Win Customers Back by Delivering Excellent Customer Service

“We’ve had customers leave us because of a lower price, then return to us because of the better service we … Read MoreWin Customers Back by Delivering Excellent Customer Service

5 Star Customer Service at the Apple Orchard

Small businesses have just as much to gain by superior customer service as large companies do. I was out today … Read More5 Star Customer Service at the Apple Orchard

Loyal Customer Relationships – Do You Derail It Before You Even Start?

Customer loyalty is developed in many ways, yet they all fall back to one fundamental act – follow up after … Read MoreLoyal Customer Relationships – Do You Derail It Before You Even Start?

Customer Service Skills Make an Impact on Profits

Small business owners are recognizing that delivering excellent customer service impacts their bottom line. I was at a business conference … Read MoreCustomer Service Skills Make an Impact on Profits

Customer Satisfaction and Service Lessons Taught by my Hairdresser

As I was leaving my hair appointment yesterday, I wished I could send big businesses to Mary to learn about … Read MoreCustomer Satisfaction and Service Lessons Taught by my Hairdresser

What Can Your Business Learn From a Carpet Cleaner?

While I was having my morning coffee and watching the first few minutes of a talk show to start my … Read MoreWhat Can Your Business Learn From a Carpet Cleaner?

Is Your Customer Experience Transformation Consistent?

Transforming your customer’s experience is successful only after you have made it a consistent expectation. Your customers are already having … Read MoreIs Your Customer Experience Transformation Consistent?

Making the Extra Effort Creates an Experience – Part 1

Making the mundane memorable is the key ingredient in customer experience management. I had the good fortune to attend a … Read MoreMaking the Extra Effort Creates an Experience – Part 1

Set the Expectation for Quality Customer Service

Dear Manager, In order for us to better understand how to improve the customer service that we are delivering, we … Read MoreSet the Expectation for Quality Customer Service

Customer Service and Chocolate – The Ideal Combination

Picture yourself taking over a franchise that had developed a reputation for poor service. Can you imagine how disheartening it … Read MoreCustomer Service and Chocolate – The Ideal Combination

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 … Read MoreThe Farewell is Just as Important as the Hello

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 … Read MoreCustomer Satisfaction is Your Fault or Your Glory