December 2009

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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Do what your marketing says you will

December 8, 2009

Here is your Daily Dose of Amazing Service: Do what your marketing says you will And here are some additional thoughts on this topic… A few weeks ago I traded in my old iPod for the new Touch 3G.  To keep it clean and like new, I bought a case for it from a company [...]

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Customer Service Quote for December 4, 2009

December 4, 2009

“You don’t get paid for the hour. You get paid for the value you bring to an hour.” -Jim Rohn

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Plant your flag

December 4, 2009

Here is your Daily Dose of Amazing Service: Plant your flag And here are some additional thoughts on this topic… Planting your flag means to take a position and defend it. In the world of Amazing Customer Service it means you create your vision of customer service and make it happen. Do this by making [...]

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Ask your customers these three questions…

December 3, 2009

Here is your Daily Dose of Amazing Service: Ask your customers these three questions… And here are some additional thoughts on this topic… Our customers know our businesses better than we think. And it makes sense. We’re in business to help them. If we don’t our business will fade away, as it should. Their experience [...]

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Boston understands customer feedback (and iPhones)

December 3, 2009

On the radio this morning (thanks NPR) I was thrilled to hear how the city of Boston is making it easy and convenient for their citizens to give them feedback. They have created an iPhone application called Citizens Connect that enables iPhone and iPod users to send instant feedback to the city about issues that need attention.

From their web page…

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Social media rescues customers before company does

December 3, 2009

Yesterday evening my anti-virus software went crazy. It started finding viruses all over my netbook. After several hours of banging my head against our kitchen table, with no success in cleaning up the problem, I turned to my good friend Google for help. There I discovered (to my great relief) that there was no virus [...]

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Customer Service Quote for December 3, 2009

December 3, 2009

“They’ll never get it their way if we always do it our way.” -Mike Lane Author of The Wisdom of Yawdy Rum

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Don’t upsell or cross-sell

December 2, 2009

Many companies expect their employees to cross-sell and upsell customers. We see this all the time. Paying for a book at Barnes & Noble I ALWAYS gets asked to buy their membership. Recently, our waitress at Doolittles tried four times to sell me something I didn’t want. I can’t even workout at my fitness club [...]

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Customer Service Quote for December 2, 2009

December 2, 2009

“Not the maker of plans and promises, but rather the one who offers faithful service in small matters. This is the person who is most likely to achieve what is good and lasting.” -Johann Wolfgang von Goethe

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Encourage feedback from your customers

December 1, 2009

Here is your Daily Dose of Amazing Service: Encourage feedback from your customers And here are some additional thoughts on this topic… Direct, honest feedback from our customers is among the most valuable information a business can have. Yet most employees treat feedback like the H1N1 virus. They hope they don’t get it and they’d [...]

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Customer Service Quote for December 1, 2009

December 1, 2009

“Lose yourself in generous service and every day can be a most unusual day, a triumphant day, an abundantly rewarding day!” -William Arthur Ward

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Be in the present

December 1, 2009

Over the recent holiday weekend I played a a few games of checkers with my youngest nephews, the twins.  At six years old they understand the game pretty well, including the idea of winning. But, whenever one of them got too far ahead of their opponent, the game took an unusual turn. A discussion ensued [...]

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