invisible customers

7 things customers hate

March 3, 2010

As we left the Cracker Barrel that night, I asked my wife how she would rate our customer experience as we paid for our meal. “Two thumbs down” she replied in microseconds. We were on the same page. It was a horrible experience. While the food and overall experience in Cracker Barrels are frighteningly consistent, [...]

Read the full article →

How to Prevent Invisible Customers

February 16, 2010

Most companies have invisible customers. And, unlike Kevin Bacon in the movie “Hollow Man”, these customers do not choose to be invisible. They are made invisible by employees. It happens every day. The bad news is, these customers will cost your company a lot of money. The good news is, it’s not hard to prevent [...]

Read the full article →

Eliminate invisible customers

August 26, 2009

Here is your Daily Dose of Amazing Service: Eliminate invisible customers And here are some additional thoughts on this topic… All but the most successful companies have them. Most don’t even realize it. And every one of them costs your company money. Invisible customers are the most expensive kind to have and the easiest to [...]

Read the full article →

Acknowledge Your Customer

June 16, 2009

Here is your Daily Dose of Amazing Service: Acknowledge your customer’s presence. And here are some additional thoughts on this topic… A basic (and most important) human need is to be acknowledged. Most of us dislike being ignored. It just feels bad. And when we’re a customer it’s worse. A guaranteed way to chase away [...]

Read the full article →

Acknowledge Your Customer’s Presence

March 20, 2009

Amazing Service Rule #2 Acknowledge your customer’s presence This seems too basic to even mention.  What breathing is to living, this rule is to working with customers.  So, why even have a rule that deals with it? Because, as basic and fundamental as this idea is, it still gets forgotten on a regular basis. Every [...]

Read the full article →

The Secret of Barack Obama’s Success

December 29, 2008

By now we all know President-elect Barack Obama has stormed the American political scene like a hurricane, a tornado, a typhoon and a tsunami all rolled into one. In a few short years, he has gone from “Obama who?” to the President-elect of the USA and a hugely popular man both in the US and [...]

Read the full article →

Don’t Let Invisible Customers Ruin Your Business

December 5, 2008

  A few weeks ago I was at Perkins, attempting to pay for my meal. Employees scurried back and forth with not even a curious glance in my direction. Finally, the manager said something which compelled another employee to issue an order. And, like magic, a smiling young lady appeared and graciously took my money. [...]

Read the full article →

Does your company have invisible customers?

November 29, 2008

It’s something most of us have felt at one time or another. And it’s the worst thing a company can do to a customer: Make them feel INVISIBLE. As a customer you are invisible when you feel you’re being ignored. You’re needs are not being met. You are there trying to BE a customer but [...]

Read the full article →