Categories
Customer Service Kudos Opinion Social Media

Grocery stores step up to the customer service plate

I’m so accustomed to citing Costco’s legendary customer service that it’s hard to fathom that other retailers are making their own contributions. Two grocery store experiences over the last couple weeks deserve high praise for service above and beyond. While vacationing in Florida, I went to Publix (largest employee-owned US company according to Forbes) in […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Are you your business’s own worst enemy or its best advocate?

Guest post by Cathenry. The ninth and final lesson in the Forbes article Nine Impactful Customer Service Lessons That Can Change Your Business Approach is “Customer Service is Actually about You.” I often see myself as the director of first impressions for my business. I try to avoid coming across with a fake personality or […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Are You Listening?

Guest post by Cathenry. The eighth lesson in the Forbes article Nine Impactful Customer Service Lessons That Can Change Your Business Approach is “If you always think you’re right, you’ll never learn anything new” and it reminds us how important it is to listen. Recently, I needed some unresolved printer help.  I bit the bullet […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Encountering a Variety of Expectations

Guest post by Cathenry. The seventh lesson, “You’ll Encounter a Variety of Expectations” in the Forbes article Nine Impactful Customer Service Lessons That Can Change Your Business Approach reminds us how different expectations can be from one client to the next. As a result of the current pandemic, clientele expectations are changing. Business practices pre-pandemic […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Pushing Back Respectfully

Guest post by Cathenry. “Customers Will Respect You if You Push Back with Good Reason” is another lesson cited in the Forbes article (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) worthy of consideration. It is difficult to be all things to all people while keeping the quality and best interest of […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Can’t Be Customer Thankful Enough

Guest post by Cathenry. As many are scrambling to adjust to the new now of doing business in this duration of the pandemic, the next lesson learned in the Forbes series (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) is apropos: “You Can Never Be Too Thankful” for the customer. One way […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Every Customer Deserves Care

Guest post by Cathenry. The next lesson learned in the Forbes series (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) is “Always Take Care of Every Customer.” A self-check is to ask yourself: How would I, as a customer, want to be treated? The golden rule standard of doing unto others as […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion Social Media

Conjoining vs. Conflating marketing and customer service

Near-term, commerce will see marketing and customer service conjoin—defined as “to join together (things, such as separate entities) for a common purpose.” Ultimately, I believe the two will conflate—viewed as combining two or more ideas into one. It’s kind of like the difference between a strategic partnership, where two companies work together toward a common […]

Categories
Cathenry Cultivating Positive Relationships Customer Service Guest post Hospitality

Investment in People

Guest post by Cathenry. A third lesson shared from a recent Forbes article (Nine Impactful Customer Service Lessons That Can Change Your Business Approach) states “It’s Worth Investing in Software that Gives You Support.” The idea references giving your employees the tools they need to support their efforts.  But this should include mental and emotional […]

Categories
Cultivating Positive Relationships Customer Service Empowerment Techniques Opinion Social Media

When will companies learn that ‘fake news’ backfires?

Companies continue to think they can BS and bluster their way through our human instincts and convince us of their customer service excellence—no matter what’s really happening. A recent article by ZDnet contributor Chris Matyszczyk illustrates the point poignantly when addressing one of the most important stakeholders deserving solid customer service—employees themselves. This interesting story […]