The customer is always right … sometimes confused, misinformed, rude, stubborn, changeable, and even downright stupid, but never wrong. Today’s tip might sound a bit harsh or even a bit extreme. It makes the customer so important that he’s almost god-like. That’s correct. But don’t take it from me. I defer to Sam Walton, the brilliant founder of Wal-Mart. He …
An Enthusiastic Customer Is A Return Customer
It’s nice to have “satisfied” customers, but it’s the “enthusiastic” customers that really count. When customer service employees are asked if they provide good service, almost everyone says “yes.” Almost no one says, “No, I’m really lousy at customer service.” That raises a question. If everyone in the country thinks they provide good customer service, then why are customer satisfaction …
Trust: The Ultimate Competitive Advantage
Integrity matters. Character counts. Trust is the ultimate competitive advantage. There’s been a lot of talk in the media and amongst the politicians that integrity and character are old fashioned, outdated concepts. How a person behaves and what a person says are “private” matters that should be of no concern to anyone else. Don’t believe it. When it comes to …
Goodwill Hunting
Goodwill takes a long time to build; bad will takes just a moment. If you’re in the customer service business, you know that customer satisfaction, enthusiasm, and loyalty are not instantaneous. What is customer service? It is goodwill is built over time and through several acts of kindness. Unfortunately, months of goodwill can be destroyed by three seconds of sarcasm …