Customer Service

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…

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…

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…

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…

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…

Showing appreciation to your customers is a big step to creating a memorable experience and being truly amazing. So what are the things you do to tell your customers, “Thank you!” While there are many options, from notes to videos to events, make sure you’re doing something to show your customers just how much you…

Do you know why your customers choose to do business with you? People have all kinds of different reasons for making the decisions they make, including which companies to buy from. For some customers, it all comes down to price. But as a business owner, that isn’t the most reliable reason, because those customers are…

Trust is the foundation for great relationships. So how much do your customers really trust you? To build that trust, you need to deliver a predictable, consistent experience, every time. When your customers have confidence that you’ll take care of them, then you’re on your way. In this week’s video, I share some examples of…

Making sure that you’re keeping up with what your competitors are doing is a good start, but directly going head-to-head might not be the best strategy. Instead, find ways you can stand out—be different. What can you do that the competition isn’t doing? You want to stand out and be different—as long as the thing…