Gary Holt Blog

Customer Service Issues: How to Resolve Complaints in Four Steps

Posted by Andrea Hewett on Wed, Apr, 06, 2016 @ 10:04 AM

You may have heard of the saying “Good news travels fast. Bad news travels faster.” This can become apparent in word-of-mouth comments regarding your Customer Service. However, now that information is being spread and monitored in different ways, researchers are discovering new rules. By scanning people’s brains and tracking their e-mails and online posts, neuroscientists and psychologists have found that good news can spread faster and farther than disasters and sob stories.

Read More

Topics: identity, customer service, customer complaints, new customers, happy customers, Gary Holt, clients, social media, customer issues

Customer Service: How to Create Customers for Life!

Posted by Andrea Hewett on Tue, Dec, 16, 2014 @ 15:12 PM

This is a guest blog post written by Andrea Hewett, Social Media Business Director
for Holt Marketing and Management Services, Inc.

Read More

Topics: customer service, business strategy, strategies, customer complaints, buyer persona, more business, business success, happy customers, brand, finding good employees, finding great employees, strategic, buyer personas, successful strategies, clients, more sales, customer issues, how to find good employees

Break on through to the Other Side of Productivity

Posted by Andrea Hewett on Mon, Dec, 08, 2014 @ 16:12 PM

Break-through Improvement


Read More

Topics: customer service, business strategy, process development, michigan consultant, improve efficiency, customer complaints, Proprietary Systemic Differentiation, buyer persona, business success, buyer personas, successful strategies, business systems, Process Mapping, marketingholt.com, customer issues

Knowing Your Buyer Persona: Why it’s Essential to Increasing Profits

Posted by Andrea Hewett on Wed, Nov, 05, 2014 @ 11:11 AM

This is a guest blog post written by Andrea Hewett, Social Media Business Director
for Holt Marketing and Management Services, Inc.

Read More

Topics: sales, saginaw marketing, customer service, business strategy, michigan consultant, Michigan, customer complaints, buyer persona, business success, new product development, happy customers, Gary Holt, buyer personas, call centers, customer database, michigan marketing, marketingholt.com, customer issues, telemarketing, customer list

How to Increase Your Gross Margins

Posted by gary holt on Wed, Aug, 20, 2014 @ 12:08 PM

In today’s economic climate a business cannot simply sell its way out of a profit problem. The economy has caused demand to decline and competition is responding by cutting prices in an effort to increase their sales.  Unfortunately, excessive price cutting can be disastrous to everyone’s profits.

Read More

Topics: brand awareness, marketing strategies, customer service, business strategy, marketing plan, marketing management, process development, increasing traffic, gross margins, unique selling, gross margin calculation, increasing sales, business success, happy customers, increase profits, information value, profit margin, gross margin ration, calculate gross margin, gross margin percentage, gross margin calculator, gross profit percentage, increase gross margins, ebook, company branding, business systems, analysis, direct marketing, customer issues, gross margin, gross profit, gross margin formula, what is gross margin, how to calculate gross margin, gross profit margin, increase gross profit, gross margin matrix

The Business Plan that Never Fails

Posted by Andrea Hewett on Fri, Aug, 08, 2014 @ 15:08 PM

Most organizations don’t spend enough truly productive time attempting to improve the contol of their organization; these steps include oversight, measurement and manipulation of the organization’s processes to fulfill the organization’s sales and profit projections and the expectations of their customers.

Read More

Topics: profitability, profits, customer service, marketing plan, Efficiency, improve efficiency, make more money, new customers, business success, new product development, happy customers, increase profits, Gary Holt, profit growth, strategic, business systems, customer issues

The Gross Margin Matrix – Avoiding System Failure

Posted by Andrea Hewett on Fri, Jul, 18, 2014 @ 08:07 AM

In today’s economy, businesses are often having trouble with sales and, most often, with increased sales they are still having profit problems. Why is this? Due to the current economic crises, demand has declined and more often than not, the competition responds by slashing prices to boost sales. What they don't realize is that excessive price cuts are usually harmful to not only their profits, but to everyone's.

Read More

Topics: marketing strategy, brand awareness, marketing strategies, marketing, profitability, profits, customer service, business strategy, marketing plan, marketing management, process development, corporate branding, strategies, improve efficiency, gross margins, Michigan, increasing sales, make more money, business success, happy customers, increase profits, Efficiency Improvements, profit growth, information value, inbound marketing plans, company branding, business systems, analysis, inbound marketing, increase sales, direct marketing, customer issues, innovation, information, system failure

Super Sales Teams: Think like an Entrepreneur, Sell like a Pro part 2

Posted by Rich Droste on Fri, Jun, 13, 2014 @ 08:06 AM

Market Size and Behavior 

Read More

Topics: sales, marketing strategy, marketing strategies, marketing, customer service, inbound and outbound marketing, increasing sales, happy customers, Entrepreneur, more sales, blogs, social media, increase sales, marketingholt.com, direct marketing, customer issues, innovation

Coaching- Putting the Power into Leadership

Posted by gary holt on Tue, Nov, 27, 2012 @ 12:11 PM

The last series of articles has talked about Change Management and how important it is to have employees on board with your businesses plan. Unfortunately, that can sometimes not be the case and how you implement your change management through the use of your leadership team’s abilities and the vision of the future state of your business are critical keys to the success of your change management. There is one more aspect to successful change management that is important to having success and also to ensure that you and your business follow appropriate work steps in order to discipline or remove workers who will not comply- that aspect is Coaching.

Read More

Topics: sales, marketing strategy, marketing strategies, metrics, customer service, business strategy, marketing management, process development, unique selling, Liability, more business, optimization, happy customers, change, strategic, clients, new business, more sales, Process Mapping, flowcharting, workflow mapping, change management, workflow diagrams, coaching, customer issues, innovation, information

Documenting Workflows and Procedures = Time Off

Posted by gary holt on Tue, Nov, 27, 2012 @ 12:11 PM

In the previous chapters we have discussed what documenting workflows and processes are about and why they are used by various sizes and types of companies. We discussed one of the best positive reasons for documenting workflows- growth and profitability and we also looked at reasons to have documented workflow processes from a risk aversion standpoint. There is another sizeable reason for having your processes documented so employees have clear workflows and expectations- time off.

Read More

Topics: brand awareness, profits, metrics, identity, customer service, diagrams, customer complaints, increasing sales, make more money, more business, business success, increase profits, Investing for retirement, successful strategies, company branding, new business, business systems, Process Mapping, flowcharting, analysis, workflow mapping, increase sales, workflow diagrams, customer issues, information

Workflows and Processes- Holt’s Experience

Posted by gary holt on Tue, Nov, 27, 2012 @ 12:11 PM

Do I have your ear now for the importance of having workflows documented and formally available as training and coaching tools for employees? There are just so many reasons to have this work done but the next question is how do you get that work completed?

Read More

Topics: Risk Aversion, profits, customer service, increasing traffic, outbound marketing, michigan consultant, business success, optimization, workflows, happy customers, increase profits, clients, business systems, flowcharting, workflow mapping, workflow diagrams, marketingholt.com, customer issues

Risk Aversion- Preventing Loss by Having Workflows Documented

Posted by gary holt on Tue, Nov, 27, 2012 @ 09:11 AM

Another benefit of having your workflows documented and committed to being followed is more than just profitability it's peace of mind. Knowing that the day when a client or government agency comes in to audit you for safety or quality you can produce examples of employees following your documented processes and that the critical processes have been documented to save you and your company from financial risk, potential liability and ruin.

Read More

Topics: Risk Aversion, marketing strategies, marketing, profitability, metrics, strategies, diagrams, Liability, customer complaints, increasing sales, business success, optimization, workflows, information value, business systems, Process Mapping, flowcharting, workflow mapping, workflow diagrams, customer issues

The Personal Side of Change Influence

Posted by gary holt on Mon, Nov, 26, 2012 @ 13:11 PM

One often finds that even after successfully implementing process maps and workflows that there are still obstacles in the way of their operations. Since the work already done was a systematic analysis of how the process should be done, it may not mirror how people who operate the process think and behave. This difference in how they view the changes and implementation of a standardized ‘method of thinking’ may be enough to cause them to resist the changes that have been implemented by the efforts of the process mapping.

Read More

Topics: marketing strategies, customer service, business strategy, marketing plan, process development, michigan consultant, diagrams, customer complaints, increasing sales, business success, workflows, happy customers, change, successful strategies, new business, business systems, more sales, Process Mapping, flowcharting, workflow mapping, change management, workflow diagrams, marketingholt.com, customer issues, information

Small Business Strategic Alliances

Posted by gary holt on Mon, Nov, 26, 2012 @ 12:11 PM

In the market over the next five years, small companies will have to create strategic alliances to grow because the Pace of Change will not allow them, by themselves, to accumulate all the skills and resources required to leverage opportunities before their competitors do. I’m talking about two or more organizations collaborating for mutual economic gain.

Read More

Topics: business strategy, marketing plan, corporate branding, strategies, increasing traffic, michigan consultant, Michigan, strategic alliance, increasing sales, make more money, more business, business success, happy customers, increase profits, internet marketing, adrift in the internet, information value, b2b marketing, strategic marketing, strategic partnership, strategic, market share, prospecting, allianace, business systems, partnership, trademark, B2B prospecting, increase sales, customer issues, information

Leadership for Change

Posted by gary holt on Mon, Nov, 26, 2012 @ 10:11 AM

If dealing with change in your work force feels like a battle of wills then you need to step back and rethink the issue.  When changing any part of the structure in the workplace such as procedures, processes, or responsibilities, getting the employees ‘on board’ can be handled in two ways- a dictate from management passed down to be followed by fear of punishment or a change to be implemented through the leadership of your process.

Read More

Topics: Risk Aversion, brand awareness, profitability, customer service, business strategy, corporate branding, increasing traffic, gross margins, Liability, customer complaints, increasing sales, more business, business success, optimization, workflows, happy customers, change, brand, increase profits, internet marketing strategy, successful strategies, business systems, more sales, Process Mapping, analysis, change management, internet marketing strategies, increase sales, customer issues

The 4 Step Method to Handle Customer Complaints

Posted by gary holt on Tue, Nov, 20, 2012 @ 14:11 PM
  • Treat people with respect. Don’t argue or yell.
  • Listen carefully before you answer.
  • Make every effort to keep promises you make.
  • If you can’t resolve the issue, say so politely and, with empathy, apologize.

When a customer feels they have been treated unfairly or that they did not receive what they expected, they will complain.

Read More

Topics: branding, brand awareness, profitability, customer service, unique selling, customer complaints, increasing sales, more business, new customers, business success, optimization, happy customers, brand, increase profits, company branding, clients, new business, more sales, increase sales, customer issues