Customers absolutely hate negativity! There is much more power in starting with YES. You would think some days there is a contest out there for how often rules and nonsense can get in the way of a great Customer experience. Now that isn’t to say that you have to honor...
This can’t just be a slogan – it has to be baked into your DNA. If you can’t put the customer at the center of your everyday life, then you’re sunk. Let’s face it, most businesses ask their teams to do just this – treat Customers well and take great care of them. The...
No one likes to see Captain Slouchy when they stop by your business. There is serious psychology behind body language, but for most daily interactions the 25 cent version is more than enough to set you apart. There is a lot of information out there on the science of...
As we discussed in part I, there are six key ingredients to the ideal Service Recipe. These were summarized in the last installment and now it’s time to dive head long into the first of our service tenants. Smile and Welcome Your Customers Warmly It’s easy...
No philosophy of customer service would be complete without discussing the basics of what makes up great service. It is up to us as Leaders to be sure that our teams understand this at its most basic level, how to deliver on these principles, and have a...
