Be Good FOR Your Customer
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…
VU Resources
Childhood Customer Service Lessons
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…
Common Sense That Isn’t Always So Common
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…
The Complaining Customer
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,…
Customize and Personalize Your Promotions
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…
The Dangerous Customer
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,…
If Everybody Knows, Then Why Don’t They Do It?
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…
Operations-Driven vs. Customer-Driven
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…
Enthusiasm – It’s Contagious
Some people just work for a paycheck. Others work for their company and personal fulfillment. Who would you rather be with at work…someone who hates what they are doing, or…
Major Expectations
Customers expect more than ever before. Simply satisfying your customer doesn’t cut it these days. You have to go beyond average levels of basic satisfaction. By managing a few of…
