Last week I got a call from a friend to see if I could be a “substitute” Chamber speaker for another friend who had a family emergency. The topic, I was told, was Customer Service. I was happy to oblige. In fact, I had a program that I thought would be perfect and told the…
Talk about feeling proud! (Yes, we all need that feeling.) Over the last week I’ve had several opportunities to talk to people who have attended a customized program I created for the company they work for. Like so many companies today they are faced with multiple challenges including employee retention, fast growth and…
Customer Service Week, which is October 1-5 this year is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. Woo-hoo! It’s a wonderful time to honor your staff and your customers – for after all – without either of them there…
Yep, there IS an “F” word in business, and it’s FEELINGS. And I want you to start using that word often. The “F-Factor” in business is the feeling factor – the way people feel about working for and doing business with you. The customer experience is the sum total the feelings evoked as a result of any interaction at any…
Often when doing research for clients we ask their customers to rate them on a 10 point numeric scale. If they rate the client a 9 or a 10 we ask the asset focused question. “What are the favorable components of your experience with the Company?” For almost all of our clients the…
While out to dinner with a friend last week, he carefully and specifically ordered his drink, a bloody Mary. “I’d like it made with plain tomato juice, vodka, and a lime, I don’t want any spices at all, please.” The server took the order and shortly returned with a drink that included the spices. After tasting…
Journalist, Emily Yellin, author of “Your Call is (not that) Important to Us” in 2009 traveled all over the world to talk to people in call centers and their customers told wonderful stories of companies that are finally paying attention to the details of business that matter to customers. From recording an initial greeting for a…
I once had a boyfriend who used to end every phone conversation and every email with the phrase, “Stay beautiful.” At first I was delighted by it, but as time went on, I have to admit, occasionally it annoyed me. At that time in my life I was certainly not used to taking compliments gracefully (I’ve gotten over that) and there were many days where I felt far from anything that resembled beautiful.
Often when doing research for clients we ask their customers to rate them on a 10 point numeric scale. If they rate the client a 9 or a 10 we ask the asset focused question. “What are the favorable components of your experience with the Company? For almost all of our clients the #1…
Do you know the magic question ? My local Publix market is very customer friendly. They actively encourage their customers to take advantage of their “carry out” service and have their bags taken right out to their cars. It’s all part of the ‘Publix – Where Shopping is a Pleasure’ experience. The service is…
(561) 279-0027
