Is It Them or Is It Me? A Question to Ask Yourself
Debbie is a travel agent who came highly recommended. She was fantastic on the phone, so I booked an appointment to see her in person for help with an overseas trip. I arrived on time for our 11am...
View ArticleThree Questions to Ask Yourself Before You Let Opportunity Pass You By
My hairdresser Olivia lives near me and makes house calls. She also works across town at a high-end salon. From what she tells me, her employer does a fantastic job of mentoring his staff. He’s...
View ArticleDon’t Miss Your Customer’s Cues or You May Miss Out on Their Business
I witnessed a train wreck of a customer experience this week. While shopping for a new car, my husband Cliff and I visited three dealerships. We found a car we liked at all three, so each sales...
View ArticleWhen Customer Service Standards Are Missing
I like to go for a long walk on a Sunday afternoon. Yesterday I walked about five miles, all in all, and my journey took me past a large supermarket, so I thought I would pop in for a coffee and a...
View ArticleWhat If You Served Your Employees and Let Them Serve the Customer?
I shared a Stephen Covey quote on LinkedIn earlier this week, which read “Always treat your employees exactly as you want them to treat your best customers.” It’s a statement that I believe in 100%....
View ArticleMake a Quick Shift for Inspired Service
Sometimes it’s easy to go the extra mile for a customer, and other times it can be a real strain – especially when you’re feeling unmotivated. How can you inspire yourself to excel at service when...
View ArticleShowing Your Customers Some Love Pays Big Dividends
What does love got to do with customer service? Everything! While in past years, many business tomes and educators advised us to keep the “F word” – feelings – out of business, things have changed...
View ArticleAs a Business Owner, You May Unwittingly Ruin Great Customer Service
In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was...
View ArticleCustomer Service Composure Tips: 5 Ways to Stay Calm Under Pressure
Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when you’re feeling defensive? When you...
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