7 Things NOT to do with a Customer

"In our way of working, we attach a great deal of importance to humility and honesty. With respect for human values, we promise to serve our customers with integrity." Azim PremjiOver the years, I've read about and practiced a lot of the positive aspects of sales and marketing; in particular when dealing with clients and [...]

Why the Customer isn’t always right!

"The customer is sometimes wrong. We don’t carry those sorts of customers. We write to them and say, ‘Fly somebody else. Don’t abuse our people." - Herb Kelleher (Chairman Emeritus, and former CEO of Southwest Airlines).Nearly anything I read or review about dealing with Customer Service starts with the theory that the customer is always right or [...]

Be Customer-Focused: 4 Basic Tactics

Geoffrey James writes some really good stuff and this is very in line with what I talk about in and out of Workshops and so I have  reproduced his blog in it's entirety....Follow these four great ideas to keep your sales growing and your customers happy.Everybody talks about being customer-focused, but few people really know what [...]

Free Wi-Fi – Added Value or a Revenue Stream?

There appears to be confusion in the service industry about the real function of Wi-Fi - at least by some! My assumption has always been that you provide a free service as a way of attracting more customers, or a way to show what else you have to offer, so you can increase purchases of additional [...]

More Customer Experiences

This week I have had a couple of experiences as a customer that I would have preferred NOT to have had! It started with my attempt to make a transaction of vested stock. Having worked for a large beverage company some years ago, I still possessed some limited stock granted to me as stock options. It was [...]

A Travesty in Customer Service!

More Customer Learnings and ObservationsWhat an interesting week. I have been let down several times by companies that are supposed to be reputable and provide good customer service. Now we know that customer service depends on the people, something airlines do not seem to understand. Actually airlines are a great example of how customer service [...]

Customer Service is something to be cherished

Customer service is something to be cherished and used to be something that in the U.S. was far superior to anywhere else I had been, apart from Asia. However, things are slipping...at least in the U.S. I have had problems with a major company this week. It is a company that markets wonderful products such [...]

Why Starbucks provides the ultimate customer service!

What has Starbucks done that makes them so successful? Over the next few blogs I'm going to look at the good the bad and the ugly of customer service and carry out some analysis of why things work and why they don't. I wanted to start with Starbucks. Boy, how many case studies, blogs and [...]