extra mile

Delivering Amazing Service – Boston Style

June 12, 2011

by Kevin Stirtz Recently my friends Chip Bell and John Patterson shared with me this story of amazing service. It’s from their friend and client, Katy Wild. Chip and John call it “Boston Style Customer Service.” “Recently I lost my purse while traveling and then found it, thankfully, but not before missing my plane.   So, [...]

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Winn-Dixie Customer service employees stop scam artist, save customer thousands

March 15, 2010

Last week AT&T showed why you should hire people who care. Their customer service employee literally saved her customer’s life.  Now Winn-Dixie is schooling us in the fine art of going the extra mile for your customers. Recently, employees in their Stuart, FL store helped two of their customers avoid losing almost $3000 as victim [...]

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AT&T customer service employee saves customer’s life

March 11, 2010

Here’s a perfect example of why companies should hire smart people who care. Recently an AT&T customer was talking with their customer service service department. He started having symptoms of a heart attack and eventually passed out during the call. Rather than hang up (because the customer became non-responsive) the AT&T employee (Kelly Hart) knew [...]

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Customer service and calorie counts

March 5, 2010

Three Florida legislators have proposed a bill that would require restaurants to list calorie counts on their menus. While I know there are heated arguments on both sides of this issue, I like the idea. One reason I like it is because I’ve recently started counting calories and I am disappointed at being unable to [...]

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In Customer Service the Little Things are Big

February 17, 2010

Little things make all the difference in customer service. They can contribute to a positive and memorable experience. They can ruin an otherwise decent situation. An otherwise completely average encounter can turn into a source of endless referrals by adding a little thing or two. I’ve had a few recent examples: At my favorite sandwich [...]

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Thank your customers when they make your job easier

February 2, 2010

Here’s a quick and easy way to have better experiences when you help your customers. This is especially useful in a complaint or service recovery situation. Thank your customers when they make your job easier. Recently I had a technical support issue with my website host company. Because we communicated via chat, I was able [...]

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Give your customer a cookie

January 7, 2010

Here is your Daily Dose of Amazing Service: Give your customer a cookie And here are some additional thoughts on this topic… At my favorite coffee shop, they do a lot of things right for their customers. A recent example is how they handled a service recovery situation. I had placed a lunch order 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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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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Customer Service Quote for November 17, 2009

November 17, 2009

“If you care at all, you’ll get some results. If you care enough, you’ll get incredible results.” -Jim Rohn Author of: Lessons on Life: How to Live a Successful Life

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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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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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Customer Service Quote for September 18, 2009

September 18, 2009

If you want to be creative in your company, your career, your life, all it takes is one easy step… the extra one. When you encounter a familiar plan, you just ask one question: What ELSE could we do? -Dale Dauten

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Extras can keep your customers coming back

September 16, 2009

Here is your Daily Dose of Amazing Service: Find ways to do something extra for your customers And here are some additional thoughts on this topic… One of the easiest and fastest ways to make a customer smile is to do something extra. Because it’s unexpected, it’s a pleasant surprise. It’s something they’ll remember and [...]

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How to resolve a customer complaint

September 10, 2009

Here is your Daily Dose of Amazing Service: Fix a customer complaint by asking the customer what they want. Then do a little more. And here are some additional thoughts on this topic… Too many companies fail when it comes to fixing complaints. They either do nothing and hope nobody notices. Or they immediately go [...]

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Try not to go overboard for your customers

September 9, 2009

Here is your Daily Dose of Amazing Service: Don’t go overboard for your customers. And here are some additional thoughts on this topic… This might sound contrary to what we’re all about here in the land of Amazing Service. But it’s not. Because if you go too far in trying to serve your customers, you [...]

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What are you really doing for your customers?

August 4, 2009

We hear a lot about customer experience and going the extra mile for our customers. And these are good things. Every employee in every business should pay attention to these. But it’s not just the employees who are responsible for this. Management has to lead the charge. If you want more loyal customers, the kind [...]

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