I recently discovered that at least one employee at my local supermarket has no fear of consequences for his behavior at work. The King Soopers employee who bagged my two gallons of milk and bottle of Mr. Bubble (don’t judge me…) said, “Damn! I’d need this whole bottle for my
Earlier this month during a presentation, a participant posed the following question: “What difference does it make if one customer leaves dissatisfied when there’s a line of customers waiting to take his place?” Having worked in high-volume environments in New York City and Orlando, I’ve detected this sentiment—if not heard
I read a lot of business books—many of which pertain to customer service. When so many customer service books offer readers the equivalent of a simplistic 5-step approach to improving customer service that produces the acronym: S.M.I.L.E., Uncommon Service is a refreshing change. Rather than patronizing readers with predictable stories
This is the final post in a series that has identified 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The tenth advantage is to recognize that exceptions require
This post is the ninth in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The ninth advantage is to see customers as partners.
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