All levels of schools from Pre-K to College began classes last week. Both students and parents were either wowed and delighted by the organized systems in place and the treatment they received from the staff or they became frustrated, disappointed, and maybe even angry. The first few days of a new school year is an […]
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Getting citizens to pay their back taxes is not an easy task for anyone. However, the city of Syracuse in New York, has found a novel way to motivate residents to pay their back taxes: personal notes handwritten by city officials. The city has collected nearly $1.5 million more dollars than it predicted it would […]
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What is the secret to staying in business? Knowing that loyal customers are golden! J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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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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A couple weeks ago, my husband was told by our family physician that he should see an oncologist for an issue that wasn’t healing. What would you be feeling? That was exactly what my husband and I were both experiencing: terror, panic, and fear. Great customer service starts with looking through the lens of your […]
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Last week, I was invited to give a presentation to newly chosen student ambassadors for UCF. The presentation was to include how to dress, how to dine, how to act to best represent the university. These 25 students are carefully selected through applications and interviews for this highly sought after non-paid position. These […]
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The Eleventh Day Tip: The holidays can be a stressful time for everyone. It seems as if everything is packed into a one month time frame that can include for some: getting and decorating a tree, decorating the house, buying presents, cooking special foods, sending out holiday cards, going to special church events or holiday […]
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The Tenth Day Tip: In the busy holiday rush season, there will be times when something will go wrong or not exactly as it should with a customer. You must have a Service Recovery plan in place now to deal with those situations. It’s important not to miss an opportunity to make it right with […]
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The Ninth Day Tip: One of the reasons customers love doing business with Nordstrom is the ease of doing a return. Nordstrom’s return policy is “We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our goods and services and want customers to be satisfied […]
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The Seventh Day Tip: Have staff available, visible, and ready to help. It amazes me to see how much companies spend on advertising in the newspapers, radio, and billboards, then to walk into their store and not be able to find someone to assist me. Circuit City went out of business because of the lack […]
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