When Service Goes Wrong, Bounce Back!

We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably, mistakes do happen.

Is Consensus Sinking Your Organization?

How open are you and your organization to completely new ideas? How welcoming are you to diversity, controversy and well-intended provocation? If there are questions you cannot raise, issues you dare not discuss or items banned from your agenda, make the space and time to relook and reconsider.

IT Consulting Services - Offer What Your Prospects Need

IT consulting services come in all shapes and sizes. Offer IT consulting services that cover both the basic fixes and the long term solutions, and make yourself an invaluable asset to the businesses for which you provide IT consulting services.

Get to Know Your Customer Laws - Getting In The Way Of Customer Service

Most professions now have; Know your customer laws, but are these laws adversely affecting customer service? Are know your customer laws causing professionals to ask too many questions of the customer that the customer wishes to keep private? You see, due to all the spyware, identity theft and privacy issues in the news

A is For Outstanding

Within an organization, departments may have very different opinions about how well they are doing, and how well, or poorly, other departments around them are performing. These disagreements stem from a lack of clear standards for evaluating internal service. This can lead to...

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...

It Takes One Grump to Spoil a Brand!

Companies invest millions to create, design, fine-tune, build, promote and extend their brands. Think Nike, Virgin, Versace, Raffles, Amazon. All your investment brings customers to your door (or website) with expectations matching your...

Well Then, Who Do You Do It For?

Quick outbursts from employees often reveal the real mindset lurking behind a surface smile. Have you ever heard someone say...

Stretching Your Sense of Service

If you provide internal service, do you reach across functional lines, or stay stuck inside your departmental 'silo'? Is your communication with colleagues and partners positive, proactive and persistent?

Helping Others Succeed is Good Service

All of us are partners with each other. If you help one person, maybe I will get the benefit down the line. If I help another, one day you may reap the same reward...

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...

Service is a Two-Way Street

Delivering superior service isn’t rocket science. The fundamentals of world-class service are easy to learn – but not always easy to apply. What makes one service provider better than another is not more theory or information. It’s more action!

Make Things Easy for Your Customers

I have three complaints and three suggestions.

Partnership Power: A Smart New Way to Improve Your Business and Your Life

In the beginning, great products were enough to guarantee your business success. With product sophistication, 'six sigma' manufacturing and zero defects you could consistently beat the competition.

It's a Lose-Lose-Lose Situation

One customer complained when served by a 'Trainee' at a five-star hotel. If served by someone not entirely qualified, he wondered, should he pay a less-than-qualified rate?