I have bugs in my living room. Big, leggy, gross bugs and when you squish them a blue goo comes out. Ick. At first there was just one and then a few days later, one more. Over the last month I’ve seen and disposed of about 12 of them and yesterday when I saw one [...]
Today the mirror was held up to my business and the reflection wasn’t pretty. It has nothing to do with the oral surgery from yesterday and my swollen chipmunk cheek or the red nose from a wicked bad cold….nope, a potential customer showed me that I wasn’t that easy to do business with. In this [...]
This topic seems timely on the eve of Black Friday frenzy. Retailers are expecting a record breaking volume of shoppers and sales this week . In an effort to gain the customer’s first dollars they are opening even earlier – some on Thanksgiving day! The ads, the offers, the promises being offered in pre-Thanksgiving day [...]
I met a customer at the local Barnes and Noble bookstore over the weekend. We both decided to grab a cup of coffee. My customer, Kathy, is a loyal – no, more like an obsessed Starbucks fan. Everyday she has to have her Starbucks – not just in the morning but several throughout the day. [...]
I have to be honest – I don’t think I have any words to add to this message from a PRIOR HP customer. Talk about poor customer service! HP – do you have anything to say for your approach to helping customers?
In this new world of co-opetition, we are finding ourselves partnered with other businesses and services to offer a more complete experience to our customers. However, we need to make sure these alliances are smart choices. My son, who now lives in Chicago, was recently robbed while on the big bad streets of the windy [...]
I attended a recent TEEM meeting in Akron, actually I was the speaker, and after the dinner a gentleman come up and we were talking about building customer relationships and the latest trend of REAL TIME REVIEWS. Customers are using their social media voice to share their customer service experiences. He asked if I had [...]
We can’t always provide the perfect product or experience to our customers. Often the way we handle challenging situations with our customers is the way we solidify our relationship with them. Yesterday, I was disappointed. I have used the same service company in my home for a few years and they always provide wonderful service. [...]
Yesterday I had the opportunity to address the Retail Organization of Lakeland Community College at the Great Lakes Mall. I shared my thoughts on the value of make or break moments with our customers…each moment is an opportunity to make a difference. After the talk, one participant came up and shared a great observation: When [...]
I often speak about the importance and value of building customer relationships but today I want to talk about relationships within an organization. Glenn Ross asks a lot of really valuable questions in his post The Most Important Component in a Relationship. What is it? Communication. He starts the article by quoting Dale Carnegie: “90 [...]
