June 2008

Amazing Customer Service Means Focusing on What Your Customer Wants, Not What You Want

June 29, 2008

Too often I hear people give bad advice to others about how to talk with new potential clients. Rather than focus on what the customer is trying to accomplish now, they try to get their foot in the door for a long-term relationship with the company. It’s like talking about marriage, kids and and the [...]

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Remember What You Control (And What You Don’t)

June 18, 2008

Kevin’s Amazing Customer Service rule# 27: Remember What You Control (And What You Don’t) This has been said a thousand ways by a thousand people but it’s still true. And it’s important. Time and energy spent worrying about (or trying to change) something beyond our control is wasted. Every day we are faced with situations [...]

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Be an Amazing Listener

June 10, 2008

Kevin’s Amazing Customer Service rule# 14: Be an Amazing Listener In a survey my company did recently, the number one thing customers said they wanted more of was better listening by the people they deal with. This survey reflects a major weakness in how most organizations treat their customers. Listening skills are not a high [...]

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Give Them Details

June 3, 2008

Kevin’s Amazing Customer Service rule# 29: Give them details. A sure-fire way to thrill your customers is to make sure you give them all the details they want. When you do this you’re helping your customers in several ways. First, you’re letting them know you listened, understood and got everything correct.This simple feedback tells your [...]

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