How to Transform Your Voicemail into an Effective Medium of Communication

"Hi this is Randy. Leave me a message after the beep and I'll get back to you as soon as possible. Thanks and have a great day."Garbage.This is an example of a typical outgoing message that makes callers feel like they really are talking to a machine. Now, we've all... Read More

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to an intersection. You look both ways before you cross when you make eye contact with an oncoming vehicle. You meet the gaze of the driver. Politely and legally, he invites you to cross first. As you enter the crosswalk, you... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.We must distinguish between customer sales and service versus customer service. Whereas customer sales and service is largely concerned with selling... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked sloppy? Stores should have nice neat displays, right? Normally, yes, but sometimes they get a bit messy on busy days and we all understand how that can happen.But what if you were to walk into a store as soon as... Read More

Caring for Your Customers

You probably think I am going to say something like, "The customer is always right." Right?? Wrong.I have many philosophies when dealing with customers, but I definitely do not believe that the customer is always right. However, when the customer is wrong, you must handle the situation delicately.There are many... Read More

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that the delivery documentation from the supplier or haulier matches up with the documentation at the target destination.However life is rarely straightforward, and if problems do arise, order completion times and cash flow will inevitably suffer as a result.Making the paperwork... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Such increases are hard to come by... Read More

Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms

Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Despite their efforts, however, customer satisfaction results... Read More

From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service

Whether in a restaurant, a retail establishment, or the local post office, we have all experienced a decline in customer service. Rarely do smiling, happy employees interact with us anymore. Instead, the person we are dealing with in face-to-face relationships does not even attempt to feign a smile, but rather... Read More

Wholesale Buyers Versus Retail Customers

Are wholesale buyers and retail customers really different? Frankly, there are two answers to this question: yes and no. Yes, because they are different from the buyers and those selling to buyers' point of view and no, because the principles that apply are the same for both types of buying.There... Read More

In The News:

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Automating Your Customer Support

My regular readers will know that one of the things... Read More

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

With all of the calendars and PDA's and lists I... Read More

Outsourcing: The Unspoken Costs

Outsourcing seems to be the new-new thing and approximately 50%... Read More

Customer Service - Winning Customer Experiences

Winning Customer ExperiencesMuch research has been done on what the... Read More

Make An Action Plan To Improve Customer Service

Customer Service is a critical factor for keeping your clients... Read More

4 Easy Steps to Better Online Customer Support

Customer support is very important when you're running a business,... Read More

Clients... and 38 ways to communicate with them

As Alan Weiss (guru to the savvy consultant) says: "It... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

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

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

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

How to Keep Customers

Who was it that said - "The customer is always... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but... Read More

Everyone talks in code!

How often have you left a meeting with a customer... Read More

What?s in a Name?

Different people call their Customers by different names. If they... Read More

Customer Service: Why Bears Make Bad Customers

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

Moments That Matter

Many years ago, I was a first year apprentice assigned... Read More

Customer Service - A Sweet Essence

First let us specifically define customer service. It is the... Read More

Add Value - And Kill Mediocrity in Customer Service

There are two kinds of customer service we all experience... Read More

Your Career Plan--Think Like A CEO

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

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

And The Difference is... Attitude

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