Customer Service

What is Your Standard for Yourself?

What standard do you set for yourself when you’re serving a customer? Your standard for yourself should be even higher than the standard the customer has for you. Holding yourself to that standard will help create a better customer experience, and lead you to be more proactive about taking care of things when something goes…

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How Do You Stand Out?

What makes a business stand out from its competitors? What makes YOU stand out from your competitors? So many businesses have little that differentiates them from another alternative for their customer. It might just boil down to who’s closest, or who they saw most recently. But you can do more.  You can find ways to…

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Keep Growing and Stay Relevant

Is your business still relevant? Everyone wants their business to grow and succeed, and getting to a more successful stage is a great achievement. But you should never want to just stop there. Because when you get complacent, that’s when things start to turn and go the other way. So what can you do to…

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The Heart of Customer Service is Respect

I had the privilege of watching U.S. Navy Commander Mike Abrashoff as he delivered a speech at a conference where we both were speaking. It was a pleasure to share the stage with this amazing man. In short, Commander Abrashoff was assigned to take over the USS Benfold, a ship that was considered one of…

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Customer-Focused Musts

The best customer service doesn’t just deliver on the things that a business must provide; you have to do more. If you want to be a customer-focused company, there are other things you must do, above and beyond the minimum. What amenities might your customers appreciate? Think about your customer-focused musts, and identify the things…

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Get Out of the Customer-Free Zone!

Are you feeling disconnected from your customers? Maybe you, or some of your employees, don’t have an opportunity to interact with customers on a regular basis. If so, beware! You’ve entered the customer-free zone. It’s important to stay in contact with the front lines of your business, and know what customers want and need. In…

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5 Fundamentals of a Great Customer Experience

Next week is National Customer Service Week, celebrated each year in the first full week in October. It’s about not only your customers, but also your employees who serve those customers and create the customer experience on the front lines. This is a time to celebrate the things you’re doing right, and to refocus on…

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Making the Tough Decisions

Every business has to make tough decisions. Unfortunately, none of us get to just make easy calls all day; the reality is that we have to face difficult challenges head on. Choosing to do nothing about a problem because the solution is uncomfortable will lead you to failure. You can’t just hope things will get…

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You’re Wrong!

“The customer is always right!” Well, not always. But even if the customer is wrong, you can still treat them the right way, with dignity and respect. When you run into a situation like this, choose your words carefully. Avoid phrases like, “It’s your fault,” or “You’re wrong!” In this week’s video, we’ll look at…

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Purposeful Customer Service

I posed the following question to a group of business owners at the International Franchise Association convention: How do you ensure a great customer service experience for your customers? There were some commonalities among the answers. Even with the diverse collection of businesses, from quick serve restaurants to online businesses, most of them agreed that…

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