Some companies have Customer Service (CS) while others serve customers. What’s the difference? CS tends to be a department or role whereas serving is a cultural norm. CS is something many companies do because they have to, i.e. not doing so might hurt the bottom line. Serving customers, by contrast, is something companies do because … Continue reading Customer Service versus Serving Customers

My family just experienced one of the worst things I think people have to go through, euthanizing a pet. The Woodsons are animal people. We love pets. We have had just about everything you can imagine in our house from the typical dogs and cats to snakes, lizards, and a variety of rodents. For a … Continue reading Thank you, George.

Your lowest paid workers are the ones facing the most important people to your company’s survival, no, not your bank, not your shareholders, no, it’s your customers. Does that scaling of pay make sense? When times get a little tough, you start cutting those “unnecessary” things like training and customer service. But those things directly … Continue reading Are you really committed to customers?

Delivering great customer service is such a mystery to so many. And to improve it, the experts swoop in with myriad concepts and “the 64.25 steps to greater service performance.” They dive into daylong workshops to map the customer journey, determine pain points, and create corrective action plans. But even with all of these efforts, … Continue reading Service 101