Last week we looked at defining customers as guests and clients and how those definitions take us away from thinking of customers as transactions. As I thought more on these definitions, three words stood out, welcome, honor, and protection. This week I want to look at the first of those three words, welcome. When you … Continue reading Welcome
Many times I enter a business and while I get pretty good service, it seems fake or scripted. It makes me feel like I’m on an assembly line and I am waiting to get a bolt installed instead of a person with individual needs. Why has it gotten to this? I think it has to … Continue reading Defining “Customer”
What’s your mission? I am always surprised at the number of employees who have no idea of the mission of their company. They often cite the fact that it is a statement that is largely meaningless or it is too long to remember. When I hear that, I ask them, “What does your company do? … Continue reading What’s Your Mission?
How can I grow my customer base? How can I build a large following of loyal fans? Well, here is the simple answer…LISTEN TO YOUR CUSTOMERS! Review every customer satisfaction survey. How many times do you look over surveys and when you see good scores, you put it down and look for ones with bad … Continue reading Listen: Four Steps to Building Your Fan Base
I taught a class on customer service basics yesterday and also spoke a bit about leadership and the need for leaders in delivering great service. While we discussed this, I heard some say things like, “I’m not a leader, I’m just an employee” or “when I get into management, I’ll get to lead.” This drove … Continue reading Am I a Leader?