Agency Management

In Part 1 of this article, I wrote about bad rules. Sometimes management creates rules that get in the way of taking care of customers. This is a follow-up. This is a…

There are four basic components of a good customer service strategy. These simple yet powerful tools are the key to success in customer service and will create many MOMENTS OF…

One of my clients told me how he takes care of his customers. He asks them, “Do you want me to be good TO you, or good FOR you?” Think…

As a child, from the time I could write, whenever I received a nice gift, Mom would say, “Write a thank you note.” That simple request was really more than…

For years I’ve been preaching that a lot of customer service is common sense that, unfortunately, isn’t so common. It is the great companies that consistently deliver an experience that…

Most of us cringe at the complaining customer. However, business organizations should love them. A complaining customer tells you where you can improve. Unlike the vast majority of dissatisfied customers,…

Customizing your marketing and sales promotions may fall under sales or marketing, but I think it also belongs in service. Anytime you can increase value and make the buying experience…

A “dangerous” customer isn’t one that’s physically threatening (that’s a dangerous person), nor is a “dangerous” customer one who has a complaint about you and tells everyone he/she knows. No,…

Most would agree that most people know what good customer service is. People know when they get it. They even know how to give it. Then why is it so…

Creating a truly customer focused and driven environment is not easy. It takes time and training. Employees need to trust that management will stand behind them and not fault them…