by Dave | Jul 25, 2018 | Customer Feedback
I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. Unfortunately, the manner in which many companies have executed on this critical area is falling short of what they could be doing....
by Dave | Jul 2, 2018 | Top 10 Customer Turnoffs
“I’m sorry.” A short phrase that for some reason is difficult for people to say, both personally and professionally. The last of the Top 10 Customer Turnoffs is “Refusing to take responsibility for mistakes.” Has This Happened to You? Do you remember the “NextTel”...
by Dave | May 16, 2018 | Top 10 Customer Turnoffs
It is said that 85% percent of a message is something other than the words you speak. That includes your tone of voice, pace of speaking, eye contact, or body language. All these non-verbal communication factors (or “non-verbals”) can reinforce what you are saying, or...
by Dave | May 2, 2018 | Top 10 Customer Turnoffs
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 to do something. I recommend entering your tasks or follow up items in a tool such as your Customer Relationship Management (CRM) system. Let the...
by Dave | Apr 24, 2018 | Top 10 Customer Turnoffs
Several years ago, I walked into my eye doctor’s office. Since I wear contact lenses, I need to replenish my lens supply every six months. On that day, I was the only person in the office as I walked up to the receptionist. She was busily typing on her computer. She...
