After speaking to a customer service representative on the phone, I was reminded of one of my hiring tips. I know some of you reading this would love to be hiring right now and not shrinking your staff. But when hiring is back on your agenda, make certain you get the best possible emp
I recently stopped using a service that was getting $984 annually from me for the last 7 years. I called the local office to check on cancellation procedures and discovered it was amazingly simple. I was told just don’t pay the next monthly invoice. Here is the really amazing part – t
The most frequent question I get from clients is how do we get our people to do something differently tomorrow. They are asking about getting better execution from their top leaders, managers and front line teams. The executives have spoken of service excellence at many meetings and y
A few service experiences in the last few days remind me how the little things matter. My daughter and were I shopping at Target and had a 44 pound bag of dog food loaded on the bottom rack of the buggy. As we were cruising down the aisle, it started to slide a bit forward and drag th
According to Strativity Group’s August 2009 research, customers will remain loyal when you exceed their expectations. Here are the highlights from their study – 1. More than 70% of customers are willing to spend 10% more with a business if that business exceeds expectations 2. Loyal c
In my daily interactions, I notice many employees are showing up for work but are totally disconnected from the job, the customer and the experience. Their behavior is rote and nearly robotic. On a recent Delta flight, the passenger seated next to me had asked for a glass of red wine.
In these interesting times, you may be trying to figure out how to successfully weather this storm. This marketplace seems to be demanding change so it is a good time to ask tough questions. Let me add a few questions to add to your list. 1. Can you identify where it is HARD to do bus
I just returned from a trip to San Francisco and had the good fortune of staying at the Ritz Carlton. I arrived at noon and was greeted by a doorman (employee #1). He welcomes me to the Ritz, assists with my luggage and asks my name. The next employee (#2) then opens the door and uses
As customers we are impatient, demanding, time starved and knowledgeable. Given all that, we know what we want and when we want it. And contrary to popular belief, it does not always have to be fast. But it does need to be resolved by a competent person in a responsive manner. We real
It was quite refreshing to read a recent article in the Atlanta Journal Constitution about a local prestigious hospital, Emory Healthcare. This hospital has been hit hard like many other hospital systems. Patients are seeking healthcare with no insurance and the stock market has decim
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years.