By John Tschohl If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors. Amazon does it. Apple does it. Why don’t you? Recently, one of my employees was having a problem with an item shipped to her from […]
By Shep Hyken The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “transfarency.” The sign read as follows: Transfarency [Trans-fair-uhn-see] n. 1. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, […]
By Shep Hyken One day my assistant came in late. Not a big deal. That was until she came in late two more times that week. The following week the same thing happened again. This was becoming a habit – and not a good one. So, we had a short talk about it. I asked […]
By Shep Hyken So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought a yogurt parfait. After paying for it, I looked for a spoon. There were knives and forks, but no spoons. The little compartment next to the knives and forks was empty. I asked […]
By John Tschohl Customer Service is ALL about listening. According to Bernard Ferrari, author of Power Listening: Mastering the Most Critical Business Skill of All, good listening is the key to developing fresh insights and ideas that fuel success. Organizations choose front line employees for their social poise, their outgoing personalities and their ability to communicate well, […]