What Kind of Character Does Your Service Deliver?


Recent research shows that 86% of customers say loyalty is primarily driven by likability and 83% of customers say TRUST.
We all live our lives on promises.  From the time a child can grasp the concept of “Cross my heart and hope to die,” there is a forever realization that anxiety can be only reduced through proof of trust while waiting for a promise to be kept.  From “Scout’s honor” to “I do” to “…the whole truth and nothing but the truth” we seek cues that allay our worries.   Lifeguards, the bus schedule, and the spotlessness of a hospital room are all obvious artifacts of promises waiting to be kept.
The world of work has many forms of promises waiting to be kept.  We recollect the evident power of trust when we see brand names that have attached guarantees to their offerings–FedEx, Domino’s Pizza, Hampton Inn, Nordstrom and L.L. Bean.  And, we sense its subtle power when the hotel finds our reservation;[…] Continue…

How will you answer a Customer Service SOS?


The dinner party was super important because of the particular guests invited.  It was one-fifth entertainment, one-fifth showcase, and at least five-fifths big-deal sales opportunity!  The caterer had delivered over-the-top hors d’oeuvres, the contracted chef had prepared a perfect meal, and the bottles of white wine were perfectly chilled.  Then, disaster struck!
The host opened the first bottle of wine only to discover it tasted like vinegar.  A second, third and fourth reserve bottles were all equally unfit to drink. The dinner party would not have the intended ambiance and style without spirits.  But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service.
“Matt,” pleaded the party host, “I have a major problem.” Matt owned the neighborhood wine store.  After a brief conversation, Matt swung into action. He called two of his best wine customers whom he knew lived near the […] Continue…

Do you have Service Experts Available to Your Customers?


A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed. What would go in a Service Museum and what would it tell us about the ways customers have changed?
In the not too distant past, retail stores had sales clerks on the floor (not just at the register), grocery stores had bakers, elevators had operators, gas stations had a mechanic, and mail-order catalogs were all-purpose and not specialty. Stores had layaway plans and returns clerks; banks had signature loans. Doctors made house calls and treated whatever malady they encountered.
What has changed? Obviously, there has been a dramatic push toward self-service. But, there has also been a swing toward reliance on specialists. We often hear “we don’t carry that item, check with…” or, “I need to refer you to…” or, “you might look it up online.”
As customers are unable to “take care of it[…] Continue…

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