Customer Service

This year I had the honor and pleasure to present my newest workshop, “Power UP Performance: Linking Employee Happiness to Customer Happiness” at the North American Conference on Customer Management.…

Does your reputation for good service keep you from listening to what the customer needs and is asking for today? After all, reputations are based on past behaviors. Sitting on…

While taking a walk over the weekend I discovered a mermaid down the beach a bit. Some extraordinarily talented person sculpted a ten-foot mermaid lying on her side, head resting…

These days, most people appreciate their customers, especially the customers that have stuck with them through thick and thin in this daunting economic time. While there are still some consultants…

I hate to generalize, but I am beginning to think that service givers are suffering from a disease I call E.D.S. – Empathy Deficiency Syndrome. Some of the symptoms of…

Ken Blanchard calls it creating “Raving Fans.” Ron Zemke calls it “Knock Your Socks Off.” Jerry Fritz calls it “The Power to Wow” I call it “Exquisite Customer Care.” What…

I’d love to say that every organization out there understands what customer-focused really is, but I can’t. In fact, in some ways we’re further from it than we were 20…

In Part 1, we explored what “Customer-focused” really means. If you missed it, I suggest you read it HERE. Part 1 covered 16 different ways you can bring the Customer (and their…

Organizations would be much nicer to work for if they gave people the freedom to fail. Places that set up safe emotional environments by building trust and respecting people simply…

More and more I see that companies don’t tap into the real genius of their employees. They don’t use their ideas and feedback for review panels, boards of advisory, ‘postmortem’…