An inconvenient message
The other day at Kohl’s department store, I observed three separate customers pull into and then immediately back out of one of two parking spaces
September 22, 2010
Blog
Read More »
Posture versus performance
When it comes to serving customers, most companies are concerned more with posture than performance. Posture is based on what companies say they do, their
September 8, 2010
Energy flows where attention goes
Many companies do an effective job of training their employees and holding them accountable to certain job functions. For instance, in the checkout line at
September 3, 2010
Want to increase profits? It’s simple: Charge more.
I’m currently reading the book Smart Pricing by Jagmohan Raju and Z. John Zhang. Anything published by Wharton School Publishing has been thoroughly researched and
August 27, 2010
Delighted customers will pay more
Why do executives tend to support instituting fees that they know will annoy customers and yet oppose investments in training and other processes that will
August 25, 2010
Coffee. Above all else. (Including customer service.)
I met a colleague at ink! Coffee in Denver last week. I appreciate great coffee as I’ve blogged about before and was really looking forward
August 21, 2010
Predictably poor customer service
Is there an organization that comes to mind when I ask you to consider a predictably poor customer service provider? By this I mean a
August 16, 2010
Little things
Last Thursday night, we took a night off from cooking and brought our kids to Chili’s for dinner. As soon as we entered the restaurant,
August 14, 2010
Exceptions require exceptional customer service
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
August 6, 2010
