> Then, you have time to clean.  This was the slogan, founder Ray Kroc, made sure all employees of McDonalds knew by heart.  He had seen and eaten at a lot of “fast food” places and he knew the three essential ingredients for a successful dining experience would be Quality, Service and Cleanliness.  Its interesting too, that most [...]

> What does a butterfly have to do with customer service?  The “butterfly effect” refers to the idea that a butterfly’s wings might create tiny changes in the atmosphere that may ultimately alter the path of a tornado.  The flapping wing represents a small change in the initial condition of the system, which causes a [...]

> There are certain words and phrases that are best avoided when looking to build great relationships with customers.  Here are a few: 1.  “That’s our  policy.”  If the customer wasn’t aware of the policy (it was one of those unstated policies) look for another way to help them out and handle their issue. If the [...]

> Are you easy to do business with or are you difficult to do business with?  The processes that organizations create for their customers to buy from them or communicate with them, many times makes the customer experience such a negative, that the customer goes somewhere else next time. For example, when was the last [...]