Tag Archives: customer service

Customer Service Tool: One to Say Yes, Two to Say No: Empower your people to come up with a solution.

Published on May 16, 2013

It’s easy to say, “I’m sorry, we don’t have that… We can’t get it… We can’t do that… It’s not our policy” Blah, blah, blah.  In other words, it’s easy to say, “No.” But, that is not what amazing companies do.  Amazing companies empower their employees to find solutions for their customers.  They train, motivate, [...]

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The Most Expensive Seats in a Restaurant Are the Empty Ones for Owners.

Published on May 13, 2013

Empty seats are never good for a restaurant.  You don’t make money unless people are sitting in them ordering food and drinks and enjoying themselves. But imagine if you had empty seats because you allowed customers to walk out the door without being seated. Let me explain.  My husband and I went to a small neighborhood Mexican [...]

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Being Good Isn’t Good Enough

Published on March 6, 2013

When I went to law school, I studied for hours to make sure I graduated in the top of my class. But my law license is no different than my classmates who graduated in the lower third. They did what was needed to pass and nothing more. They got the product they wanted — a law degree — and for them, that was good enough.

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When Employees Talk, Customer’s Listen and You Might Not Like What They Hear

Published on January 31, 2013

One of the biggest assets a business can have is talented, loyal employees who understand the importance of customer service. I beam with pride when someone compliments one of my team members. It confirms what I already know: I’m fortunate to have the best and the brightest working with me.
As business owners, we place trust in our employees that they will represent the company well in all public interactions. But have you ever thought about what could happen when a customer overhears your employees talking to each other. Do you know what they are saying? Your customers do and they are listening.

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Three Tips to Turn an Unhappy Customer Into a Raving Fan!

Published on January 9, 2013

You’re working hard to make sure your customers are pleased with your product and/or service. Unfortunately, no matter how hard you try, eventually something will go wrong andyou’ll find yourself dealing with a customer complaint.

Don’t fear a complaining customer

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Don’t Fear a Complaining Customer

Published on January 7, 2013

Don’t fear a complaining customer. Most unhappy customers don’t take the time to complain. According to the Technical Assistance Research Program (TARP), only about 4% of customers who experience problems take time to complain. Instead, they simply go away angry and stop doing business with you.

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Exceed Expectations to Build Loyal Customers

Published on December 5, 2012

Customers and clients expect satisfactory results. But in today’s competitive market, good isn’t good enough. To be a wildly successful business, you should strive to exceed expectations. Stay in touch before, during and after a job and inform customers about deliverable dates. Go above and beyond just getting the job done. These actions go a long way to build customer loyalty, repeat business and word of mouth referrals.

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Six Reasons Why People Are Amazing – and Three Reasons They Aren’t: Guest Blogger, Shep Hyken

Published on July 21, 2012

Some people think you can’t teach customer service. That may be true, but only if the person you’re trying to teach doesn’t have the right attitude or mindset to begin with. There is no doubt that some people “get” customer service, while some people don’t.

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