Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has systemic, unresolved issues, problems and misunderstandings are exceptions. By definition, exceptions do not conform to the general rule. This makes them infrequent. That’s why
A blog reader recently shared this story: My family recently moved, but our kitchen was not completely finished. Making meals was difficult so we ordered take-out from a local New York Butcher Shoppe that offered a Wednesday meal special: basically $22 to feed a family of four to six, making
In 168 BC the Greek ruler, Antiochus led an attack on Egypt. Before reaching Alexandria, his path was blocked by a Roman envoy, who delivered a message from the Roman Senate directing Antiochus to withdraw his armies from Egypt and Cyprus, or consider themselves in a state of war with
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
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has chronic, unresolved issues (in which case, you may want to update your résumé), problems and misunderstandings are exceptions. By definition, exceptions do not conform
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