Take Care of ALL Your Customers

Which customers do you want to keep doing business with? We often look at some customers as better than others. Maybe they do business with us more often, or they spend more when they buy, or maybe they’re just easier to do business with, in general. Your most loyal customers might have emotional connections with […]

read more

Getting the Same Complaint Again? Stop It!

What kinds of complaints do you hear from your customers? Are you frequently hearing the same complaint, over and over again? If so, stop it! Now that might be over-simplifying things, but the point remains: if you keep hearing the same thing repeatedly, daily, maybe even many times each day, then you need to get […]

read more

Trust Your Customers!

You need your customers to trust you. But that has to go both ways. You also have to trust your customers. Are there rules or processes that you’ve put in place, perhaps with good meaning, but unintentionally tell your customers that you don’t trust them? Even worse, are your customers insulted or offended by some […]

read more

Ask Your Customers the Extra Question

Customers may ask you a lot of questions, but they don’t always know the right questions to ask. And even if you give them answers to all the questions they ask, if you leave unspoken the answer to the question they should have asked, you could have an upset customer before too long. Truly customer-focused […]

read more

The Power of Personalization

You may be familiar with the “4 P’s of marketing”: Product Price Place Promotion But do you know the 5th “P”? It’s Personalization! Personalization has been around as a part of business for a long time—whenever you’re relying on your memory of past customers and welcoming them by name and building rapport, you’re using personalization. […]

read more

Improve Customer Service a Tiny Bit at a Time

Sometimes thinking small is the best way to make a big improvement. Think about customer service. If you’re just a little bit better than average, all the time, that adds up. Even if you’re just 1% better than average, but you’re consistently 1% better than average every single time without fail, that will help you […]

read more

The Right Process Can Reduce Customer Complaints

Many problems that cause customer complaints boil down to a failed process. Good intentions can be ruined by human error, and create a bad experience—a Moment of Misery—for your customer. And what’s worse, most of those customers won’t tell you about their problem. They simply won’t come back—and throw in a little negative word-of-mouth for […]

read more

Honesty is the Best Customer Service Policy

Is honesty really the best policy? In customer service, the answer is yes! Our relationships with our customers are important, and they want (and deserve) the truth, no matter what. We can approach subjects with tact and empathy, but must still be honest. If there’s a problem, be upfront about it. The customer will find […]

read more

How Customer Service Changes—and How It Stays the Same

Things change quickly in business today. Innovations in technology touch on almost everything we do. So naturally, many people ask me about how customer service is changing. They’re thinking about things like artificial intelligence, or social media, or online chat, or email. Whenever I hear that question, though, I can’t help but think that for […]

read more