Blogs
24 Hours – Does your day have more?
Ouch! It’s been two weeks since my last post! I promise, I’m still alive and kicking. It’s just that, believe it or not, my customers come first. I really hope that this isn’t a surprise for any of you. So, when competing priorities, the imposed 24-hour limit to the day, the need for sleep and a family [...]
Incentives for Customer Service
I recently read the following post: Incentives and Consequences | fastgrowth advisors. It reminded me of a post I did a year and a half ago titled What is Paid for REALLY Gets Done. Have you thought about the consequences of the incentives you offer to your staff? Are they really driving the behaviours you want? [...]
I Didn’t Even Have to Ask (on Customer Service)
This a great customer service story at Home Depot! I Didn’t Even Have to Ask (on Customer Service). You may remember my post on my horrible customer service experience at another Home Depot location (Home Depot Customer Service). Can the manager in this article be transferred near me? Better yet, he should train others. It [...]
Leaders are Responsible for Customer Service
Someone sent this link out via Twitter a few days ago and unfortunately, I don’t remember who. No matter who it was, thank you! This post is a must read for anyone involved in customer service or experience efforts but even more importantly for the leaders of the organisation. Customer Service is a Leaders Responsibility [...]
Customer Experience – Consistent vs. Personal
We always talk about the importance of providing consistent customer service but isn’t making it personal better? Don’t we all want to feel validated as individuals? For most companies, consistency equates to process, and they, in turn, dehumanise the experience. Recently, Dennis Snow posted Customer Service Wows – It’s About Consistency. I agree but recently I’ve [...]
