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

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I make I recently did a really dumb thing. I forgot my best friend's birthday and her anniversary. Both special days are back to back and I forgot both of them. After being friends for twenty years I feel old and... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse. The first date is usually a make or break situation and if the door is still open, the work has just begun. Like dating, you'd better give your prospect a pretty good reason to meet with you again, because there... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver. There are a number of ways that you can overdeliver to your customers or prospects, and as a result create a win-win situation for you both. They will be provided with some additional value, while you will be upgrading your... Read More

Customer Satisfaction Is Your Business

Regardless of what business you are in - you are really in the business of satisfying customers. The degree of customer satisfaction you deliver determines the level of long-term success you will achieve in business.Make Customer Satisfaction Your Top PriorityDon't just make sales. Create customers - satisfied customers. In addition... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or her ideal customer. When I picture my ideal customer, I see a business owner struggling to find time for all that needs to be done, someone passionate about what they do, someone striving to find answers to make their business... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with the phrase "Hold, please"? How do they know you can hold? They don't even know who you are. Maybe you can't hold; maybe you have 10 seconds of juice left on your cell phone and your hair is on fire.... Read More

Making Your Contacts Work For You

The best way to explain this concept is to tell you a story. While calling for lease purchasing property, I spoke with an older widowed woman. I went through my script and when I asked her why she thought her home hadn't sold, she said to me, I just don't... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend Diane at one of my favorite breakfast nooks. I enjoy the atmosphere there although I've been less than pleased with the customer service so far.This morning when we decided to go to breakfast, my mouth started watering for their delicious... Read More

How to Keep Customers

Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London.The question I want answered is; did he ever work with customers on day-to-day... Read More

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The History of CRM -- Moving Beyond the Customer Database

Customer Relationship Management (CRM) is one of those magnificent concepts... Read More

Customer Service - A Lost Art?

Is customer service a lost art? Before you answer that... Read More

Why Communication Skills Dont Work In Customer Service

Every time my firm conducts communication skills training, we know... Read More

What You Need to Know About CRM

1. It's all about the customer. Some companies focus too... Read More

Cheap To Keep

You've heard it all before when it comes to stats... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

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

Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More

What Type Of Software Is This?

The other day while at the book store, I came... Read More

At the Carwash; The Customer really is always Right

You have no doubt heard the saying that the customer... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning... Read More

The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always... 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

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have... Read More

Sorry, No Customer Service After 4:00 P.M.

A few months ago, I wrote about ingenious styles of... Read More

Do You Want More Profits? - Follow The Golden Rules Of Providing Good Customer Service

Last night I was at my computer and a Skype... Read More

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

Identify Your Silent Customer Service Message

With the growing number of people in every business sector,... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

How To Use Your Current Customers

Jay instructed a customer of his to offer a rare... Read More

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

Listening to Customers - 5 Tips

In a strange juxtapositioning of articles, this month's UK '... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Setting Up a Customer of the Week Program for a Mobile Car Wash

In a mobile detail or mobile car wash business you... Read More