You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small BusinessIf you make a poor impression in small things, why should customers trust you with larger ones like buying your product regularly or giving you a big order? In the last two days, I've seen this simple fact proved three... Read More

Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming. However, by taking them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace.After all, a complaint is nothing more that... Read More

The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990's with the promise of forever changing the way businesses small and large interacted with their customer bases. In the short term, however, it proved to be an unwieldy process that was better... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you write them off as lost -- never to return again?Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more... Read More

Managing Your Business When One Client Takes Alot of Your Time

How often has your schedule been thrown out of whack because of a client's needs?I try to live by the 80/20 rule: working from my home office 80% of the time and working onsite with clients 20% of the time. But, the past week has been the exact opposite.I had... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat customer. The course stressed the importance of the repeat customer to the financial welfare of the business. We spent hours discussing ways to turn "first time" buyers into repeat customers. This is not a new concept. We've all heard the... Read More

5 Ways Customer Service Managers are Implementing to Increase Customer Focus

According to a Forum Corporation survey of commercial customers lost by 14 major service and manufacturing companies:15% found a better service/product15% found a cheaper service/product20% cited "lack of contact and individual attention from the company"50% said; "contact from old suppliers" personnel was poor in quality"These days, it seems that everyone... Read More

Doesnt Anybody Work Here? Nametags Impact Employee Communication

Walmart was the first business to require all its employees to wear nametags. (There's a surprise!) Sam Walton created this initiative because he wanted his customers to "get to know the people they bought from."But the value of employee nametags spans far beyond getting to know people, it's all about... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your business? As a mystery shopper, I help businesses see themselves through the eyes of their customers by posing as a typical customer and evaluating their service, quality and cleanliness. Was it easy to find what I needed?... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most valuable uses for a commercial World Wide Web site. Your Web site is available on a 24 hour, seven days a week basis. So it is well worth exploring ways in which your customers can virtually "serve themselves," without the... Read More

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Showing 1 - 10 of 296 Articles
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Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

Small Business Customer Service Can Work Against You

Is the special treatment you designed specifically to keep customers... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the... Read More

All of the World of Business Is a Stage

One of the basics of acting taught to me in... Read More

DONT Give Your Customers What They Want!

One of the mantras we hear repeatedly in business is... Read More

What Exactly is Customer Relationship Management?

The defintion of Customer Relationship Management (CRM) that I favor... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Wholesale Buyers Versus Retail Customers

Are wholesale buyers and retail customers really different? Frankly, there... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

And The Difference is... Attitude

I returned a rental car at an airport yesterday. As... Read More

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

How To Build Stellar Client Relationships

Your opportunity to build a stellar client relationship starts with... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... Read More

Increase in Customer Sales = Increase in Customer Service

One of the most popular questions asked in online business... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

One of the Secrets of a Great Customer Experience

A few weeks ago we conducted our annual "Customer Experience... Read More

Importance of Good Customer Support in Online Computer Peripherals Shops

Looking for hi-fi computer peripherals? Finding it tough to decide... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

How To Handle Customer Billing Snafus

Q: I just discovered that for the past six months... Read More

What Every Manager Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More