No News is Bad News!

If you have a customer who is happy and you do not give them a chance to tell you, you lose one of the strongest opportunities to increase customer loyalty. The need to be internally consistent is a driving force in shaping future behavior. In other words, if customers...

Why Quality Assurance is Not Enough

How can a company produce zero-defect products, boast dramatic cycle-time reductions, be certified for consistent, reliable performance...and still lose valuable customers?

Responsibility + Sensitivity = Cooperative Authority

Sometimes business owners and department heads can be very restrictive. Sometimes it is due to insecurity, sometimes to past bad experiences, sometimes they are simply unsure how to loosen the reins. One course of action you can take is to give your company owner a ...

Helping Others Succeed is Good Service

All of us are partners with each other. If you help one person, maybe I will get the benefit down the line. If I help another, one day you may reap the same reward...

To Inspire Perfect Service – Tip!

When a service provider receives acknowledgment and encouragement from the very beginning, they may do much more to serve you well. Everyone appreciates being appreciated, occasionally in advance...

Disneyland Makes Real Magic

Business is not a cold process of swapping services, money and goods. It’s a living, thriving appreciation of the dynamic connection between us...

Ban the Internal Customer

Internal Customer’ is a phrase often heard in business. Usually this refers to one department (the internal customer) receiving work from another department (the internal supplier).

Don't Fire Your Customers - Try Upgrading Them First

All over the world I teach people how to serve, surprise and delight their customers – how to keep them coming back for more.

Are Your Frequent Customers Freeloaders, Scoundrels or Cheats

Many companies reward their customers with a system for accumulating points with each purchase. These points are redeemable for free products or services in the future.

Keeping High Tech - High Touch

The site includes a library of articles about service quality, partnerships and customer-focused culture. You can view these online, or have them sent to you by e-mail autoresponder.

What to do When Your Customer is About to Explode

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five proven steps to sanity.

100% is Not Enough - You Need 120%

I recently organized a service benchmarking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week!

One Shared Voice to the Customer

My friend Nancy was learning about her international callback service and exchanged e-mail with their office in Seattle