Don't Hide Important Information from Customers
February 04, 2010, 11:40 AM
I had a document to print and I wanted it spiral bound for easier reading. So I pointed my Web browser to Fedex Kinko's to get pricing before I went to their nearby store to do the printing. What I ...

Minnesota auto dealer makes a bad deal worse
January 27, 2010, 12:05 PM
When I was a kid, a local car dealer had long-running advertising campaign centered on the tagline: “A better car deal – we wrote the book!” Recently, another Minnesota car dealer made a good start writing a different kind of ...

Don’t always tell your customers the truth
January 27, 2010, 11:55 AM
In the business of customer service training and improvement, we talk about being honest and open with our customers. This is important. It builds trust and improves communications with our customers.

We choose our attitudes and our actions
January 25, 2010, 12:05 PM
In just about every customer service training session I do, I hear someone say this (or something like this): ...

President Obama offers useful customer service lesson
January 18, 2010, 11:55 AM
When discussing a recent national security issue, President Obama offered a useful lesson for anyone who works with customers. He focused his efforts on finding solutions rather than blame. And he ...

Give customers the gift of attention
January 15, 2010, 11:55 AM
In his book “Free“, Chris Anderson talks about how an abundance of information can lead to a scarcity of attention. We know what he means, don’t we? Daily we are blanketed with information from hundreds (even thousands) of sources. Most ...

How to give the right customer experience every time
January 05, 2010, 11:45 AM
We talk a lot about how important it is to give our customers the right experience. It’s extremely important. Because their experience becomes our brand and that determines their loyalty. The challenge with customer experience though is that everyone is ...

Plan your customer service improvement for 2010
December 31, 2009, 11:45 AM
Sometimes things happen just as we want them to. But often we get better results if we plan the changes we want. It doesn’t mean we’ll get exactly what we plan for. But we’re more likely to get what works ...

Better customer service means staying in the game
December 29, 2009, 11:40 AM
Too often when a company (or person) fails at customer service, they run from the failure. They never return to the “scene of the crime”. I understand why. Most of us would rather move on to future successes than be ...

Most businesses would love this level of customer engagement
December 21, 2009, 11:50 AM
An elementary school teacher gets removed from her classroom and placed on administrative leave. When parents find out why they are outraged. They respect this teacher. They know she does good work with their kids. They want her in the ...