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  For years, utilities have been a sole source provider for a territory and consumers were trapped into signing with the one for their area. The customer service ranged from poor to indifferent to average. Management didn’t see the need to emphasize how the service was provided because the customer didn’t have a choice and […]
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3 Easy Tips on How to Provide Quality Service to Students
  Student satisfaction has a direct correlation to increased retention. If a student is happy, they will stay. Enrollment will increase because if they stay, they will inevitably tell their friends. This will increase recruitment opportunities which will result in more tuition revenue. Providing quality service means taking good care of the student while they […]
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  Graduation is right around the corner for most college campuses and everyone is getting prepared for the big event. What a great time to showcase the college and impress your visitors with your outstanding customer service. Those visitors are your customers for the day and they consist of the graduates, parents, grandparents, siblings who […]
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What’s the difference between Payless Shoes and Zappos or a Church’s Chicken and a Chick-fil-A? Differentiating yourself in today’s global economy is tough. Perceptions are not easy to change overnight unless you are willing be bold. The focus is usually on the product, but in a world of commodity products and services, it takes more […]
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A wonderful technique that I picked up from the newsletter of my friend Wendy Leebov’s, Heartbeat, that she uses to enhance the communication and emotional connection between nursing staff and patients is called CUS. CUS is an acronym that stands for: I’m concerned…. I feel uncomfortable… I feel scared…. CUS* originated as a technique for staff to […]
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  Two weeks ago my husband had a total knee replacement at  Orlando Regional Medical Center. A tough surgery to begin with, but then he had complications. I spent five days and a couple nights in the hospital with him. The people were amazing! They were so nice, sincerely nice – not fake, not just […]
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Customers don’t like to wait beyond the scheduled timeframe. If you tell a customer you will deliver something to their home between a timeframe – then make sure you can DO IT! 70% of adults surveyed by TOA Technologies regarding time spent waiting for in-home services and appointments said they would recommend a company simply […]
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Our economic downturn has forced us to examine many of our institutions and several of them are getting failing grades. While Wall Street, banks, and our regulatory agencies are rightfully catching most of the heat, our colleges are not looking too good under renewed scrutiny. Less than 60% of entering freshmen will graduate from 4 […]
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>For 3 years, I had been taking my husband’s shirts to a cleaner near my house. But after awhile, I noticed that the shirts kept coming back with buttons missing. Well, actually it was my husband who noticed, but I was the one who got to hear about it. He would be running late, hurrying […]
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