A Little Goes A Long Way
A series of unfortunate events had brought Doug into the hotel looking like something the cat had dragged in because the dog forgot to bury. First his flight and connections had delayed him for over three hours due to bad … Continue reading
Learning From Your Customers
It was 2:00pm Tuesday afternoon, and Donna had completely forgotten to order materials for the presentation she would be giving at 8:00 the next morning. She immediately contacted her vendor with a slight feeling of panic. Evie answered the phone … Continue reading
The Center of Your Organization’s Universe
Many years ago, I used two different airlines for my business travel. Their level of service was about the same. But after a while I noticed one of them developing behaviors that started getting a little irritable to me. My … Continue reading
Time Is Money
It was 4:55pm when Jack picked up the Support Center phone. He identified himself and asked what he could do for the customer. “This software is a piece of *#&$!” was the reply. Jack quietly responded, asking the customer to … Continue reading
Checking A Problem
Jennifer’s bank was regularly calling her about a missed mortgage payment. After investigating the situation from her side, she found that the check she had submitted had cleared her account, so someone had to have processed it. She contacted the … Continue reading
Do you VALUE your Customers?
What are they thinking at the end of the interaction? Customers come to us with two types of needs – the need to get something (product, service, information) and the need to feel connected to the service provider (valued, listened … Continue reading
Green Amongst The White
This was not my planned post, but something recently happened that brought a smile to my face and I had to share it with you. The snow storm started about 8:00 in the morning. After a few hours of slow … Continue reading
