What are the success secrets to keeping a business in the family…and keeping it successful…beyond one generation? What success secrets are you passing down to the next generation of leadership in your organization?
Tag: Customer Service
Happy Customer Service Appreciation Week!
Rahm Emanuel said, “Never let a serious crisis to go to waste.” Outstanding customer service doesn’t mean flawless service; instead, it means brilliant responsiveness after something has gone awry. 5 tips to moving irate customers to happy ones.
Complaints or Compliments
Both complaints as well as compliments get shared, repeated, and acted upon. As a customer, you can choose to register a complaint if you are dissatisfied. But how about you develop a “hair trigger” for dropping compliments when service delights you?
POOF! You’re Invisible!
Today, organizations employ PROBLEM SOLVERS like customer service representatives, mediators, human resource professionals, and arbitrators. All of these roles provide solutions. But a COMPLAINT DEPARTMENT offers only a place to complain, vent, whine, point the finger, belly-ache, and play the victim. Unless your actual job entails spending the day listening to coworkers gripe, here’s what I’m suggesting…
If You Were the Owner…?
If you’re a manager, do more than ask your employees to comply to product standards and protocols. Ask each of your employees to find a special, unique way to engage the customers and create positive memories.
Bad Haircuts and Bad Customer Service
Imagine if you were to enter into a relationship with your employees at work by which employees would interact with their customers with the same level of enthusiasm, passion, and engagement that you gave to your employees. By the way: THEY DO!
Creating Loyal Customers
Customer satisfaction and loyalty don’t require flawless delivery as much as they require a level of people savvy after there’s been a problem. I needed to print a picture late one night last week when I was out of town on business. On line, I found a Walmart thirty minutes away, so I called to…
The Mystery of the Brown Comforter…
I didn’t think much about the package left on my front porch the other evening. The side of the box displayed the logo of a large on-line distributor that I had ordered from a couple of years ago. But once I opened the package, I became perplexed. Inside was a brown, twin-sized comforter, and that…
What You Permit You Promote
You asked an employee at work to complete a mission-critical deliverable. After a quick meeting to lay out your expectations, you outlined timetables and milestones to make sure everything gets done on time. You’ve seen the employee goofing off with others in the office, and you’ve even seen him close his eyes and put his…
Feedback: The Absence of Criticism Isn’t the Same as Praise
(Abridged from upcoming, self-published book, Don’t Throw Underwear on the Table & Other Lessons Learned at Work.) If you fail to receive feedback on how you are doing, you might wish to assume that everything is hunky-dory. Which might not be the case. Experts in customer service relationships know that it is infinitely better to…
Is Customer Service Dead?
The other day, a friend told me that she’d been looking for a certified Life Coach, someone to help her sort through some of the challenges she faced in her life. She hadn’t had good luck. The first person she called didn’t call her back. She left another message. Again, nothing. She gave up. The…
I’m Tired of Sour Pusses!
If your work involves direct line-of-sight with customers, you need to read this rant. Businesses have embraced technology that removes much of the face-to-face interaction of customer service. Companies do this to lower cost. Do you remember when banks first started carrying ATMs? Initially, those machines were shunned. How can a machine give you a…