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
Author: Neal Woodson
Am I a Leader?
I taught a class on customer service basics yesterday and also spoke a bit about leadership and the need for leaders to deliver great service. While we discussed this, I heard some attendees 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 … Continue reading Am I a Leader?
Safety, the Duty of Leadership
A friend of mine and I were talking the other day on the subject of leadership and what it is to have a great boss. As we talked, he mentioned that the best boss he ever had was one who “had his back.” In other words, this boss protected his people. My friend went on … Continue reading Safety, the Duty of Leadership
Connect
“How do you do that?” My kids ask me that periodically when I end up talking to a complete stranger in the checkout line at the grocery store or on an elevator. They seem to marvel that I can not only start up a conversation but that I have a desire to do it. It … Continue reading Connect
The Big Question
I was talking to a friend yesterday who is an educator. She recently took the position of Chair of her department. In our conversation, she relayed her frustration that so many of her colleagues presented ideas and wanted to implement policies that she did not feel were in the best interests of the students. She … Continue reading The Big Question
Purpose
What guides your business decisions? Starbucks, Zappos, Southwest Airlines, and Disney are examples of companies that make decisions based on what makes their customers successful and they prepare their people and their operations to follow through. This decision-making is due to clarity of purpose, “everything we do, we do to make our customers successful.” This clarity … Continue reading Purpose
Imagine
IMAGINE: You're at Disney and you spend $6 on an ice cream for your 6-year-old, who promptly drops it. Crying and upsetness (is that a word?) ensues. Along comes a Disney cast member and says, "For a replacement charge of $3, I can get you a new one." REALITY: Out of nowhere a Disney cast … Continue reading Imagine
Got Engagement?
I've been thinking about what engages employees because I've seen a lot of organizations with ass-dragging employees delivering ass-dragging service. Now, I’ve recently read various articles, infographics, and things and they all have the typical 25 things to engage employees or the top 10 things for creating a great workplace. It all looks complicated, and … Continue reading Got Engagement?
Is your business human?
What do you do when you make a mistake? Do you 'fess up and say you did it but will do your best to ensure it doesn't happen again? Or do you try to make it appear as if it were some strange anomaly that is so rare that it doesn't deserve comment? We all … Continue reading Is your business human?
Consistency
Do you have a drink you really like? Imagine buying a six-pack of that drink and when you open one and take that first taste it is completely different from the drink you thought you loved. Now you might think that perhaps that one was just off or a mistake so you open another to … Continue reading Consistency
Neal Woodson 