“Sorry, we are closed.” Everyone has seen this all-too-familiar sign hung in the darkened windows of your favorite local eatery. Although this time, it’s not just until tomorrow morning’s kitchen prep, now — it’s for good! Personally when it comes to dining out, I prefer independently owned eateries. Why? For starters, I think the food […]
It’s easy to build trust when you have the opportunity to connect with customers in person. You can look into their eyes, read their expressions, and interact at a more personal level. Even on the phone you can listen to a customer’s tone of voice and react accordingly. But, building trust online is a different […]
Several news services and blogs were writing about the same subject recently and they caught my attention. They were discussing a study conducted by Zendesk and generally they were concluding that the more often a customer service agent says “sorry,” “please” or “thank you” the angrier the customer gets. One article put it like this: […]
Forget once-a-year employee surveys. How about once-a-week? That is if you even do employee surveys. Many companies will survey their customers. The surveys range from simple questions, as in the Net Promoter Score type surveys to elaborate multiple question surveys. Some of the best companies also survey their employees, typically once a year. The leadership […]
Watch the latest video at video.foxbusiness.com The Small Business Expert Susan Solovic outlines the social media dos and don’ts for small businesses that are taking customer service online.