What Does Time Mean to your Customers?


The fact that time is a completely made-up component in nature was one of the hardest concepts to get your head around in high school physics class.
All of nature knows night from day, but your dog is clueless about what 9:30 means. When we tell someone, “Why don’t we meet in an hour,” we are not only operating on a “made up” agreement regarding the precise moment of rendezvous, we are relying on a made up understanding of what “an hour” means. The measurement of time is a non-existent construct we are taught from the instant we heard, “time for bed.”
Today’s wired and dangerous customers live in a 24 x 7 x 365 day “wired” world where they can access most of what they want, when they want it, and how they want it. If your organization is not focused on meeting these service time expectations, customers are quick to leave for one that can.
Time has become a crucial component for customers’ expectations of “promises kept.” Blame[…] Continue…

How to Cast Extraordinary Service People


What do Michael Curtiz and Martin Brest have in common? They each had the challenge of casting the best candidate for a starring role in a new movie. Michael had an exciting new star named Ronald Reagan, who had screen tested for the lead male role opposite Katharine Hepburn in a new movie titled “Casablanca.” And Martin had a similar challenge: a successful, new box office drawing card named Sylvester Stallone had screen tested for the lead role in a comedy movie titled “Beverly Hills Cop.”
Selecting people for customer service roles is similar to casting people for roles in a play or movie. First, both require artful performances aligned with audience expectations. Creating an interpersonal experience that customers remember as satisfactory, pleasant or dazzling is like the actor’s mission of having audiences so caught up in the play or movie they start believing the performer is the person portrayed. Second, both require a casting[…] Continue…

Service Eye Candy


Eye candy.  It is such a really cool label.  It should be a phrase that has a terrific reputation.  After all, who doesn’t like candy?  And, “a sight for sore eyes” is a positive and encouraging statement.  Most of us see too much plain vanilla and drab stuff.  But, eye candy has a shady reputation.  It typically means attractive but superficial.
It’s like the apple that Snow White ate – it looks really great to take a bite out of, but at the end of the day it will put your customers in a deep sleep and not nourish them long-term.
One can also look at how customer service is delivered and see a similarity. If your customer service is simply – service eye candy – “looks good on the outside, but no depth of quality on the inside,”   then your long-term customer loyalty will suffer.
In the Sixties we called it “show window service.”  You get a sense of potential service eye candy when you notice signs and posters reminding you how[…] Continue…

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