Every once in a while a company has an opportunity to create an over-the-top customer service experience. They don’t happen every day, or they wouldn’t be special. The right story can become customer service legend to be shared with employees – and even customers. I am going to tell you a great “above and beyond” […]
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 […]
Here are the nine reasons I bought from her instead of you. (Which in real life I wouldn’t do, because you wouldn’t make these mistakes.) 1. You sold sizzle. I’m buying steak. You gave me a list of the “wow” factors that make you cool, distinctive, and “different.” Your competitor convinced me that she had better […]
The restaurant business is fickle. You can be on top of the world one day and the next day find a room full of empty tables. The market reaction isn’t quite that quick, but the point is word of a few bad experiences spreads fast and soon customers have moved on. That’s why I want […]
When everyone in your business is an expert in the art of follow-up, you are a long way down the road to success. Follow-up is one of the artful skills and required tasks that cuts across several aspects of your operation. Follow-up is required: * With prospects considering a purchase, * With customers after they […]