Who Were They Designing It For?

I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money ... but who are they designing it for?! A new airport in the Middle East is an impressive and expensive building. It's huge, packed with stainless steel and halogen lights and lots of fancy gold.

8 Ways to Get Close to Your Customers

Want to add more value to your customers? Be sure you know what to add! Here are eight proven ways to get close to your customers and find out what they value, what they care about, what they really want:

Positive, Proactive Communication

Whether you are in education, marketing, retail, logistics, government service, entertainment or insurance, communicating positively and proactively with your clients makes sense.

The 'Friendliest Airport in the World'

Changing a culture takes time and effort, energy, creativity and focus. It's not a project to do halfway, not for the half-hearted.

We Are Really Sorry For You, But...

Generosity is a good service policy whenever your customers need help. If they need help twice, be generous twice. (No one loses their mobile phone twice on purpose.)

In the Spirit of Service

To offer the spirit of service, look beyond your customer's request to identify their true concerns. What you can offer may be different, and more effective, than what they have requested. Listen for unspoken needs, not just spoken words.

20 Words to Build a Better Future

When you close a sale, finish a job or complete a project, don't just wait around for 'the next time'. Initiate the conversation for improvement. Your discussion will lead to better relationships, understanding and results.

Put Some Stuffing in the Staff Suggestion Box

Liven up your staff suggestion program with new criteria and prizes every month. Respond to suggestions within one week. Don't make people wait too long for a response from 'The Committee'. Be candid. If the answer is no, say so. If the answer is yes, give an implementation date. Act upon the best suggestions you receive. Nothing demonstrates your commitment more than staff suggestions recognized, rewarded and immediately put to work.

Overcoming the Nasty Pirate

Put positive emotion and a personal touch in your service recovery efforts. Customers will remember and cherish you forever.

What does a Thank You Cost? What is it Worth?

Two simple words: Thank You can make your day and someone else's day much brighter - but they can also be good business builders.

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

Track Each Complaint Until Your Customer Comes Back

When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is ‘nothing’. But when you reply and the result is...

Nice Work! Well Done! Keep It Up!

I like to (quickly) thank those who give me good service, and (gently) critique those who don’t. Here’s an easy and effective way to do it...

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...