Service Begins in Sales, New Sales Begin in Service

For more sales, better service, happier customers and employees, get Sales and Service working hand in hand. Customers experience both sides – each should support the other.

Information as a Competitive Advantage – Part 2: Creation of Customer Value

Information which: contributes to the understanding of the customer profile, the market segmentation and the focused provisioning of products and services on selected Customer groups

Is Your Survey Worth My Time?

A manufacturer complains that his customers rarely return the satisfaction surveys he sends out. A leading resort gets back just 30% of the comment cards left for guests inside their fancy rooms. One government agency had a response rate of only 6% when they sent out an 11-page survey. What’s going on here? Why is the...

Put a CORC in Your Budget

How much money does your company spend attracting new customers? How much do you spend on retaining existing customers past the crucial tenth month?

Say the Magic Words

There are moments in life when someone says just a few magic words that become powerful beyond the speaker’s imagination. Perhaps this has happened to you. It has to me – twice.

To Inspire Perfect Service – Tip!

When a service provider receives acknowledgment and encouragement from the very beginning, they may do much more to serve you well. Everyone appreciates being appreciated, occasionally in advance...

Creating Partnership Agreements

You can partner with customers, suppliers, even your competitors. Instead of competition, use co-opetition. Don't fight over the small pieces. Work together and make a ...

Winning and Losing in the Pit Stop

Frontline service providers are key drivers in great service organizations. But don’t forget the power of the ‘back-end’ to win or lose the race! To win in the front you need great support in the back...

Make Things Easy for Your Customers

I have three complaints and three suggestions.

Customer Discrimination - We Do It All the Time

A Financial Times editor in London asked my opinion about systems that automatically route customers to higher or lower levels of service based on the loyalty and profitability of the customer.

Don't Fire Your Customers - Try Upgrading Them First

All over the world I teach people how to serve, surprise and delight their customers – how to keep them coming back for more.

Unsuccessful Applicants Deserve Good Service Too

When you hire new staff, or put projects out to bid, do your advertisements state: 'We regret only selected applicants will be informed?'

If Not This Time - Perhaps Later

Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say 'Thank you.' My follow-up notes read like this:

Future Sales are Hiding in Service

At the Repair and Service Center of a well-known technology company, customers are invited to examine and try the latest computers while waiting to collect their current systems

In Customers We Trust

I was in Boston and wanted to buy a homeopathic remedy for my young daughter. At 9:10 pm I drove up to a local health food store, Bread & Circus.