Categories
Cultivating Positive Relationships Customer Service Kudos

I Luv Southwest Airlines

I have just returned from a lovely 6-day tropical paradise, topped off by one of the most enjoyable flights (if not the most enjoyable) I’ve ever taken. Southwest Airlines gets it. That’s why they continue to fly sky high while many other airlines flail and fail. That’s why I’d rather pay to fly on Southwest […]

Categories
Customer Service Empowerment Techniques Opinion Social Media

Don’t know? Don’t care? Just make up something!

That’s the standard set by Donald Trump, and it’s being emulated in businesses and interpersonal interactions across the land. Of course, this is nothing new. For example, how many times do you ask a question of a retailer and get an accurate, complete response? But, it’s indicative of a deeper malaise—lack of regard for the […]

Categories
Customer Service Empowerment Techniques Leverage

Of Social Insecurity, insolence and resolutions

Tips for using private sector strategies to deal with public sector bureaucracies. Evidently, “do as I say, not as I do” guides much of the Social Security Administration operations. Increasingly, there are reports strongly advising consumers to recheck advice given by Social Security representatives for accuracy and completeness. A forbes.com report dated Feb. 7, 2017 by […]

Categories
Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques

Try using low-tech remedies for high-stress times

Adapted from an Article by Mark Lusky Originally Published in The Denver Business Journal As small businesses become more technologically savvy, many think that all manner of money maladies can be resolved by tuning in to the latest social-media trend, search-engine-finding revelation and other high-tech options. By getting more wired in, business owners assert, they can solve […]

Categories
Customer Service Empowerment Techniques

One person or experience can drive long-term loyalty

Adapted from an Article by Mark Lusky Originally Published in L&NW, November 2015 Often lost amid anger at poor customer service is the power of one – one person or experience that can turn a company, product or service into a rock star. I was reminded of this important asset while attempting to deal with, of all things, […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Leverage

When customers complain, rejoice!

Unhappy, vocal customers are a company’s best friend. No matter what industry you’re in, what service you perform, what product you make, or what marketplace you serve, the common thread is the invaluable role that complaining customers play. Yes, the initial hit may sting – especially when posted on a public forum such as Google […]

Categories
Business Development Cultivating Positive Relationships Customer Service Empowerment Techniques

Three quick tips to help build prospect confidence

Faced with uncertainty in the world-at-large, business prospects yearn even more for that stable, solid “piece of the rock” around which they can anchor their efforts. Be that rock. Take the initiative to show that you “mean business.” Develop business-like agreements and contracts that address both boilerplate issues and policies about ongoing use of work, […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques

To keep your bottom line happy, make sure to keep your clients happy.

Getting new business is one thing. Keeping it is another. Currently, the US corporate model seems to run counter-intuitive to the fundamental concept of client/customer retention.

Categories
Cultivating Positive Relationships Customer Service Social Media

Tips for Being Proactive with Online Reviews

The more things change, the more they stay the same. Instead of just spreading the word in a specific community, as was the case hundreds of years ago, consumers in communities all over the world can become informed about favorable and unfavorable buying criteria in seconds through online reviews. In many ways, this continuing trend […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques

It’s the little things that add up big!

Often, in the heat of daily deadlines and stress, companies pay too little attention to a vitally important part of their operations: the little things. Because these seem to be small items that can disgruntle present customers or prospects, those offended may be less likely to express their discontent to you directly. They either decide […]