October 2009

Advice for travel agencies

October 27, 2009

Last weekend I spoke at the Ensemble Travel Group 2009 International Conference. It was held at the Fairmont Banff Springs hotel in Banff, Alberta. This week I will be sharing some of my experiences there and using them as examples of how we can all increase customer loyalty by improving customer service. For now, I’ll [...]

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To Improve Customer Service, Find a Role Model

October 23, 2009

It makes sense that if you improve customer service, you will increase customer loyalty. But improving customer service is not necessarily easy. It takes more than a seminar or a motivational speaker. It takes effort and time to make a sustainable improvement in the level of service you deliver your customers. Not long ago I [...]

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Customer Service Quote for October 23, 2004

October 23, 2009

Politeness goes far, yet costs nothing. -Samuel Smile

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Don’t let your customer repeat themselves

October 22, 2009

Here is your Daily Dose of Amazing Service: Never let your customer repeat themselves. And here are some additional thoughts on this topic… Customers understand that often you have to hand them over to other people to help them get what they want. That’s okay, But, as you do this, don’t let the customer repeat [...]

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Bad manners are bad for business

October 21, 2009

People miss meetings or show up very late. They take phone calls or let people walk into the middle of scheduled meetings. They don’t return phone calls. The list goes on. We all deal with these annoying behaviors as we do our jobs and manage our businesses. I did some research on Google and I [...]

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Customer Service Quote for October 21, 2009

October 21, 2009

“Before you satisfy many, learn to delight each one.” -Ron Kaufman Author of: UP Your Service!

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Little things can make a big difference

October 21, 2009

While preparing my tea this morning I took an extra moment to read a message on the packaging. It explained why they don’t use strings, staples, tags or individual wrappers on their tea bags. By leaving them off they prevent 3.5 million pounds of waste from being produced. I have to admit, though I noticed [...]

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Make customer service fun

October 20, 2009

Here is your Daily Dose of Amazing Service: Make customer service fun And here are some additional thoughts on this topic… I was reading a book by Stevie Ray and I came across a perfect example of how to have fun while serving a customer. And the example is from an organization that’s not exactly [...]

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Customer Service Quote for October 20, 2009

October 20, 2009

Great opportunities to help others seldom come, but small ones surround us daily. -Sally Koch

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Do things your customer’s way

October 20, 2009

An easy way to attract and keep more customers is to meet them where they are. This means doing things how they want (but in a way way that works for you too). When you do this customers are more likely to stay with you because you’re trying to help them. You’re not forcing them [...]

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Do you really know what your customers want?

October 20, 2009

One of the biggest challenges any business organization faces is knowing what their customers want. It’s arguably the most important, most difficult and yet most ignored information in our organizations. It’s important because we cannot give our customers what they want (or how they want it) if we don’t know. And guessing doesn’t count. Yet [...]

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Lessons from Groundhog Day

October 19, 2009

One of my favorite movies is a Bill Murray classic: Groundhog Day. I’ll watch anything with Bill Murray but the value of this movie goes far beyond its actors. The real power of this movie is the message we take from it. Plenty of people have written about what the movie means to them. Here [...]

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Make the entire experience amazing

October 19, 2009

Here is your Daily Dose of Amazing Service: Make the entire experience amazing And here are some additional thoughts on this topic… We were dining with friends recently at a well-known BBQ chain. After we were seated we waited an uncommonly long time before a server appeared at our table.  The whole time we were [...]

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Customer Service Quote for October 19, 2009

October 19, 2009

When you involve your customers, internal and external, you gain a better understanding of the true value of your services. -Ifeoma Tete Mbuk

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Customers are more important than cash registers

October 16, 2009

Here is your Daily Dose of Amazing Service: Customers are more important than cash registers And here are some additional thoughts on this topic… Today’s “Daily Dose” is about as fresh as it gets. It happened today at lunch. As I walked up to the hostess stand I noticed it was empty. But, not far [...]

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To improve customer service coach your peers

October 15, 2009

Here is your Daily Dose of Amazing Service: To improve customer service coach your peers And here are some additional thoughts on this topic… One of the best things about coaching is that when we help others by coaching we learn as much, if not more, than they do. By focusing on helping and doing [...]

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Customer Service Quote for October 15, 2009

October 15, 2009

Business is not just doing deals; business is having great products, doing great engineering, and providing tremendous service to customers. -Ross Perot Author of: On Wings of Eagles

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