Create a Unique Experience
One hotel comes out with a better bed. It gives them a competitive edge for a while, but eventually other hotels catch on and compete head to head. Eventually these…
VU Resources
The Value of a Customer
Have you ever thought about the financial value of your customer? Let me give you an example. Let’s say you own a grocery store. The average customer spends $50 each visit…
What We Think They Want May Not Be What They Really Want
Finding out what your employees think should be ongoing, just as it is for the outside customer. What methods of employee feedback work best and how often should feedback be…
Watch My Back
The other day a friend of mine ordered a grilled sandwich. When it came out it was burnt. He pointed out to the server that it was burnt and she…
Online Customer Service
Just last month, STELLAService released a study which concluded that great online customer service is worth a staggering $17.3 billion in the United States. Click Shep’s photo to visit his web site.
On Duty While Off Duty
At any given time, even when we don’t suspect it, we might be creating an impression about our company, or even ourselves. And whenever it comes to dealing with the…
Top 10 Telephone Basics
This article is not just for the front line people who deal directly with customers. All of this information is applicable to everyone, from a receptionist to a CSR to…
On Being “Real”
As I think about my friends and colleagues who are successful, I see some commonalities about them. They are approachable and available. They have a bond with their customers as…
This Call May Be Recorded….
We’ve all heard this phrase as we call various companies and need to talk to sales or customer service reps. This is a great training strategy. After the call, let…
The Customer Service Bill of Rights
Recently I was surprised to read about what the city of Seattle, WA calls their customer bill of rights. It was outstanding, and we can learn quite a bit from…
