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Our blogAre you getting four-letter words from customers?
Maybe you’ve got some kind of customer service evaluation survey—online or over the phone—going on in your company? If you do, but the answers you’re getting from your customers are along the lines of “fine”, “good” and “okay”, maybe that’s a clue that you’re...
June 2014 Client Newsletter
June 2014 Client Newsletter - First Impressions Are Critical
Love the ones you’re with; they’ll bring you more
Repeat customers are the largest source of revenue for more than 43 percent of small business respondents to a recent survey by Huzzah Media. The SECOND source of revenue cited by these small businesses was “word of mouth”—or, put another way, that first large group...
Be there, always, for your customers
I love my mechanic. Don't get me wrong, there's nothing romantic about our relationship. But if you, he, and I were in a lifeboat with only room for two people, I'd hang on tight if I were you.Why? Because he is always there for me. I mean always. Like the time my car...
What is the opposite of customer service?
It was not a good time to mess with me. A flight delay of two and a half hours caused us to land at Boston Logan International Airport at about midnight. Still, an international airport should be equipped to handle late-arriving passengers at all hours, right? ...
Music to the customer’s ears: “Yes. No problem.”
I was not their customer. I was unlikely to become their customer because of their location. They knew it, yet their help went above and beyond any that could have been expected. The Crown Plaza Hotel came into view just as our car sputtered amongst some of the worst...
First impressions are critical
It took 22 minutes. Twenty-two minutes from the time of standing in front of the cashier to completion of the sale. I was the only one in the store. I tried not to fume. These were, after all, a team of three hospital auxiliary volunteers trying to help me. I had...
May 2014 Client Newsletter
May 2014 Client Newsletter - Crank It Up!
5 keys practices toward improving your customer service
In this article from The Huffington Post, the writer is alarmed at the prevalence of bad customer service experiences despite the amount of data and technology that makes understanding customer service so much easier than it once was. For a mini-course in what to...
The experience is the bottom line for your customers
In the intriguing study mentioned in this blog post, we learn that the British consumer is much more likely than an American consumer to drop a company because he/she received poor customer service, but that American consumers were twice as likely as the British to...