Customer Service

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…

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.…

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…

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…

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!

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…

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…

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,…

The same thing happening over and over again…does that sound boring to you? Maybe it’s boring, but when it comes to the customer experience, boring can be good! If you are able to deliver the same good experience every single time, with employees who are always knowledgeable and helpful, and an easy process, your customers…

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…