Tag: Customer Service

When Good Customer Service Rules Go Bad

Updated January 2021 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...

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...

Customer service issues can kill your business

Customer Service Issues: Five Words That Could Kill Your Business

What is a customer service issue that can 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...

Customer Service Tip: 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...

Exceptional Customer Experiences

When we're talking about exceptional customer experiences, a banana certainly can make all the difference. I dined at Parker's tonight (yes, they invented the Parker House Roll) in the Omni Parker...

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...

why it is important to say thank you even if you are a sea turtle

Why is it important to say thank you?

Why is it important to say thank you? Recently a video showed Cameron Dietrich, a diver, helping a Sea Turtle get free from a fishing line. The turtle immediately swam away once freed. Moments...

The Golden Rule is Killing Customer Service

"Do onto others as you would have others do unto you." That's the Golden Rule. Seems like an unarguable truth for customer service. In fact, when helping people improve their customer service, I...

Save Your Customer Money to Save Your Customer

Recently I decided that I no longer wanted to pay for a service that I felt was overpriced and I also under utilized. When I called the business to end my contract with them they asked "Would you...

The Year of the Customer!

As you greet your next customer, remember that 2012 is going to be the year of the customer. What does that mean to you? It means that now, more than ever, you will need to do everything you can to...