video

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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Black Jack Pizza Should Win a Customer Service Award

December 20, 2008

On a recent YouTube jaunt, I found this “customer service” video. It’s funny because of the setup. The “caller” is Jack Nicholson, or rather select audio clips of big Jack from his movies. The clips are inserted into the phone call skillfully enough that two employees at this pizza place believed it was a real [...]

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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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How to reduce customer complaints

December 8, 2008

Here’s a creative way to keep customers from complaining. As you watch this video you’ll probably say to yourself, of course an employee wouldn’t do anything like that. After all, it’s a ‘candid camera’ type video. But, you’d be surprised. Just last week I had a customer service experience not too different from this. It’s [...]

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Starbucks shows how to deliver customer service.

December 3, 2008

This video does a good job showing the Starbucks experience. How does your company compare?

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When You Care, Service is Easy

November 19, 2008

My wife and I are pet people. Our pets are our companions. So two years ago, when one of our two dogs died, we struggled with the question of getting another one. Our vet reminded us that our remaining dog, Maggie, would likely fare better with another dog in the house. It was what she [...]

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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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