One of the most important aspects of customer service is the ability to actively listen to customers and their concerns about your business, service or product. This responsibility falls to everyone in every company! However, the inability or refusal to listen and effectively respond to the concerns or complaints of customers can be the death…
Not too long ago at a modest dinner restaurant in a small coastal town, I encountered a waitress named Shelly. Full of energy and a desire to provide quality customer service, Shelly was friendly but completely professional from the first interaction to last. It was apparent that she took her job seriously and was dedicated…
Around the country, cities of all sizes have found it necessary to find new ways to house their growing populations. If you live anywhere near a major transportation corridor and are within 50 miles of any major metropolitan area, you’ve been hearing about it and/or witnessing it. Already, about one third of the U.S. population…
No Contract, No Service! One of the things that has been bothering me of late is the number of service providers who believe they are too important or too good to speak with prospective customers before a contract is signed. In other words, no contract, no service! “No, I can’t give you an estimate…
Who are your partners in wellness? Surely your doctors, their nurses and support staff. But do you also consider your local pharmacist a partner in your wellness? After all, “Ask your pharmacist about …,” is one of the most oft repeated phrases in advertising because the manufacturers of prescription drugs and over-the-counter health goods know…
Recently, I was talking with a new client who asked about careers in sports. He told me he played football; competitively but not professionally, while in college. But I was pretty sure he was asking about jobs behind the scenes in pro sports. As we talked, he revealed himself to be a devoted fan of…
Was recently discussing customer service issues and experiences when the question came up: Would you feel guilty if an employee was fired because of the poor customer service you experienced? Obviously, the answer depends on the circumstances of the employee’s errors; the punishment should fit the crime. Customer service is the lifeblood of so many…
