For as many years as I can remember, TGIF, was the watch-cry for so many people in the workforce. From the factory floor to the office tower, it seems everyone worked for the weekend. This “more” mystery has revealed however thatwork is more than work. Today most of us would love to say, “TGIM,” Thank God It’s Monday! … More Work is more than work
When we approach a problem or decision, a strategy or action; “do the right thing” is something that rings in our hearts and even in our mission statements. So, how do we know what the right thing to do is? When it serves others, considers their needs, or blesses them in some way …. even if … More The Right thing to do checklist
My vision is to encourage Servant Leaders in every organization I can There is no greater time than the present when we need servant leaders. People who can inspire others to carry on but also, carry the load with them. Leaders who have a heart for the people they employ and the customers they serve. They … More What’s needed now more than anything….
What companies were the biggest disappointment to you when it comes to the service they gave you…or should I say didn’t give you? My guess is that the disappointment centered around an expectation you had because of a promise they made. They didn’t do what they said they would do or what you expected them. You … More The Greatest Cost of Customer Service
Based upon my last post about customer memory it seems hopeless to even think it’s possible to gain back the customer who had a bad experience. The raw truth is that it is very, very difficult. But if you’ve got the heart for it, customer recovery can be a very rewarding experience. Not to mention that customers that … More Customer Recovery
Fortunately, or unfortunately customers have a memory that sticks with them for a very long time. About 25 years ago, I was the western VP for a company headquarted on the east coast. When I traveled there they always put me up in a hotel that, if I told you who it was, you would recognize … More Customer Memory
Now develop habits within your organization that amplify your MVV. In fact, we need to talk about behaviors (aka: habits) more than numbers. It is our behaviors that help us accomplish our MVV, not metrics. Metrics is a thermometer to take the temperature of an organization. Behaviors or habits are they way we get to the numbers we need. Thus, the living out … More The Culture Creator, part III
It’s been said from every corner and crevice of customer service lore that what we want to hear from our customers is, “Wow!” This is the ultimate comment a customer can make. It’s when they say: “Wow! They did this for me.” “Wow! I didn’t expect that.” “Wow!” They went above and beyond.” “Wow! I got more … More Capture the Heart of the Customer, part V
Last time we discussed seeing our customers as guests as a way of transforming the way we and our organization serves them. But there is even a deeper still method of seeing customers than simply as guests. Seeing them as angels. I know, weird huh? But consider this, there is a Scripture that supports this idea: Don’t forget … More Capture the Heart of the Customer, part IV
We’ve discussed that our goal needs to be to Capture our Customer’s heart before their money. The way to do that is to have an attitude of service. To do that we need to see them with our heart. Today we explore how to go even deeper: see customers as guests. What is a customer? To many they are … More Capture the Heart of the Customer, part III
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