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38 and Counting Business Development Cultivating Positive Relationships Empowerment Techniques

The Little Engine That Could: ‘I think I can, I think I can…’

Many businesses ultimately have succeeded or failed as a result of this tale, which tells of a train stranded on a mountain by an engine failure. Larger engines refuse for numerous reasons to help; a small engine agrees to try and succeeds in accomplishing this tough task while repeating the words, “I think I can, […]

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38 and Counting Business Development Empowerment Techniques

Get beyond ‘wibble-wobble’ and DO something

Through several recessions, I always have found predictability in business. You just compensated for changing economics. Companies spending big bucks and hiring fancy, showhorse firms switched to workhorses and lower budgets. I live in the workhorse world, so it presented opportunities. The current state of affairs has created a condition I’ve never seen in 38 […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service General Marketing Kudos Opinion

Taking stock of Costco’s COVID-19 customer service

Amid COVID-19 retail carnage, Costco is managing to weather the storm well so far according to recent stock reports and recommendations. Its legendary customer service likely is leading the pack of positives. Whether or not such pandemic-related policies as mandatory masks and special hours from 9-10 AM Monday-Friday for seniors and shoppers with disabilities or […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Robust employee training benefits all customers and preferences

Robust employee training benefits all customers and preferences by improving overall productivity, performance and attitude. Its positive impact cuts across all political, economic and social lines. Better-trained employees serve customers better—so it’s a lowest-common-denominator area that companies should address regardless of other polices and protocols.

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Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Opinion

COVID-19 transforms customer service across the board

  Centuries ago, the customer service “universe” existed of how far you could walk to do business. While choices were fewer, so were complications. Today, customer service challenges exist across the globe. When the company and customer base are relatively small, ability to be agile and make improvements quickly can be fairly robust. In part […]

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Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Good Content Healthcare Leverage Opinion Social Media

Crisis frustration provides roadmap to better customer service

As important as providing and documenting great customer service is, discovering and acting upon customer dissatisfaction may be even more important. According to a recent business2community.com article: “Customer complaints provide valuable data…There are more of these than you may realize. A study by 1st Financial Training Services found that 96% of unhappy customers don’t complain, however, 91% […]

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37 and Counting Building Bridges Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Customer service is marketing that continues post-crisis

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 […]

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37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Employees are where customer service rubber meets the road

Companies can tout customer service, execs can make sweeping statements about its importance, reviews can show how good a job the company is doing—but at the end of the day, day-in and day-out employee performance and commitment are where customer service succeeds or fails. Perfect example: I received a text from T-Mobile telling me that […]

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37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

Entitlement or Customer Service?

Expectations of good customer service sometimes conflict with entitlement mindsets—especially as performance thresholds become ever-more robust. So, when Amazon Prime guarantees one-day delivery and doesn’t meet their commitment, are irritated customers acting entitled or are they justifiably upset? I maintain it’s the latter in most cases. The problem is that companies offering this type of […]

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37 and Counting Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion

When reliable customer service suddenly goes awry

Oh, say it isn’t so! I’ve noticed some quality control issues lately that are totally out of sync with what I expect at Costco. And, Amazon seems to be exemplifying a corporate version of “the Peter Principle,” described in Investopedia as: “… an observation that the tendency in most organizational hierarchies, such as that of […]