After my most recent blog post, basically giving up on our ability to make a difference in the customer service experience, I read this response from a group member on LinkedIn: This is a great conversation to show how the bar of customer service keeps being set and re-set…lower and lower. That makes it [...]

Where have I been, you ask? Trying to pick myself up from utter despair. Two weeks ago I was hired to talk about make or break moments to the managers of a chain of auto repair shops. I had researched the company and their website shared customer focused words that led me to believe they [...]

I recently participated in the question of the week at Dr. Shannon Reece’s site Strategies and Tactics for Women (however, they work for men too). The question – how do you go about making your customers a fan of your business? Thirty seven people responded with their take on the situation – I am tip [...]

Okay – that title requires some explanation. Imagine a world in which your customer is so convinced that you’ll be there for them, when they need you, with the answers they need in a easy to use fashion – every time that they just assume it as fact. They assume you’ll meet their needs.  So much [...]

The monthly report from E-zine Articles just arrived in my email.  Once again – the number one article for the month is one I wrote a few years ago entitled How Do You Define Customer Service. I wrote the article before the economy took a turn for the interesting, when companies were still staffed and [...]

I’m reading the book “Two Weeks to a Breakthrough” by Lisa Haneberg. An interesting book about being focused on a goal and working each day towards bringing it to life. In the Day Two exercise she has a great analogy and it made me think of companies trying to bring customer service to life. Think [...]

When you look at the company budget – do you spend equal dollars on marketing for new customers as you do servicing your existing customers? When the economy started to tank, one of the first things companies pulled was training. The focus on customer service shifted from having importance to a “nice to have.” I [...]

Customer Service isn’t a title or a department – it is a culture. In a recent post over at Duct Tape Marketing his lead paragraph says it all Here’s something your customers won’t ever tell you but that you had better understand: Your employees probably treat your customers about the same way you treat your [...]

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 [...]

Here’s the daily quote from my “Women Who Do Too Much” calendar that was a gift this past Christmas. Someone trying to tell me something? We certainly get confused about what service really is and who is being served. Yet, everyone agrees that service is a good thing. That struck a chord for me when [...]