Why have those higher ed institutions that have implemented a culture of service excellence been successful? Three important reasons: 1. In a culture of service excellence, students and faculty feel they matter and belong. This is critical because students learn best where there is mutual care and respect. This is a part of the environment […]
Read More
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 […]
Read More
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 […]
Read More
Ultimately, customer loyalty can’t be bought, it must be earned. One of the best ways to earn that loyalty is through engaging the customer. Engaged customers provide you with an opportunity to wow and delight, and that’s what leads to winning their loyalty. Three ways that can foster customer engagement are: knowledgeable employees, service-oriented employees, and personalized service. […]
Read More
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 […]
Read More
  Chick-Fil- A knows it’s the little things that build customer loyalty. So, they have created a new advertising campaign promoting the little things they do to show they really do care about their customers.One ad is about a Chick-Fil- A employee who saved the $3.00 change that a drive -up customer forgot to get […]
Read More
The culture of tomorrow, begins with the people you hire today. The hiring process gives clues to potential employees as to what your culture is like and who you hire will be a reflection of how your employees ultimately treat your customers. Looking through the lens of the job applicant, HR has several opportunities to […]
Read More
  I live in a home with a lot of windows and have lived here for almost 17 years. About 15 years ago, I found a window washing service that I liked and since then have only used this small company. There is actually an emotional connection between myself and A Perfect Services. What differentiates […]
Read More