A few weeks ago, I extended a business trip by a couple of days to explore a new area of the country I had never seen. Going to tripadvisor.com for recommendations for a place to stay in Durango, Colorado, a small mom and pop motel kept appearing as the #1 place to stay. Deciding to […]
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Years ago before Amazon became the ubiquitous place to buy most everything, I did a Google search to find an online supplier of a particular facial product I loved. A website came up and because I had several questions, I decided to call before making a purchase. The woman answering the phone very patiently answered […]
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My friend owns a plaza with several small business owners as tenants. They all share one dumpster located behind the plaza. A waste management company owns the dumpster and provides the service of emptying it on a regular basis. Several years ago, my friend noted there were extra charges being added on to his bill. […]
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The most important point of contact you have with a customer is in the first few seconds of engagement. This contact sets the tone for the rest of the entire interaction. Think of when you go to visit a best friend after a long absence and you are so happy to see each other. It […]
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Doak is my beautiful 90 lb. chocolate lab. He was my son’s puppy when he was in college and thus the name Doak, after Doak Campbell FSU football stadium. My son graduated and took a job in the big city where apartments don’t allow dogs bigger than 40 lbs. So, I inherited Doak. This past […]
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I received a letter from my insurance company with the notification that my flood insurance would be cancelled if I did not provide them with an elevation certificate because their records indicated this document was missing from my folder. I called and let them know this certificate was provided to them five years ago when […]
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Lessons learned from the Digital Banking Report that can be applied to any organization, shows the need for more focus on the customer experience. It has been proven that the power of the customer experience is the most important element of long-term competitive and financial success. According to a study by Kantar, banks and credit […]
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Why does no one ever change the oil in a rental car? Because they don’t own the rental car. They don’t feel the need to ensure it keeps on running long after they have turned it back in. Owning something requires taking stock in what you believe and continually looking to improve and enhance. […]
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Getting started in your department on improving service to customers is not always easy. These three steps will signal a stake in the ground that you are serious about making service excellence a part of how you expect to do business in the future. STEPS 1.Making my personal commitment visible and genuine to my employees […]
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If managers truly want the delivery of excellent service to become a way of life in the department they lead, they must “walk the talk”. But, exactly,what are ways, a manager can do that? Following are seven simple actions for a manager to show in a visible fashion they are committed to customer service and […]
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