honesty

How to guarantee your customers come back

February 12, 2010

Sometimes you can keep customers coming back by sending them away. After the holidays, one of our readers sent me a customer service story that explains why he will continue to be a loyal Best Buy customer. He and his wife were buying a product that needed an accessory to make it work. So they [...]

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Use honest language

November 17, 2009

Here is your Daily Dose of Amazing Service: Use honest language. And here are some additional thoughts on this topic… I keep seeing companies use language I find offensive. It’s not vulgar or even indecent. But it’s inappropriate in how it’s used. It’s manipulative. It’s intended to produce a certain emotional responses based on a [...]

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Customer loyalty requires honesty from the start

September 1, 2009

Many companies are focused on their customers. They LOVE their customers. Just ask them. They’ll tell you how wonderfully customer centric they are.  But there’s a problem. As they tell people how much they love their customers, they also spend a lot of money lying to them. Jim Logan writes an article at B2BRainmaker.com that [...]

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Serve your customers

June 25, 2009

Here is your Daily Dose of Amazing Service: Serve your customers And here are some additional thoughts on this topic… We’ve all dealt with people and companies that try to sell us what they want us to buy. They try to fit our need to their solution. They send us away with no help if [...]

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For Better Customer Service, Affirm Your Company Values

February 27, 2009

Earlier,  I wrote about a hotel where the staff routinely lied to their customers.  They misled them by booking their reservations for a building that was not available. They let their customers believe they were getting a certain “product” even though they knew that product was not available. I consider that a lie. In cases [...]

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Lie to Your Customers

February 25, 2009

Recently my wife and I stayed at a hotel in Duluth. We had fun but one experience remains in my memory more than any other. The staff at this hotel lied to their customers. And it wasn’t just once or twice. It was a routine, regular thing. Here’s what happened. This hotel has two separate [...]

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