The idea is to walk in the shoes of your customer and test every aspect of presenting your offering and serving a customer - a concept I believe is worth repeating.
The concept is simple and practical. Place an order from your company as any customer would - exercise whatever purchase agreement is standard, submit an […]
It seems like a simple enough concept. Every business owner knows it, and the smart ones drill it into their employees. Customer service is king, and the customer is always right, not necessarily because he or she really is always right, but because he or she is the customer and has other places to spend […]
Every small business struggles at times to deliver first class service, but sometimes quality service is the only competitive differentiator a small business has. Below is an easy acronym to use to help improve the quality of service your company provides.
S is for say you’re sorry.
There’s nothing like a sincere apology, delivered right away, to […]
Strong customer relationships are like money in the bank, literally.
Our world is constantly changing, big box retailers like Wal-Mart and Home Depot are dominating the landscape, promoting the promise of “one-stop shopping”, and the Internet is making it easier to make online purchases with limited human interaction. On the surface, these changes make it seem […]
In tough economic times, how we serve our clients is more important than ever. One of the critical elements to serving our clients well is listening to them, not just before they buy but continuously during our relationship.
The suggestions I make below are things that should be kept in mind for all customer touch points […]
Keeping customer-focused can be difficult without some simple reminders to help us do so. Use the questions below to evaluate your company’s service attitude.
1) Do we survey our customers to find out how satisfied they are with our products/services and ask for suggestions for improvements?
2) Do we survey our staff to find out how satisfied […]
In challenging economic times some businesses cut costs by cutting corners on their customer service. That is exactly the wrong thing to do. In tough economic times, how we serve our clients is more important than ever. Here is why:
1. When people buy during economic hard times they are very conscious of how every dollar […]
Keeping customer-focused can be difficult without some simple reminders to help us do so. Use the questions below to evaluate your company’s service attitude.
1. Do we survey our customers to find out how satisfied they are with our products/services and ask for suggestions for improvements?
2. Do we survey our staff to find out how satisfied […]
