Customer Service

The 4 most important words in business: How. Can. We. Help.

Asking the right questions and then listening to what is said (and meant) is the first step to a workplace where our customers w

What makes a great rural town, if not its community?

Here are two stories I have heard today, relating to how communities work – or don’t – in regional Western Australia.

Some pitfalls exposed in a quickly scaling business

Businesses that take a decision to grow (“scale” is the current preference) also take on the associated risks. It is widely

Net Promoter Score: A great system badly weakened in the hands of poor execution

“On a scale of 0 (being highly unlikely) and 10 (being very likely) how likely are you to recommend our product/ service to a


Great customers keep coming back. Furthermore, they like your product or service so much that they tell other people. (Who buy


Following on from my recent blog on recruitment ("Getting Great People") is the issue of retaining those people and encouraging


Not long ago, I posted a blog making the point that business is (always) all about the people; employees and customers - in that

Earning respect has huge rewards

Respect needs to be earned; business owners cannot expect respect from the wider community just because they run their own busin


John Matthew

What John Matthew believes about small business

That the owner has risked many things that others take for granted;

That there is no guaranteed income or reward for the considerable effort that is required;

That often, the family home is on the line to support the business and its constituents;

That there is a dignity and self-respect that is earned;

That entire communities would be better places if there was an increased appreciation and respect for small business.

About John | Send me an email