Be nice
A few years ago, I was seated in the boarding area at Dulles International Airport awaiting my fate as a standby passenger on the last
July 25, 2010
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Owning a problem is the first step towards resolution
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or,
July 22, 2010
Decide to be exceptional
Exceptional customer service is always optional. Whether or not to deliver exceptional customer service is a choice made by employees—independent of the service culture in
June 30, 2010
At the tone, please leave me alone
Your voicemail greeting may be the first impression that callers (including customers) have of you and your business. Don’t miss your opportunity to make a
June 19, 2010
I’ve got good news for you. You’re late.
It’s happened to most of us. Your appointment ran a bit longer than expected. You check your watch. You know it’s going to be close.
June 9, 2010
Power to the people
It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is
June 6, 2010
The best employees make it happen
What sort of response do you get from service providers when you share a preference that’s outside of the norm? Perhaps you prefer to have
May 30, 2010
Does your customer feel like a guest or a nuisance?
Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when
May 18, 2010
They’re Just Not That Into You
Have you ever noticed the similarities between attracting a prospective customer and wooing a mate? There are lots of similarities when you think about it.
May 13, 2010
