Great customer service isn’t just about one thing. It takes a combination of things, covering all different aspects of your organization, to deliver that amazing experience every time. While the exact mix might be a little different from one organization to the next, there are some common ingredients that you have to get right if…

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One of the big differences between an amateur and a professional is taking the extra step. I love to play hockey, and I’ve noticed that many players will take a shot but then fail to follow through on a possible rebound. A professional follows through every time. I see the same thing in customer service.…

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There’s often a temptation to think of customer service as a cost…the cost of spending time talking with customers, the cost of providing extra service, the cost of providing feedback channels. But if you’re really doing it right, customer service should not be seen as a cost center. It should pay for itself, and then…

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Many businesses try to do a little something special to surprise their customer, when it’s possible. But if you’re going to do that, make sure that the surprise actually delights the customer, too! A surprise that doesn’t delight, or even inconveniences, the customer might be counted a good effort, but still not a great experience.…

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The words we use matter. What words are you using to describe the people who do business with you? Are they customers? Clients? Members? Guests? Something else? It’s a small thing, but even one word can impact how you view the relationship. And since we want a lasting relationship, it’s important to find the right…

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It’s easy to get discouraged when we’re going through a crisis. Tough economic times give us lots of negatives to focus on. But it’s a helpful exercise, even in the toughest times, to think about what you’re grateful for. What are some positives that come out of even the most difficult situation? What can you…

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How do you define the difference between a professional and an amateur? Is it about the nature of the work, about the status of a job…or is it about behavior? Professional behavior—professionalism—earns respect and trust, and creates a positive perception about you and your business. Learn more in this week’s video!

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The first full week of October every year is National Customer Service Week, my favorite time of the year. Of course, I believe we should be thinking about customer service all year round, but it’s helpful to have this time to focus—or refocus—on this important topic. What really makes good customer service? What makes bad…

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It costs you nothing to be nice, and yet doing just that can lead to substantial benefits for your business! Even something small—a compliment, a show of respect, a polite gesture—can make someone’s day and create a better experience for your customers. So what can you do to be nice to people engaging with your…

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You want to deliver a great customer experience for every person who walks through your door (literally or figuratively). So what are the biggest obstacles getting in the way? A great experience requires more than just wanting it to be so; you have to identify the roadblocks inside your own organization and your own processes,…

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