One of the perks of my job is that I get to travel to many fabulous places in this country and abroad. In my travels, I have experienced all types of customer service. On a recent business trip to Iowa, I was told by the woman at the hotel front desk that the pizza at…
All companies will tell you that customer service is one of their top priorities. But what does great customer service look like in your organization? If employees don’t know, they are each left to their own interpretation. That leads to an uneven experience for customers. A good way to address this situation is to provide…
Summer’s almost here! A time to relax, enjoy outdoor meals, get new summer clothes, take vacations, make new friends, and create memories with those you love. But can summer also teach us something about creating memories with our clients? Yes! It can help us remember that when emotion is attached to a memory it becomes…
If your company is like most, you are always looking for ways to lower your costs and improve the bottom line. The challenge is to make sure your people serve customers at the highest level while keeping their eye on costs. But could your employees actually be costing you money? Let me give you an…
We all heard the story of the data breach at Target Stores during the holiday shopping season. I’m sure many of you, like me, used a credit or debit card at Target during that time. So simply stated, people with unclear intentions now have our name, credit card number, security code, email address, and phone…
I recently had a potentially bad experience that turned into a great customer service story and restored my faith in humankind! A couple of months ago I was flying from Savannah, Georgia to Chicago on a business trip. I made it to the Savannah airport in time to call a client while waiting for my…
In an earlier post I referenced the golden rule—“Do unto others as you would have them do unto you”—and suggested when it comes to customer service, you need to move up to the platinum rule—“Do unto others as they would like to be done to.” As leaders, many of you told me you were going…