consistency

What might happen if you treated everyone well?

February 22, 2010

A foundation of my philosophy (in business and in the rest of my life) is that we need to treat everyone well. Another way to look at this is we’re here to serve others. And the best way to serve others (or at least, the best way to start) is by putting others first. This [...]

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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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Be the best at what you do

November 9, 2009

Here is your Daily Dose of Amazing Service: Be the best at what you do And here are some additional thoughts on this topic… Last week a reader shared with me a perfect example of a business that does what they do very well. And they focus only on that. They don’t try to be [...]

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For better customer service be consistent

October 14, 2009

Here is your Daily Dose of Amazing Service: Be consistent And here are some additional thoughts on this topic… I’m a fan of the various sub and sandwich shops that have sprung up in the past few years.  They enable me to eat healthy and conveniently. And though the are all different, they all are [...]

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Make it easy for customers to leave

August 18, 2009

Here is your Daily Dose of Amazing Service: Make it easy for customers to leave And here are some additional thoughts on this topic… Too many companies make it easy to become a customer and hard to leave. Maybe they think people will change their minds if it’s hard to quit. The classic example is [...]

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Consistency builds trust

June 30, 2009

Here is your Daily Dose of Amazing Service: Consistency builds trust. And here are some additional thoughts on this topic… Long term, sustainable increases in customer loyalty require trusting relationships between customer and companies. As a customer, I’ll keep doing business with you if I believe your goal is to help me. The more I [...]

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Subway Offers Both Extremes of Customer Experience

June 24, 2009

Jay Leno and I both enjoy Subway. While I can’t speak for Jay, I can tell you why I like it. They offer relatively healthy food fast and at a fair price.  And, usually you get the same experience no matter where you are.The Subway in Montgomeryville, PA offers the same basic experience as the [...]

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Why Does Jay Leno Like Subway?

June 2, 2009

Jay Leno was spotted hauling some subs out of an LA Subway yesterday. It’s nice to see the late night superstar and I have at least one thing in common. Like Jay Leno, I am a sub shop customer. In my town we have a mixed bag of sandwich shops, from the biggies (you know: [...]

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Did Starbucks Stumble on Service?

July 25, 2008

The buzz in the world of coffee these days is not being produced by caffeine intake. It’s generated by the swirl of news reports and comments about Starbucks plans to close over 600 stores. For me this begs the question: Did Starbucks stumble on their vaunted customer service? As Starbucks has become an American icon, [...]

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Don’t Let a Bad Day Turn Into Bad Customer Service

July 19, 2008

We all have bad days. You know them. The days we’d rather just stay home. Or be anywhere but at work. It’s normal for us to be off once in awhile. Even professional athletes have slumps. So don’t deny this. Just accept that it’s going to happen. But that doesn’t mean you have to let [...]

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