How’s the Coffee at Your Work?

I’ve heard all kinds of ideas of little perks that you can offer employees to show that you care about them. Some are small, some are actually huge! But a very simple thing you can look at to get a glimpse of how your company treats its employees is to look at the coffee machine. […]

read more

Do Your Employees Get the Rock Star Treatment?

My friend James Dodkins has a great quote: “If you want to put your customers first, you need to put your employees first, first.” It’s a great way of expressing the simple truth that how you treat your employees goes a long way towards how your employees will treat your customers. I love the idea […]

read more

Do You Ask the One Thing Question?

I’m a big believer in the “One Thing Question.” When you’re surveying customers, I love to ask the follow-up question, “Is there one thing you can think of that would make doing business with us better?” If you have a lot of customers suggesting the same thing—especially customers who already give you high ratings—you should […]

read more

What’s Your “Snow Plow Moment”?

Is there a single moment in your life that you can look back on and see that it helped define who you are today? For me, it’s the Snow Plow moment. It all goes back to when I was just 16 years old, plowing driveways during snowstorms. But I think we can all identify the […]

read more

“Don’t Blame Me, I Just Work Here!”

Have you ever tried to report a problem and gotten the response, “Don’t blame me, I just work here!”? Maybe it wasn’t those exact words, but you can recognize the sentiment behind them. If you or anyone on your team ever gives that response, it’s a big mistake. There will always be problems—it’s how they’re […]

read more

The More You Give, the More You Get?

You’ve likely heard the saying, “The more you give, the more you get.” Giving is an act of kindness. But is it truly an act of kindness if you know that you’ll get something back, even if you don’t know exactly what it is? I would say yes, especially if the act of giving has […]

read more

A Personalized Experience Amazes

Will you go the extra mile to amaze your customers? Personalization is all about making the customer feel like their experience is unique to them. And I had a recent experience that demonstrated that…in spades! It was such an amazing experience that I had to seek out the person responsible to give them my personal […]

read more

Blend the Digital and Human Customer Experience

More and more companies are blending digital and human experiences in their customer service efforts. The problem is that neither solution is ideal 100% of the time. Sometimes the digital experience goes awry, and just doesn’t have the answers to the precise questions that are being asked. Sometimes a live person isn’t as good an […]

read more

3 Ways to Build a Consistent Customer Experience

The old saying goes that the three secrets to success in real estate are location, location, and location. But I have to say, the three secrets of customer service success are similar: consistency, consistency, and consistency. When you’re delivering a consistent, predictable experience, that creates customer confidence, which leads to trust and loyalty. In this […]

read more