Comments for Make or Break Moments http://www.makeorbreakmoments.com Building Customer Relationships One Moment at a Time Wed, 17 Aug 2011 02:26:08 -0600 http://wordpress.org/?v=2.8.5 hourly 1 Comment on Verizon’s Arbitrary Pricing Leads to Customer Confusion by Julie-Ann http://www.makeorbreakmoments.com/2011/08/09/verizons-arbitrary-pricing-leads-to-customer-confusion/comment-page-1/#comment-1261 Julie-Ann Wed, 17 Aug 2011 02:26:08 +0000 http://www.makeorbreakmoments.com/?p=1734#comment-1261 Ouch! Sounds like Verizon could use a lesson in consistency. It's great to empower employees, but all front line staff needs to be given the same authority to please customers. This video http://www.upyourservice.com/video-theater/get-better-results-through-alignment-of-effort-not-through-greater-effort could really help Verizon make sure more customers don't walk out feeling like you did! Ouch! Sounds like Verizon could use a lesson in consistency. It’s great to empower employees, but all front line staff needs to be given the same authority to please customers. This video http://www.upyourservice.com/video-theater/get-better-results-through-alignment-of-effort-not-through-greater-effort could really help Verizon make sure more customers don’t walk out feeling like you did!

]]> Comment on Saying Thank You by » Thank You Gifts – Great Way to Show Appreciation http://www.makeorbreakmoments.com/2008/12/02/saying-thank-you/comment-page-1/#comment-1239 » Thank You Gifts – Great Way to Show Appreciation Thu, 04 Aug 2011 15:37:20 +0000 http://www.makeorbreakmoments.com/?p=235#comment-1239 [...] Saying Thank You [...] [...] Saying Thank You [...]

]]> Comment on Have it Your Way – For a FEE by Deborah Chaddock Brown http://www.makeorbreakmoments.com/2008/11/18/have-it-your-way-for-a-fee/comment-page-1/#comment-1238 Deborah Chaddock Brown Wed, 03 Aug 2011 13:35:46 +0000 http://www.makeorbreakmoments.com/?p=142#comment-1238 Thanks for the comment, Matt. Since I wrote that post I have been to many Subways and I have come to believe it was a single franchise owner's decision. Thanks for the comment, Matt. Since I wrote that post I have been to many Subways and I have come to believe it was a single franchise owner’s decision.

]]> Comment on Have it Your Way – For a FEE by Matt Trifiro (SVP Assistly) http://www.makeorbreakmoments.com/2008/11/18/have-it-your-way-for-a-fee/comment-page-1/#comment-1237 Matt Trifiro (SVP Assistly) Wed, 03 Aug 2011 12:19:19 +0000 http://www.makeorbreakmoments.com/?p=142#comment-1237 I am a big fan of banana peppers and I wonder if this was just this one Subway. I always ask for more... and more... and more... and while I might get an occasional funny look I've never been asked to pay extra for an abundance of peppers. Perhaps it was this one franchisee or this one employee? But your story is right on. This smacks of horrible customer service. I am a big fan of banana peppers and I wonder if this was just this one Subway. I always ask for more… and more… and more… and while I might get an occasional funny look I’ve never been asked to pay extra for an abundance of peppers. Perhaps it was this one franchisee or this one employee?

But your story is right on. This smacks of horrible customer service.

]]> Comment on Be Easy to Find: Use Your Name by Julie-Ann http://www.makeorbreakmoments.com/2010/06/04/be-easy-to-find-use-your-name/comment-page-1/#comment-1234 Julie-Ann Sun, 31 Jul 2011 02:14:58 +0000 http://www.makeorbreakmoments.com/?p=1283#comment-1234 Your suggestion is a great one. The reality is companies need to Google themselves frequently these days to get a clear picture of what is being said about them. Image does matter. So does service. To learn how to build one that produces great Google results, this video (http://www.upyourservice.com/video-theater/how-can-you-make-the-best-of-your-existing-culture-even-stronger) can be very enlightening. Your suggestion is a great one. The reality is companies need to Google themselves frequently these days to get a clear picture of what is being said about them. Image does matter. So does service. To learn how to build one that produces great Google results, this video (http://www.upyourservice.com/video-theater/how-can-you-make-the-best-of-your-existing-culture-even-stronger) can be very enlightening.

]]> Comment on Thought for the Day Makes a Difference by Katy http://www.makeorbreakmoments.com/2011/04/19/thought-for-the-day-makes-a-difference/comment-page-1/#comment-1227 Katy Fri, 29 Jul 2011 04:24:23 +0000 http://www.makeorbreakmoments.com/?p=1697#comment-1227 This story is a prime example of the importance of customer service. Johnny became the organization's most inspirational employee. This story is a prime example of the importance of customer service. Johnny became the organization’s most inspirational employee.

]]> Comment on Crying Baby – Fancy Restaurant – Piece of Pie by Julie-Ann http://www.makeorbreakmoments.com/2011/07/04/crying-baby-fancy-restaurant-piece-of-pie/comment-page-1/#comment-1225 Julie-Ann Fri, 29 Jul 2011 02:11:18 +0000 http://www.makeorbreakmoments.com/?p=1718#comment-1225 What an excellent dilemma to point out! This situation could have been handled much better. The restaurant could have quietly talked with the family and asked them if they would be more comfortable in a "more private" location. It could and should have also offered those who were terribly bothered something more for their troubles. This was a great opportunity to turn lemons into lemonade - http://www.upyourservice.com/learning-library/customer-service-recovery/turning-provocation-into-pleasure. What an excellent dilemma to point out! This situation could have been handled much better. The restaurant could have quietly talked with the family and asked them if they would be more comfortable in a “more private” location. It could and should have also offered those who were terribly bothered something more for their troubles. This was a great opportunity to turn lemons into lemonade – http://www.upyourservice.com/learning-library/customer-service-recovery/turning-provocation-into-pleasure.

]]> Comment on Dr. Stanley Pearle: The Original Customer Relationship Builder by Jim Kuhn http://www.makeorbreakmoments.com/2011/07/23/dr-stanley-pearle-the-original-customer-relationship-builder/comment-page-1/#comment-1214 Jim Kuhn Mon, 25 Jul 2011 12:40:08 +0000 http://www.makeorbreakmoments.com/?p=1731#comment-1214 Dear DCB, I am so sad to learn of Dr. Pearle's passing. Thank you for providing a vehicle to remember him by. I first met Dr. Pearle in January 2000, along with Larry Pollack and Pat Luzier (two of my business heros) in Las Vegas at the Cole annual laedrship event. I was in awe that Dr. Pearle, an icon of the optical industry, was so engaging and caring. I, too, had regular visits to the Dallas operations during which I would say "Hi" to Dr. Pearle and be amazed at how, each time, he was the same authentic human being that I met the very first time. Dr. Pearle was a person who will be remembered forever for those of us who had the opportunity to know him. With gratitude, Jim Kuhn Dear DCB,

I am so sad to learn of Dr. Pearle’s passing. Thank you for providing a vehicle to remember him by. I first met Dr. Pearle in January 2000, along with Larry Pollack and Pat Luzier (two of my business heros) in Las Vegas at the Cole annual laedrship event.

I was in awe that Dr. Pearle, an icon of the optical industry, was so engaging and caring. I, too, had regular visits to the Dallas operations during which I would say “Hi” to Dr. Pearle and be amazed at how, each time, he was the same authentic human being that I met the very first time.

Dr. Pearle was a person who will be remembered forever for those of us who had the opportunity to know him.

With gratitude, Jim Kuhn

]]> Comment on Dr. Stanley Pearle: The Original Customer Relationship Builder by alex http://www.makeorbreakmoments.com/2011/07/23/dr-stanley-pearle-the-original-customer-relationship-builder/comment-page-1/#comment-1210 alex Sun, 24 Jul 2011 21:52:29 +0000 http://www.makeorbreakmoments.com/?p=1731#comment-1210 Sophia and I just made it back from Dr. Pearle's funeral. It's a huge loss for the business world, especially for the optical industry. Thank you Debra for writing about your experience with Dr. Pearle. Sophia and I just made it back from Dr. Pearle’s funeral. It’s a huge loss for the business world, especially for the optical industry.
Thank you Debra for writing about your experience with Dr. Pearle.

]]> Comment on Dr. Stanley Pearle: The Original Customer Relationship Builder by Julie-Ann http://www.makeorbreakmoments.com/2011/07/23/dr-stanley-pearle-the-original-customer-relationship-builder/comment-page-1/#comment-1208 Julie-Ann Sat, 23 Jul 2011 15:58:00 +0000 http://www.makeorbreakmoments.com/?p=1731#comment-1208 What a terrible loss, but what a wonderful legacy Dr. Pearle left behind. This man truly understood service to company, employees and customers. As this video (http://www.upyourservice.com/video-theater/how-can-you-make-the-best-of-your-existing-culture-even-stronger) points out, even companies with a strong sense of service can do better. Dr. Pearle understood that and took it to a whole new level. What a terrible loss, but what a wonderful legacy Dr. Pearle left behind. This man truly understood service to company, employees and customers. As this video (http://www.upyourservice.com/video-theater/how-can-you-make-the-best-of-your-existing-culture-even-stronger) points out, even companies with a strong sense of service can do better. Dr. Pearle understood that and took it to a whole new level.

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