Specializing in, How to Give Exceptional Customer Service
To Book Lisa:
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 – the manager did not…
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 yet they still don’t see implementation. Or they…
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…
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 customers are almost 3 times as likely to continue…
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. The flight attendant delivered…
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…
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…
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 really don’t want…
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 decimated their investments by $50 million. They are fortunate that during…
I was reading an article about Home Depot’s latest advertising slogan. Here it is – “More savings. More doing.” According to their spokesperson, the philosophy behind it is, “barebones, do it yourself and bargain prices.” They are shouting from the rooftops that price is king. Their current view is customers want value only. If your…