July 2008

Do Something Extra

July 31, 2008

Kevin Stirtz’s Amazing Customer Service Rule #44 Do something extra. One of the easiest and fastest ways to make a customer smile is to do something extra. Because it’s unexpected, it’s a pleasant surprise. It’s something they’ll remember and talk about. When you do something extra, it’s like giving your customer a gift. It’s a [...]

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Customer Service Toolkit Now Available

July 30, 2008

  I have published a free resource useful for anyone who wants to improve customer service in their organization. It’s called: “The Amazing Customer Service Toolkit” and you can download it here for no charge. It contains advice and ideas for people to understand their customers better so they can offer better service than their [...]

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Six Steps to More Loyal Customers

July 29, 2008

We all know it’s important to have loyal customers. But do you know how important it is? A study by Bain & Company suggests that a 5% increase in customer loyalty can improve profitability by anywhere from 25% to 95%. It shows us there are big opportunities available for owners and managers who are willing [...]

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Customer Service Expert Offers 5 Steps to More Job Security

July 28, 2008

Challenging economic times can be scary. Every day we hear news about lay-offs, company closings, mortgage foreclosures and more. But no matter what’s going on around us, we all have the ability to make our lives less stressful and more secure. An excellent way to do this is to increase our own job security. (It’s [...]

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Did Starbucks Stumble on Service?

July 25, 2008

The buzz in the world of coffee these days is not being produced by caffeine intake. It’s generated by the swirl of news reports and comments about Starbucks plans to close over 600 stores. For me this begs the question: Did Starbucks stumble on their vaunted customer service? As Starbucks has become an American icon, [...]

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Customer Loyalty Book Gets Reviewed on AllBusiness.com

July 22, 2008

Yesterday my latest book was reviewed by Glenn Ross, a writer for the AllBusiness.com website. AllBusiness.com is a busienss information website with several million readers every month. Glenn writes about customer service and customer experience so he felt my book was a natural for him to review. Here are some of his comments: The book [...]

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Kevin Stirtz Chosen As Speaker for Small Business Conference Series

July 22, 2008

This fall I will be speaking at three business conference. They are open to the public and the registration fee is quite reasonable for what you get so you might want to consider going to one of them. Plus it makes a good excuse to get out of town for a few days! The events, [...]

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The Amazing Service Guy Makes the Top Ten!

July 22, 2008

Here’s some fun news. Recently I have been named a Top Ten Customer Service Author on one of the Internet’s largest websites. The site is called EzineArticles.com and it’s the largest of it’s kind in the world with millions of readers. In fact, Alexa.com, a website ranking service, rates EzineArticles.com as the 322nd most popular [...]

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Discover What Your Customers Want

July 22, 2008

Kevin’s Amazing Customer Service Rule# 16: “Discover what your customers want.” I admit, this seems overly simple. To run any successful business it’s a given we need to know what our customers want. But do we always know? My answer is: “No we don’t.” We think we do. We hope we do. Or we never [...]

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Don’t Let a Bad Day Turn Into Bad Customer Service

July 19, 2008

We all have bad days. You know them. The days we’d rather just stay home. Or be anywhere but at work. It’s normal for us to be off once in awhile. Even professional athletes have slumps. So don’t deny this. Just accept that it’s going to happen. But that doesn’t mean you have to let [...]

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Does Anyone Say Thank You Anymore?

July 15, 2008

Kevin’s Amazing Customer Service Rule #30: Thank your customers Thanks Merci Danke Masuma Ga ‘ Mahalo Mila Esker Grazie (My thanks to the people who created the webpage: “Thank you in over 465 languages”.) This is one of those customer service “rules” that shouldn’t be. It shouldn’t even have to be a reminder. To thank [...]

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Respect Your Customer’s Opinion

July 10, 2008

Kevin’s Amazing Customer Service rule# 31: Respect your customer’s opinion. Our customers come to us for our knowledge. They want our help in accomplishing something. But some employees take this to mean the customer’s opinion does not matter. They go directly into “arrogant expert mode” and act like the customer has no useful information to [...]

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Top Ten Customer Service Tips for the 2008 Republican National Convention

July 9, 2008

The economic impact an event like the Republican National Convention has on a host city is tremendous. But if the event is done extremely well, the benefits can go on for years. Here are ten customer service tips to the people hosting the 2008 RNC to help the event be spectacular in the eyes of [...]

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Help your customers get the outcomes they want.

July 3, 2008

Kevin’s Amazing Customer Service rule# 22: Help your customers get the outcomes they want. Our customers come to us for something. They want to prevent something bad from happening. Or they want to make something good happen. Either way they’ve come to us for help. So we need to help them get what they want. [...]

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Big Customer Service Improvement Starts with Small Changes

July 2, 2008

Last week I read an article about people called “high-milers”. These folks go to great lengths to get amazing fuel efficiency from their cars. Some have high mileage cars like the Toyota Prius. Others don’t. But they all make it their goal to squeeze every last drop of fuel efficiency they can from their autos. [...]

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