If you have a business, one of your top goals is probably customer retention, but guess what? Your employees are driving customers away every day and you probably don’t even know it. Let’s face it, no matter your industry or type of business, you have competitors. There’s another business like yours on the next block, […]
I don’t know about you, but over the past few weeks during this Coronavirus crisis, I feel that businesses are communicating from a position of panic. Businesses I used to hear from once a month or so are sending me emails weekly with SELL, SELL, SELL screaming from their content. During difficult times, your goals […]
No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an order to selling a product that doesn’t meet the customer’s expectations, you’re going to let your customers down. Customer service failures don’t have to define you. It’s how you RESPOND to service […]
The other day I was in a doctor’s office waiting room when a woman sitting across the way said LOUDLY to the man next to her, “What time was your appointment? Mine was supposed to be more than 30 minutes ago.” The man replied, “I know, I’ve been here for more than 45 minutes!” The woman’s comments […]
The number one most incorrect quote about customer service that is perpetuated time and again, is: “The Customer is Always Right.” WRONG! Training employees to believe this fallacy and insisting that they live by it is not only wrong, but it’s bad for business. Consider these situations: Would you let a naked customer dine in […]
