure could not be verified, I say so instead of making one up.
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Surprise and Delight Marketing for Service Businesses
Small unannounced gestures that cost little and get talked about for years. Read
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Creating a Client Portal for Self-Service Progress
Cut support calls by giving clients photos, invoices and rescheduling in one place. Read
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Building an Enterprise Account Management Process
Structure your largest commercial accounts so they never quietly slip to a competitor. Read
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Crafting a Premium Client Welcome Kit
A branded welcome pack that kills buyer’s remorse and prevents half your support calls. Read
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NPS Surveys for Service Pros
Run a one-question survey that routes happy clients to reviews and unhappy ones to you. Read
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Set-and-Forget Seasonal Reminder Sequences
Fill your calendar every spring and autumn with reminders that run without you. Read
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Handling Client Complaints and Turning Them Around
A structured de-escalation and recovery process that turns complaints into loyalty. Read
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Building an Unofficial Local Partner Network
Form alliances with complementary local providers to trade warm referrals both ways. Read
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Creating a High-Touch Client Anniversary Sequence
Celebrate client milestones with automated gifts and year-in-review service summaries. Read
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Reducing Client Churn in Recurring Services
Spot the warning signs early, run proactive health checks, and save customers before they cancel. Read