extra mile

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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Two Simple Rules for More Loyal Customers

July 2, 2009

I talk and write a lot about giving our customers what they want. Because if we fail to give them what they want they’ll leave us. That’s what customer loyalty is all about. But as we do this, we should keep in mind some guidelines. The following video helps us see (in a funny way) [...]

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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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NWA – Delta Improves Customer Experience. Will it last?

June 23, 2009

It appears the predictions that a down economy would spur companies to higher levels of customer service are coming true. Recently on a trip to Philadelphia my wife and I were delayed on a NWA flight. Our plane left the gate about an hour late and then we sat on the tarmac for another 45 [...]

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Improve Customer Service by Staying Flexible

May 14, 2009

Here is your Daily Dose of Amazing Service: Stay flexible when you work with your customers. And here are some additional thoughts on this topic… With most things there is no one right answer. There is almost always more than one way to accomplish something. But we don’t always admit it. Too often we focus [...]

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This Employee Understands the Extra Mile

May 11, 2009

We know going the extra mile in customer service can help us do a better job and keep customer coming back. Sometimes though, the best way to help us keep going the extra mile is with an example, like this. That’s why I love this video. It uses humor to show us what’s missing in [...]

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How can you go the extra mile for your customers?

February 10, 2009

In my seminars and workshops a big topic is how to go the extra mile for our customers. Actually, it’s the first requirement of Amazing Service: “Give your customers what they want plus a little more.” And it can make a huge positive impact on your customer loyalty. When you go the extra mile, you [...]

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Little Things Make the Difference

January 23, 2009

Last week I got a call from a hotel employee confirming the headcount for an event I was responsible for. In her voice mail, she asked me to call her back to confirm our final headcount, even though I had sent in the final number earlier that day. On the surface this seems like a [...]

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Lowes Knows Customer Service

December 14, 2008

While surfing YouTube, I found this video about customer service at Lowes. It shows how Lowes sees customer service” as an asset and a high priority. In this video, a Lowes customer tells how their new refrigerator (bought from and installed by Lowes) leaked all over their kitchen floor, ruining it. Rather than argue with [...]

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Some people just know how to serve

November 20, 2008

Thanks to my friend Chris Elliott (over at Elliott.org) for this news item. Chris tells us about a customer service agent at Delta Airlines who understands the meaning of service. The long and short of it is that several US service men were traveling and their tickets had not been paid yet. This prevented them [...]

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Help Your Customers by Being Flexible

August 19, 2008

Kevin Stirtz’s Amazing Customer Service Rule #11 Be Flexible In customer service, as with most things there is no one right answer. There is almost always more than one way to accomplish something. But we don’t always admit it. Too often we focus on one way to do something. Maybe it’s the only way we [...]

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Do Something Extra

July 31, 2008

Kevin Stirtz’s Amazing Customer Service Rule #44 Do something extra. 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 talk about. When you do something extra, it’s like giving your customer a gift. It’s a [...]

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10 Things to Love About the Charlotte Airport

March 30, 2007

Not long ago I flew into to Charlotte on my way to Roanoke, VA. In the past 10 months I had seen way too many airports to suit my tastes. By this time, most had blended together in an indistinguishable mushy mass in my memory. But not the Charlotte Airport. Compared to other airports I [...]

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