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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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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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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  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 […]
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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 […]
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  Guests tell Disney that the least favorite part of their theme park experience is the” wait in line.” Over the years, Disney has tried to mitigate that part of the ride process. They started with creating the queue in a snake-like design to let guests talk to other guests they passed to make the […]
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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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Today, I have a guest blogger who shares my passion for service excellence, and also like me, studied Philip Crosby’s approach to quality management back in the 80’s. Today, Gautam Majatan, based in India, has looked to implement many of the Quality tools that were used to improve quality back then, to redirect those tools […]
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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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