One of my favorite topics to write and speak about is about what happens when the customer is not right. I love to say it… The customer is NOT always right! But, they are always the customer. So if they are wrong, let them be wrong with dignity and respect. It’s okay for customers to […]
The old saying goes something like this: Customers want to do business with people they know, like and trust. Business is all about relationships. At a minimum, customers expect, at least hope, to do business with an organization they can count on. They pay good money for goods and services we provide. Don’t we want […]
Some companies really understand customer service. They know how to hire for it, train for it and deliver it. Other companies claim to give customer service, but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or […]
When I was a kid, there were five TV channels; ABC, NBC, CBS, PBS and a local channel. I remember it was a big deal when another independent channel was added – and it needed an additional antenna that attached to the back of the TV. Now there are hundreds of channels. And, we have […]
In the first season of Mad Men, Don Draper says, “The day you sign a client is the day you start losing one.” It’s a sobering thought. Almost every business relationship eventually comes to an end. Sometimes it’s over a major disagreement, but more often these relationships die a death of a thousand cuts. We’re […]