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.
If you want to find out just how bad customer service is, go buy something. It hardly even matters where you go, who you call, or which website you visit. Sure, there are exceptions—those fabled companies that spring to mind when one thinks about legendary customer service: Zappos, Disney, L.L.Bean,
Tipping is a form of recognition—a way for customers to say, “Thank you” to service providers. Tipping, in most settings, is voluntary and left to the customer’s discretion. Even so, many restaurant servers feel entitled to 15 percent or more from every table they wait on. Likewise, bellmen and skycaps
This post is the eighth 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 eighth advantage is to consider service a verb.
When it comes to serving customers, most companies are more concerned with posture than performance. Posture is based on what companies say they do—a stated claim or promise. Performance is based on what companies actually do—fulfillment or disregard of that claim or promise. Would you rather do business with a
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