To Be Distinctive, Be Different

Make a list of all the 'usual ways' your organization offers good customer service. Now think of totally different ways you could surprise, intrigue or delight. What bothers your customers? How can you fix it? What do they do before or after your service? How can you integrate it? What do they bring, carry or take away? How can you replace it?

Track Each Complaint Until Your Customer Comes Back

When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is ‘nothing’. But when you reply and the result is...

I Want to Speak to a Supervisor, Part 2

Empowerment is intelligent fuel for creating self-motivated staff who will love the customers, love their jobs – and love working with you!

Cross-Town Collaboration

Old boundaries can become open borders for creative cooperation. If working together produces more convenience or value for the customer, then pursue the new partnership with vigor...

Credibility Comes from the Customer

Industry partners should cooperate to build a better future. But remember, the greatest partner for your prosperity, progress and promotion is a truly delighted customer...

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).

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.

The Cheesecake of Tomorrow

At an elegant resort in Mauritius, the dessert menu was rather sparse. One customer asked the waiter for 'The Special Dessert of Today.'

You're as Good as Your Weakest Link

I flew to Fiji from Singapore via Australia, requesting vegetarian meals throughout. But not a single vegetarian dish was provided.

Customers - NO

We were visiting in Gisborne, an attractive small town near Melbourne, Australia

Developing an Eye for Detail

I flew Business Class on one of the world’s largest airlines and found myself in a chair padded for pleasure.

Get Yourself Spring-Loaded

An e-mail arrived with a fragmentary phrase that absolutely caught my attention. The writer referred to many upset customers being 'spring-loaded in the pissed-off position.'

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!