December 2009

Thumbnail image for Don’t hide important information

Don’t hide important information

December 30, 2009

Here is your Daily Dose of Amazing Service: Don’t hide important information And here are some additional thoughts on this topic… I had a document to print and I wanted it spiral bound for easier reading. So I pointed my web browser to Fedex Kinko’s to get pricing before I went to their nearby store [...]

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Be passionate about customer feedback

December 29, 2009

Here is your Daily Dose of Amazing Service: Be passionate about customer feedback And here are some additional thoughts on this topic… Recently I was chatting online with a guy who does web design and software development. I was evaluating one of his products. At one point I asked him if he wanted feedback and [...]

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Your first contact sets the bar for customer expectations

December 28, 2009

Here is your Daily Dose of Amazing Service: Your first contact sets the bar for customer expectations And here are some additional thoughts on this topic… Is it always a good idea to “wow” your customers the first time they do business with you? Maybe not. Your first contact sets the bar for all future [...]

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Better customer service means staying in the game

December 23, 2009

Too often when a company (or person) fails at customer service, they run from the failure. They never return to the “scene of the crime”. I understand why. Most of us would rather move on to future successes than be reminded of past failures. But the best customer service companies take their failures head on. [...]

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Plan your customer service improvement for 2010

December 22, 2009

Sometimes things happen just as we want them to. But often we get better results if we plan the changes we want. It doesn’t mean we’ll get exactly what we plan for. But we’re more likely to get what works than if we leave it to chance. So my message today is simply that we [...]

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How to give the right customer experience every time

December 22, 2009

We talk a lot about how important it is to give our customers the right experience. It’s extremely important. Because their experience becomes our brand and that determines their loyalty. The challenge with customer experience though is that everyone is different. So every customer wants a slightly different experience. But it’s not as hard as [...]

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Thumbnail image for Don’t let automatic customers become invisible customers

Don’t let automatic customers become invisible customers

December 21, 2009

Here is your Daily Dose of Amazing Service: Don’t let automatic customers become invisible customers And here are some additional thoughts on this topic… At some point we are all automatic customers. Whether it’s a fitness club membership, an insurance policy, a banking relationship or a cell phone account, we all have companies that expect [...]

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Put customers before tasks

December 18, 2009

Here is your Daily Dose of Amazing Service: Put customers before tasks And here are some additional thoughts on this topic… Most of us to focus on doing our jobs well. We should. And when others on our team do their jobs equally well, it can make life easier for the whole team. The organization [...]

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Don’t abuse your captive audience

December 17, 2009

Here is your Daily Dose of Amazing Service: Don’t abuse your captive audience And here are some additional thoughts on this topic… Most movie theatres have a few “commercials” before the actual show. You see some previews and a few pitches for popcorn and soft drinks. Theatres know they have a captive audience so they [...]

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Customer Service IS a Profit Center

December 17, 2009

Since I’ve been beating the customer service drum lately I should point you to a useful post about how good service is tied to healthy profits. The post is from a blog called: “Word of Mouth vs. Advertising”. It talks about how public companies that have earned high marks for their customer service have also [...]

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Customer feedback can improve products and services

December 16, 2009

Here is your Daily Dose of Amazing Service: Customer feedback can improve products and services And here are some additional thoughts on this topic… Not long ago I was reviewing the website of a software developer. His product is used on thousands of websites (including AmazingServiceGuy.com) and is considered by many to be the best [...]

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What if these parents didn’t have to protest?

December 16, 2009

An elementary school teacher gets removed from her classroom and placed on administrative leave. When parents find out why they are outraged. They respect this teacher. They know she does good work with their kids. They want her in the classroom, not sitting at home wondering if she’ll ever teach at that school again. So [...]

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Know your purpose

December 15, 2009

Here is your Daily Dose of Amazing Service: Know your purpose And here are some additional thoughts on this topic… I heard a segment on our local radio recently about more soldiers getting deployed overseas.  They interviewed parents and spouses and soldiers themselves. These situations are always hard but when they happen around the holidays [...]

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Give them an experience they won’t forget

December 14, 2009

Here is your Daily Dose of Amazing Service: Give them an experience they won’t forget And here are some additional thoughts on this topic… When I was in high school we had several teams that were state championship caliber. One was our soccer team, coached by a German teacher named Ted Seidel. I never played [...]

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Customer retention tip: Be easy to talk to

December 11, 2009

Here is your Daily Dose of Amazing Service: Be easy to talk to And here are some additional thoughts on this topic… As a customer it’s frustrating enough when we get bad service. Too often we get less than we expect or want. So when we have a customer experience that thrills us, we usually [...]

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Be aware of language differences

December 10, 2009

Here is your Daily Dose of Amazing Service: Be aware of language differences And here are some additional thoughts on this topic… A friend of mine who grew up in New York City shared with me his first coffee experience in mild-mannered Minnesota. In a popular coffee shop near his home he asked for a [...]

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Be unusually good every time

December 9, 2009

Here is your Daily Dose of Amazing Service: Be unusually good every time And here are some additional thoughts on this topic… Recently I called our local auto service shop. Steve, the service representative, was busy on another call. He told me so and asked if I didn’t mind holding. I said I didn’t so [...]

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