When was the last time you did something to surprise your customers? You know something that would really make them remember you and appreciate your thoughtfulness and attention.
We all spend most of our energy trying to create attention and generate enthusiasm in our prospects and potential customers but ignore the current ones. Just ask the wireless phone […]

In our competitive world sometimes the only difference between us and our competitors is the the service we provide and in particular the person to person service we provide.
I have come across a new book titled “How to Talk to Customers” that unlike many books on customer service actually gets very prescriptive about how to […]

I am working with a company that is wants to grow from $3M to $10M over the next 5 years, the company has been flat for several years and has many long term employees.
I have suggested that one things we should implement is a branded internal campaign about the growth goal called 10X5 We Believe […]

Sometimes the chance to impress our customers is done via effective recovery from a problem.
This week I had the opportunity to fly into the Phoenix airport and I was renting a car for my visit. For those of you not aware this is the really busy season at the Phoenix airport, college spring breakers and […]

Your customers will appreciate it. They will see that you are trying to improve your service.
You can have customers score you in different areas, then publicize your high scores in your marketing materials. It gives credibility to your statements about service quality.
It gives you an opportunity to sell something or to make an offer.
It lets […]

Are you a small business with employees? Do your employees deal with customers?
If so PLEASE teach them to say ‘Thank You.” In fact when hiring if the person doesn’t say it or seems uncomfortable being polite then DON’T hire them.
I just finished writing a rant post about Thank You, which is rare for me.
It justs […]

Another small business front closed their doors recently. It was a photography studio and I imagine the owner blames chain competition, the economy and the War on Terror for the decline in their business. Now that they are closed, I…
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Powersport retail expert, John Wyckoff, writes this great article. He describes how a seemingly minor detail can make a big impact on a small retailer such as a motorcycle dealership.
My idea number 21: Make your restrooms sparkle. I am serious that this is an idea to improve a dealer’s (or any retail business’s) profitability.
First, more […]

Employee Loyalty Second: Any customer loyalty program must factor in the front line of the business. It’s the point of contact between customer and employee that sets the foundation of repeat business. “Hire for attitude, train for skill. Hire nice people. As a customer, I’m always amazed when small businesses put unfriendly, surly people in […]

Other than the current buzz words, customer service has changed very little since commerce first began. If you want a customer to buy from you again, and to recommend your product or service to others, complaints or problems must be handled properly.
“A satisfied customer will tell five people about their experience, a dissatisified customer will […]