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What to do With That Complimentary Letter for Good Customer Service
So, what to do with that letter complimenting that good customer service? High Five Who doesn’t like to receive a compliment? You’ll be hard pressed to find a person in the world that truly doesn’t...
View ArticleA Lesson In Customer Service… A Tale of One City
I just came across an article that highlights what can, and hopefully should, happen when you start responding to what your customers really want. In League City, the municipality started fixing the...
View ArticleWould You Give Your Staff Your Revenue For a Day?
Since you’ve been reading my posts for quite a while, you’ll most likely remember that one of the things that we talk about often is how well you treat your teams. Treat your internal teams as well as...
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Customer Complaints – What NOT to Do and How to Handle them properly to...
Companies and businesses make mistakes. That’s fine. Customers expect them from time to time. Customers are actually much more patient than we give them credit for when a mistake is made. They...
View ArticlePatient Centered Care – How Two Broken Bones Identified a Language Barrier
Every industry or field of business has it’s own jargon, we all know that. But do your customers speak it or even understand you when you speak with them? We hit a milestone at our house yesterday…...
View ArticleCustomer Service – Such a Big Problem That Is So Simple To Fix
Is your customer service so bad that it drives customers to your competitors? Is your customer service so good that you receive new customers weekly simply because of your service reputation? Are you...
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Customer Service Hiring- 4 Common Mistakes Small Business Owners Make an How...
Small business owners are more aware today than ever that the success of their business lies largely in the level of customer service that their staff delivers. How Do We Hire for Customer Service...
View ArticleCustomer Service Mindset Tips for the Small Business Owner
Small Business Owners: Take Heed – Customer Service is All in the Mindset! I work with businesses both large and small and it is reinforced to me daily as to how much of the “Service Mentality” truly...
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Improve Customer Service – Asking Questions Is Crucial in the Customer...
Asking Questions Pays Off in Customer Satisfaction Improving customer service and the customer service experience is something that both small businesses and large companies are always trying to do....
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Improving Customer Service – What to Do When You’re Running Out of Ideas for...
Customers Just Want You to Answer the Phone How many small businesses still remember or still operate on the phrase – If you build it, they will come? This phrase is a sure fire customer service...
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Who Is Your Biggest Competitor? It’s Not Who You Think…
Customer Service Scorecard When working with companies that are focused on getting new customers, I always ask them who their biggest competitor is. As expected, I typically hear the names of their...
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Get the Feedback From Your Teams Improves Customer Service
You Gotta Listen! Continuing on with Customer Service Week, we are focusing on encouraging our internal teams to foster the customer centric attitudes and service. Customer Service Week Tips Tip # 4...
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Amazon Delights Customers with Sunday Delivery
Amazon Delights Customers with Sunday Delivery Online retailers have always used Amazon as the standard to strive for when competing for customer loyalty and satisfaction. But now, the renowned online...
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Customer Service Question -Does Your Business Have a Pulse or a Wire?
Where’s the customer service these days? Improving customer service and the customer experience is more important now more than ever. And the best part is – it’s SIMPLE. Keep in mind, simple doesn’t...
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Google “Gets” the Customer Experience Through Service
Google “Gets” Customer Service I’m sure that Google is under impressed with my internet skills. I’ll start right off by saying that I am certainly no “techie” and that any errors that you find on this...
View ArticleExcellent Customer Service is PROACTIVELY Connecting the Dots
One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers....
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Customer Service – Which Comes First – the Customer or Your Staff?
Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value...
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Customer Service – It CAN Earn You Loyal Customers!
I preach continually about the importance of Customer Service and am really happy to share this personal story. Last week I was on my annual pilgrimage to Chicago with some good friends. Every year, I...
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Resolutions Don’t Work in Customer Service… Habits Drive the Customer Experience
Resolutions Don’t Work… HABITS Do First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. Many of you likely fell into the...
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Niceness Makes ALL the Difference in Reducing Patient Angst
Patient Satisfaction Starts with the Heart Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to...
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