While you may or may not be a fan of scripting, there’s no doubt that using powerful customer service language can increase confidence within your customers and reflect your organization’s brand. We’ve been talking about this a lot lately with our customers. Last week, David (our Maestro of Imagination and Organization) and I were in
While it may be true that you work hard each and every day, and there are obstacles you encounter along the way, one of the best ways to roll out the red carpet is to create the illusion of the effortless customer experience. Think about your favorite singer or band. They put in hours and
What if we lead with compassion in customer service? Six years ago, on May 23rd, my Dad passed away from lung cancer. The five months prior were a whirlwind of chemo and radiation treatments, emergency visits to the hospital, and a short stay in a skilled nursing community. There were many wonderful loving people that
Do you want more engaged employees and customers who return again and again, with friends? Customer Service from the heart is what it’s all about. A while back, I had just finished a keynote presentation on building a customer service culture. As often happens, people came up to me after the speech to share their
For the week leading up to #Oscars2018, the Red Carpet Team had a little fun with Celebrity Lookalike posts! We’ve got some true celebrity doppelgängers in our cast of characters. What do you thin? For instance…. David Mendes is our Maestro of Imagination and Organization. Not only does he resemble Charlie Chaplin, but as an
What if you could delight customers by giving them the star treatment? Every February or March I settle in to watch the Academy Awards! The people at the Academy spend weeks in preparation, rolling out the carpet, putting up the velvet ropes and hanging drapes to cover the storefronts that typically line the grand staircase.
Love is in the air this month and it’s a great time to think about how you can better love your customers! On Valentine’s day, we shower our special someone with flowers and chocolate and poetry. I even knew a woman who’s husband sent a barbershop quartet each year to serenade her at work. Color
It’s said that it takes only 7 seconds for someone to form an opinion of you, and that once formed, it’s really hard to change those snap judgements. If that’s true, those customer service first impressions had better be pretty great if you want to turn your prospects into customers and your customers into raving
In the video and blog below, I provide 5 Steps to Creating a Strong Culture when you’re working with Virtual Teams. Virtual teams are a reality in today’s workplace. You may have people who work from home, in remote offices, or out in the field. Team and culture building can be challenging in those situations!
While customer service complaints may be a sensitive issue, you could also see them as a gift. How do you know what your customers don’t like if they never complain? As Bill Gates said, “your most unhappy customers are your greatest source of learning.” The question is what are you learning from those customer service complaints and,