Archive for customer retention
The Farewell is Just as Important as the Hello
I was just interviewed for an article for National Oil & Lube News about the importance of the proper farewell to the customer at the end of a business transaction. The farewell is one of the many components of a successful customer/business relationship. Customer service is building relationships to make our customers feel special and [...]
Are Your Customers in the “Waiting Room?”
The other day I had an appointment for my yearly physical. I have been seeing this physician for many years and really appreciate him, his nurse, and the office staff. That being said, I fell victim to one of the things that patients state as their highest frustration in dealing with physician offices…. Waiting time [...]
Customer Satisfaction is Your Fault or Your Glory
I was recently speaking with someone about the people in their organization and how to increase the drive to deliver excellent service. The discussion revolved around two main issues that are relevant in ANY organization – 1) Customer Service and Satisfaction is a trickle down effect starting with the CEO and management that is a [...]
Customer Satisfactions Depends on Consistency
I’m sitting in my “virtual office” while waiting for my son who is at math summer school. It is a small local coffee shop in my small town. The place is cozy, trendy and hip, good customer service, and the barista is starting to recognize me and is always friendly. Best of all, there is [...]
Do Your Core Values Result in Customer Satisfaction and Service?
Core Values – many of us have heard the term, but do we really know what they are or mean? Core Values are those values by which you and your company are driven by. These determine who you are and what you stand for. The Core Values don’t necessarily have to do directly with your [...]
Customer Care Increases Satisfaction and Profits
“Customers will be quick to drop services that don’t meet their standards, so providers need to go above and beyond to prove their value.” “Proper customer care is positioned to be a game-changer for wireless providers as it builds trust and drives satisfaction.” “By being more proactive about identifying service issues, service providers can empower [...]
Your Customer Satisfaction is Dependent Upon Your Relationship with Them
Why do you currently bank where you do? Is it because you have a relationship with a particular banker? Why do you stay with your current financial adviser? Most likely because you have a strong relationship with them. What level of customer service to you expect? What is the best way to develop relationships and [...]
Considering Customer Satisfaction Issues? Think Long Term and Lifetime Value
When clients are making requests of you, it serves your best business interest to think long term. 5% of your current customers are leaving because their friends and colleagues are telling them about the great service your competitors are providing. 9% of your customers are being lured away by your direct competitors discounts, coupons, or [...]
Tips to Raise Customer Satisfaction in Your Restaurant – It’s All in the Details
You’ve had a long day, you are exhausted, you are hungry, you don’t feel like cooking, so, you decide to go out to dinner. But, what factors determine where you go? In a recent poll online, many requirements were listed, but the overwhelming majority said that the smallest details raise the satisfaction levels more than [...]
Do You Tolerate Bad Service?
If you have staff in your organization that are providing poor service, you have two options – provide them the direction they need, or they need to be let go. By allowing just one staff member to provide poor service, it will become a festering problem quickly. It sends the message to your other staff [...]
