Tag Archives | customer service

THE PORCELAIN INDICATOR OF CUSTOMER SERVICE

Want a quick indication of a company’s commitment to customer service? It’s a simple gauge that works just as well for restaurants as it does for retail stores, as for gas stations, as for professional service providers. Just take a look at the bathroom. No, I’m not kidding. The condition, cleanliness, and comfort of a […]

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CUSTOMERS HAVE THE ANSWERS

Businesses and organizations often struggle to understand why they’re not performing as well as they’d like. In many cases, the answer is a lot closer than they realize. If they took time to talk with … and genuinely listen to … their customers, they would develop a much stronger understanding of what they’re doing right, […]

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BENIGN NEGLECT: A DEADLY WEAPON

Most organizations worry that they’re going to lose a customer, client, or supporter because of something they do. But my experience has taught me that more losses are caused by what they don’t do. Sure, lousy customer service will lose a piece of business now and then. But what I call benign neglect is one […]

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