May 2010

How good are you?

May 26, 2010

To be successful, in any business, we need to give our customers what they want, in a way that works for our business. We should focus on doing what our customers want AND what we can do well. Then we need to do it well. In fact we should do it better than anyone else [...]

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Referrals increased by over 100%

May 25, 2010

The headline of this post comes from a blog post by my friend Brian Carroll. His post describes a conversation he had with a client where they discussed how lead generation often ignores current customers. As a result of the discussion, one CEO decided his company would begin focusing more on current customers. He even [...]

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Make it easy for customers to leave and more will stay

May 18, 2010

A few years ago AOL became the poster child for a special kind of customer abuse when a customer recorded his phone call to them as he tried to cancel his account. All he wanted to do was leave. All they wanted to do was prevent him from leaving. But they had his credit card [...]

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Forget labels

May 14, 2010

Think about how we often describe our customers. We might label them as difficult, angry, rude, uninformed, arrogant, etc. (Sometimes we use terms like friendly, warm, engaging and so on.) On one level this seems useful. It might help us decide how to handle certain customers in specific situations. But labels can also cause problems. [...]

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Choosing service means choosing responsibility

May 14, 2010

A while ago I wrote about a book called: “Choosing Civility”. One thing I like about the book is that it puts the responsibility for change on us, not on others, Even the title says it well. It reminds us we have the ability to choose how we act. Since my job is to help [...]

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Improve customer service by paying attention

May 10, 2010

Recently I was at a youth mentoring conference. One of the topics we found ourselves discussing was how challenging it is for many adults to relate to kids. This is a major obstacle to recruiting mentors for kids. After thinking about how I interact with kids (of all ages) I concluded the best way to [...]

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