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Last week, I was delighted to spend some time watching the employees working at Pike Place Market in Seattle, Wa. Ever since they decided they would become the World’s Most Famous Fish Market, the employees have bought into the culture, hook, line, and sinker. It was evident in the teamwork they displayed and the fun […]

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  There is something that companies known for their world-class customer service do that other companies don’t. It is what inspires customer retention, it is what reinforces customer loyalty. It isn’t hard to do, but it takes a commitment and awareness by every employee in the company. That “something”, that critical ingredient, is having a […]

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  When you are as successful as Amazon and you have just bought another successful organization called Whole Foods, you become a force to be reckoned with by all the competition. What are the best in the respective industries now going to do to stay on top? Three critical customer service areas have been identified […]

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1. Make sure you have insensitive staff. Do this by treating them insensitively yourself. Don’t show any empathy if they are having personal problems, don’t show you care if they are feeling overwhelmed on the job, don’t offer to help if you see they need your support with a customer. So what if the customer […]

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Last week, I was scheduled for my regular 6 month teeth cleaning. I was reminded of this appointment with a call from Barbie, the receptionist, who confirmed the 10:50 a.m. appointment. No appointments are scheduled on the hour or half hour as the practice has found patients are more apt to remember and be on-time […]

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