Sometimes clients aren’t a good fit for your business. If you notice these 4 signs, it’s probably time to let a client go.
Why Great Customer Service Is So Important
Customer service is a double-edged sword. Get it right and you can make loyal, lifelong customers who sell your products for you. Get it wrong and you can find your business in real trouble. The Wrong Way to Do It My friend Frank gave me an example of the exact wrong way to do customer […]
Three Reasons You Can’t Afford That High-Maintenance Client
I don’t mean to sound unkind, but there are just some people you are not called to serve. You can spend all your time caught up in the drama of their demands and accusations, or you can move on. The sooner you cut the cord, the more productive—and happy—you’ll be.
The One Thing You Need to Create Wow Experiences
If we are going to create wow experiences, we must become courageous. This is a personal, psychological bridge we need to cross. What we want—that wow experience—is on the other side of the ravine. There’s no other way to get there from here.
Why Sometimes You Need to Fire Your Customers
If you’ve ever worked in retail—and even if you haven’t—you’ve probably heard the phrase, “the customer is always right.” But just because you’ve heard it doesn’t make it true. My daughter Megan enjoys the BBC show, Mr. Selfridge, about pioneering retailer Jeremy Selfridge. Supposedly, he was one of the people to popularize the phrase that […]
Why Customer Service is the New Marketing
If you make a stellar product but don’t provide stellar customer service, guess what you won’t have? Very many customers. If you’re looking for a competitive advantage in business, customer service is the answer. Why? It’s like investing in both customer loyalty and your promotional budget at the same time. Customer service is the new […]
3 Characteristics of the New Marketing
The new marketing is about building relationships. It includes authenticity, generosity, and story-telling.
The Total Customer Experience
Being great at what you do is about more than being a competent professional or a skilled craftsman. It’s not enough to deliver a great product or service. It is about the total customer experience, from the first encounter until the last—and everything in between.
Four Strategies for Responding to Poor Customer Service
Perhaps you’ve noticed: customer service has deteriorated noticeably since the recession began. Fewer waiters in restaurants. Slower room service in hotels. Longer wait times for support. This is hardly surprising. With significant layoffs in almost every industry, fewer people are available to provide the level of service you have come to expect. Here are four strategies for responding to poor customer service.
Procedures That Drive Customers Crazy
As I was driving back to the office, I began to speculate about how many procedures my own company has that may be superfluous? What are we doing that is no longer necessary or useful? How much cost and frustration does this add for our customers and other key constituents? Probably more than I’d like to admit.