Push Into the White Space

The next time your structure or system says 'no', 'cannot', or 'we don't do it that way', take another look. Think outside the box. Push into the white spaces that surround you. Don't be content just doing it right - find a way to do it better!

Top Customer Service Speaker Says: You Revoke Customer Entitlements at Your Peril

If a customer is used to VIP treatment, receiving a perk, year after year, such as attending a nice event, it becomes part of his routine, like a family outing, and it’s something he counts on. In this article, Dr. Gary S. Goodman, President of Customersatisfaction.com, best-selling author, top speaker and consultant writes from personal experience to show just how damaging and costly it is to delete customer entitlements.

A is For Outstanding

Within an organization, departments may have very different opinions about how well they are doing, and how well, or poorly, other departments around them are performing. These disagreements stem from a lack of clear standards for evaluating internal service. This can lead to...

Customer Satisfaction is a Rearview Mirror

What is the difference between customer satisfaction and customer loyalty? One package delivery company uses a regular survey to measure customer satisfaction...

Turtles Deliver the Internal Mail

I haven’t received it yet, she wrote back. We have Turtle Mail inside this company. I should get your package by the end of the week...

I Want to Speak to a Supervisor, Part 2

Empowerment is intelligent fuel for creating self-motivated staff who will love the customers, love their jobs – and love working with you!

Put a CORC in Your Budget

How much money does your company spend attracting new customers? How much do you spend on retaining existing customers past the crucial tenth month?

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...

Don't Fire Your Customers - Try Upgrading Them First

All over the world I teach people how to serve, surprise and delight their customers – how to keep them coming back for more.

If Not This Time - Perhaps Later

Ever worked hard on a proposal and not been awarded the contract? When it happens to me, I say 'Thank you.' My follow-up notes read like this:

Beta Means Never Having to Say You're Sorry

I recently heard a technology presentation from a young but experienced CEO of a big 'clicks and mortar' organization. He told the large audience confidently, 'Beta means never having to say you're sorry.'

Future Sales are Hiding in Service

At the Repair and Service Center of a well-known technology company, customers are invited to examine and try the latest computers while waiting to collect their current systems

100% is Not Enough - You Need 120%

I recently organized a service benchmarking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week!