How to be a Better Customer

When you give better service, your customers will appreciate you more. But when you give lousy service, your customers can be a pain in the neck. The flip side is also true. If you are an...

Keep Your Suppliers Eager With a 70/30 Split

To keep your suppliers on their toes, try this smart tip I learned from the Group Purchasing Manager of Asia Pacific Breweries. Whenever he contracts to purchase items from more than one supplier, he gives one vendor 70% of the total purchase, while a second vendor gets 30%. And he tells them both...

Credibility Comes from the Customer

Industry partners should cooperate to build a better future. But remember, the greatest partner for your prosperity, progress and promotion is a truly delighted customer...

Disneyland Makes Real Magic

Business is not a cold process of swapping services, money and goods. It’s a living, thriving appreciation of the dynamic connection between us...

Customer Discrimination - We Do It All the Time

A Financial Times editor in London asked my opinion about systems that automatically route customers to higher or lower levels of service based on the loyalty and profitability of the customer.

Are Your Frequent Customers Freeloaders, Scoundrels or Cheats

Many companies reward their customers with a system for accumulating points with each purchase. These points are redeemable for free products or services in the future.

Unsuccessful Applicants Deserve Good Service Too

When you hire new staff, or put projects out to bid, do your advertisements state: 'We regret only selected applicants will be informed?'

What is Ron's Website Really For

I decided to upgrade my website and contacted four developers to get opinions and quotations. What an unsettling experience!

Your Goodwill Has Expired

Alice's prepaid telephone calling card said 'Expires August 31, 2001' on the back.

How to Deal With a Customer Complaint

I got a customer with a complaint screaming down the phone at me, what do I do? Do not go on the offensive but listen to their problem then repeat it back so they know you fully have grasped the problem from their angle on the matter. Thank them for bringing the situation to your attention. You cannot fix what ...

The Airlines Are Suddenly Trying Harder, Top Customer Service Speaker Says

My flight from Miami to Los Angeles the other day was something special. Although the 757 was filled to the gills with passengers, which is a circumstance that makes most flight attendants especially prickly, ours did their best to smile throughout the entire trip and to actually thank customers for their business. Apart from hearing the customary phrase, “Thank you for flying with us,” during the initial announcement, and when leaving the plane, I’ve never heard this reinforcing phrase or anything like it being uttered DURING the trip. One of the flight attendants said, to more than one passenger, “It is nice having you aboard!” When was the last time YOU heard that line? I scanned my memory banks, and I don’t think I’ve heard it uttered once, during a couple of decades of flying quite regularly, says Dr. Gary S. Goodman, top speaker, and frequent expert guest on radio and TV, worldwide.

Should You Take Care of Your Customers?

There is no doubt that the customer should be at the centre of every business strategy and yet, it often feels like focusing on them comes as an afterthought.

800 Number Directory Helps Take Care Of A Baby

You are always sure to find an endless amount of stores on the internet, but calling them to find out information isn't always feasible. Many of them do not have 800 numbers, or a toll-free solution to reach them.