Customer Service Archives - Laurie Brown Communications

Library Customer Service Tips: Is signage getting in the way of your customer service?

There was a time I was a huge proponent of signage. Too often I watched as customers grew frustrated in an attempt to get around and find what they needed. After my conversation with Rebecca Montano-Smith...

In Customer Service Small Actions Have Big Impact

When your work takes you to lots of hotels you get to experience many different levels of service. A great deal of the training I do around the world has me delivering training at hotels. Usually I...

Don’t Make Your Customer Work Hard to Get Help

Every time I speak with a business owner, a general manager or president of a company, they say with great pride “If a problem gets to me, I make sure that it is taken care of.” They believe that the...

The Super Power I Really Don’t Want

When I was a kid, my best friend Eileen and I spent hours talking about what super power we wanted. Eileen wanted to be able to fly so she could soar over the rooftops and see our neighborhood below...

When Good Customer Service Rules Go Bad

Tony did exactly as he was trained. He sent a hand-written thank you note to his customer. However, when his customer received it she was furious and tore it up into little pieces before throwing it...

Stop Spouting EMPTYthy Provide great service by turning over a new LEAF

After waiting an hour for my food to be delivered to my hotel room—late by 30 minutes according to the delivery time promised in their email confirmation—I called the company. Then I had to wait another...

Five Words That Could Kill Your Business

Joe left a message with a store about an order he had placed a month ago. “Hey, I hate to bother you, but are there any updates on my order?” These words may seem pretty innocuous. However, they include...

The Importance of Being Known

You walk into your favorite diner and your waitress Judy, says, “I saved you a piece of your favorite chocolate cake”. Or your mail lady, Sharise, says “How’s Danny?” (your son who moved away from home...

Exceptional Customer Experiences

When we’re talking about exceptional customer experiences, a banana certainly can. I dined at Parker’s tonight (yes, they invented the Parker House Roll) in the Omni Parker House in Boston. The service...

The secret to great customer service is “be a human.”

Standing at the front of the line at my city’s office to pay my property taxes. Next to me at the counter was a man who was also paying his property taxes. The woman behind the counter working with...

Tag: Customer Service