Two Simple Rules for More Loyal Customers

by Kevin Stirtz I talk and write a lot about giving our customers what they want. Because if we fail to give them what they want they’ll leave us. That’s what customer loyalty is all about.... [Read more...]

Give Your Customers a Great Experience

by Kevin Stirtz One of the best ways to keep your customers coming back and get more referrals is to give your customers a great experience. And that’s true even when your customers aren’t... [Read more...]

You Won’t Get that on United Airlines…

by Kevin Stirtz Part of serving your customers well is giving them a positive and memorable experience. In fact that’s the formula for “wowing!” them. When you do this they have fun,... [Read more...]

This Employee Understands the Extra Mile

by Kevin Stirtz In the world of customer service, the concept of going the extra mile is well known and well worn. But what it’s NOT is well practiced. If it were, I’d be selling shoes at... [Read more...]

Gallery Furniture Succeeds with Customer Service

by Kevin Stirtz Here’s a new video featuring comments from Steve Salazar, of Gallery Furniture, a big furniture store in Houston, TX. I like two things about this. First, they talk to their customers... [Read more...]

How Would Your Phone Calls Look in Person?

by Kevin Stirtz We all know what the typical customer service call center experience is like. It’s so entrenched in our culture, it’s cliche.  The automated voice, the multiple options ans... [Read more...]

Dell’s Steve Schuckenbrock Discusses Customer Service (Sort of)

by Kevin Stirtz (Note: This interview was done by ComputerWorld. Schuckenbrock was CIO of Dell at the time of the interview). This interview of Steve Schuckenbrock is interesting for what it does NOT contain.... [Read more...]

Make a Promise to Your Customers…Then Keep It!

by Kevin Stirtz A foundation of Amazing Service is making a promise to your customers.  I call this your Unified Message but people call it many different things. Recently I saw a video produced by Jiffy... [Read more...]

How can you go the extra mile for your customers?

by Kevin Stirtz In my seminars and workshops a big topic is how to go the extra mile for our customers. Actually, it’s the first requirement of Amazing Service: “Give your customers what they... [Read more...]

Black Jack Pizza Should Win a Customer Service Award

by Kevin Stirtz On a recent YouTube jaunt, I found this “customer service” video. It’s funny because of the setup. The “caller” is Jack Nicholson, or rather select audio clips... [Read more...]

Lowes Knows Customer Service

by Kevin Stirtz While surfing YouTube, I found this video about customer service at Lowes. It shows how Lowes sees customer service” as an asset and a high priority. In this video, a Lowes customer... [Read more...]

How to reduce customer complaints.

by Kevin Stirtz Here’s a creative way to keep customers from complaining. As you watch this video you’ll probably say to yourself, of coruse an employee wouldn’t do anything like that.... [Read more...]

Starbucks shows how to deliver customer service.

This video does a good job showing the Starbucks experience. How does your company compare?  Read More →

When You Care, Service is Easy

by Kevin Stirtz My wife and I are pet people. Our pets are our companions. So two years ago, when one of our two dogs died, we struggled with the question of getting another one. Our vet reminded us that... [Read more...]