VU Resources

Patricia Fripp, CSP, CPAE is a San Francisco-based professional speaker on the subjects of Change, Teamwork, Customer Service, Promoting Business, and Speaking Skills. She is the author of Get What…

Companies who make customer service one of their priorities not only delight their customers; they also delight their investors. The stock market has been crushed, as of late. I’m not…

The “Wow!” factor boils down to one thing: exceeding the expectations of the customer. It goes past great customer service. In short, the basic idea is to bring the element…

How much would it cost for somebody to buy you out of your job? Well, this is exactly what Zappos.com does. Haven’t heard of Zappos? They are an Internet retailer…

No one wants to say “no” to a customer. In general, people also hate to be told “no.” But sometimes saying “no” is unavoidable. In this article, we’ll address some…

Here is a question. Can you give me ten reasons I should do business with you (or your company)? I’m talking about good reasons. Reasons that would make me take…

How do you get customers to think of you in a new way? How do you breathe some personality into the office? How can you go beyond the verbal “thank…

A prospect becomes a customer. They moved their account to you with high expectations – created during the sales process – and they anticipate great things from the new relationship.…

Ask anyone to relate an excellent experience he or she has had recently as a customer. Only a handful will be able to offer an example. In his book “The…

We tend to rate ourselves by Sales, Service, and Satisfaction (the three “S’s”). However, today the “S’s” need to make room for the big “E”: Expectations. To be successful over…