Heather Wilde, CTO at Roceteer, wrote an article in Inc. Magazine entitled, “What Working at a Call Center Taught Me About Customer Service…The customer may not always be right, but you can certainly treat them better.” The essence of her advice to customer service departments and reps is to act more like caring, concerned moms […]
Mom and pop customer service traits—most notably doing business with companies you like, respect and trust—are surfacing everywhere as drivers of loyalty and the bottom line. To make it work, companies must invest time, resources and, yes, money.
While Costco was listed first on my top mom and pop kudos list, there are many companies out there with similar attitudes and aptitudes. These companies, smaller in scope than Costco, come up just as large when it comes to taking care of customers/clients. I’ve already recognized these three in previous posts. I’m bringing them […]
As companies grow bigger and more global, customer service in many quarters is feeling more like dealing with a caring mom and pop enterprise than a mega-company. That’s clearly the attitude of such companies as Costco, which has been making me feel right at home since 1999. (Full disclosure: I’m an unabashed, biased Costcophile with […]
Customer service is marketing. Talking about it is marketing on steroids. We all are learning lessons from the COVID-19 crisis. One that came into focus is the incredible importance of treating people right ALL the time—when times are bad, when times are good, and everything in between. An article in business2community.com reinforces the even more […]
In this last installment of self-administered customer service, I turn to flowers. After all, Mother’s Day is the planting signal through much of the country. As with so many other things during the pandemic, I did my usual planting—which always inspires and delights me—with a small twist. I had purchased some artificial desert-type plants a […]
Recently, I received a link to a four-minute YouTube under the “Tom Foolery” banner. This installment, entitled “The Great Realisation,” addresses the days when COVID-19 attacked the land. It’s a look back from the future. Amid all the conflicting overly-sanguine and gloom-and-doom reports about the pandemic and lack of certainty about its spread, containment and […]
I had a huge revelation this past week. Beyond all the CRMs, company pronouncements about serving customers, and even our own “self-administered” customer service, there’s an inner strength that can endure when all other efforts falter. Here are a couple thoughts on the matter: You’ve just been ignored, dissed or misinformed by a “customer service” […]
Gotta admit it. Last week was a roller coaster. Had some down times coupled with exhilarating discoveries. I mention the down episodes because I believe they’re just as important to an overall sense of wellbeing and positivity as happy meanderings. The “power of positive thinking” is positive in part because of the ability to discern […]
Three of my favorite pastimes are shopping (a/k/a hunting and gathering), cooking and hosting small dinner parties. As I’ve not yet pursued virtual social engagements, this past week focused on the first two. Having discovered ample supplies of toilet paper at a Walgreen’s near me and being well-stocked with hand sanitizer and disinfectants, I turned […]
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