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
I know what it’s like to live through times of desperation when you just don’t know what way to go. It saps you of all your energy. Sometimes you just can’t think straight. You go months, and in some cases years to find answers to the question, which way shall I go? During my time of loss and … More Which way shall I go [The 2021 Question] part IV
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
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
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
Last time we emphasized the need to capture our customers’ hearts rather than their money. Today I want to give some idea as to how to do this. How do we develop a core of people with a sincere desire to serve others and to look at what’s in their best interest? Here’s how: see. We need to … More Capture the Heart of the Customer, part II
The cause of a thriving business is income. To generate that income, we need to provide products and services that our customers need and are willing to pay for. Not only that, we want to structure our businesses in such a way that our customers return and tell others about our products and services. This is the … More Capture the Heart of the Customer, part I (1 of 5)
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