Customer service is a pet peeve of ours. The other day I ran into our favorite grocery store to pick up a few things and had a shock. To set the stage, you need to know this grocery store is not the bargain store in our area and they blatantly pride themselves on their stellar customer service.

Anyway, I went to the deli and duly pulled my numbered ticket. There’s one other customer at the deli counter, standing near me, and currently being helped. So I figure I’m next. Especially since there are several deli employees chatting together at the far end of the counter.

Wrong.

John Wooden, a Basketball Hall of Fame coach, said, "Don't let what you can't do interfere with what you can do."

Henry Ford Sr, founder of Ford Motor Company, when challenged on his lack of detailed how-to knowledge on manufacturing cars, answered that he only had to push a button and have 6 people in his office who knew how to get it done.

Plugging the gaps in your skills or interests with an expert is critical to your success. We do this all the time in our personal lives: we hire landscapers, dry cleaners, caterers, mechanics, housekeepers, tailors, you name it. (Although some of us could take a closer look here too.)

We had a smallish group today but full of great ideas, sharing, and masterminding. We thoroughly dissected upsells - the whys, the hows, the whens. Dom spent some time teaching the group about how to do one-click upsells without hiring a developer - pretty cool.

From upsells and our discussion about customer relationships and customer experience, we naturally segued to discussing nurture campaigns. You know, those email or multi-media campaigns you use to foster and maintain a solid relationship with your prospects and clients. Hopefully you are segmenting your list so that each significant group gets their own campaign.