Great companies are full of individuals who instead of leaving for the night, turn the lights back on, start up their computer and honor their commitment to send the file to their teammate.
Small Town Service
It comes down to the individuals who are interacting with the customer and how they are trained.
Can your processes scale to keep up with your growth?
We moved into our current home in Frisco, Texas about 16 years ago. It was a fairly new neighborhood. There are...
Feedback Flaws!
What is wrong with the two pictures above?
The Amazon Effect
“Amazon is looking at getting into our industry.” That is one phrase that is sure to strike fear in almost every...
Customer Surveys – The Good, Bad, and the Ugly
I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback...
Top Ten Customer Turnoffs: “Refusing to take responsibility for mistakes”
“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personally and professionally....
Top Ten Customer Turnoffs: “Wrong tone of voice or poor body language”
It is said that 85% percent of a message is something other than the words you speak. That includes your tone of...
Top Ten Customer Turnoffs: “Lack of Follow Up”
If you are like me, the older I get, the more important it is to have a system to record when I have made a commitment...