Customer Service

An Incredible Brand Promise

I recently gave a presentation at River Valley Bank, which is changing its name to Incredible Bank. My experience there was a great example of creating a brand promise. It’s right there in the name: Incredible Bank. You know right away what kind of customer experience they’re looking to create. I got to learn more…

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Do You Do the Right Thing?

Sometimes people go above and beyond in customer service, to do more than would be expected. They do it because, in their minds, it’s the right thing to do. One of my readers recently sent me a note that described a situation just like this, where someone provided him service above and beyond the call…

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Do You Act Your Core Values?

Lots of people talk about core values. But are you acting on your core values? If you’re just writing them down without acting on them, it’s just a writing assignment. For core values to really work, you have to understand and consider how they tie into your daily behavior, filtering (to use a great metaphor…

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4 Reasons to Love Complaints

We all know that one person who loves to complain. It feels as though they always have something negative to say about the food, or the service, or whatever they deem sub-par that evening. As much as this type of person may annoy you personally, small business owners should love the complainer. In fact, embracing…

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The One-Question Customer Survey

Getting feedback from your customers is an invaluable way to learn about how you’re really doing. But how do you actually get customers to respond to surveys? It comes down to two things: Simplicity and Speed. If you can design a survey that is easy to respond to and promise customers that you won’t take…

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A Promise to Your Customers

What personal promises are you making to your customers? I talked about my friend, Dr. Neil Baum, in a recent video. There’s another great lesson we can learn about business from the way he runs his practice. On his website, he has a section labeled “My Personal Promise to You,” addressed to his patients. It’s…

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The Two Sides of Customer Service Training

Understanding what it means to deliver great customer service and being the type of person who can deliver it are two very different things. Anyone can read about strategies or participate in customer service training, but it still takes a certain type of personality to consistently deliver good service, day in and day out, to pleasant customers as…

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Un-common Sense

Sometimes we’re confronted with problems where the solutions are difficult to figure out. But sometimes, the solution is staring us right in the face—as long as we’re willing to look! A friend of mine recently shared a story of an experience she had where a problem had an obvious solution. But common sense isn’t always…

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What’s in the Secret Sauce of Your Small Business?

What comes to mind when we think about secret sauce? There’s the unexpected flavor, adding a kick to any ordinary recipe, and the mystery of the sauce itself. What’s all in it that makes it taste so good? Some of us may wish that we knew so we could duplicate the sauce for ourselves and…

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Win-Wins, and Win-Wynns!

When you deliver a great customer experience, it becomes a win-win. You win by creating a happy customer. And the customer wins with the great service. It takes competent people making good, customer-focused decisions for the system to work. Learn how one of my friends experienced a win-win—or rather, a Win-Wynn situation in this week’s…

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