This speech in my Raleigh Talkmasters Toastmasters Club by Dave Baldwin got me to thinking about how fortunate I have been to have had my own business for over 25 years.

I think the number #1 key for business success is consistency. Just showing up for work and making adjustments as you go along. Dave’s points about lack of planning and focus are right on — and he makes some very serious points about his failures and how it has cost him.

I have had my shares of ups and downs. I have tried new things and been burned a few times — but that’s all part of having a business. At this point in my life, I feel very good that I am able to pay my bills — and I appreciate it’s all about serving my clients.

I have stayed in business by telling my customers what I can do for them — and then delivering. Under promise & over deliver has been my motto.

Why can’t other business understand this fundamental concept?

I have been looking for some public relations help as I try to sell the booklet “6 Easy Steps to Take Charge of Medical Bills.” I decided to ask for advice on LinkedIn.

Got a reference. Checked the website — it was absolutely horrible. In addition to being impossible to read (grey type on a black background!), it showed an absolute ignorance of anything about search engine optimization. For instance, the title tags are “Home,” “Team,” & “Contact.” And these are marketing professionals?

However, they were close by and the might have the skills I was looking for, so I sent an e-mail. I sent the e-mail on a Sunday, and waited until late on Monday to follow up with a phone call.

The phone system just kept putting me in a loop, so I hung up and wrote a note to the person who had recommended them on LinkedIn. What kind of organization is this?

She responded instantly that “I know they are great people” and promptly forwarded my comments to the firm’s owner. He called up and we had a nice conversation.

We know people in common and have several common interests. And he lives within walking distance! So I decided to walk over to his house and give him the booklets so he could understand what I wanted to do.

He had some good suggestions. I said give me a price for your services. I  have been in business for a long time and appreciate you can’t make any money do freebies.

Time is money. Also, no investment, no commitment. I’m willing to pay — but I want to know for what and how much. Simple stuff like that.

Haven’t heard a word back — not even a simple e-mail saying that he doesn’t want to work with me.

This guy comes out of a big Public Relations agency background. Sounds like the company he worked for imploded and it was time to get out.

Probably doesn’t know anything about running a business.

Almost every day I get a call or e-mail asking about my mailing services. Many I can’t help because their budget is too small. I just had a phone call this weekend when I asked the budget — “Oh, about $200/month for a monthly newsletter.” Good luck… I can’t do it, I told her.

On the other hand, I also pick up clients on a regular basis. My phone number is listed on the top of every page — and I try to answer the phone or get back as soon as possible. In today’s economy, it’s all about speed.

And I am fortunate that my clients keep coming back. Customer service is absolutely key to survival today.

I am starting to request recommendations on my Google Place site and have got a few. Unfortunately, today my site on Google Places is down because I asked to make a change on the “At a Glance” section. Good luck trying to find customer service with Google! I guess if you are as big as Google, you don’t have to care what anybody thinks….

If you are looking for top customer service on your next mail marketing,  design, or printing project, call me at 919-848-4332 and let me prove that I can handle your business.