February 2009

For Better Customer Service, Affirm Your Company Values

February 27, 2009

Earlier,  I wrote about a hotel where the staff routinely lied to their customers.  They misled them by booking their reservations for a building that was not available. They let their customers believe they were getting a certain “product” even though they knew that product was not available. I consider that a lie. In cases [...]

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Amazing Service Guy on Blog Talk Radio

February 25, 2009

On March 5,  I will be participating in  a panel discussion on Blog Talk Radio. It’s called: Acquisition vs. Optimization: Managing Marketing Dollars in a Downturn and it’s hosted by Blake Landau of Customer Management IQ. The panel is part of a weekly podcast hosted by Blake called (appropriately enough) Customer Creation with Blake Landau. [...]

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Lie to Your Customers

February 25, 2009

Recently my wife and I stayed at a hotel in Duluth. We had fun but one experience remains in my memory more than any other. The staff at this hotel lied to their customers. And it wasn’t just once or twice. It was a routine, regular thing. Here’s what happened. This hotel has two separate [...]

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Make a Promise to Your Customers…Then Keep It!

February 25, 2009

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 Lube in which their president discusses the three promises they make to their customers. This is a step in the right direction. [...]

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8 Reasons to Feel Good About the Economy

February 22, 2009

Despite all the bad news we hear in the media, there are good things happening in our economy. You just have to look past the popular headlines. Before I go any further, I’ll say this. I am NOT a financial or economic expert. Not even close. So, please don’t take what I’m saying as gospel. [...]

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How can you go the extra mile for your customers?

February 10, 2009

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 want plus a little more.” And it can make a huge positive impact on your customer loyalty. When you go the extra mile, you [...]

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Survey Coaching Can Ruin a Good Customer Relationship

February 10, 2009

Recently we bought a new Mazda. I’ve always liked the Mazda brand because they understand their customers. I get the feeling Mazda is a company full of people who love cars that are fun to drive. And they easily share that passion with their customers. They seem to put all their energies into creating a [...]

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How to Beat the Recession – Part 3

February 9, 2009

Stop doing what does not work This is no ordinary recession we’re in. Our media loves to talk about how bad it is. But in many ways it’s really no worse and no better than any other economic downturn. It is different though. It’s different because it signals a time of massive changes in our [...]

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