Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday.Before I started my online business, I was just on one side... the customer. I whole-heartedly believed in... Read More
We Got It Wrong: Never Under Promise & Over Deliver
You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates... Read More
How to Provide Instant Customer Service
Customer service is an essential component of any business. Clearly, if you work alone your business thrives on good customer service. But what if you run much of your business online? How do you provide excellent customer service 24 hours a day seven days a week? Here's an idea which... Read More
Is Your CRM (Customer Relationship Management) System Doomed To Fail?
"Right, People. Let's blast out that mail campaign we've been planning for so long."It's time to put your trusty CRM software to work; to let it earn its keep. You run a search of people and companies you want to target.You soon realize something's wrong when your list is far... Read More
Aint We Wonderful!
It may come as a surprise to you to discover that customers don't buy your products or services because they feel that you have a right to make a profit. In other words, their motive for doing business with you is not to help you buy the latest Jaguar or... Read More
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit. Customers were loyal and prices were hard to beat. The chain was opening more store each year than some of their competitors had in their... Read More
What Every Manager Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be effective in resolving, minimizing, and preventing conflicts. And by conflicts I am referring to any of the following that may take place between two or more people: misunderstanding, miscommunications, arguments, disagreements, mixed messages, fighting, etc.A. Active Listening: Use this approach... Read More
The Sellers Creed
I will not make sales. I will make Customers.I will target the heart of my Customer. Never their wallet.My Customer is the lifeblood of my business.Though I may sell my Customers what they want, I will deliver what they need and make their lives better.Courtesy and Service are cornerstones of... Read More
Dont Work with Jerks: How to Recognize a Difficult Client Early
Five minutes into the call I knew this client was going to make my life miserable. The problem was, I already said "Yes."Into every professional practice falls a little rain, or better said...walks in a nightmare client. You start losing sleep by a couple of hours every night, you keep... Read More
Top Ten Strategies for Delivering 5-Star Customer Service
Customer satisfaction is valuable, but customer loyalty is priceless. In today's competitive world of business, it is becoming more and more important to deliver customer service that is unbeatable. These ten creative strategies can support you in turning your customers into walking billboards for your business.1. Treat your customers like... Read More
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Finding Out Why a Potential Customer is Calling On You
Our challenge as the business owner/sales person answering the telephone,... Read More
Should I Have My Company Mystery Shopped?
I wish I had a nickel for every time someone... Read More
How To Build Stellar Client Relationships
Your opportunity to build a stellar client relationship starts with... Read More
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your... Read More
How To Kick Your Customer Service Up A Notch!
Welcome to the inaugural issue of Human Tech Tips --... Read More
Take Care of Yourself Before You Take Care of Your Customer
One of the most important questions people ask when they... Read More
How to Succeed in Business Without Compromising Your Integrity
I spent some twenty years in the corporate world, for... Read More
Five Ways To Wow Your Client
Running a business is about providing goods and services to... Read More
From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Whether in a restaurant, a retail establishment, or the local... Read More
Cultivating the Trust Factor
In today's highly competitive economy, it is difficult to maintain... Read More
Customer Service Consultants
When all else fails in your company to meet the... Read More
Putting The Service Back In Customer Service
The future of customer service is here. Technology has made... Read More
Putting The Serve Back Into Customer Service
Good service is easy to spot and hard-to-find. Mediocre service... Read More
RETAIL GREETERS: Sales Builders or Customer Turnoff?
Do you need greeters or should you avoid them? That... Read More
Customer Loyalty
Loyal customers are the foundation of almost every business. Going... Read More
CRM For Beginners ? Customer Relationship Management Basics
In order to maintain a successful business, the business must... Read More
7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers
If you think customer relationship management is just a piece... Read More
Debt Elimination Scam
May people these days have a problem with mounting debt.... Read More
Committed To Your Customer? Prove It When They Complain!
Businesses like to brag in their advertising about quality of... Read More
Is Your CRM (Customer Relationship Management) System Doomed To Fail?
"Right, People. Let's blast out that mail campaign we've been... Read More
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset... Read More
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts... Read More
Why Communication Skills Dont Work In Customer Service
Every time my firm conducts communication skills training, we know... Read More
Top Ten Strategies for Delivering 5-Star Customer Service
Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More
Empowering Customer Service Vital
It never fails to amaze me how many companies have... Read More
Identify Your Silent Customer Service Message
With the growing number of people in every business sector,... Read More
All of the World of Business Is a Stage
One of the basics of acting taught to me in... Read More
Hit The Jackpot With Customer Complaints
Our most powerful instinct is to avoid customer complaints, but... Read More
The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better
Yesterday I went to buy a sandwich at a franchised... Read More
Learn to Anticipate Your Customers Needs
This morning I was having breakfast with my good friend... Read More
Call Center Services - An Ever Increasing Demand
Are your company's call center services all that they could... Read More
Dont Eliminate The Middle Man - Add One
Today, there are situations when we actually add a "middle... Read More
When the Customer Demands: Give a Discount or Lose the Order
Periodically every sales person encounters the customer who refuses to... Read More
Find Out Where Your Firm Stands in Today?s Customer
Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More
Whats The Customer Service Buzz About Your Business?
If you're a regular reader of my column you know... Read More
4 Customer Service Mistakes Companies Should Avoid Making
1) Being placed on hold endlessly. Don't you just love... Read More
Your Number One Asset
Customers put you in business, keep you in business, and... Read More
Be A Resource
What is one of the greatest ways to add value... Read More
If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!
First of all let's look at what customer service is... Read More
How to Transform Your Voicemail into an Effective Medium of Communication
"Hi this is Randy. Leave me a message after the... Read More
8 Critical Steps to Establish a Customer Service Culture
"Every company's greatest assets are its customers, because without customers... Read More
The 3 Rs of Customer Service
What I am about to tell you may seem very... Read More
Clients?Do You Really Need Them?
Running a successful business takes a lot of energy and... Read More
What?s in a Name?
Different people call their Customers by different names. If they... Read More
The Death of the Loyal Customer
One of my classes in management focused on the repeat... Read More
Transforming Disgruntled Customers into Your Biggest Advocates
"I am writing to complain about the widget I bought... Read More
Whatever Happened To Customer Service?
Do you remember the last time you went into a... Read More
Quality vs. Quantity
There is a battle in Call Centers. The teams are... Read More
Be the Customer: See Yourself as Your Customers Do
What do your customers experience when they interact with your... Read More
How To Build Stellar Client Relationships
Your opportunity to build a stellar client relationship starts with... Read More
Is Your Food Establishment Clean?
Is your restaurant, bar or hotel clean? I mean really... Read More
Write a Business Thank-You Note
Have you seen that thing on TV where the gal... Read More
Are You Satisfying Your Customers?
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Customer Satisfaction Is Your Business
Regardless of what business you are in - you are... Read More
Finding Out Why a Potential Customer is Calling On You
Our challenge as the business owner/sales person answering the telephone,... Read More
What To Do When Youve Blown It
It's bound to happen sooner or later ? yes, even... Read More
How to Keep Customers
Who was it that said - "The customer is always... Read More
At the Carwash; The Customer really is always Right
You have no doubt heard the saying that the customer... Read More
When a Customer Has Done Everything to Get Your Goat
You try to make your customers happy. You sincerely WANT... Read More
You Bever Know Who Youre Serving
You Never Know Who You're Serving when customers turn irate.I... Read More
Listening: The Foundation of Communication
Listening is the #1 communication skill for leadership, selling, customer... Read More
Marketing as a Spiritual Practice
"Marketing as a spiritual practice." It sounds contradictory ? how... Read More
One of the Secrets of a Great Customer Experience
A few weeks ago we conducted our annual "Customer Experience... Read More
Wholesale Buyers Versus Retail Customers
Are wholesale buyers and retail customers really different? Frankly, there... Read More
Developing A Customer Complaint System
Background The company was experiencing an increase in the number... Read More
Post Office, Incredible Lady Postmaster
There are two Post Offices that I routinely visit. One... Read More
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