Blog

Avoiding a Customer-Hostile Ending Memory

Avoiding a Customer-Hostile Ending Memory

Much is written about understanding a customer’s journey through an organization’s service processes. Organizations train for a friendly customer greeting and effective hosting. They scrutinize associate handoffs and communications. They send out customer surveys and install suggestion systems. In the healthcare world, much is spoken about bedside manner, patient rights, and efficient wayfinding.

“…But It’s Not What I Want!”

“…But It’s Not What I Want!”

It made me think about the many times we completely miss the mark when serving customers. We fail to be attentive to what matters most to them, desiring instead to serve them what we want them to want. We try to force fit our systems and processes grounded in convenience to us even though it creates dissonance and angst for the customer. We make it hard for them to give us their money.

Stop Stepping Over Dollars

Stop Stepping Over Dollars

One of the most famous automobile dealerships in the world is Sewell Village Cadillac in Dallas, Texas. After calculating the lifetime value of a loyal buyer, owner Carl Sewell, author of Customers for Life, said, "If the typical happy customer spends over $300,000 in...

Make your customers’ experiences an adventurE

Make your customers’ experiences an adventurE

Walk a bit on the wild side with your customers. Instead of recommending the predictable service buffet, deliver an experience more like ice-cold carrot juice with fresh ginger root!  Take your customer on a memorable adventure and they will return with their fidelity and funds.

Do You Nurture Encore customers?

Do You Nurture Encore customers?

Customers today are at great risk of all manner of danger–physical, emotional, and financial. The TLC you provide them will determine if they are encore customers, returning with their patronage, and bringing along customer seedlings to brighten your reputation and enrich your revenue.

Sunflower service

Sunflower service

Sunshine service involves making the customer the center of your attention like the sunflower does the sun. It means channeling your service energy to best respond to the customer’s needs and expectations. It means not being distracted while maintaining your laser-like focus. And customers are so warmed by the special attention they gladly give you their loyalty and their funds. 

In Customers We Trust

In Customers We Trust

Don’t build your business around the infrequent “bad apple” (pun intended). Trust your customers and they will trust you back. 

Customer Service Leadership: Zelensky Style

Customer Service Leadership: Zelensky Style

Employee empowerment is not given; it is inspired. It is not bestowed; it is nurtured. Show the true meaning of leadership through your authenticity, role model, humility, and courage. #ServeCareLove the world.

“I Need Ammunition, Not a Ride”

“I Need Ammunition, Not a Ride”

Great leadership requires courageously standing for what you believe and ignoring the expedient, convenient, easier, safer, or risk-averse routes. It involves taking the high ground with its allegiance to values. And it requires the recognition that leaders walk in a spotlight. Their associates watch their moves, not their mouth. As humorist Will Rogers said, “People learn from observation, not conversation.”

Surprise Customers with Unexpected Passion

Surprise Customers with Unexpected Passion

Customers love getting service delivered by passionate associates. Research shows they abhor indifferent service even more than they hate bad service. Bad service can be explained as a byproduct of factors beyond the influence of the frontline persons. Indifferent service, on the other hand, signals one clear and present message—the lack of caring.

Refocusing Your Customer-Facing Associates

Refocusing Your Customer-Facing Associates

It all started when we drove up to the speaker menu at a quick-service restaurant. "Can I take your order?" the attendant coldly barked. When my wife, on hearing the deep voice of the attendant, politely said, "Thank you, sir," she got back a sharp, "It is ma’am." She...