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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Opinion

Pandering to rule-breakers defeats greater customer service objectives

Amid COVID-19, mask wearing has become a huge political football. As a matter of common sense and exercising critical thinking skills, wearing a mask is not about politics. It’s about our health collectively, and about showing respect for the health of others. Period.

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Opinion

Divisive times dictate viewing customer service through a new lens

Customer service isn’t one-size-fits-all. While there are some policies that merit universal application, such as listening to and acting upon customer concerns in a caring and substantive way, preferences can vary considerably. What do companies do to best identify what most customers want and expect, understanding that not everyone will be happy? In the words […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudon'ts Kudos Opinion

Tale of functional and dysfunctional medicine reveals abysmal customer service gaps

  In search of a qualified functional medicine specialist with whom I could partner to improve my health, I discovered a huge abyss of customer service attitudes. The first candidate lost the opportunity to serve me after saying the doc didn’t offer short, complimentary meet-and-greets to determine if a positive connection exists. Oh, and I […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Healthcare Kudon'ts Kudos Leverage Opinion

COVID crisis highlights customer service Catch-22

There’s been a lot of talk about over-communicating with customers during COVID to make sure they know they’re acknowledged and cared about. However, there are definite exceptions—in this case it involves a prospect but the same principles apply to existing customers. A few weeks back, I checked into Inogen, a portable oxygen concentrator company just […]

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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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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Good Content Healthcare Kudos Leverage Opinion

Customer service reps offer a hand instead of clenched fist

Hopefully, one of the most enduring COVID-19 crisis legacies will be a corporate culture where customer service reps offer an open hand to help versus a clenched fist. For far too long, corporate America has largely embraced the clenched-fist policy, in which customer service is provided in as small increments as absolutely necessary. In many […]

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Building Bridges Cultivating Positive Relationships Customer Service Empowerment Techniques General Marketing Healthcare Kudon'ts Kudos Leverage Opinion

Crisis customer service builds bridge to future

Have you gone out of your way to provide more compassionate and caring customer service during the COVID-19 crisis? If so, those efforts can become a cornerstone of customer loyalty and buying. In addition to those who already know, tell the rest of the world about it! This is a case where prior “good acts” […]

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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Opinion

As stay-at-home rolls off, life rolls on

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 […]

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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Opinion Social Media

Tom Foolery on YouTube: All I can say is WOW!

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 […]

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37 and Counting Cultivating Positive Relationships Customer Service Empowerment Techniques Healthcare Kudos Leverage Opinion

Best customer service resides in our hearts and minds

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” […]