client service / dealing with clients

The Folly of a Free Consultation

samples of juice

In the past few days I’ve had occasion to check out more than one dozen websites created by advocates and care managers. Of those sites, all but two offered a “Free Consultation.” Say it ain’t so! Why? Because the great majority of these free consultation offers simply pave the road to failure. I know… most advocates and care managers who are new to business think that a “free sample” will convince people to work with them, sign a contract, send …

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Aye, Aye, Aye – Don’t Begin with “I”!


One of the simplest and most important rules to effective marketing is one that is broken most frequently by advocates who don’t really understand a few marketing basics. Yet, it’s among the simplest to understand once it’s explained. Further, it’s quite easy to fix. Good, effective marketing is always about seeing the world through the eyes of our target audiences. What we tell them should be focused on THEM and THEIR needs, framed as the benefits to working with us. …

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HIPAA or PIPEDA at Your Fingertips


For all its good intentions, HIPAA (known as PIPEDA in Canada) is a pain in the backside. Yes, granted, what it’s intended to do is keep personal health/ medical information safe and away from the eyeballs and datasets it shouldn’t be seen in – a good thing. But of course, as we all know, the road to heaven is paved with all those good intentions… and here we are 25 and 20 years after their implementation, and that heaven-bound road …

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Turn Criticism Into Gold

One of the things I recommend to all advocates is that they survey their clients after their work is complete, and ask them for testimonials to add to their directory listings. The feedback they receive is gold.    But gold doesn’t mean it’s all hearts-and-flowers!  I heard recently from an advocate (I’ll call her Zelda) who has always heard wonderful things from her clients. They most often regale her with positivity, thanks, and a claim that they worship the ground …

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Making Sure Potential Clients Can’t Phone You

make your phone number easy to read

…. say what? I hope that title caught your attention. You’re thinking, “Woops! She didn’t check her title for errors!” But yes, I did check. I created a title that would catch your attention because chances are you are guilty of the very point I’m going to raise today. For the third time in the past month, I received a phone call from someone who was desperate to find an advocate.  As I always do, I patiently explained to her …

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