In this age of instant gratification, it's no surprise you'll lose customers if you make them wait.
A young entrepreneur lost my business because it took him much too long to give me a complete proposal. I was prepared to spend a few thousand dollars, but not with someone who wasn’t responsive. If he wasn't responsive when trying to make... Read More
When I was ready to pay for my purchases at my favorite craft store on Saturday, I was greeted by a cashier who politely inquired, “Did you find everything you were looking for?” He sounded so sincere, like he wanted to be helpful. So I answered that I had not been able to find the one thing I’d come... Read More
I attended a luncheon event for 300 people at the Ritz-Carlton Phoenix recently and experienced their legendary customer service first-hand. I wish every server at every restaurant demonstrated the same excellent skills, attitude and problem-solving abilities as this wonderful server at The Ritz-Carlton.
The salads were on the table when we sat down, and the server came around offering salad... Read More
In an earlier article, I discussed the latest survey which shows that when people quit doing business with a company, 86% of the time it’s because of poor customer service. As a business owner, manager, or employee, this is something you can control. In order to know how your customers want to be treated so that they come back,... Read More
Why are we so hesitant, even reluctant, to hold others accountable?
I’ve noticed this phenomenon again and again with clients and companies I do business with, but it really hit close to home this week. Here’s what brought this so clearly to mind.
A few months ago, a storm damaged the roof of our home. Since we have insurance in place,... Read More
Has there been someone in your life who inspired you to do something you never thought of doing or didn’t think you could do? Maybe this person was a family member, teacher, coach or supervisor who saw something in you that motivated you to make choices that took your life in a different direction. Was there one particular moment... Read More
Several years ago, I went to a chiropractor who did a great job of working the kinks out of my back and neck. I liked the doctor, his office location was convenient, and I could usually get in to see him on short notice when I needed an adjustment. I was getting treatments frequently, and got to know the... Read More
Ignoring a customer's request makes matters worse. This can be as damaging when dealing with internal customer as it is with external customers.
Ruth works in the state office of a large organization. There are several satellite offices throughout the state which support the state office and are, in turn, supported by the state office. Ruth received a request... Read More
Whether you have your own business or work for someone else, the key to surviving and thriving in this slow economic climate is providing excellent customer service.
In order to be successful in business you must keep customers coming back. You must to have a product or service your customers want, but your competition has that. How do you... Read More
As a kid I wanted to be invisible, but I grew up and got over it. As an adult, when I’m attempting to spend my money at a business, I do not want to be invisible. I want service. If I were to judge based on the reaction of many sales associates and servers, there must be times when... Read More