The Customer's Tastebuds Are Always Right

When I tasted the Greenwich Pizza ‘Garden Delight’ in the Philippines, my tastebuds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar. I’ve been eating pizza all my life. Pizza is made with tangy tomato sauce and should be covered with mozzarella cheese, right? Sweet sauce and cheddar is no way to make a pizza.

Long Forgotten? Stir Old Accounts Back to Life

Once a company has the benefit of receiving a customer's business, it makes no sense to close the account simply because the customer has not ordered from you in a while...even a long while. Unless there is substantial cost to keeping an account open, you should allow the customer to return at anytime, and welcome them back with enthusiasm.

Computer Service Contracts - Moving From Customer to Client

Computer service contracts are the butter of a computer services business. Your ultimate goal is to get as many people as you can on a computer service contract.

For Just 30 Cents of Salad

Full-bodied communication with customers leads to understanding and delight. By contrast, sparse or misleading communication leads only to distress.

A Well-Informed Customer is a

Customer participation is a key to achieving high levels of loyalty and satisfaction. Earn this participation by giving your customers the information, education and motivation they need. Do it at the right time, in the right amount, at the right place and in the most engagingly effective manner. (Hint to pharmacists and doctors: a little sticker on the bottle isn’t it.)

Are You Pulling in the Same Direction?

Your service reputation is built, or destroyed, in every moment of customer contact. If your marketing, delivery or service partners are weak, your reputation is at risk. If one department is out of touch, your service image takes the hit. Can you afford to partner with people who do not protect your reputation? Can you allow one department to sabotage your commitment to quality and customer care?

The 'Friendliest Airport in the World'

Changing a culture takes time and effort, energy, creativity and focus. It's not a project to do halfway, not for the half-hearted.

Lack of Integration = Customer Frustration

This telephone company desperately needs one point of contact to educate and serve customers in a user-friendly way. This single point of contact should be connected and empowered (internally and externally) to make all necessary arrangements for sales, installation, commissioning, selection of new equipment, scheduling of appointments, questions about billing ... even customer training after installation, if required.

IT Consulting Services - Offer What Your Prospects Need

IT consulting services come in all shapes and sizes. Offer IT consulting services that cover both the basic fixes and the long term solutions, and make yourself an invaluable asset to the businesses for which you provide IT consulting services.

Track Each Complaint Until Your Customer Comes Back

When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is ‘nothing’. But when you reply and the result is...

Why Quality Assurance is Not Enough

How can a company produce zero-defect products, boast dramatic cycle-time reductions, be certified for consistent, reliable performance...and still lose valuable customers?

Nice Work! Well Done! Keep It Up!

I like to (quickly) thank those who give me good service, and (gently) critique those who don’t. Here’s an easy and effective way to do it...

Personal Diamond Awards

What would the Olympics be like if we officially included the Personal Diamond Awards? Imagine an athlete who wins the bronze medal as well as a Personal Diamond. How would that athlete react? How might the audience respond? Would the bronze medalist begrudge the...