The Motivating Power of Purpose

Providing great service to others can be hard work. Your customers may be upset, demanding, problematic - even mean. You need an uplifting purpose to keep you going, bring you up when times are hard and inspire you to keep on serving...

Make Things Easy for Your Customers

I have three complaints and three suggestions.

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.

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!

What is Ron's Website Really For

I decided to upgrade my website and contacted four developers to get opinions and quotations. What an unsettling experience!

Who Put Sand in the Grease

The world is racing towards seamless commerce and instant communications. Fast computers and networks provide the grease.

Hertz Rent-a-Car in San Francisco

I called Hertz Rent-a-Car, where I am a member of the 'Hertz Number One Club' for frequent travelers. I planned to use an award coupon for one free-day rental from American Airlines and additional award coupons for two more free days from United Airlines.

Please Drive Around Once Again

In Australia, Matt and two friends went to a fast-food drive-through for lunch. They wanted three separate orders as there were three in the car and no one had exact change.

Make Customer Satisfaction a Company-Wide Focus

We’ve heard all the slogans: companies promise to treat their customers like royalty. It's clear that for many companies, customer service never transforms from a slogan into a way of doing business. But any business can become a champion of customer service. Here are 5 ideas that will help your company focus on total customer satisfaction.

Survival of the Fastest?

With cell phones, PDA's and instant messaging we continue to seek devices and software that will allow us to accomplish multiple tasks efficiently and effectively. Survival of the swiftest has been the business mantra for some time.

Understanding How Internal Customers Learn

People make up your business. Without them, there would be no products, communication, management, or customers.

Basic Training for Your Customers

If you want to stay healthy as a business, it is necessary to provide some basic training to your customers on how they should do business with you.

The Small Retailer's Survival Guide - Part 5 - Home Delivery Costs

Home delivery was once the preserve of large department stores and some small local retailers. Now, thanks to the internet and improved global logistics, virtually anything can be delivered to anywhere - Perhaps, if you never made home deliveries in the past, you should consider making them now

800 Number Directory Helps Take Care Of A Baby

You are always sure to find an endless amount of stores on the internet, but calling them to find out information isn't always feasible. Many of them do not have 800 numbers, or a toll-free solution to reach them.